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FAQ

Questions about redemption, earning, tiers? We already have the answers for you.

About programme and enrolmentU By Emaar website and account maintenanceU By
Emaar loyalty programme tiersEarning UpointsRedeeming UpointsU By Emaar
membershipU By Emaar call centre


ABOUT PROGRAMME AND ENROLMENT


WHAT ARE THE PARTICIPATING BRANDS UNDER U BY EMAAR

For a full listing of participating hotels, restaurants, leisure clubs, spas and
entertainment partner attractions, please click here.


HOW DO I EARN UPOINTS?

All you need to do to earn Upoints is to mention your membership number or
mobile number while making a reservation or before payment of any qualifying
bill or invoice. Please ensure your mobile number is provided as 00 followed by
country code and the rest of your number (eg; 0097150…for a UAE number or
0044…for an overseas number).


WHAT ARE THE PARTICIPATING BRANDS OF SERVICES RESIDENCES IN U BY EMAAR

The following properties managed by Emaar Hospitality Group are participating
serviced residences in the U by Emaar loyalty programme – Address Residences
Dubai Mall, Address Residences Dubai Marina and Address Boulevard.


CAN OCCUPANTS OF SERVICES RESIDENCES MANAGED BY EMAAR HOSPITALITY GROUP JOIN U
BY EMAAR?

Yes, occupants of serviced residences managed by Emaar Hospitality Group can
become members of U By Emaar via the enrolment channels of the programme.


WHERE CAN I FIND THE U BY EMAAR TERMS AND CONDITIONS?

Please click here to view Terms and Conditions of the loyalty programme.


WHAT IS THE U BY EMAAR LOYALTY PROGRAMME?

A unique concept that effectively enhances lifestyles, U By Emaar is a loyalty
programme supported by the diverse brands under the Emaar Hospitality Group
portfolio, as well as the unique offerings of our partner Emaar Entertainment
Group. By joining free of charge, you can earn Upoints at participating brands
including hotels, restaurants, spas, malls and entertainment partner
attractions. The U By Emaar membership card, across its Black, Silver, Gold and
Platinum tiers, unlocks a world of exemplary opportunities to enjoy life,
allowing you to redeem valuable Upoints and take advantage of a varied level of
benefits per tier.


CAN ANYONE JOIN U BY EMAAR?

Any individuals of age of majority in their state of residence can become a
member of the U By Emaar loyalty programme. The only exceptions apply to
corporate, association or group accounts and employees of the Emaar Group.


HOW CAN I JOIN U BY EMAAR?

A unique concept that effectively enhances lifestyles, U By Emaar is a loyalty
programme supported by the diverse brands under the Emaar Hospitality Group
portfolio, as well as the unique offerings of Emaar Entertainment Group and
Emaar Malls Group. By joining free of charge, you can earn Upoints at
participating brands including hotels, restaurants, spas, malls (except The
Dubai Mall) and entertainment partner attractions. The U By Emaar membership
card, across its Black, Silver, Gold and Platinum tiers, unlocks a world of
exemplary opportunities to enjoy life, allowing you to redeem valuable Upoints
and take advantage of a varied level of benefits per tier.

You can join U By Emaar by downloading the app conveniently on the App Store or
Play Store. Simply download and register with a few details and get your digital
card, ready to earn and redeem points with!


U BY EMAAR WEBSITE AND ACCOUNT MAINTENANCE


WILL I BE NOTIFIED ON UPOINTS THAT ARE ABOUT TO EXPIRE?

Yes. You will be advised when your Upoints are for the current month are due to
expire via our email communications. Please ensure your details are up to date
on www.UByEmaar.com in order for us to be able to communicate this to you.


CAN I USE MY ACCOUNT TO CHECK MY UPOINTS STATEMENT?

Yes. You can check your U By Emaar account activity, history of transactions and
Upoints balance by downloading the U By Emaar app from the App Store or Play
Store. You will need to log in successfully to check your transaction history
and points balance information.


I FORGOT MY PASSWORD AND CANNOT LOG INTO MY ACCOUNT. HOW CAN I RESET MY
PASSWORD?

With the U By Emaar app, you can easily reset your password by clicking on
Forgot Password option on the login page. On the following screen simply provide
your mobile number and request for the OTP to be sent to you either by SMS or
WhatsApp.


HOW CAN I UPDATE THE PERSONAL DETAILS IN MY U BY EMAAR ACCOUNT?

To update your personal details, please download the app via the App Store or
Play Store. Once you have successfully logged in, click on ‘Account’ and select
‘Personal Details’ to easily update your information. Your personal details are
handled with utmost confidentiality by Emaar and will not be shared at any point
in time. Please read our Privacy Policy for more information.


WHAT ARE MY U BY EMAAR MEMBERSHIP DETAILS AND ONLINE USERNAME?

Your membership details are the 12-digit membership number or mobile number
provided at the time of enrolment. This will also act as your username to log
into www.UByEmaar.com. Please ensure your mobile number is provided as 00
followed by country code (eg; 0097150…for a UAE number or 0044 for a UK or 001
for a USA overseas number).


I ACCIDENTALLY LOCKED MY U BY EMAAR ACCOUNT. HOW CAN I ACCESS IT AGAIN?

Please contact the U By Emaar call centre on 800-LOYALTY (569 2589) in the UAE
or +971 4 567 2000 from outside the UAE or email customerservice@UbyEmaar.com to
regain access to your account.


HOW AND WHERE I CAN RETRIEVE MY U BY EMAAR ACCOUNT DETAILS?

Your U By Emaar account details will be available online at www.UByEmaar.com
upon logging in. The membership number or mobile number provided at the time of
enrolment will be your username and your first time password will be the one
sent to you by SMS/Email. Once you have logged into your account online, you can
reset your password and find further details under ‘My Profile’. Alternatively,
you can also check your Upoints balance by calling the U By Emaar call centre on
800-LOYALTY (569 2589) within the UAE or +971 4 567 2000 from outside the UAE.


U BY EMAAR LOYALTY PROGRAMME TIERS


CAN I ENJOY MY TIER DISCOUNTS WHEN SHOPPING AT PARTICIPATING MALLS?

No tier discounts will be applicable while shopping across participating malls.


CAN OCCUPANTS OF SERVICED RESIDENCES MANAGED BY EMAAR HOSPITALITY GROUP ACCESS
THE DINE AND PLAY HIGHER TIER BENEFITS OF U BY EMAAR?

Occupants of serviced residences managed by Emaar Hospitality Group can avail
higher tier Dine and Play benefits of U By Emaar. Please note, members cannot
use the benefits and discounts of the residency privilege programme in
conjunction with the U By Emaar tier benefits and discounts.


HOW MANY TIERS STATUSES DOES U BY EMAAR HAVE ?

U By Emaar is a four-tiered loyalty programme, with the base tier starting at
Black, followed by Silver, Gold and Platinum.


CAN MY TIER STATUS BE DOWNGRADED?

Yes. A higher tier is valid for a period of 12 months from being awarded. Tier
Upoints will be recalculated at the end of 12 months and you will be moved to
any lower tier depending on your spend in United Arab Emirates Dirhams (AED).


CAN OCCUPANTS OF THE PARTICIPATING SERVICED RESIDENCES ACCESS THE STAY HIGHER
TIER BENEFITS OF U BY EMAAR ON THEIR STAY?

Guests who stay within the hotel rental pool of participating serviced
residences can access the higher tier Stay benefits of U By Emaar. However,
owners who live in participating serviced residences will not be able to avail
Stay tier benefits. Please note, members cannot use the benefits and discounts
of the residency privilege programme in conjunction with the U By Emaar tier
benefits and discounts. A minimum of 24 hours is required between checkout and
check-in in order for you to get access to your Stay tier benefits, consecutive
stays do not apply.


I HAVE LOST MY U BY EMAAR MEMBERSHIP CARD. WHAT CAN I DO TO GET MY NEW
MEMBERSHIP CARD?

To ensure your Upoints are protected and not redeemed or misused by anyone else,
please pick a new Black card immediately from any of our participating hotels,
restaurants or entertainment partner attractions, and call the U By Emaar call
centre on 800-LOYALTY (569 2589) in the UAE or +97145672000 from outside the UAE
to merge your new card with your previous account. Your old account will be
immediately blocked and your Upoints will be transferred over to your new
account. If the lost card is a higher tier card, a replacement card will be
delivered to you by mail once reported lost to the call centre.


MY ACCOUNT HAS BEEN SUSPENDED. WHAT DOES THIS MEAN?

Your U By Emaar account has been blocked due to suspicious activity. Please
contact the U By Emaar call centre on 800-LOYALTY (569 2589) in the UAE or
+97145672000 from outside the UAE.


I AM A HIGHER TIER MEMBER OF U BY EMAAR, CAN I USE MY HIGHER TIER BENEFITS AND
COMBINE WITH OTHER PROMOTIONS, OFFERS OR PROGRAMMES?

No, you cannot combine your higher discounts or benefits in conjunction with any
other discounted promotions or offers (e.g; 2 for 1 on Friday Brunch; food and
beverage discount provided to participating Leisure Club members) or other
privileges offered as a part of Emaar Hospitality Group (e.g; Club Room
benefits, residency privilege programme).


