About isme by Jumeirah™

  • Q. What is isme by Jumeirah™ and what does it provide?

    JUMEIRAH™’s new dining and lifestyle programme called ‘isme by Jumeirah™’ has been designed to recognise and reward JUMEIRAH™ guests when visiting any participating hotel in the United Arab Emirates for dining, spa or leisure purposes but not necessarily spending the night in the hotel.

    isme by Jumeirah™ is a mobile app-based programme that provides instant rewards and savings on dining, spa and leisure facilities based not only on your spend but also on your preferences and places you like to visit.

  • Q. What does isme mean?

    isme is all about you, our valuable guests, ‘is me’ – the programme revolves around your preferences and provides JUMEIRAH™ experiences that are personalised to each and every one of you.

  • Q. What is the difference between the isme and isme Elite membership tiers?

    There are two tier levels, isme and isme Elite, each with their own exclusive benefits and rewards.

    • isme tier level is free and anyone can join to become a member.
    • isme Elite tier level gives you access to more benefits and rewards and can be purchased by paying an annual membership fee of AED 4,900 or by reaching a minimum yearly spend of AED 50,000.
  • Q. Why should I join isme by Jumeirah™?

    As an isme by Jumeirah™ member, you can avail of your benefits as soon as you join the programme. You will also instantly receive a selection of member-exclusive complimentary welcome vouchers, valid for 3 months from enrolment for isme members and one year from enrolment for isme Elite members.

  • Q. How does isme by Jumeirah™ work?

    isme by Jumeirah™ rewards you based on your spend, meaning that every time you dine, drink, relax or celebrate in any participating JUMEIRAH™ venue, you have the opportunity to collect and redeem more rewards on your mobile app. Additionally, every now and again, you may receive surprise rewards tailored to your preferences or experiences you favour. You can use your rewards to treat yourself and your loved ones to world-class experiences including brunches, gastronomic dinners, spa treatments and much more. Everything is delivered and redeemed through the app, so there is no need to worry about carrying cards and paper vouchers since it is all in your smartphone.

  • Q. Where can I use my isme by Jumeirah™ membership?

    isme by Jumeirah™ is a UAE-wide programme allowing you to collect and redeem rewards in the participating JUMEIRAH™ hotels and resorts around the United Arab Emirates, including Wild Wadi Waterpark and Talise Spa, Akaru Spa, excluding JUMEIRAH™ World Trade Centre Residences.

  • Q. How can I earn my rewards?

    Rewards can predominantly be collected based on eligible spend at any participating JUMEIRAH™ restaurants, Talise Spa & Fitness, Akaru Spa and Wild Wadi Waterpark™.

  • Q. Do you offer corporate membership?

    No, isme by Jumeirah™ only offers individual membership.

  • Q. Do you offer couple or family membership?

    No, isme by Jumeirah™ only offers individual memberships.

  • Q. Do you communicate in other languages?

    Our primary language of communication is English. The app and website are available in English only. However, some of our Customer Care representatives can speak Arabic.

  • Q. Do you have a website?

    Yes, isme by Jumeirah™ has a dedicated website which can be found at isme.jumeirah.com. The website contains information about the isme by Jumeirah™ programme and allows you to view your account online. You can check your spend and rewards at any time and also read more about the ongoing offers that are available. However, rewards cannot be redeemed through the website.

About the isme by Jumeirah™ Mobile App

  • Q. What is the isme by Jumeirah™ App?

    The isme by Jumeirah™ mobile application is an innovative and user-centric mobile platform through which you can manage your membership, receive your rewards and discover more about the participating JUMEIRAH™ venues. Because we recognise that each of you is unique, the isme by Jumeirah™ mobile app fully adapts to your lifestyle preferences and includes a wealth of personalised choices and features to make your JUMEIRAH™ experience as smooth and effortless as possible.

  • Q. Why do I need to get the isme by Jumeirah™ App?

    In order to enjoy the benefits of the programme, it is absolutely essential for you to download and use the isme by Jumeirah™ Mobile App. Without the app, you will not be able to avail of discounts nor redeem rewards.

  • Q. Where can I download the app?

    The app is available for download on the Apple store and the Google Play store.

  • Q. Is the app compatible with any smartphone?

    The app is compatible with any iOS device (from version 7.0) and Android device (from version 4.2).

  • Q. What can I do through the app?

