Frequently asked questions
General | Reservations | Careers | Sirius
General
Q. Who is Jumeirah?
A. Jumeirah is a world class international hotel and hospitality company which currently manages hotels in Dubai, London and New York. Please view our Portfolio for more information.
Q. What is Jumeirah Living?
A. Jumeirah Living is our luxury brand of residences and serviced apartments. Whether for short, mid-term or extended stays, Jumeirah Living will offer innovative yet personal lifestyle experiences unique to each guest, resident and owner, with a strong emphasis on effortless living.
Q. Where is the head office located?
A. Jumeirah Group Head Office is located on Al Sufouh Road, PO Box 73137, Dubai, UAE.
Q. Who should I contact at Jumeirah?
A. Please view our 'Contact Us' section. Should you be unable to locate the contact you are looking for, please email info@jumeirah.com with the relevant information and we will ensure your email is passed to the appropriate department.
Q. Where do I send questions and comments about this website?
A. Please comment by submitting the 'Feedback' form. If you are experiencing technical difficulties, please email to webmaster@jumeirah.com, include a brief explanation and provide any error messages received. We truly appreciate your feedback and will consider your ideas when enhancing our site with further content, features and functionality.
Q. Where can I send comments regarding a past stay, dinner or spa treatment at a hotel within the group?
A. Please send comments by submitting the 'Feedback' form. Be sure to include the subject of enquiry and your contact information.
Q. Who do I need to contact for any media requests?
A. Please contact our Corporate Communications department for any media requests. You may log on to the Press Centre for further details or send an email to Corporate Communications at pr@jumeirah.com.
Q. What is Sirius?
A. Inspired by the brightest star in the night's sky, Sirius is our dazzling new and improved Recognition and Rewards Programme from Jumeirah. Sirius is divided into three tiers - Blue, Silver and Gold - with Gold our most illustrious and coveted tier. While all tiers earn Sirius Points, which can be redeemed against a glittering world of new Awards, Silver and Gold members also receive an exclusive package of privileges. Log on to www.mysiriuscard.com for all the latest Sirius news, including details of Awards and Special Offers.
Q. What is your policy on 'Lost & Found' items?
A. Should any guests lose personal belongings whilst staying at a Jumeirah Hotel or Resort in Dubai, if recovered, the item will be recorded as 'found' by that particular property.
Each property keeps detailed records of all 'found' items, and will store these for a maximum of three months. After this period, in line with the directives of the General Department of Criminal Investigation in Dubai, all unclaimed items will be handed over to the nearest Police Station.
These 'found' items will then be kept at the police warehouse for a further three months after which they will be auctioned, and any funds raised given to charity.
Should hotel guests need to locate any item after the initial three month period expires, they are requested to contact the hotel who will assist in coordinating with the police station where the found items are handed over. The police will then advise the necessary procedures to locate any item.
Reservations
Q. How can I make an online reservation?
A. To make a reservation online select Check Rates & Book Now.
Q. How can I amend or cancel an online reservation?
A. Please go to 'Check Rates & Book Now' section of the hotel you have a reservation for. You will find and an area called 'Cancellations and Amendments'. For all other amendments and cancellations, email or call our Reservations Office.
Q. Why is my credit card needed to make a reservation?
A. Your credit card is only used as a form of guarantee. Your credit card details are required to make a reservation but will not be charged at the time of booking.
Careers
Q. Where can I find information about career opportunities within the group?
A. Information about the group's career opportunities is located on this Web site. Please view our Careers section online.
Q. Where can I send my resume?
A. You may submit your resume online through our Careers section.
Sirius
DEFINITIONS OF KEY TERMS USED IN THE SIRIUS WEBSITE
1. What are Sirius Points?
Sirius Points are the currency of our loyalty programme. As a Sirius Member, when you visit a Jumeirah Hotel or Resort, you earn one Point when you spend $3USD with us. When you stay at a Jumeirah Living serviced residence you will earn Bonus Sirius Points according to how long you stay. Your Sirius Points can be redeemed against Awards.
2. What are Tier Points and how do I earn them?
Tier Points are earned at the same time and rate as Sirius Points (on non-promotional spend only). Unlike Sirius Points, however, Tier Points are not redeemable. They simply determine your tier and your level of privileges.
3. What are Awards?
Awards show our appreciation of your loyalty. We have an extensive array of attractive Awards which you can gain in exchange for your accumulated Sirius Points. These include room stays and upgrades, treatments at our health and spa clubs and redemptions with our Partners, such as retail vouchers and "experience" gifts.
4. What does redemption of points mean?
“Redemption” is when you exchange your Sirius Points for Awards.
5. How do I earn Sirius Points?
As a Sirius Member, you can earn one Sirius Point for every $3USD you spend at any Jumeirah Hotel or Resort in Dubai, London and New York hotels as well as our Dubai-based theme park - Wild Wadi. You will also earn Bonus Sirius Points when you stay at a Jumeirah Living serviced residence.
When visiting a Jumeirah Hotel or Resort, Sirius Points are awarded at a rate of 1 point per $3 USD (or the currency equivalent) on all Eligible Spend, net of tax and service charges. Sirius Points awarded based on a currency other than USD, will be calculated from the quoted currency converted into USD using a published rate of exchange in effect during the quarter in which the transaction is credited. Exchange rates will be reviewed on a quarterly basis. The published rate will be determined at the sole discretion of Jumeirah International LLC. Should actual exchange rates vary by more than 10% from published rates within any quarter Jumeirah International LLC will, at its sole discretion, review applicable rates and make exceptional changes if deemed necessary.