WHAT IS THE DIFFERENCE BETWEEN TIER POINTS AND UPOINTS?

Tier points are Upoints that are earned on eligible spend and will be used to
calculate your tier status only. This will appear in the form of a tier status
and is calculated on the Upoints earned in the last 12 months. Tier points
cannot be used for reward redemptions. Upoints earned on eligible spend will
also appear as your Points Balance and can be used for redemptions. Every time a
redemption is made, your available points balance will reduce. Upoints are only
valid for 24 months, upon which these will expire. Therefore, Upoints earned
will be used to calculate your tier status and will also be topped on to your
account as available Upoints balance.


DOES MY HIGHER TIER CARD HAVE LIFETIME VALIDITY?

No, all higher tiers, namely Silver, Gold and Platinum, are valid for a period
of 12 months only starting from the date of you upgrade.


WILL I START AT ZERO TIER UPOINTS UPON MOVING TO THE NEXT TIER?

No, your Tier Upoints will not drop to zero upon moving to the next tier. Tier
Upoints are calculated based on your spend in United Arab Emirates Dirhams (AED)
in the last 12 months. Upoints earned in the 13th month for example will not
qualify for Tier Upoints calculations.


HOW CAN I AVAIL MY MEMBERSHIP TIER BENEFITS?

To avail your tier specific benefits, please make sure to present your
membership card at a participating hotels, restaurants, spas or leisure clubs.


HOW CAN I EARN AND MAINTAIN A HIGHER TIER STATUS?

As a member, your tier status is valid for a period of 12 months and will depend
on the Upoints earned in the last 12 months. Tier Upoints will be recalculated
at the end of 12 months and you will be moved to a tier that reflects your
current Tier Upoints balance. It is possible to downgrade more than one level.
However, if the total number of Upoints earned in the last 12 months meets the
required limit for any of the higher tier levels, your membership will be
instantly upgraded.


WHAT BENEFITS ARE AVAILABLE TO MEMBERS?

Click here to view the benefits per tier. Benefits are subject to availability.
Specific Terms and Conditions also apply to each benefit. Please view Terms and
Conditions for further details.


HOW IS MY PRIVACY PROTECTED ONLINE?

U By Emaar is committed to the highest level of privacy protection for all our
members with special programmes and safeguards in place. Your login is always
executed through a secure connection. Please refer to our Privacy Policy for
details. Please view the privacy policy here.


HOW IS A TIER STATUS CALCULATED?

Black tier is the entry tier to the loyalty programme and is calculated from 0 –
9,999 Tier Upoints. Higher tiers are calculated based on your spend in United
Arab Emirates Dirhams (AED) over a 12-month period. Silver Tier starts at 10,000
– 29,999 Tier Upoints followed by Gold Tier which starts at 35,000-49,999 Tier
Upoints. To attain Platinum, you will need 40,000 Tier Upoints and above. For
full information on membership tiers, click here.


WHAT DOES A TIER MEAN?

A tier status provides you with exclusive and elevated benefits based on how
much you spend at participating brands with U By Emaar.


EARNING UPOINTS


WILL I EARN POINTS WHEN I PURCHASE AN EMAAR GIFT CARD AT ANY OF THE
PARTICIPATING MALLS?

No, Emaar Gift Card purchases are not eligible to earn points.


WHAT HAPPENS TO MY POINTS IF MY PURCHASE AT A MALL HAD TO BE RETURNED?

If your purchase for some reason has to be returned, your points will also be
deducted from your account as per the original purchase value and its receipt
submitted.


ARE THERE ANY SHOPS WHERE I CANNOT EARN POINTS?

A Member cannot earn points when purchasing the following items, which can be
amended from time to time by Emaar at its discretion:

 * Financial services and products (e.g. ATM, banking, currency exchange)
 * Emaar gift cards and other gift card purchases
 * Specialist services products (e.g. extended warranty, Nol, Salik, Etisalat,
   Du)


HOW LONG DOES IT TAKE FOR MY POINTS TO REACH MY ACCOUNT AFTER SUBMITTING
PURCHASE RECEIPTS FROM PARTICIPATING MALLS?

After a receipt has been approved it will take a maximum of 7 days for the
points to be credited to your account.


HOW MANY POINTS DO I EARN FOR MY SPENDS AT MALLS?

Members will earn 0.5% back in U By Emaar points for all eligible spends across
participating Emaar Community Malls.


WHY WAS MY MEMBERSHIP ACCOUNT NOT UPDATED WITH UPOINTS I JUST EARNED?

Upoints are credited to your membership account after you have settled your bill
or invoice. Upoints earned at hotel are credited to your account in the
following 24-48 hours once the payment has been settled. Upoints earned on spend
at restaurants, spas and entertainment partner attractions are credited
instantly. However, please allow for up to 12-24 hours to ensure that they have
been updated to your account.


I AM A NEW U BY EMAAR MEMBER, CAN I CLAIM UPOINTS FOR TRANSACTIONS MADE BEFORE
MY MEMBERSHIP?

As a new member you will be able to request Upoints for eligible room rate of
your hotel stay only, after the programme launch date of 01/02/2016. However,
your claim will need to be made within 60 days of checkout. Retroactive claim
for an eligible hotel stay at Rove Hotels can be made after the join date of
04/12/2017


WILL I EARN UPOINTS IN CASE I CHANGE MY BOOKING?

Upoints are earned and processed only after checkout at hotels and upon
completion of payment at restaurants and entertainment partner attractions. No
Upoints will be earned in connection with bookings that have been ordered and
cancelled prior to utilisation.


I FORGOT TO SHARE MY U BY EMAAR MEMBERSHIP DETAILS WHEN MAKING A PURCHASE. IS
THERE A WAY TO GET UPOINTS FOR THIS?

You will be able to request Upoints for an eligible room rate of your hotel stay
within 60 days after checkout. If the claim is valid, Upoints will be awarded
for room rate only after deduction of taxes and any other in eligible spend.
Transactions made at spa, telephone, laundry, banqueting, meetings, incentives,
conventions, and exhibitions, as well as any food and beverage spend that was
posted to the hotel stay are not eligible for retroactive Upoints earnings.
Upoints cannot be claimed at a later date for spends at restaurants or
entertainment partner attractions.


WHAT ARE UPOINTS?

Upoints is the currency of the U By Emaar rewards programme and can be earned
and exchanged at participating brands.


HOW CAN I EARN UPOINTS?

Members can earn points by easily selecting 'Earn' under the 'My Card' section
of the U By Emaar mobile application. Alternately Upoints can also be earned by
quoting your membership number or registered mobile number at the time of
booking or before settling the transaction at a participating brand. Please
ensure your mobile number is provided as 00 followed by country code and the
rest of your number (eg; 0097150…for a UAE number or 0044 for UK or 001 for USA
etc. overseas number).


I SUBMITTED A CLAIM FOR MISSED UPOINTS ON MY ROOM STAY, BUT THE WEBSITE SHOWS IT
AS INVALID. WHY IS THIS HAPPENING?

This may be because over 60 days have passed since you checked-out or the claim
was made for a stay before the launch of U By Emaar on [01/02/2016]. It may also
be that the selected room rate did not qualify for Upoints. For further
assistance with your claim, please contact the U By Emaar call centre
on 800-LOYALTY (569 2589) within the UAE or +971 4 567 2000 from outside the
UAE. Alternatively, you can email the team at customerservice@UbyEmaar.com


WHAT ARE BONUS UPOINTS?

Bonus Upoints are promotional Upoints issued during promotions and added on top
of your regular Upoints earned during an eligible spend. Bonus Upoints earned
are available for redemptions but do not count towards your U By Emaar tier
status. Promotional Terms and Conditions to apply.


DO MY UPOINTS EXPIRE?

Yes. Your Upoints are valid for a period of twenty-four (24) months from the
date they are earned. Your Upoints will expire on the last day of every month,
at midnight.


WHAT CAN I EARN UPOINTS ON?

You can earn Upoints on eligible spend at participating hotels, leisure clubs,
restaurants entertainment partner attractions, Dubai Marina Mall, The Springs
Souk, Meadows Souk and Meadows Village. To view a full list of participating
brands, please click here.

To successfully earn points across participating malls, members will be required
to provide store invoices on the U By Emaar app which will be validated and
points credited within 14 days.


HOW ARE MY UPOINTS CALCULATED?

Upoints are calculated based on your eligible spend at participating brands in U
By Emaar.