    The app is necessary for:

    • Enrolling and activating your membership.
    • Checking the details of the different benefits and rewards.
    • Accessing member-exclusive ongoing rewards.
    • Activating and redeeming your discounts, rewards and welcome vouchers.
    • Enjoying your benefits and Rewards at the hotel.
    • Checking your spend.
    • Discovering the JUMEIRAH™ portfolio choice across the United Arab Emirates.
    • Learning more about the participating JUMEIRAH™ venues and hotels.
    • Saving your favourites and filtering your preferences.
    • Keeping up-to-date with any isme by Jumeirah™ news and events.
  • Q. What happens to my isme by Jumeirah™ account if I lose my phone or change my phone number?

    You can recover your account by simply downloading the isme by Jumeirah™ App again on your new phone and entering your usual log-in credentials.

  • Q. Do I have to pay for the isme by Jumeirah™ app?

    No, you don’t. The isme by Jumeirah™ App is free to download and can be found on your smartphone’s app store.

  • Q. Can I access my isme by Jumeirah™ membership on different devices?

    No, you cannot log in to your account on more than one device at a time, so you cannot share your account with anyone. The membership is strictly valid for one person only. If you use more than one device e.g. if you have a tablet and smartphone and install the isme by Jumeirah™ app on both, you must be logged out of the app on one device before being able to log in from another device.

  • Q. Will my app be linked to my online account on the isme by Jumeirah™ website?

    Yes, you can use the same membership number and password to access the isme website and the isme mobile app. You will seamlessly be able to manage your membership through both the website and the app.

  • Q. Do I need an internet connection to use any benefits or redeem isme by Jumeirah™ rewards from my smartphone?

    Yes, to use any benefits or redeem rewards from the app and to see what rewards are available to you, you will need either a Wi-Fi or 3G connection. It is essential that your smartphone is connected to the internet so that you can enjoy the benefits and redeem your rewards at participating hotels and resorts in the UAE.

  • Q. If I go to a participating venue and want to redeem a reward in my app, but find that the venue cannot accept the reward for some reason, can I cancel the redemption?

    Yes, you can cancel the redemption, but only before the JUMEIRAH™ colleague enters the outlet identifier PIN. Please note that a completed redemption cannot be reversed. We are unable to reinstate used rewards. If you are trying to redeem a reward that is not valid for the particular venue where you are, your app will display a pop-up to inform you that the voucher is not valid for this location.

  • Q. Can I monitor how much I have spent?

    Yes, when you use your member discount or redeem a reward you will be able to view how much you have spent in your transaction history. Please log in and go to the ‘My History’ tab within the isme app or the isme website.

  • Q. I have forgotten my redemption PIN. How can I reset it?

    The isme mobile app PIN reset process is as follows:

    1. Log in to the app and go to ‘My Preferences’.
    2. Select the Reset PIN option and simply follow the instructions that will appear on your screen.
    3. In case you have also forgotten your password and cannot log in to the app, you will first have to reset your password before you can reset your PIN.
    4. Alternatively, you can call an isme by Jumeirah™ Customer Care Representative on 800-isme (800 4763) and they will be able to guide you through the reset process.
  • Q. Do I have access to the Programme Rules and Terms and Conditions via my app?

    Yes, Terms and Conditions and Programme Rules are contained within the isme by Jumeirah™ app as well as within the isme by Jumeirah™ website.

  • Q. How can I manage my app settings?

    You can do so within the My Preferences section, which can be found on the dashboard in your isme by Jumeirah™ Mobile App. You can set your app preferences by choosing which features of the app you want to activate or deactivate, such as voucher expiry reminders, notifications and location services. This is also where you can reset your PIN.

Enrolment

  • Q. How can I apply to be an isme member?

    You can enrol into the isme by Jumeirah™ through any of these three options:

    • isme by Jumeirah™ Mobile App by simply following the instructions given in the app.
    • isme by Jumeirah™ website at www.isme.jumeirah.com
    • isme by Jumeirah™ Customer Care Centre by calling this number: 800-isme (800 4763).
  • Q. How can I apply to be an isme Elite member?

    You can enrol to become an isme Elite member by calling: 800-isme (800 4763).

  • Q. Can anybody apply?

    Anyone over the age of 21 can enrol to be an isme by Jumeirah™ member.

  • Q. Are there any charges for this membership?

