Refund & Cancellation Policy

Dreams Gate Staycation Villas

Booking, Payment, Cancellation, Security Deposit & House Rules

1. Booking Confirmation
A booking is considered confirmed only after:

• A reservation fee of 50% of the total booking amount has been successfully received.
• The guest has provided a valid Qatar ID (QID) or Passport.
• The reservation has been confirmed by Dreams Gate Staycation Villas.
• The remaining balance must be paid before or during check-in unless otherwise agreed in writing.

2. Accepted Payment Methods
We accept:

• Bank Transfer
• Cash (Office Payments)     

                                                                                         
Payments processed through our website are encrypted and secured through our authorized payment gateway.

3. Reservation Fee
The reservation fee is required to secure your selected villa or apartment.
Once payment is received, your selected dates will no longer be available for other guests.

4. Security Deposit

A refundable security deposit of QAR 1,000 (Cash Only) is required during check-in.
The security deposit will be refunded upon check-out after inspection, provided that:

• No damages have occurred.
• No furniture or items are missing.
• Excessive cleaning is not required.
• House rules have been followed.

Dreams Gate reserves the right to deduct repair, replacement, or cleaning costs from the security
deposit where applicable.

5. Cancellation Policy

The reservation fee is non-refundable.
However, guests may transfer the reservation to another available date or another Dreams
Gate property provided that:

• The request is made at least 7 days before the scheduled check-in date.
• Availability exists.
• Any applicable rate difference is paid.
• The booking is transferred only once.
  Requests received within 7 days of arrival are not eligible for date changes.

6. Check-In & Check-Out
Check-in:
3:00 PM
Check-out:
12:00 PM (Noon)
Late check-out may incur additional charges unless approved in advance.
Guests are required to visit our office first to complete payment, security deposit, registration,
and key collection before proceeding to the property.

7. No-Show Policy

Failure to arrive on the scheduled check-in date without prior approval shall be considered a
No-Show. The reservation fee will be forfeited, and the booking will be cancelled.

8. Refund Policy

Reservation fees are generally non-refundable.
Refunds are not normally provided except where:
Required by applicable laws or regulations.
Dreams Gate Staycation Villas cancels the reservation and is unable to provide a suitable
alternative accommodation.
Approved refunds, where applicable, will be processed using the original payment method
whenever reasonably possible.

9. Modification Policy

Bookings may be modified only once.
Modification requests must be submitted at least 7 days before arrival.
Changes remain subject to:
Availability
Seasonal pricing
Rate differences
Dreams Gate reserves the right to decline modification requests that do not meet these
conditions.

10. Occupancy Policy

Villa rates include up to 35 guests.
Apartment occupancy depends on the selected apartment, generally ranging from 5 to 20
guests.
Groups exceeding the maximum included occupancy may be charged additional fees or
may require approval prior to arrival.

11. House Rules
Guests agree to:

• Treat the property with care.
• Keep the property clean and in good condition.
• Supervise children at all times.
• Respect neighboring properties.
• Follow all safety instructions.
  Guests are financially responsible for any damages caused during their stay.

12. Noise Policy

For Villas:
Outdoor music is permitted until 12:00 AM only.
For Apartments:
Indoor music is permitted until 12:00 AM only.
Guests must comply with local regulations regarding excessive noise.

13. Property Amenities

The following amenities are generally provided:

• Swimming Pool (except 2-bedroom apartment in The Pearl)
• Kitchen Appliances
• Refrigerator
• Oven
• Microwave
• Stove
• Kettle
• Air Conditioning
• Wi-Fi
• Towels are provided for 3 to 5 guests.
• Shampoo and body soap are provided.

Guests staying in villas should bring their own:

• Cooking utensils
• Cookware
• BBQ equipment and charcoal
  Apartments include basic cookware and utensils.

14. Maintenance & Housekeeping

Maintenance support is available during operational hours and subject to staff availability.
Housekeeping during the stay is available upon request and may incur additional charges.

15. Smoking Policy

Smoking is permitted only in designated outdoor areas.
Smoking inside rooms may result in additional cleaning charges.

16. Illegal Activities

The following are strictly prohibited:

• Illegal substances
• Criminal activity
• Dangerous behavior
• Vandalism
• Unauthorized commercial activities
  Dreams Gate reserves the right to terminate the stay immediately without refund if these
  rules are violated.

17. Guest Responsibility

The registered guest is responsible for:

• All accompanying visitors.
• Any damages caused during the stay.
• Compliance with all property rules.

18. Guest Conduct

To ensure a safe, peaceful, and enjoyable environment for all guests and neighbouring
residents, the following are strictly prohibited:

• Illegal activities.
• Possession or use of prohibited substances.
• Violent behavior, fighting, threats, or harassment.
• Excessive noise beyond permitted hours.
• Smoking in prohibited indoor areas.
• Damage to the property or its contents.
• Unauthorized parties or events exceeding the declared number of guests.
• Allowing undeclared or unauthorized guests to enter or remain on the property.
  Guests are responsible for ensuring that all visitors comply with these policies.                                                                                               Dreams Gate Staycation Villas reserves the right to immediately terminate the stay without
  refund if any guest or visitor violates these policies, creates a disturbance, endangers others,
  damages the property, or breaches local laws and regulations.