 * Earn 1 Upoint for every two United Arab Emirates Dirham (AED 2) you spend on
   eligible spends at Address Hotels + Resorts, Armani Hotel Dubai, Rove Hotels,
   Vida Hotels and Resorts and Arabian Ranches Golf Club
 * Entertainment Partner Attractions – Earn 1 Upoint for every two United Arab
   Emirates Dirhams (AED 2) you spend at our participating entertainment partner
   attractions.
 * Spas – Earn 1 Upoint for every two United Arab Emirates Dirham (AED 2) on
   eligible spend at Spa.
 * Malls - Earn 5 points for every AED 100 spent at Dubai Marina Mall, The
   Springs Souk, The Meadows Souk and The Meadows Village
 * Note: Members will be required to scan receipts on the U By Emaar mobile app
   for all eligible spends at participating malls


CAN I EARN UPOINTS ON SOMEONE ELSES TRANSACTION

For eligible restaurants, spas and entertainment partner attractions, you can
earn Upoints for transactions made only by you. Additionally, in the case of a
hotel stay, you have to be one of the guests staying at the hotel to earn
Upoints. The guest name on reservation must match with member’s full name in
order to earn Upoints.


CAN I EARN UPOINTS ANYWHERE ELSE

Upoints can only be earned at our participating brands and cannot be earned
against external partners. However, should a new partner be added to the
programme, you will be notified of this exciting addition to the U By Emaar
loyalty programme.


CAN OCCUPANTS OF SERVICED RESIDENCES MANAGED BY EMAAR HOSPITALITY GROUP EARN
UPOINTS AT PARTICIPATING BRANDS?

Occupants of serviced residences managed by Emaar Hospitality Group earn Upoints
against eligible spend at participating restaurants and entertainment partner
attractions.

However, only guests who stay within the hotel rental pool of participating
serviced residences can earn Upoints on their stay. Earning of Upoints is
limited to the first 13 consecutive nights per room only and for a maximum of 9
rooms per stay, if all Eligible Spend for the rooms are paid on one folio. A
minimum of 24 hours is required between checkout and check-in in order for you
to earn Upoints, consecutive stays do not apply.

Owners who live in participating serviced residences will not be able to earn
Upoints against their stay


HOW DO I CLAIM FOR A HOTEL STAY I DIDN’T EARN UPOINTS ON?

In order to avail missing Upoints against past hotel stays, please use the U By
Emaar mobile application to submit a claim. Simply visit the Account section on
the application and select 'Claim Missing Points' and fill in the required
fields to make a claim. Once verified, the account will be credited with the
claimed points.

For any additional support you can always write to us at
customerservice@ubyemaar.com


REDEEMING UPOINTS


CAN I USE MY POINTS EARNED IN MALLS FOR MOVIES OR DINING?

Yes you most certainly can! Just choose ‘Redeem’ when on the app to conveniently
spend your points to settle your bill.


WILL I EARN UPOINTS ON A REDEMPTION TRANSACTION?

No, however you can earn Upoints on the cash/debit card/credit card payment of
the reward transaction after deduction of taxes, service charges and other
non-eligible earning Charges.


I MADE A REDEMPTION AND DID NOT USE IT, CAN I GET MY UPOINTS REFUNDED?

Once a redemption has been processed using your Upoints, this cannot be
refunded.


WHAT ARE THE MINIMUM UPOINTS I NEED TO MAKE A REWARD REDEMPTION?

There is no minimum requirement, you can chose to redeem any or all your Upoints
at any of our participating venues. 10 Upoints = 1 AED


CAN I PURCHASE ADDITIONAL UPOINTS FROM U BY EMAAR OR FROM ANOTHER MEMBER OF THE
LOYALTY PROGRAMME IN CASE I AM SHORT OF UPOINTS?

No. U By Emaar does not allow for purchase or transfer of Upoints at this stage.
Redemptions can only be done via a single member account; it is not possible to
combine multiple accounts balances for a redemption.


HOW CAN I REDEEM UPOINTS?

Below are the various options on how you can redeem your Upoints once you have
enough to redeem against stay and dine experiences.

 * Redeem for an eligible hotel room stay by presenting your membership card
   before checkout.
 * Redeem for an eligible food and beverage spend at a participating restaurants
   by presenting your membership card before billing.
 * Redeem for eligible spend at participating entertainment partner attractions
   by presenting your membership card at the point of sale.
 * Redeem in full through online channels of Reel Cinemas (including mobile
   app), KidZania®, Dubai Ice Rink and Dubai Aquarium & Underwater Zoo.
 * Redeem for eligible spend at spa by presenting your membership card at the
   point of sale.


CAN I USE MY UPOINTS TO PAY FOR SOMEONE ELSE’S BOOKING?

You can use your Upoints to pay for someone else’s hotel stay, restaurant bill,
spa treatments and entertainment partner attractions spend. However, with your
presence your permanent membership card will need to be presented before
settling the payment.


CAN OCCUPANTS OF SERVICED RESIDENCES MANAGED BY EMAAR HOSPITALITY GROUP REDEEM
UPOINTS AT PARTICIPATING BRANDS?

Occupants of serviced residences managed by Emaar Hospitality Group can redeem
Upoints against eligible spend at participating restaurants and entertainment
partner attractions. 

However, only guests who stay within the hotel rental pool of participating
serviced residences can redeem Upoints on their stay.

Owners who live in participating serviced residences will not be able to redeem
Upoints against their stay.


DO BLACKOUT DATES APPLY ON REDEMPTION

No, blackout dates do not apply on redemptions unless specifically stated.


IS IT POSSIBLE TO EARN UPOINTS AND REDEEM THEM INSTANTLY?

It is not possible to earn and redeem instantly as Upoints can take up to 48
hours to credit to your account upon final payment.


CAN I REDEEM MY TIER UPOINTS

No. Tier Upoints are not available for redemption.


CAN I REDEEM UPOINTS ON SOMEONE ELSES TRANSACTION

For eligible restaurants, entertainment partner attractions and at spas you can
redeem Upoints for transactions made only by you. Additionally, in the case of a
hotel stay, you have to be one of the guests staying at the hotel to redeem
Upoints. The guest name on reservation must match with member’s full name in
order to redeem Upoints.


IS IT POSSIBLE TO REDEEM USING THE PART UPOINTS AND PART CASH / CARD PAYMENT
METHOD?

Yes. You can choose to use part of your Upoints and use cash / card for the
balance. What’s more, you will earn further Upoints on the amount paid by cash /
debit card / credit card. However, you will need to pay the applicable taxes and
other charges that do not qualify for redemption by cash and these transactions
are not eligible to earn Upoints.


WHAT CAN I REDEEM MY UPOINTS FOR?

You can redeem your Upoints against any eligible spend at participating brands
including rooms at hotels, meals at participating restaurants, spas and products
or services offered at entertainment partner attractions.


U BY EMAAR MEMBERSHIP


WILL I EARN POINTS WHEN I PURCHASE AN EMAAR GIFT CARD AT ANY OF THE
PARTICIPATING MALLS?

No, Emaar Gift Card purchases are not eligible to earn points.


WHAT HAPPENS TO MY POINTS IF MY PURCHASE AT A MALL HAD TO BE RETURNED?

If your purchase for some reason has to be returned, your points will also be
deducted from your account as per the original purchase value and its receipt
submitted.


WHAT PAYMENT METHOD DO I HAVE TO USE TO EARN POINTS AT MALLS?

Members can pay cash or card but should not upload credit card or debit card
receipts and instead upload the store’s invoice to be eligible to earn points?


CAN U BY EMAAR TERMINATE MY MEMBERSHIP?

Yes, U By Emaar can terminate your membership if you do not operate as per the
specified programme Terms and Conditions or indulge in any fraudulent activity.
For more information, please click here to review the programme Terms and
Conditions.


WHAT QUALIFIES AS AN ELIGIBLE CHARGE OR ELIGIBLE SPEND?

An eligible charge or eligible spend is defined as the total spend after
deduction of taxes, service charges or any ineligible spend listed below at
participating brands after processing the payment.

You can only earn and redeem Upoints as a registered member on eligible spend at
participating brands. For redemption, you need to ensure you present your
membership number via the mobile app. You cannot earn on government taxes, other
taxes and service charges.

Earning of Upoints in fractions will not be available. Only the United Arab
Emirates Dirhams (AED) amount before the decimal point of the Eligible Spend
value will be eligible for Upoints earning on an item by item basis.

You can earn and redeem Upoints against internal promotions hosted and managed
by Emaar Group based on the promotions terms and conditions. However, any third
party offers, third party promotions, third party vouchers or credit card hosted
promotions are not eligible to earn Upoints. Transactions made a telephone,
laundry, conference and banqueting, meetings and incentives are not eligible for
Upoints earnings . You can earn only on the first 29 consecutive nights per room
only and for a maximum of 9 rooms per stay, if all eligible spend for the rooms
are paid on one folio i.e. one transaction. Points will be earned for all
‘Eligible Folio’ charges incurred on the rooms. A minimum of 24 hours is
required between checkout and check-in in order for you to earn Upoints,
consecutive stays do not apply.

