What are the different modes of payment ?

Popular Topics As of now, you can make credit and debit card payments in citylaila.

Does citylaila take any kind of deposit for the booking and ask to pay the remaining amount later ?

No. We don't take any kind of deposits. We take the amount in online mode all at once.

Is my Card's information being safe with citylaila?

Yes, it is safe, and we do not share it with anyone.

Do you accept all kinds of currencies ?

citylaila accepts payment in USD

How do I cancel my bookings in citylaila?

Go to my lounge section and click on the cancellation policy. There you can use the options on how to cancel your bookings by just clicking on the option and give a reason on why you are doing it. If there are any cancellation charges that you need to bear them.

Will citylaila have a cancellation charge for canceling a booking ?

It depends on the activity and the time taken by you to cancel it. Some activities may take charges, and some may not be up to a certain amount of time. In advance only, please have a glance at the cancellation policies of the activity while you are booking.

Vacation Packages

We are working with our travel partners to continue to review and update travel policies for your vacation package in light of the possible impacts of COVID-19. If you wish to cancel your vacation package, you can see your current options and how to cancel by going to My Trips. We recommend you check back closer to your vacation if your trip is scheduled in more than 7 days from now.

Things To Do and Ground Transportation

Many of our travel partners continue to review and update their policies. Check My Trips to see if your reservation qualifies for free cancellation.

How to cancel your activity or ground transportation booking:

Try this first: Cancel online from My Trips Access your booking and follow the instructions to cancel your booking If you don't see an option to cancel, it might mean that your booking is either too close to its start time or is non-refundable.

Can we book an activity over the phone ?

Yes,youcancallusonthephonenumberI (+971)506800227and our customer service members will assist for any kind of bookings.

Do you collect any fee charges to book an activity on the phone ?

No. We do not collect any kind of fee for all the booking services. Our customer service people will respond to all your services without any charge.

How will I able to see all my Bookings ?

To view your bookings , you must login with your I'd and password in citylaila and then you can view all the other activities like bookings, cancellation policy , printouts , booking information through message and mail.

My payment has been done but I didn't get a confirmation message . What do I do ?

We request you to check your mail and the message that is linked through your phone number. If then also you didn't get any confirmation then you mail us at [email protected] . We will check and solve the issue and then get back to you immediately.

Do we get any confirmation message after the booking ?

Yes Once the payment is successfully done you will receive the confirmation message via mail and the phone number you have provided.

Do we need to Reconfirm the booking again ?

No But you can view the bookings by just doing a login with your I'd and password (or) you can call to our hotline number to know the details of your booking.

How is the process of amendment done in the booking ?

The confirmed messages will be received immediately . If you wish to make a change in the booking then please cancel the current booking and make the changes. For cancellation of the bookings we do not take any charge.

What are the modes of payment for the bookings ?

We take online payment mode only.

Do you take any kind of deposit for the booking and ask to pay remaining amount later ?

No We don't take any kind of deposits. We take amount in online mode all at once.

To whom I should call , if I face any problem while I am booking ?

Please call us at numbers provided (+971)506800227or you can mail your problem . We will assist you with all the booking procedures.

Can we make reservations for others ?

Yes you can make them and pls don't forget to mention their names in my lounge section.

If you are using the payment gateway to pay online using Debit/Credit Card or Net banking, then you are doing so with the consultation/approval of the card owner/account holder (if in case you are not the card holder/ account holder yourself). If the payment is not processed because of any reasons, then you are supposed to deposit cash in our Bank Account within next 24 hours, otherwise the respective booking will be cancelled. In such scenarios the booking/Reservation will be subject to availability .
Due to loss of availability or technical error there could be a possibility that the booking might not go through while processing the payment through Credit/Debit card or Net banking account. During such circumstances our support team shall refund the full amount (the actual amount the said booking is processed for without deducting the applicable charges) within 24 working hours of the booking processed to the same Credit/Debit Card or Net banking account from which the booking is processed.
If transaction is found suspicious by our risk management team and to protect your payment from potential fraud, we are forced to identify the credit card holder before we proceed with the payment. You may be asked to submit identification proof along with front copy of your credit card by email to complete your transaction. If you failed to produce the said documents on time, then your transaction/Reservation will be cancelled with immediate effect (for more clarity on this, you can get in touch with your nearest citylaila office).
Transaction processing charge will be borne by the user for using the payment Gateway.
If the transaction has been cancelled by the user, processing charges will still apply to the Agent/card holder.
As a standard process if the booking is not processed because of some technical error or cancelled by the user, then the refund will be initiated in same Credit card / Debit card or Net banking account through which the booking has been originally processed. (Refund handling charges will be applicable in case of cancellation of booking from agents end over and above the cancellation charges as specified in the booking) Payment Gateway is an additional Payment option available for the user and is not the only option for making Payments. You can contact your nearest citylaila office to make your reservation by paying cash or transferring funds via wire transfers.
For more details please write to us at [email protected]
Cancellation and Refund Policy
Each service provider has its own refund and cancellation policy, as a result of which we adhere to the same. Also, refunds will be done only through the Original Mode of Payment.
Refund Policy and process: The reservations which are applicable for refund as per the cancellation policy specified in each booking will be entitled for refund (if applicable) and will be refunded within 15 working days from the date of cancellation request after the deduction of payment gateway processing charges.
Delivery Policy
Service of Hotel booking is confirmed as soon as payment is processed and we get the confirmation from respective hotel for booking made. citylaila will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.
Dispute and resolution policy
In case of any dispute agent can reach to local office over the mail with the details. citylaila will try to provide amicable solution to both the parties subject to availability of the booking. citylaila Decision will be final in case of any Dispute.