FAQ

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

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, 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.

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.

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!

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.

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.

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.

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.

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).

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 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.

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

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.

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

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).

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.

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.

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.

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).

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.

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.

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.

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

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.

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.

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.

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.

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

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.

No, Emaar Gift Card purchases are not eligible to 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)

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

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

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.

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 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.

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.

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).

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.

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 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.

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

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 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 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

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

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

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.

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

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

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.

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.

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.

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.

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

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.

No. Tier Upoints are not available for redemption.

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.

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.

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.

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

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.

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?

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 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.

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

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

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

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.

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.

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.

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.

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.

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.

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 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

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 across participating brands.

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.

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.