For hotels and restaurants, you cannot earn Upoints on bookings or transactions
issued at wholesale rates, including tour operator and destination management
rates, online rates provided to any third-party website other than Emaar Brand
websites, ‘opaque’ channel bookings where the brand may or may not be known at
the time of purchase, group rates, discount rates including airline crew rates,
associate rates and Emaar associate family and friend’s rates. However, you can
earn Upoints for eligible spend on food and beverage at participating hotels
posted to your room. Members can redeem Upoints only for room charges at stays
at Rove Hotels. Food and Beverage transactions at Rove Hotels do not qualify for
Upoints earning or redemption.Stays at Armani Hotels & Resorts do not qualify
for earning and redeeming Upoints However, members can earn Upoints at
participating restaurants and in-room dining at Armani Hotel Dubai only.
Redemption of Upoints are not available for any incidental charges posted to the
room , including and not limited to in-room dining and Food & Beverage. Members
can redeem Upoints at participating restaurants at Armani Hotel Dubai only.

For restaurants, you can earn and redeem Upoints as a registered member on
eligible spend charged to one bill at participating brands for tables of up to 9
guests. A table of 10 guests or more is considered a group and is eligible for
earning and redemptions Upoints, however on full price only i.e not after
application of any discounts or promotions. Earning and redeeming Upoints on
consecutive bills does not apply. A minimum of 4 hours is required between
settling two restaurant bills for you to earn or redeem Upoints. Transactions
made on in-room dining are eligible for Upoints earnings and redemptions.
However, as for mini bar transactions these are available for redemption only
and are not eligible to earn Upoints. You can earn and redeem Upoints against
internal promotions hosted and managed by Emaar Hospitality Group. Transactions
made on tobacco is not eligible for Upoints earning and redemptions. However,
transactions made on shisha are available for redemption only and are not
eligible to earn Upoints. Promotion terms and conditions to apply. However, any
third party offers, third party promotions, third party vouchers or credit card
hosted promotions, associate discounted rates, other promotions and discounted
rates are not eligible for Upoints earnings.

For participating Spas, members can earn and redeem on spa. Discounted spa
vouchers purchased as a result of an ineligible hotel rate or via a third party
are not eligible for earning of Upoints.

For partner entertainment attractions, you cannot earn or redeem on corporate
spend, external or third party offers, third party promotions and third party
vouchers, group bookings including destination management companies and
corporate partners, discounted birthday party packages, Emaar Entertainment
Group managed promotions at discounted rates, Emaar staff and associate
discounted rates, other promotions and discounted rates. A group of more than 25
or more are not eligible for earnings and redemption. Mobile POS at Dubai
Aquarium & Underwater Zoo; Dubai Ice Rink; KidZania®; and Reel Cinemas Kiosk are
not available for earning or redemptions. Earning or redeeming Upoints is not
possible on an annual membership and its associated benefits at the Dubai
Aquarium & Underwater Zoo.

At Dubai Marina Mall and Emaar Community Malls, members can earn points across
any store (except services like banks and utility like payment of DEWA bills)
for a minimum spend of AED 20 and provided receipts are successfully posted
within 14 days of the receipt date.


DO I RECEIVE UPOINTS ON PURCHASES MADE WITH MY EMAAR GIFT CARD?

Yes, you can earn Upoints on transactions made with your Emaar Gift Card.


CAN I HAVE MORE THAN ONE U BY EMAAR ACCOUNT

No. You are allowed only one membership account and that should be in your legal
name.


CAN I HAVE MORE THAN ONE MEMBERSHIP ACCOUNT UNDER MY NAME AND MOBILE NUMBER?

No. You are allowed to have only one membership account under your name and this
will be linked to a one mobile number.


CAN I TERMINATE MY MEMBERSHIP WITH U BY EMAAR?

If you want to cancel an existing membership, you will need to provide a written
notification of cancellation to customerservice@UbyEmaar.com. Upon receipt, U By
Emaar call centre will terminate the membership by deducting all Upoints and
tier Upoints. Members will not be able to avail of any service benefit offered
by U By Emaar loyalty programme.


CAN I EARN AND REDEEM UPOINTS FOR MULTIPLE ROOMS IF I AM PAYING FOR THEM?

Yes. All eligible charges for these rooms must be paid together on one folio,
i.e. one hotel bill, which must be requested at the time of check-in. Upoints
can be earned or redeemed only for eligible charges incurred


DOES U BY EMAAR ALLOW FAMILY OR CORPORATE MEMBERSHIP?

U By Emaar is designed for individual customers. While we do not offer corporate
or family memberships at this stage, you can earn Upoints on eligible spend made
for work and business at the participating brands. To do so, you must provide
your membership number or your registered mobile number or just show your
membership card before the payment has been processed.


CAN MEMBERSHIP TERMS AND CONDITIONS CHANGE ON U BY EMAAR?

The programme owner, Emaar, reserves the right to change, modify or cancel Terms
and Conditions linked to the programme without notice. You will be informed of
the same when applicable. However, it is your responsibility as a member to keep
yourself updated about programme rules and Terms and Conditions which are
published on the programme website www.UbyEmaar.com. Terms and Conditions of the
programme may change without prior notice.


CAN I EARN, REDEEM AND GET ACCESS TO BENEFITS OF MULTIPLE PROGRAMMES?

No, you will be able to choose and benefit from only one loyalty programme and
cannot use two or more programmes in conjunction to earn Upoints, redeem Upoints
and get access to benefits (e.g; Emirates Skywards, Address Residency Privilege
Programme).


CAN I EARN UPOINTS IF MY INDIVIDUAL ELIGIBLE HOTEL SPEND IS BILLED DIRECTLY TO
MY COMPANY?

If your individual eligible hotel spend is authorised by you at the time of its
settlement at checkout and is billed to your company directly, your stay is
eligible to earn Upoints. However, for group master-billing arrangements where
charges for multiple rooms are placed on one hotel bill and billed to your
company or common address or settled at the time of checkout by one individual,
these will not be eligible to earn Upoints.


CAN I EARN AND REDEEM UPOINTS FOR MULTIPLE RESTAURANT BILLS OR ENTERTAINMENT
PARTNER ATTRACTIONS, IF I AM PAYING FOR THEM?

You can earn Upoints for multiple bills at a restaurant for up to 9 guests or
entertainment partner attractions provided your membership number or registered
mobile number was shared before processing the payment. Upoints can be earned or
redeemed only for eligible charges incurred.


CAN OCCUPANTS OF PARTICIPATING SERVICED RESIDENCES WHO CHOSE TO USE THE BENEFITS
AND DISCOUNTS OF THE RESIDENCY PRIVILEGE PROGRAMME EARN OR REDEEM UPOINTS ON
ELIGIBLE SPEND?

Yes, occupants of serviced residences managed by Emaar Hospitality Group who
chose the residency privilege programme can earn or redeem Upoints against their
eligible spend at participating restaurants and entertainment partner
attractions.

However, only guests who stay within the hotel rental pool of participating
serviced residences can earn or redeem Upoints against their eligible spend
after applying the residency privilege programme discounts or benefits. Earning
of Upoints is limited to the first 29 consecutive nights per room only and for a
maximum of 9 rooms per stay, if all Eligible Spend for the rooms are paid on one
folio. A minimum of 24 hours is required between checkout and check-in in order
for you to earn Upoints, consecutive stays do not apply.

Owners who live in participating serviced residences will not be able to earn or
redeem Upoints against their eligible stay.


CAN I MERGE OR COMBINE UPOINTS WITH ANOTHER U BY EMAAR MEMBER?

No. You cannot merge your U By Emaar membership with other programme members.
However, if you have accidentally created more than one membership account, you
can merge these accounts. You will need to undergo verification in order to
merge accounts by providing certain information. This can be done by calling the
U By Emaar call centre on 800-LOYALTY (569 2589) in the UAE or +971 4 567 2000
from outside the UAE.


U BY EMAAR CALL CENTRE


DOES U BY EMAAR HAVE A DEDICATED CALL CENTRE?

U By Emaar has a dedicated call centre that operates from 9am to 9pm (GMT + 4),
7 days a week.


HOW CAN I CONTACT THEM?

You can contact the U By Emaar call centre on 800-LOYALTY (569 2589) within the
UAE or+971 4 567 2000 from outside the UAE. Alternatively, you can email the
team at customerservice@UbyEmaar.com


WILL I HAVE TO UNDERGO SECURITY QUESTIONS?

Yes, you will be asked security questions to verify you are the account holder.
Security questions are as per policy and legal requirements and ensure that we
share your account details with only you. It helps keep your information safe.


CAN SPA MEMBERSHIP EARN OR REDEEM UPOINTS ON ELIGIBLE SPEND AT PARTICIPATING
BRANDS?

Yes. Spa memberships are eligible for earnings and redemptions across
participating brands.


CAN LEISURE CLUB MEMBERS EARN OR REDEEM UPOINTS ON ELIGIBLE SPEND AT
PARTICIPATING RESTAURANTS?

The Leisure Club members of Address Montgomerie Dubai, Dubai Polo & Equestrian
Club, and Arabian Ranches Golf Club who chose their leisure club food and
beverage discount are entitled to earn Upoints or redeem Upoints on any eligible
spend at participating restaurants. However, they cannot use and combine the
discount as a higher tier member of U By Emaar as well as discount provided to
Leisure Club Members.


CAN FITNESS CLUB MEMBERS EARN OR REDEEM UPOINTS ON ELIGIBLE SPEND?