    The isme membership, which is the base tier level, is free of charge. The isme Elite membership, valid for one year, can be purchased for AED 4,900 by calling this number: 800-isme (800 4763).

  • Q. When can I get an isme by Jumeirah™ membership card?

    One of the great advantages of isme by Jumeirah™ is that everything is delivered and redeemed through the mobile app, so there is no need to worry about carrying cards and paper vouchers since it is all in your smartphone.

Membership

  • Q. How long is my membership valid for?

    Your isme by Jumeirah™ membership can be valid indefinitely. As long as you have registered spend in the previous 2 years, it does not expire.
    isme Elite membership is valid for one year and can be renewed on an annual basis for one further year at a time.

  • Q. Can I cancel my membership?

    Yes, your isme by Jumeirah™ membership can be cancelled at any time, by contacting an isme by JUMEIRAH™ Representative on this number: 800-isme (800 4763). If you are an isme Elite member, you can terminate your membership by submitting a written termination notice to info@isme.jumeirah.com within 14 days of your enrolment date, if you have not actively used your membership. For more details on the cancellation process please refer to the programme Terms and Conditions.

  • Q. I haven’t received my welcome email – what can I do?

    In case you have not received your welcome email, please double-check that you have given the correct email address. If you are sure that you have but you are still not receiving any email, please call the isme by Jumeirah™ Customer Care team on 800-isme (800 4763).

  • Q. Can I avail of my benefits and Rewards without downloading the mobile App?

    No, in order for you to enjoy the benefits of the isme membership, you will be required to download the isme by Jumeirah™ mobile app.

  • Q. Can I transfer rewards or vouchers to my friends and family?

    No, you cannot transfer any of your rewards as they can only be used by the isme member.

  • Q. Can I pay to be upgraded to the isme Elite tier?

    Yes, you can do this by contacting isme by Jumeirah™’s customer care team on 800-isme (800 4763) to arrange payment for the membership fee of AED 4,900. Your membership tier will immediately be upgraded to isme Elite upon confirmation of payment and you will have instant access to isme Elite benefits and complimentary vouchers for one year.

  • Q. Can I get upgraded to an isme Elite membership without paying?

    Yes, you can be upgraded to isme Elite membership if you spend a minimum of AED 50,000 per membership year on eligible spend at participating JUMEIRAH™ venues. If you get upgraded based on your yearly spend, you will gain access to all the isme Elite enhanced benefits but the complimentary isme Elite vouchers will not be included.

  • Q. Does my membership get renewed automatically?

    isme by Jumeirah™ memberships are valid indefinitely so they do not need to be renewed.

    isme Elite memberships are valid for one year from the date of enrolment and can be renewed for a further year by calling 800-isme (800 4763) to pay for the isme Elite membership fee again.

    Alternatively, if you are an isme Elite member and reach an annual spend amount of AED 50,000, your membership will automatically be renewed for another year.

  • Q. Can I check my account and rewards online?

    Yes, you can view your spend rewards and membership details online by logging into isme.jumeirah.com, using the same membership ID and password as for the mobile app. However, to manage your account, use your benefits or redeem any rewards, you have to log in to your isme by Jumeirah™ mobile app.

  • Q. Can I change my details online?

    Yes, your contact details can be changed in the isme by Jumeirah™ app by simply logging in to your profile with your isme by Jumeirah™ membership ID.

  • Q. What is eligible spend?

    isme by Jumeirah™ spend is registered as eligible spend at participating JUMEIRAH™ Hotels & Resorts in the United Arab Emirates, for spend on: (I) food and beverage in participating restaurants; (II) spa charges at Jumeirah Talise Spas and Akaru Spa; (Ill) selected spend at Talise Fitness and at Wild Wadi Waterpark™, when the bill is paid and settled for by an isme by Jumeirah™ member at the time of usage.

    Spend will not be registered for any of the above charges signed to a hotel room, corporate or city ledger accounts, room charges, health club spend at selected Talise Fitness, conference and banqueting functions, corporate and company dining events, service charges, municipality fees paid, tourism fee, tobacco, business centers, gift vouchers which are used as payment, theatre, third party charges, paid out charges, other miscellaneous items, restaurants not managed by JUMEIRAH™ or franchise restaurants nor at any of the properties managed by JUMEIRAH™ Living.

  • Q. Can I retrospectively claim for missing isme by Jumeirah™ spend?