19. Privacy

Personal information collected during booking is used solely for reservation processing, guest
verification, legal compliance, and customer support.
Payment information is processed securely through our authorized payment gateway.
Dreams Gate does not store complete payment card details.

20. Chargeback Policy

By completing payment, the guest confirms acceptance of these Terms and Conditions.
Chargebacks initiated without valid grounds after services have been rendered may be
disputed using booking records, signed registration forms, payment confirmations,
communication history, and property access records.

21. Minimum Age Requirement
The primary guest making the reservation must be 18 years of age or older.
A valid Qatar ID (QID) or Passport confirming the guest’s age may be requested before
check-in. Dreams Gate Staycation Villas reserves the right to refuse check-in if the guest is
unable to provide valid identification or does not meet the minimum age requirement.

22. Identity Verification

For security and registration purposes, all reservations require identity verification.
The registered guest must present a valid:

• Qatar ID (QID), or
• Passport

The name on the identification should match the reservation details whenever applicable.

23. Visitor & Occupancy Policy
Our standard villa rates include accommodation for up to 35 guests.
Apartment occupancy limits vary depending on the selected property, generally ranging
from 5 to 20 guests.
Guests must accurately disclose the expected number of occupants before confirming the
reservation.
Additional charges or a different booking rate may apply for groups exceeding the standard
occupancy.
Dreams Gate reserves the right to refuse entry to undeclared guests or require payment of
the applicable additional charges.

24. Swimming Pool Safety
Guests use all swimming pool facilities at their own risk.
Children must be supervised by a responsible adult at all times.
Dreams Gate Staycation Villas shall not be held responsible for accidents, injuries, or loss
arising from improper use of the swimming pool or failure to supervise children.

25. Pet Policy

Pets may be permitted only with prior approval from Dreams Gate.
Guests intending to bring a pet must:
Inform us before booking.
Provide a recent photo of the pet for approval.
Approval depends on factors including:

• Size
• Breed
• Behaviour
• Number of pets

Additional cleaning charges may apply if extra cleaning is required due to pet hair, odours,
stains, or excessive mess.
Guests remain fully responsible for any damage caused by their pets.
Dreams Gate reserves the right to decline pets that may not be suitable for the property.

26. Lost & Found

If you believe you have left personal belongings at the property, please contact us as soon as
possible.
To help us locate your item, kindly provide:

• A description of the item.
• A photograph, if available.
• The villa or apartment number.
• Your stay dates.

Our housekeeping team will inspect the property and notify you if the item is found.
Dreams Gate is not responsible for lost or forgotten belongings but will make every
reasonable effort to assist in recovering them.
Shipping or delivery costs for returned items are the responsibility of the guest.

27. Damages, Cleaning & Security Deposit

A refundable security deposit of QAR 1,000 is collected in cash during check-in.
The security deposit may be partially or fully deducted to cover, including but not limited to:

• Damage to the property.
• Broken furniture or equipment.
• Missing items.
• Lost keys or access devices.
• Excessive cleaning requirements.
• Improper disposal of waste.
• Confetti, glitter, party decorations, or similar materials requiring additional cleaning.
• Any other damage beyond normal wear and tear.

If repair or replacement costs exceed the security deposit amount, the registered guest
agrees to pay the remaining balance.

28. Fraud Prevention

Dreams Gate Staycation Villas reserves the right to cancel or suspend any reservation where
fraudulent payment activity, unauthorized card usage, or suspicious transactions are
reasonably suspected.
Additional verification may be requested before confirming the booking.

29. Cardholder Verification

For online card payments, the cardholder may be requested to present:
The payment card used for the reservation (where applicable).
A valid government-issued identification matching the cardholder’s name.
This verification helps protect both the guest and Dreams Gate against unauthorized
transactions.

30. Fees

All booking rates displayed by Dreams Gate Staycation Villas represent the accommodation
charges applicable at the time of booking.
Any payment gateway processing fees, where applicable and clearly disclosed during
checkout, will be shown before payment confirmation.

31. Pricing Policy

Once a reservation has been confirmed by Dreams Gate Staycation Villas and the required
reservation fee has been successfully received, the confirmed booking rate is guaranteed for
that reservation.
If Dreams Gate updates or adjusts its accommodation rates after a booking has already
been confirmed, such changes will not affect existing confirmed reservations.
Any revised pricing will apply only to new bookings made after the updated rates become
effective.
Additional charges may still apply if the guest requests changes to the reservation, including
but not limited to:

• Changing the property.
• Changing the stay dates.
• Increasing the number of guests.
• Adding optional services.

Emergency Assistance
For emergencies or urgent assistance during your stay, please contact us immediately.

Main Office:
+974 5000 7036
Reservations & Guest Support:
+974 6699 6698
Operations Support:
+974 3334 4587
Housekeeping:
+974 5000 7063

Our team will respond as promptly as possible during operational hours.