No. Fitness club memberships are not eligible for earnings and redemptions at
fitness clubs. However, members can avail benefits and earn and redeem Upoints
at other participating brands within U By Emaar.


ABOUT PROGRAMME AND ENROLMENT


WHAT ARE THE PARTICIPATING BRANDS UNDER U BY EMAAR

For a full listing of participating hotels, restaurants, leisure clubs, spas and
entertainment partner attractions, please click here.


HOW DO I EARN UPOINTS?

All you need to do to earn Upoints is to mention your membership number or
mobile number while making a reservation or before payment of any qualifying
bill or invoice. Please ensure your mobile number is provided as 00 followed by
country code and the rest of your number (eg; 0097150…for a UAE number or
0044…for an overseas number).


WHAT ARE THE PARTICIPATING BRANDS OF SERVICES RESIDENCES IN U BY EMAAR

The following properties managed by Emaar Hospitality Group are participating
serviced residences in the U by Emaar loyalty programme – Address Residences
Dubai Mall, Address Residences Dubai Marina and Address Boulevard.


CAN OCCUPANTS OF SERVICES RESIDENCES MANAGED BY EMAAR HOSPITALITY GROUP JOIN U
BY EMAAR?

Yes, occupants of serviced residences managed by Emaar Hospitality Group can
become members of U By Emaar via the enrolment channels of the programme.


WHERE CAN I FIND THE U BY EMAAR TERMS AND CONDITIONS?

Please click here to view Terms and Conditions of the loyalty programme.


WHAT IS THE U BY EMAAR LOYALTY PROGRAMME?

A unique concept that effectively enhances lifestyles, U By Emaar is a loyalty
programme supported by the diverse brands under the Emaar Hospitality Group
portfolio, as well as the unique offerings of our partner Emaar Entertainment
Group. By joining free of charge, you can earn Upoints at participating brands
including hotels, restaurants, spas, malls and entertainment partner
attractions. The U By Emaar membership card, across its Black, Silver, Gold and
Platinum tiers, unlocks a world of exemplary opportunities to enjoy life,
allowing you to redeem valuable Upoints and take advantage of a varied level of
benefits per tier.


CAN ANYONE JOIN U BY EMAAR?

Any individuals of age of majority in their state of residence can become a
member of the U By Emaar loyalty programme. The only exceptions apply to
corporate, association or group accounts and employees of the Emaar Group.


HOW CAN I JOIN U BY EMAAR?

A unique concept that effectively enhances lifestyles, U By Emaar is a loyalty
programme supported by the diverse brands under the Emaar Hospitality Group
portfolio, as well as the unique offerings of Emaar Entertainment Group and
Emaar Malls Group. By joining free of charge, you can earn Upoints at
participating brands including hotels, restaurants, spas, malls (except The
Dubai Mall) and entertainment partner attractions. The U By Emaar membership
card, across its Black, Silver, Gold and Platinum tiers, unlocks a world of
exemplary opportunities to enjoy life, allowing you to redeem valuable Upoints
and take advantage of a varied level of benefits per tier.

You can join U By Emaar by downloading the app conveniently on the App Store or
Play Store. Simply download and register with a few details and get your digital
card, ready to earn and redeem points with!


U BY EMAAR WEBSITE AND ACCOUNT MAINTENANCE


WILL I BE NOTIFIED ON UPOINTS THAT ARE ABOUT TO EXPIRE?

Yes. You will be advised when your Upoints are for the current month are due to
expire via our email communications. Please ensure your details are up to date
on www.UByEmaar.com in order for us to be able to communicate this to you.


CAN I USE MY ACCOUNT TO CHECK MY UPOINTS STATEMENT?

Yes. You can check your U By Emaar account activity, history of transactions and
Upoints balance by downloading the U By Emaar app from the App Store or Play
Store. You will need to log in successfully to check your transaction history
and points balance information.


I FORGOT MY PASSWORD AND CANNOT LOG INTO MY ACCOUNT. HOW CAN I RESET MY
PASSWORD?

With the U By Emaar app, you can easily reset your password by clicking on
Forgot Password option on the login page. On the following screen simply provide
your mobile number and request for the OTP to be sent to you either by SMS or
WhatsApp.


HOW CAN I UPDATE THE PERSONAL DETAILS IN MY U BY EMAAR ACCOUNT?

To update your personal details, please download the app via the App Store or
Play Store. Once you have successfully logged in, click on ‘Account’ and select
‘Personal Details’ to easily update your information. Your personal details are
handled with utmost confidentiality by Emaar and will not be shared at any point
in time. Please read our Privacy Policy for more information.


WHAT ARE MY U BY EMAAR MEMBERSHIP DETAILS AND ONLINE USERNAME?

Your membership details are the 12-digit membership number or mobile number
provided at the time of enrolment. This will also act as your username to log
into www.UByEmaar.com. Please ensure your mobile number is provided as 00
followed by country code (eg; 0097150…for a UAE number or 0044 for a UK or 001
for a USA overseas number).


I ACCIDENTALLY LOCKED MY U BY EMAAR ACCOUNT. HOW CAN I ACCESS IT AGAIN?

Please contact the U By Emaar call centre on 800-LOYALTY (569 2589) in the UAE
or +971 4 567 2000 from outside the UAE or email customerservice@UbyEmaar.com to
regain access to your account.


HOW AND WHERE I CAN RETRIEVE MY U BY EMAAR ACCOUNT DETAILS?

Your U By Emaar account details will be available online at www.UByEmaar.com
upon logging in. The membership number or mobile number provided at the time of
enrolment will be your username and your first time password will be the one
sent to you by SMS/Email. Once you have logged into your account online, you can
reset your password and find further details under ‘My Profile’. Alternatively,
you can also check your Upoints balance by calling the U By Emaar call centre on
800-LOYALTY (569 2589) within the UAE or +971 4 567 2000 from outside the UAE.


U BY EMAAR LOYALTY PROGRAMME TIERS


CAN I ENJOY MY TIER DISCOUNTS WHEN SHOPPING AT PARTICIPATING MALLS?

No tier discounts will be applicable while shopping across participating malls.


CAN OCCUPANTS OF SERVICED RESIDENCES MANAGED BY EMAAR HOSPITALITY GROUP ACCESS
THE DINE AND PLAY HIGHER TIER BENEFITS OF U BY EMAAR?

Occupants of serviced residences managed by Emaar Hospitality Group can avail
higher tier Dine and Play benefits of U By Emaar. Please note, members cannot
use the benefits and discounts of the residency privilege programme in
conjunction with the U By Emaar tier benefits and discounts.


HOW MANY TIERS STATUSES DOES U BY EMAAR HAVE ?

U By Emaar is a four-tiered loyalty programme, with the base tier starting at
Black, followed by Silver, Gold and Platinum.


CAN MY TIER STATUS BE DOWNGRADED?

Yes. A higher tier is valid for a period of 12 months from being awarded. Tier
Upoints will be recalculated at the end of 12 months and you will be moved to
any lower tier depending on your spend in United Arab Emirates Dirhams (AED).


CAN OCCUPANTS OF THE PARTICIPATING SERVICED RESIDENCES ACCESS THE STAY HIGHER
TIER BENEFITS OF U BY EMAAR ON THEIR STAY?

Guests who stay within the hotel rental pool of participating serviced
residences can access the higher tier Stay benefits of U By Emaar. However,
owners who live in participating serviced residences will not be able to avail
Stay tier benefits. Please note, members cannot use the benefits and discounts
of the residency privilege programme in conjunction with the U By Emaar tier
benefits and discounts. A minimum of 24 hours is required between checkout and
check-in in order for you to get access to your Stay tier benefits, consecutive
stays do not apply.


I HAVE LOST MY U BY EMAAR MEMBERSHIP CARD. WHAT CAN I DO TO GET MY NEW
MEMBERSHIP CARD?

To ensure your Upoints are protected and not redeemed or misused by anyone else,
please pick a new Black card immediately from any of our participating hotels,
restaurants or entertainment partner attractions, and call the U By Emaar call
centre on 800-LOYALTY (569 2589) in the UAE or +97145672000 from outside the UAE
to merge your new card with your previous account. Your old account will be
immediately blocked and your Upoints will be transferred over to your new
account. If the lost card is a higher tier card, a replacement card will be
delivered to you by mail once reported lost to the call centre.


MY ACCOUNT HAS BEEN SUSPENDED. WHAT DOES THIS MEAN?

Your U By Emaar account has been blocked due to suspicious activity. Please
contact the U By Emaar call centre on 800-LOYALTY (569 2589) in the UAE or
+97145672000 from outside the UAE.


I AM A HIGHER TIER MEMBER OF U BY EMAAR, CAN I USE MY HIGHER TIER BENEFITS AND
COMBINE WITH OTHER PROMOTIONS, OFFERS OR PROGRAMMES?

No, you cannot combine your higher discounts or benefits in conjunction with any
other discounted promotions or offers (e.g; 2 for 1 on Friday Brunch; food and
beverage discount provided to participating Leisure Club members) or other
privileges offered as a part of Emaar Hospitality Group (e.g; Club Room
benefits, residency privilege programme).


