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Frequently Asked Questions

Question: Can I get assistance at the airport?
Answer: Atlantis operates a welcome kiosk at Terminal 1, Terminal 2 and 3 at Dubai International Airport. The booth is located in the arrival hall should you require any assistance for your stay with us. For any limousine, taxi or transfer services, please contact +971 4 426 2000 for assistance in making the necessary arrangements.


Question: How can I pay for my booking online?
Answer: We accept the following international credit cards: VISA, Mastercard, American Express, Diners Card, Union Pay

Atlantis, The Palm accepted credit cards


Question: What if I wish to book a few rooms for my large family?
Answer: If you would like to book multiple rooms, please use a different name for each room, otherwise the duplicate name reservation may be cancelled by the resort. A maximum of 9 rooms can be reserved through the website. Requests exceeding 9 rooms will be considered as a group request and should be channelled via the resort's Convention Sales department and group rates will be applicable. Please email groups@atlantisthepalm.com or call +971 4 426 0399 for more information.


Question: How do I cancel or change my reservation?
Answer: If you wish to make any changes to your confirmed online reservation at Atlantis, login to your account by clicking “Manage Your Stay” at the top of the page -if you don’t have an account, please Sign Up here. You can also call us directly where our travel specialists are waiting to assist you, please dial +971 4 426 1000.

Cancellation charges apply, varying seasonally:

  • Low season: Bookings cancelled within 3 days prior to arrival at 15.00 hrs (DXB time) will be charged 100% of total booking.
  • High season: Bookings cancelled between 21 - 8 days prior to arrival at 15.00 hrs (DXB time) will be charged 50% of total booking. Bookings cancelled within 7 days prior to arrival at 15.00 hrs (DXB time) will be charged 100% of total booking.
  • Peak season: Bookings cancelled between 28 – 22 days prior to arrival at 15.00 hrs (DXB time) will be charged 25% of total booking. Bookings cancelled within 21 days prior to arrival at 15.00 hrs (DXB time) will be charged 100% of total booking.
  • New Year Period: *100% of the total booked period will be charged in advance, non refundable at least 45 days prior to arrival.
  • Early Departure: 100% of the total booked period will be charged. In case of pre-payment, the amount will be non-refundable.
  • A change in the length of stay or dates of your reservation is subject to availability and may result in a rate change.
  • No Show: 100% of the total booking, charged in all seasons.

Please view our Terms and Conditions for more information.


Question: How many people can be accommodated in Atlantis rooms?
Answer:

  • For Deluxe, Ocean Deluxe, Palm Beach Deluxe and Imperial Club maximum capacity is 4 (2 adults + 2 children below 12 years of age or 3 adults or 3 adults + 1 child below 12 years of age - surcharge for extra bedding)
  • For Terrace Suites and Executive Suites maximum capacity is 4 (2 adults + 2 children below 12 years of age or 3 adults - surcharge for extra bedding)
  • For Regal Suites and Presidential Suites maximum capacity is 3 (2 adults + 1 child below 12 years of age or 3 adults - surcharge for extra bedding)
  • For 2 Bedroom Family Suite maximum capacity is 6 adults + 1 infant cot (maximum occupancy of 6 can be a combination of adults and children)
  • For Underwater Suites maximum capacity is 2 (2 adults)
  • For Grand Atlantis Suite maximum capacity is 6 (4 adults + 2 children below 12 years of age or 6 adults - surcharge for extra bedding)

Question: I sometimes enjoy a cigar after a wonderful evening, can I smoke in the resort?
Answer: Smoking inside the hotel is permitted only in designated smoking rooms and in the N'Dulge Nightclub, located at The Avenues, second floor. In order to accommodate the needs of non-smoking guests, non-smoking rooms have been specially prepared by the resort housekeeping staff. A guest who has not selected to have a smoking room, and thus has been accommodated in a non-smoking room, cannot smoke on the terrace/balcony of the non-smoking room, as the scent of the smoke can penetrate into the room.

Smoking at Aquaventure is permitted only at the two designated smoking areas, which are the outside seating areas on the north side (adjacent to the toilet facilities) at both Barracudas and Shark Bites.

Royal Towers, outdoor pool decks, leisure areas and restaurant terraces are intended to accommodate both smoking and non-smoking guests. For the comfort and convenience of all guests, separate smoking and non-smoking areas have been designated. When arriving at any of these locations, please indicate to the resort staff your smoking or non-smoking preference and the staff will show you to the appropriate area. The resort staff will always endeavour to meet your request; however, on occasion, high demand may mean your preferred smoking or non-smoking area is not available.


Question: Dubai has a warm climate; can I roam freely in the resort in my shorts?
Answer: In keeping with the relaxed ambiance of the resort, the restaurant dress code is “resort casual.” Shorts and flip flops should only be worn at the casual restaurants in Aquaventure, Dolphin Bay or poolside.

In respect for local customs, a cover-up over swimwear is requested. Nude or topless bathing is not in accordance with Dubai’s cultural norms and is not permitted at the resort.

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