Frequently Asked Questions

About programme and enrolment

About programme and enrolment

About programme and enrolment

About programme and enrolment

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 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.

No. However, U By Emaar will send you account statements on a scheduled basis to the email address you submitted when you registered. Your latest account information is also available on the U By Emaar website under ‘My Transactions’.

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).

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.

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

Please click here to view Terms and Conditions of the 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 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.

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.

Yes. You will receive a membership card instantly upon enrolment at any of the participating brands. All instant cards will be Black tier cards. If you enrolled in U By Emaar online, you can collect the membership card on your next visit to any of the participating brands by sharing your registered mobile number. As a higher tier status member, namely Silver, Gold and Platinum, you will receive a membership card by courier service with your name and card expiry details printed on it. Please allow 4-6 weeks for your membership pack to arrive.

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

U By Emaar website and account maintenance

U By Emaar website and account maintenance

U By Emaar website and account maintenance

U By Emaar website and account maintenance

Yes. You can check your U By Emaar account activity, history of transactions and Upoints balance by logging onto www.UByEmaar.com, and clicking on the ‘My Transactions’ button.

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.

To update your personal details, please log into your account on www.UByEmaar.com and click on ‘My Account’ followed by ‘My Profile’ and ‘Edit Account Settings’. 

You will be able to update all your personal details online except your First Name, Middle Name and Last Name. To update such details, you will need to share relevant documentation in the form of a Passport copy / Emirates ID copy / Marriage certificate copy (in case of change in maiden name), with a duly signed letter to - customerservice@UbyEmaar.com. 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.

Visit the www.UByEmaar.com homepage and enter your username and click on ‘Forgot Password’ to reset your password. You will receive an email with instructions to reset your password and regain access to your account online.

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.

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).

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.

Redeeming Upoints

Redeeming Upoints

Redeeming Upoints

Redeeming Upoints

No. Tier Upoints are not available for redemption.

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.

U By Emaar call centre

U By Emaar call centre

U By Emaar call centre

U By Emaar call centre

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

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

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.

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.

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.

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

U By Emaar membership

U By Emaar membership

U By Emaar membership

U By Emaar membership

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

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.

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 card. 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, i.e. if the price of an item is 24.99 AED, you will earn 24 Upoints.

You can earn and redeem Upoints against internal promotions hosted and managed by Emaar Hospitality Group. Promotion terms and conditions to apply. 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.

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.

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).

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.

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

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.

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.

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

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

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.

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.

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.

U By Emaar loyalty programme tiers

U By Emaar loyalty programme tiers

U By Emaar loyalty programme tiers

U By Emaar loyalty programme tiers

Earning Upoints

Earning Upoints

Earning Upoints

Earning Upoints

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.

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].

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.

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.

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

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.

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

  • Hotels - Earn 1 Upoint for every United Arab Emirates Dirham (AED 1) you spend on eligible stays at Address Hotels + Resorts and Vida Hotels & Resorts.
  • Earn 1 Upoint for every two United Arab Emirates Dirham (AED 2) you spend on eligible stays (only) at Rove Hotels.
  • Restaurants - Earn 1 Upoint for every United Arab Emirates Dirham (AED 1) on eligible food and beverage spend at our participating restaurants.
  • 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 United Arab Emirates Dirham (AED 1) on eligible spend at Spa.

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.

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 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 Upoints against their stay.

Upoints can 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).

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.

You can earn Upoints on eligible spend at participating hotels, leisure clubs, restaurants and entertainment partner attractions. To view a full list of participating brands, please click here.

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

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.

In order to avail missing Upoints against past hotel stays, you will need to go to www.UByEmaar.com, login to your account and click on ‘Retroactive Claims’. You will then need to fill in your booking confirmation number, hotel name, check-in and checkout date on the website to make a successful claim. Your request will be reviewed by U By Emaar team and if it meets the retroactive claims Terms and Conditions, your Upoints will be credited to your account.

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