WHAT IS THE DIFFERENCE BETWEEN TIER POINTS AND UPOINTS?

Tier points are Upoints that are earned on eligible spend and will be used to
calculate your tier status only. This will appear in the form of a tier status
and is calculated on the Upoints earned in the last 12 months. Tier points
cannot be used for reward redemptions. Upoints earned on eligible spend will
also appear as your Points Balance and can be used for redemptions. Every time a
redemption is made, your available points balance will reduce. Upoints are only
valid for 24 months, upon which these will expire. Therefore, Upoints earned
will be used to calculate your tier status and will also be topped on to your
account as available Upoints balance.


DOES MY HIGHER TIER CARD HAVE LIFETIME VALIDITY?

No, all higher tiers, namely Silver, Gold and Platinum, are valid for a period
of 12 months only starting from the date of you upgrade.


WILL I START AT ZERO TIER UPOINTS UPON MOVING TO THE NEXT TIER?

No, your Tier Upoints will not drop to zero upon moving to the next tier. Tier
Upoints are calculated based on your spend in United Arab Emirates Dirhams (AED)
in the last 12 months. Upoints earned in the 13th month for example will not
qualify for Tier Upoints calculations.


HOW CAN I AVAIL MY MEMBERSHIP TIER BENEFITS?

To avail your tier specific benefits, please make sure to present your
membership card at a participating hotels, restaurants, spas or leisure clubs.


HOW CAN I EARN AND MAINTAIN A HIGHER TIER STATUS?

As a member, your tier status is valid for a period of 12 months and will depend
on the Upoints earned in the last 12 months. Tier Upoints will be recalculated
at the end of 12 months and you will be moved to a tier that reflects your
current Tier Upoints balance. It is possible to downgrade more than one level.
However, if the total number of Upoints earned in the last 12 months meets the
required limit for any of the higher tier levels, your membership will be
instantly upgraded.


WHAT BENEFITS ARE AVAILABLE TO MEMBERS?

Click here to view the benefits per tier. Benefits are subject to availability.
Specific Terms and Conditions also apply to each benefit. Please view Terms and
Conditions for further details.


HOW IS MY PRIVACY PROTECTED ONLINE?

U By Emaar is committed to the highest level of privacy protection for all our
members with special programmes and safeguards in place. Your login is always
executed through a secure connection. Please refer to our Privacy Policy for
details. Please view the privacy policy here.


HOW IS A TIER STATUS CALCULATED?

Black tier is the entry tier to the loyalty programme and is calculated from 0 –
9,999 Tier Upoints. Higher tiers are calculated based on your spend in United
Arab Emirates Dirhams (AED) over a 12-month period. Silver Tier starts at 10,000
– 29,999 Tier Upoints followed by Gold Tier which starts at 35,000-49,999 Tier
Upoints. To attain Platinum, you will need 40,000 Tier Upoints and above. For
full information on membership tiers, click here.


WHAT DOES A TIER MEAN?

A tier status provides you with exclusive and elevated benefits based on how
much you spend at participating brands with U By Emaar.


EARNING UPOINTS


WILL I EARN POINTS WHEN I PURCHASE AN EMAAR GIFT CARD AT ANY OF THE
PARTICIPATING MALLS?

No, Emaar Gift Card purchases are not eligible to earn points.


WHAT HAPPENS TO MY POINTS IF MY PURCHASE AT A MALL HAD TO BE RETURNED?

If your purchase for some reason has to be returned, your points will also be
deducted from your account as per the original purchase value and its receipt
submitted.


ARE THERE ANY SHOPS WHERE I CANNOT EARN POINTS?

A Member cannot earn points when purchasing the following items, which can be
amended from time to time by Emaar at its discretion:

 * Financial services and products (e.g. ATM, banking, currency exchange)
 * Emaar gift cards and other gift card purchases
 * Specialist services products (e.g. extended warranty, Nol, Salik, Etisalat,
   Du)


HOW LONG DOES IT TAKE FOR MY POINTS TO REACH MY ACCOUNT AFTER SUBMITTING
PURCHASE RECEIPTS FROM PARTICIPATING MALLS?

After a receipt has been approved it will take a maximum of 7 days for the
points to be credited to your account.


HOW MANY POINTS DO I EARN FOR MY SPENDS AT MALLS?

Members will earn 0.5% back in U By Emaar points for all eligible spends across
participating Emaar Community Malls.


WHY WAS MY MEMBERSHIP ACCOUNT NOT UPDATED WITH UPOINTS I JUST EARNED?

Upoints are credited to your membership account after you have settled your bill
or invoice. Upoints earned at hotel are credited to your account in the
following 24-48 hours once the payment has been settled. Upoints earned on spend
at restaurants, spas and entertainment partner attractions are credited
instantly. However, please allow for up to 12-24 hours to ensure that they have
been updated to your account.


I AM A NEW U BY EMAAR MEMBER, CAN I CLAIM UPOINTS FOR TRANSACTIONS MADE BEFORE
MY MEMBERSHIP?

As a new member you will be able to request Upoints for eligible room rate of
your hotel stay only, after the programme launch date of 01/02/2016. However,
your claim will need to be made within 60 days of checkout. Retroactive claim
for an eligible hotel stay at Rove Hotels can be made after the join date of
04/12/2017


WILL I EARN UPOINTS IN CASE I CHANGE MY BOOKING?

Upoints are earned and processed only after checkout at hotels and upon
completion of payment at restaurants and entertainment partner attractions. No
Upoints will be earned in connection with bookings that have been ordered and
cancelled prior to utilisation.


I FORGOT TO SHARE MY U BY EMAAR MEMBERSHIP DETAILS WHEN MAKING A PURCHASE. IS
THERE A WAY TO GET UPOINTS FOR THIS?

You will be able to request Upoints for an eligible room rate of your hotel stay
within 60 days after checkout. If the claim is valid, Upoints will be awarded
for room rate only after deduction of taxes and any other in eligible spend.
Transactions made at spa, telephone, laundry, banqueting, meetings, incentives,
conventions, and exhibitions, as well as any food and beverage spend that was
posted to the hotel stay are not eligible for retroactive Upoints earnings.
Upoints cannot be claimed at a later date for spends at restaurants or
entertainment partner attractions.


WHAT ARE UPOINTS?

Upoints is the currency of the U By Emaar rewards programme and can be earned
and exchanged at participating brands.


HOW CAN I EARN UPOINTS?

Members can earn points by easily selecting 'Earn' under the 'My Card' section
of the U By Emaar mobile application. Alternately Upoints can also be earned by
quoting your membership number or registered mobile number at the time of
booking or before settling the transaction at a participating brand. Please
ensure your mobile number is provided as 00 followed by country code and the
rest of your number (eg; 0097150…for a UAE number or 0044 for UK or 001 for USA
etc. overseas number).


I SUBMITTED A CLAIM FOR MISSED UPOINTS ON MY ROOM STAY, BUT THE WEBSITE SHOWS IT
AS INVALID. WHY IS THIS HAPPENING?

This may be because over 60 days have passed since you checked-out or the claim
was made for a stay before the launch of U By Emaar on [01/02/2016]. It may also
be that the selected room rate did not qualify for Upoints. For further
assistance with your claim, please contact the U By Emaar call centre
on 800-LOYALTY (569 2589) within the UAE or +971 4 567 2000 from outside the
UAE. Alternatively, you can email the team at customerservice@UbyEmaar.com


WHAT ARE BONUS UPOINTS?

Bonus Upoints are promotional Upoints issued during promotions and added on top
of your regular Upoints earned during an eligible spend. Bonus Upoints earned
are available for redemptions but do not count towards your U By Emaar tier
status. Promotional Terms and Conditions to apply.


DO MY UPOINTS EXPIRE?

Yes. Your Upoints are valid for a period of twenty-four (24) months from the
date they are earned. Your Upoints will expire on the last day of every month,
at midnight.


WHAT CAN I EARN UPOINTS ON?

You can earn Upoints on eligible spend at participating hotels, leisure clubs,
restaurants entertainment partner attractions, Dubai Marina Mall, The Springs
Souk, Meadows Souk and Meadows Village. To view a full list of participating
brands, please click here.

To successfully earn points across participating malls, members will be required
to provide store invoices on the U By Emaar app which will be validated and
points credited within 14 days.


HOW ARE MY UPOINTS CALCULATED?

Upoints are calculated based on your eligible spend at participating brands in U
By Emaar.

 * Earn 1 Upoint for every two United Arab Emirates Dirham (AED 2) you spend on
   eligible spends at Address Hotels + Resorts, Armani Hotel Dubai, Rove Hotels,
   Vida Hotels and Resorts and Arabian Ranches Golf Club
 * Entertainment Partner Attractions – Earn 1 Upoint for every two United Arab
   Emirates Dirhams (AED 2) you spend at our participating entertainment partner
   attractions.
 * Spas – Earn 1 Upoint for every two United Arab Emirates Dirham (AED 2) on
   eligible spend at Spa.
 * Malls - Earn 5 points for every AED 100 spent at Dubai Marina Mall, The
   Springs Souk, The Meadows Souk and The Meadows Village
 * Note: Members will be required to scan receipts on the U By Emaar mobile app
   for all eligible spends at participating malls


CAN I EARN UPOINTS ON SOMEONE ELSES TRANSACTION

For eligible restaurants, spas and entertainment partner attractions, you can
earn Upoints for transactions made only by you. Additionally, in the case of a
hotel stay, you have to be one of the guests staying at the hotel to earn
Upoints. The guest name on reservation must match with member’s full name in
order to earn Upoints.


