Haven Stays & Hospitality is a Dubai-based real estate advisory, residency-visa consultancy, property management company and licensed holiday-home operator. Handling your personal information is unavoidable in this work — a property transfer, a Golden Visa file or a guest check-in simply cannot happen without it. This policy explains, in plain language, exactly what we hold, why we hold it, and what you can ask us to do with it.

1. Who we are

In this policy, “we”, “us” and “Haven” mean Haven Stays & Hospitality, operating from Business Bay, Dubai, United Arab Emirates. We are the controller of the personal information described here, which means we decide why and how it is used.

This policy applies to this website, to enquiries you send us by telephone, email or WhatsApp, and to the services we deliver: property advisory and brokerage, Golden and tourist visa processing, property management, and short-term holiday-home rentals.

2. The information we collect

We only ask for what a given service genuinely requires. Depending on how you deal with us, that may include the following.

Enquiry and contact details

  • Your name, email address, telephone or WhatsApp number and country of residence.
  • The content of your enquiry — budget, preferred community, property type, intended use and timeline.
  • Records of our correspondence with you, including call notes, emails and messaging threads.

Booking and stay details

  • Arrival and departure dates, number of guests, guest names and any accessibility or dietary requirements you tell us about.
  • Payment card or bank transfer references processed through our payment providers. We do not store full card numbers on our own systems.
  • Guest registration data that a licensed holiday-home operator in Dubai is legally required to record and report to the Department of Economy and Tourism.

Identity and compliance documents

  • Passport copies, national identity documents, Emirates ID, visa pages and entry stamps.
  • Photographs, marriage and birth certificates and attestation stamps, where a residency or dependant application requires them.
  • Proof of funds, bank statements, salary certificates and source-of-wealth information required for anti-money-laundering checks on property transactions.
  • Title deeds, sale and purchase agreements, tenancy contracts and Ejari registration data for properties we broker or manage.

Website information

  • Your IP address, browser type, device type, approximate location and the pages you viewed.
  • Aggregated analytics about how visitors find and move through this site.

We do not deliberately collect special-category information such as health data. Where a UAE medical fitness test forms part of a residency application, the result is issued directly to the relevant authority; we handle only the confirmation that a step has been completed.

3. Our lawful basis for using it

We rely on one of the following grounds each time we use your information:

  • Performance of a contract — to deliver the advisory, management, visa or holiday-home service you have engaged us for, or to take steps at your request before entering into one.
  • Legal obligation — to meet the requirements of UAE law, including Dubai Land Department registration, Ejari, anti-money-laundering rules and tourism-permit reporting.
  • Legitimate interests — to run and improve our business, keep records of transactions, prevent fraud and respond to enquiries, provided your rights are not overridden.
  • Consent — for marketing emails, market updates and non-essential cookies. You may withdraw consent at any time without affecting anything done beforehand.

4. How we use your information

  • To answer your enquiry and prepare a shortlist, cost sheet or yield projection tailored to your goal.
  • To arrange viewings, reservations, contracts and Dubai Land Department transfers.
  • To prepare, submit and track residency, investor, tourist and dependant visa applications, including Emirates ID issuance.
  • To manage a property on your behalf: tenant screening, Ejari registration, rent collection, maintenance and monthly owner reporting.
  • To confirm, service and invoice a holiday-home booking, and to meet guest-registration obligations.
  • To take payments, issue receipts and maintain accounting records.
  • To send market updates and service news where you have asked to receive them.
  • To meet our legal, regulatory and audit obligations, and to establish or defend legal claims.

We do not sell your personal information to anyone, and we do not pass your details to unrelated brokers or call centres.

5. Who we share information with

We share only what is necessary, only with parties who need it, and only for the purposes described above. Those parties typically include:

  • Developers and sellers — to reserve a unit, issue contracts and process handover.
  • The Dubai Land Department and RERA — for title registration, Oqood registration of off-plan units, Ejari and valuation certificates.
  • The Department of Economy and Tourism (DET) — for holiday-home permits and the guest registration a licensed operator must file.
  • The General Directorate of Residency and Foreigners Affairs (GDRFA) and ICP — for entry permits, residency visas and Emirates ID.
  • Approved typing centres and PRO service providers — who submit applications on our clients’ behalf.
  • Banks and mortgage brokers — where you ask us to arrange finance or open an account.
  • Payment processors — to take card and bank payments securely.
  • Conveyancers, registration trustees, legal advisers, accountants and auditors — in the ordinary course of a transaction.
  • Booking platforms — where a stay is reserved through a listing channel rather than directly with us.
  • Maintenance and housekeeping contractors — limited to the access details needed to attend a property.

We may also disclose information where we are required to do so by law, by a court, or by a competent UAE authority.

6. International transfers

Most of our clients live outside the UAE, and some of our suppliers — email, cloud storage, analytics and payment providers — process data outside the UAE. Where information is transferred abroad, we take reasonable steps to ensure it remains protected to a standard consistent with UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data, including contractual safeguards with our suppliers.

7. How long we keep information

  • Enquiries that do not proceed: up to 24 months, then deleted or anonymised.
  • Property transactions: retained for the period required by UAE commercial, tax and anti-money-laundering law — generally at least five years from completion.
  • Visa files: retained for the life of the permit plus the period authorities may require records to be produced.
  • Guest booking records: retained for the period tourism regulation requires, and for accounting purposes thereafter.
  • Marketing consents: until you unsubscribe, plus a suppression record so we do not contact you again in error.

8. How we protect your information

Identity documents are stored in access-controlled systems, shared over encrypted channels and made available only to the advisor handling your file and the colleagues supporting it. Devices are password-protected, accounts use multi-factor authentication where the service supports it, and access is removed when a team member leaves.

No system is perfect. If a breach occurs that is likely to affect your rights, we will notify the relevant authority and, where required, you, without undue delay.

Please help us protect you: send passport scans and financial documents only through channels we have confirmed, and treat any request to change payment details as suspicious until you have verified it by telephone on a number you already hold for us.

9. Your rights

Subject to the conditions of UAE data-protection law, you may ask us to:

  • Confirm what personal information we hold about you and provide a copy of it.
  • Correct information that is inaccurate or incomplete.
  • Delete information we no longer have a lawful reason to keep.
  • Restrict or object to certain uses, including profiling for marketing.
  • Transfer your information to another provider in a structured, machine-readable format.
  • Withdraw consent to marketing at any time.

We will respond within 30 days. There is no charge unless a request is manifestly excessive or repetitive. We may need to verify your identity before we act, which protects you as much as it protects us. Some information — particularly transaction and visa records — must be retained even after a deletion request, because UAE law requires it.

10. Cookies and website analytics

This website uses a small number of cookies. Essential cookies keep the site working — remembering your search filters, for example. Analytics cookies help us understand which pages are useful and where visitors give up, so we can improve them.

You can block or delete cookies through your browser settings at any time. Blocking essential cookies may stop parts of the site from working as intended. We do not use cookies to build advertising profiles about you, and we honour browser “do not track” signals where they are sent.

11. Changes to this policy

We review this policy at least annually and whenever our services or the law changes. The date at the top of this page always shows the current version. Material changes affecting active clients will be communicated directly by email.

12. How to contact us

If you have a question about this policy, want to exercise a right, or wish to complain about how we have handled your information, contact us and we will deal with it personally:

If you are not satisfied with our response, you may raise the matter with the UAE Data Office, the federal authority responsible for personal-data protection.