When staying at a Jumeirah Living serviced residence, you will earn 500 Sirius Points when you stay for between 15 and 29 nights, and 1000 Sirius Points for stay of more than 30 nights. Plus for each consecutive 30 nights you stay, you will receive another 1000 Sirius Points.
6. Can Sirius Points be earned for all type of room bookings?
No, Sirius Points will be awarded on eligible room rates only.
Eligible room rates are those defined as “publicly available” via Jumeirah’s website or booked through Jumeirah hotels directly or booked through properties managed by Jumeirah Living directly. When a booking is made via a Travel Agent or individual wholesale/ tour operator these packages are not considered eligible.
Other non–eligible rates are defined as airline crew rates, travel industry employee rates, group bookings, Conference and Incentives events, Banquets, Club Membership fees, and Jumeirah employee rates. Barter, complimentary and reward stays do not qualify for Sirius Points.
PROGRAMME INFORMATION
7. What is Sirius?
Inspired by the brightest star in the night’s sky, Sirius is our dazzling Recognition and Rewards Programme. As a Member, you earn Sirius Points which you can redeem
against a glittering host of Awards.
8. What are the benefits of joining Sirius?
As a Sirius Member, you earn Sirius Points, which you can redeem against an extensive array of attractive Awards. Silver and Gold Members also benefit from a special package of privileges.
9. How soon after I apply for Membership will I receive my permanent Membership?
If you join Sirius at one of our hotels, you will automatically receive a temporary Membership Card. If you join Sirius online, you will receive your Membership Number
and a password so that you can access the personalised areas of our website.
In order to qualify for your permanent Membership Card, you need to spend $30USD at our hotels. Once you have spent $30USD, your permanent Membership Card will be sent to you within 28 days.
LOGIN
10. I have forgotten my username and password. What should I do?
Do not worry if you have forgotten your password. Simply click on forgot your password? And follow the steps to get your new password.
11. How can I activate my profile details online?
If you are already a Sirius Member, it is simple to log in. Just click on register now! And follow the steps to register.
EARNING SIRIUS POINTS
12. When can I start earning Sirius Points?
You can start earning Sirius Points as soon as you have received your temporary Membership Number.
13. How long will it take for Sirius Points to be credited to my Account?
Please allow up to 28 days for Sirius Points to be credited to your Account.
14. Where can I use my Sirius Card?
You can use your Card and earn Sirius Points in all Jumeirah Hotels & Resorts worldwide including our Dubai-based theme water park, Wild Wadi Water Park, and all Jumeirah Living serviced residences.
REDEEMING SIRIUS POINTS
15. How can I use my Sirius Points?
Your Sirius Points can be redeemed against a host of exciting Awards. Just check the Awards' Tables to confirm how many Points you need.
16. How can I redeem my Sirius Points?
It is simple to redeem your Sirius Points online. Or, if you prefer, you can contact our Sirius Representatives by email, telephone, fax or letter.
17. How long will the redemption process take?
You must request your Award 48 hours in advance for restaurants and room stays. However, during busy times, we recommend that you request redemptions 14 days in advance in order to avoid disappointment.
All Partner Vouchers and retail items will be delivered within 28 days.
18. Can Awards be issued on Sirius Points earned during current stay?
No. You cannot use Sirius Points during the same visit that they are earned.
19. How long are Awards valid?
Most Awards must be used within three months, after which their validity expires. Experience Vouchers, however, are valid for up to one year.
20. Will my Sirius Points expire?
Your Sirius Points are valid for two years, after which they will expire (even if you are still a Member). So get a move on. Make sure you redeem your points for one of our irresistibly attractive Awards while they are still valid.
MEMBERSHIP AND CARD VALIDITY
21. I have lost my Card. What should I do?
Do not worry if you have lost your Card. Simply inform us immediately and we will replace it.
22. How long is my Card valid?
Have a look at the front of your Sirius Card. You will find the expiry date printed there.
23. Why has my Membership become deactivated?
If there is no spend registered on your Card in a 24-month period (12 months if using a temporary Card) your Card will become inactive. Your Account will be closed and you will lose any Points that you have accumulated.
24. What do I need to do to reactive my Membership?
To reactivate your Account, contact our Sirius Representatives by email or
call: +971 (0) 4 364 7500
CLAIMING SIRIUS POINTS RETROACTIVELY
25. I have forgotten to claim Sirius Points. Can I still claim them?
If you have forgotten to claim Sirius Points, do not worry. It is also possible to add them afterwards. You must, however, make your claim within six months of the original transaction. If you want to claim for room stays, you can claim via this website. For restaurant claims, you need to send written details to our Sirius Representatives (see below address), with the copy of the bill for which you need to claim Points. Unfortunately, if you do not have the relevant documentation, we may be unable to credit you with Sirius Points.
If you are new to Sirius, you can claim Sirius Points for transactions that predated your Membership by up to 45 days.
CUSTOMER SERVICE CENTRE
26. How can I contact your Sirius Representatives?
If you have any problems or queries, regarding Sirius or our website, please contact our Sirius Representatives at the below address:
Sirius
P.O Box 214159
Dubai
U.A.E.
Telephone: +971 (0) 4 364 7500
Fax: +971 (0) 4 364 7501
Email: query@mysiriuscard.com
27. What are security details? Why do I need to provide them when I call Sirius Representatives?
Your security details are based on the information that you supplied us with on your application form. We ask your security details to ensure we only share details of your Account with you.