CAN I EARN UPOINTS ANYWHERE ELSE

Upoints can only be earned at our participating brands and cannot be earned
against external partners. However, should a new partner be added to the
programme, you will be notified of this exciting addition to the U By Emaar
loyalty programme.


CAN OCCUPANTS OF SERVICED RESIDENCES MANAGED BY EMAAR HOSPITALITY GROUP EARN
UPOINTS AT PARTICIPATING BRANDS?

Occupants of serviced residences managed by Emaar Hospitality Group earn Upoints
against eligible spend at participating restaurants and entertainment partner
attractions.

However, only guests who stay within the hotel rental pool of participating
serviced residences can earn Upoints on their stay. Earning of Upoints is
limited to the first 13 consecutive nights per room only and for a maximum of 9
rooms per stay, if all Eligible Spend for the rooms are paid on one folio. A
minimum of 24 hours is required between checkout and check-in in order for you
to earn Upoints, consecutive stays do not apply.

Owners who live in participating serviced residences will not be able to earn
Upoints against their stay


HOW DO I CLAIM FOR A HOTEL STAY I DIDN’T EARN UPOINTS ON?

In order to avail missing Upoints against past hotel stays, please use the U By
Emaar mobile application to submit a claim. Simply visit the Account section on
the application and select 'Claim Missing Points' and fill in the required
fields to make a claim. Once verified, the account will be credited with the
claimed points.

For any additional support you can always write to us at
customerservice@ubyemaar.com


REDEEMING UPOINTS


CAN I USE MY POINTS EARNED IN MALLS FOR MOVIES OR DINING?

Yes you most certainly can! Just choose ‘Redeem’ when on the app to conveniently
spend your points to settle your bill.


WILL I EARN UPOINTS ON A REDEMPTION TRANSACTION?

No, however you can earn Upoints on the cash/debit card/credit card payment of
the reward transaction after deduction of taxes, service charges and other
non-eligible earning Charges.


I MADE A REDEMPTION AND DID NOT USE IT, CAN I GET MY UPOINTS REFUNDED?

Once a redemption has been processed using your Upoints, this cannot be
refunded.


WHAT ARE THE MINIMUM UPOINTS I NEED TO MAKE A REWARD REDEMPTION?

There is no minimum requirement, you can chose to redeem any or all your Upoints
at any of our participating venues. 10 Upoints = 1 AED


CAN I PURCHASE ADDITIONAL UPOINTS FROM U BY EMAAR OR FROM ANOTHER MEMBER OF THE
LOYALTY PROGRAMME IN CASE I AM SHORT OF UPOINTS?

No. U By Emaar does not allow for purchase or transfer of Upoints at this stage.
Redemptions can only be done via a single member account; it is not possible to
combine multiple accounts balances for a redemption.


HOW CAN I REDEEM UPOINTS?

Below are the various options on how you can redeem your Upoints once you have
enough to redeem against stay and dine experiences.

 * Redeem for an eligible hotel room stay by presenting your membership card
   before checkout.
 * Redeem for an eligible food and beverage spend at a participating restaurants
   by presenting your membership card before billing.
 * Redeem for eligible spend at participating entertainment partner attractions
   by presenting your membership card at the point of sale.
 * Redeem in full through online channels of Reel Cinemas (including mobile
   app), KidZania®, Dubai Ice Rink and Dubai Aquarium & Underwater Zoo.
 * Redeem for eligible spend at spa by presenting your membership card at the
   point of sale.


CAN I USE MY UPOINTS TO PAY FOR SOMEONE ELSE’S BOOKING?

You can use your Upoints to pay for someone else’s hotel stay, restaurant bill,
spa treatments and entertainment partner attractions spend. However, with your
presence your permanent membership card will need to be presented before
settling the payment.


CAN OCCUPANTS OF SERVICED RESIDENCES MANAGED BY EMAAR HOSPITALITY GROUP REDEEM
UPOINTS AT PARTICIPATING BRANDS?

Occupants of serviced residences managed by Emaar Hospitality Group can redeem
Upoints against eligible spend at participating restaurants and entertainment
partner attractions. 

However, only guests who stay within the hotel rental pool of participating
serviced residences can redeem Upoints on their stay.

Owners who live in participating serviced residences will not be able to redeem
Upoints against their stay.


DO BLACKOUT DATES APPLY ON REDEMPTION

No, blackout dates do not apply on redemptions unless specifically stated.


IS IT POSSIBLE TO EARN UPOINTS AND REDEEM THEM INSTANTLY?

It is not possible to earn and redeem instantly as Upoints can take up to 48
hours to credit to your account upon final payment.


CAN I REDEEM MY TIER UPOINTS

No. Tier Upoints are not available for redemption.


CAN I REDEEM UPOINTS ON SOMEONE ELSES TRANSACTION

For eligible restaurants, entertainment partner attractions and at spas you can
redeem Upoints for transactions made only by you. Additionally, in the case of a
hotel stay, you have to be one of the guests staying at the hotel to redeem
Upoints. The guest name on reservation must match with member’s full name in
order to redeem Upoints.


IS IT POSSIBLE TO REDEEM USING THE PART UPOINTS AND PART CASH / CARD PAYMENT
METHOD?

Yes. You can choose to use part of your Upoints and use cash / card for the
balance. What’s more, you will earn further Upoints on the amount paid by cash /
debit card / credit card. However, you will need to pay the applicable taxes and
other charges that do not qualify for redemption by cash and these transactions
are not eligible to earn Upoints.


WHAT CAN I REDEEM MY UPOINTS FOR?

You can redeem your Upoints against any eligible spend at participating brands
including rooms at hotels, meals at participating restaurants, spas and products
or services offered at entertainment partner attractions.


U BY EMAAR MEMBERSHIP


WILL I EARN POINTS WHEN I PURCHASE AN EMAAR GIFT CARD AT ANY OF THE
PARTICIPATING MALLS?

No, Emaar Gift Card purchases are not eligible to earn points.


WHAT HAPPENS TO MY POINTS IF MY PURCHASE AT A MALL HAD TO BE RETURNED?

If your purchase for some reason has to be returned, your points will also be
deducted from your account as per the original purchase value and its receipt
submitted.


WHAT PAYMENT METHOD DO I HAVE TO USE TO EARN POINTS AT MALLS?

Members can pay cash or card but should not upload credit card or debit card
receipts and instead upload the store’s invoice to be eligible to earn points?


CAN U BY EMAAR TERMINATE MY MEMBERSHIP?

Yes, U By Emaar can terminate your membership if you do not operate as per the
specified programme Terms and Conditions or indulge in any fraudulent activity.
For more information, please click here to review the programme Terms and
Conditions.


WHAT QUALIFIES AS AN ELIGIBLE CHARGE OR ELIGIBLE SPEND?

An eligible charge or eligible spend is defined as the total spend after
deduction of taxes, service charges or any ineligible spend listed below at
participating brands after processing the payment.

You can only earn and redeem Upoints as a registered member on eligible spend at
participating brands. For redemption, you need to ensure you present your
membership number via the mobile app. You cannot earn on government taxes, other
taxes and service charges.

Earning of Upoints in fractions will not be available. Only the United Arab
Emirates Dirhams (AED) amount before the decimal point of the Eligible Spend
value will be eligible for Upoints earning on an item by item basis.

You can earn and redeem Upoints against internal promotions hosted and managed
by Emaar Group based on the promotions terms and conditions. However, any third
party offers, third party promotions, third party vouchers or credit card hosted
promotions are not eligible to earn Upoints. Transactions made a telephone,
laundry, conference and banqueting, meetings and incentives are not eligible for
Upoints earnings . You can earn only on the first 29 consecutive nights per room
only and for a maximum of 9 rooms per stay, if all eligible spend for the rooms
are paid on one folio i.e. one transaction. Points will be earned for all
‘Eligible Folio’ charges incurred on the rooms. A minimum of 24 hours is
required between checkout and check-in in order for you to earn Upoints,
consecutive stays do not apply.

For hotels and restaurants, you cannot earn Upoints on bookings or transactions
issued at wholesale rates, including tour operator and destination management
rates, online rates provided to any third-party website other than Emaar Brand
websites, ‘opaque’ channel bookings where the brand may or may not be known at
the time of purchase, group rates, discount rates including airline crew rates,
associate rates and Emaar associate family and friend’s rates. However, you can
earn Upoints for eligible spend on food and beverage at participating hotels
posted to your room. Members can redeem Upoints only for room charges at stays
at Rove Hotels. Food and Beverage transactions at Rove Hotels do not qualify for
Upoints earning or redemption.Stays at Armani Hotels & Resorts do not qualify
for earning and redeeming Upoints However, members can earn Upoints at
participating restaurants and in-room dining at Armani Hotel Dubai only.
Redemption of Upoints are not available for any incidental charges posted to the
room , including and not limited to in-room dining and Food & Beverage. Members
can redeem Upoints at participating restaurants at Armani Hotel Dubai only.

For restaurants, you can earn and redeem Upoints as a registered member on
eligible spend charged to one bill at participating brands for tables of up to 9
guests. A table of 10 guests or more is considered a group and is eligible for
earning and redemptions Upoints, however on full price only i.e not after
application of any discounts or promotions. Earning and redeeming Upoints on
consecutive bills does not apply. A minimum of 4 hours is required between
settling two restaurant bills for you to earn or redeem Upoints. Transactions
made on in-room dining are eligible for Upoints earnings and redemptions.
However, as for mini bar transactions these are available for redemption only
and are not eligible to earn Upoints. You can earn and redeem Upoints against
internal promotions hosted and managed by Emaar Hospitality Group. Transactions
made on tobacco is not eligible for Upoints earning and redemptions. However,
transactions made on shisha are available for redemption only and are not
eligible to earn Upoints. Promotion terms and conditions to apply. However, any
third party offers, third party promotions, third party vouchers or credit card
hosted promotions, associate discounted rates, other promotions and discounted
rates are not eligible for Upoints earnings.

For participating Spas, members can earn and redeem on spa. Discounted spa
vouchers purchased as a result of an ineligible hotel rate or via a third party
are not eligible for earning of Upoints.

For partner entertainment attractions, you cannot earn or redeem on corporate
spend, external or third party offers, third party promotions and third party
vouchers, group bookings including destination management companies and
corporate partners, discounted birthday party packages, Emaar Entertainment
Group managed promotions at discounted rates, Emaar staff and associate
discounted rates, other promotions and discounted rates. A group of more than 25
or more are not eligible for earnings and redemption. Mobile POS at Dubai
Aquarium & Underwater Zoo; Dubai Ice Rink; KidZania®; and Reel Cinemas Kiosk are
not available for earning or redemptions. Earning or redeeming Upoints is not
possible on an annual membership and its associated benefits at the Dubai
Aquarium & Underwater Zoo.

At Dubai Marina Mall and Emaar Community Malls, members can earn points across
any store (except services like banks and utility like payment of DEWA bills)
for a minimum spend of AED 20 and provided receipts are successfully posted
within 14 days of the receipt date.


DO I RECEIVE UPOINTS ON PURCHASES MADE WITH MY EMAAR GIFT CARD?

Yes, you can earn Upoints on transactions made with your Emaar Gift Card.


CAN I HAVE MORE THAN ONE U BY EMAAR ACCOUNT

No. You are allowed only one membership account and that should be in your legal
name.


CAN I HAVE MORE THAN ONE MEMBERSHIP ACCOUNT UNDER MY NAME AND MOBILE NUMBER?

No. You are allowed to have only one membership account under your name and this
will be linked to a one mobile number.


CAN I TERMINATE MY MEMBERSHIP WITH U BY EMAAR?

If you want to cancel an existing membership, you will need to provide a written
notification of cancellation to customerservice@UbyEmaar.com. Upon receipt, U By
Emaar call centre will terminate the membership by deducting all Upoints and
tier Upoints. Members will not be able to avail of any service benefit offered
by U By Emaar loyalty programme.


CAN I EARN AND REDEEM UPOINTS FOR MULTIPLE ROOMS IF I AM PAYING FOR THEM?

Yes. All eligible charges for these rooms must be paid together on one folio,
i.e. one hotel bill, which must be requested at the time of check-in. Upoints
can be earned or redeemed only for eligible charges incurred


DOES U BY EMAAR ALLOW FAMILY OR CORPORATE MEMBERSHIP?

U By Emaar is designed for individual customers. While we do not offer corporate
or family memberships at this stage, you can earn Upoints on eligible spend made
for work and business at the participating brands. To do so, you must provide
your membership number or your registered mobile number or just show your
membership card before the payment has been processed.


CAN MEMBERSHIP TERMS AND CONDITIONS CHANGE ON U BY EMAAR?

The programme owner, Emaar, reserves the right to change, modify or cancel Terms
and Conditions linked to the programme without notice. You will be informed of
the same when applicable. However, it is your responsibility as a member to keep
yourself updated about programme rules and Terms and Conditions which are
published on the programme website www.UbyEmaar.com. Terms and Conditions of the
programme may change without prior notice.


CAN I EARN, REDEEM AND GET ACCESS TO BENEFITS OF MULTIPLE PROGRAMMES?

No, you will be able to choose and benefit from only one loyalty programme and
cannot use two or more programmes in conjunction to earn Upoints, redeem Upoints
and get access to benefits (e.g; Emirates Skywards, Address Residency Privilege
Programme).


CAN I EARN UPOINTS IF MY INDIVIDUAL ELIGIBLE HOTEL SPEND IS BILLED DIRECTLY TO
MY COMPANY?

If your individual eligible hotel spend is authorised by you at the time of its
settlement at checkout and is billed to your company directly, your stay is
eligible to earn Upoints. However, for group master-billing arrangements where
charges for multiple rooms are placed on one hotel bill and billed to your
company or common address or settled at the time of checkout by one individual,
these will not be eligible to earn Upoints.


CAN I EARN AND REDEEM UPOINTS FOR MULTIPLE RESTAURANT BILLS OR ENTERTAINMENT
PARTNER ATTRACTIONS, IF I AM PAYING FOR THEM?

You can earn Upoints for multiple bills at a restaurant for up to 9 guests or
entertainment partner attractions provided your membership number or registered
mobile number was shared before processing the payment. Upoints can be earned or
redeemed only for eligible charges incurred.


CAN OCCUPANTS OF PARTICIPATING SERVICED RESIDENCES WHO CHOSE TO USE THE BENEFITS
AND DISCOUNTS OF THE RESIDENCY PRIVILEGE PROGRAMME EARN OR REDEEM UPOINTS ON
ELIGIBLE SPEND?

Yes, occupants of serviced residences managed by Emaar Hospitality Group who
chose the residency privilege programme can earn or redeem Upoints against their
eligible spend at participating restaurants and entertainment partner
attractions.

However, only guests who stay within the hotel rental pool of participating
serviced residences can earn or redeem Upoints against their eligible spend
after applying the residency privilege programme discounts or benefits. Earning
of Upoints is limited to the first 29 consecutive nights per room only and for a
maximum of 9 rooms per stay, if all Eligible Spend for the rooms are paid on one
folio. A minimum of 24 hours is required between checkout and check-in in order
for you to earn Upoints, consecutive stays do not apply.

Owners who live in participating serviced residences will not be able to earn or
redeem Upoints against their eligible stay.


CAN I MERGE OR COMBINE UPOINTS WITH ANOTHER U BY EMAAR MEMBER?

No. You cannot merge your U By Emaar membership with other programme members.
However, if you have accidentally created more than one membership account, you
can merge these accounts. You will need to undergo verification in order to
merge accounts by providing certain information. This can be done by calling the
U By Emaar call centre on 800-LOYALTY (569 2589) in the UAE or +971 4 567 2000
from outside the UAE.


U BY EMAAR CALL CENTRE


DOES U BY EMAAR HAVE A DEDICATED CALL CENTRE?

U By Emaar has a dedicated call centre that operates from 9am to 9pm (GMT + 4),
7 days a week.


HOW CAN I CONTACT THEM?

You can contact the U By Emaar call centre on 800-LOYALTY (569 2589) within the
UAE or+971 4 567 2000 from outside the UAE. Alternatively, you can email the
team at customerservice@UbyEmaar.com


WILL I HAVE TO UNDERGO SECURITY QUESTIONS?

Yes, you will be asked security questions to verify you are the account holder.
Security questions are as per policy and legal requirements and ensure that we
share your account details with only you. It helps keep your information safe.


CAN SPA MEMBERSHIP EARN OR REDEEM UPOINTS ON ELIGIBLE SPEND AT PARTICIPATING
BRANDS?

Yes. Spa memberships are eligible for earnings and redemptions across
participating brands.


CAN LEISURE CLUB MEMBERS EARN OR REDEEM UPOINTS ON ELIGIBLE SPEND AT
PARTICIPATING RESTAURANTS?

The Leisure Club members of Address Montgomerie Dubai, Dubai Polo & Equestrian
Club, and Arabian Ranches Golf Club who chose their leisure club food and
beverage discount are entitled to earn Upoints or redeem Upoints on any eligible
spend at participating restaurants. However, they cannot use and combine the
discount as a higher tier member of U By Emaar as well as discount provided to
Leisure Club Members.


CAN FITNESS CLUB MEMBERS EARN OR REDEEM UPOINTS ON ELIGIBLE SPEND?

No. Fitness club memberships are not eligible for earnings and redemptions at
fitness clubs. However, members can avail benefits and earn and redeem Upoints
at other participating brands within U By Emaar.

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