    Yes, you can. However, if you chose to register your Jumeirah Sirius membership at the time of purchase, then you cannot claim retroactively for isme by Jumeirah™ spend on that purchase.

    If you haven’t used your Sirius membership and haven’t automatically accrued your isme spend on one transaction for any reason, and wish to retro claim for your isme by Jumeirah™ spend, you must do so within two months from the date of transaction. Please send written details to an isme by Jumeirah™ Customer Care Representative at email info@isme.jumeirah.com, together with the copy of the bill for which you did not receive the accurate spend and proof that you paid the bill yourself. Your isme by Jumeirah™ membership details must be printed on the bill, so please ensure that you retain your bills as proof of spend until your isme by Jumeirah™ transactions appear on your statement history. Also, please note that retro claims are subject to approval and may take up to two 2 weeks to be credited.

  • Q. Will my stay spend also by included?

    No, as isme by Jumeirah™ is a lifestyle programme, only eligible spend at participating JUMEIRAH™ restaurants, Talise Spas and Wild Wadi will be registered under your isme by Jumeirah™ spend.

Jumeirah Sirius and isme by Jumeirah™

  • Q. Can I become an isme by Jumeirah™ member, if I am already a Jumeirah Sirius member?

    Yes, it is absolutely possible for existing Jumeirah Sirius members to join the isme by Jumeirah™ programme.

  • Q. What are the differences of both the memberships?

    Jumeirah Sirius is JUMEIRAH™’s global rewards programme that gives JUMEIRAH™ guests access to an array of member-exclusive benefits available at every JUMEIRAH™ hotel, resort and residence around the world. Jumeirah Sirius members have the opportunity to collect and exchange Jumeirah Sirius Points across the exciting range of JUMEIRAH™ properties globally.

    isme by Jumeirah™ is a clearly distinct programme which sets itself apart by solely focusing on dining and lifestyle loyalty rewards. isme by Jumeirah™ has its own identity and purpose which revolves around rewarding dining and leisure guests in our hotels and resorts only in the United Arab Emirates.

    Existing Jumeirah Sirius members have the possibility to enrol in isme by Jumeirah™, and continue to earn Jumeirah Sirius Points for their non-stay related spend in the UAE by registering their Jumeirah Sirius membership number into their profile information in the isme mobile app.

  • Q. Can I use my isme by Jumeirah™ membership rewards and benefits in conjunction with my Jumeirah Sirius benefits and rewards?

    isme by Jumeirah™ benefits & rewards and Jumeirah Sirius benefits & rewards cannot be used simultaneously.

  • Q. If I am a Jumeirah Sirius member, can I automatically be enrolled into isme by Jumeirah™?

    No, you would need to enrol separately into isme by Jumeirah™.

  • Q. If I am already a member of Jumeirah Sirius, why should I also become a member of isme by Jumeirah™?

    It is advantageous to be a part of both programmes, since they are complimentary. It is very beneficial for Jumeirah Sirius members to use their isme by Jumeirah™ App as they will still be able to collect their Jumeirah Sirius Points, but also increase their isme by Jumeirah™ spend, meaning they would be getting closer to their next spend rewards in each programme. It is the perfect combination of hotel stay rewards coupled with lifestyle and dining rewards.

  • Q. How can I earn my Jumeirah Sirius Points using my isme membership?

    You can collect Jumeirah Sirius points in any of the participating venues by presenting your isme App where your Jumeirah Sirius membership number has already being registered in your isme by Jumeirah™ membership profile. Jumeirah Sirius Points may take up to 48 hours to appear on the Jumeirah Sirius account statement.

  • Q. Will I also earn Jumeirah Sirius Points on my hotel stay?

    isme by Jumeirah™ is a lifestyle programme and only eligible spend at participating JUMEIRAH™ restaurants, Talise Spas, Akaru Spa and Wild Wadi Waterpark™ in the United Arab Emirates will be registered under your isme by Jumeirah™ spend. In order for Jumeirah Sirius members to collect Points for a hotel stay, Members should continue to present a valid Jumeirah Sirius membership card at time of check-in as per the Programme Rules of the Jumeirah Sirius programme.

  • Q. Who do I contact if I have not received Jumeirah Sirius Points on my isme by Jumeirah™ registered spend?

    Please feel free to contact an isme Customer Care Representative on 800-isme (800 4763) or email: info@isme.jumeirah.com.

Programme Tiers & Benefits

  • Q. How can I avail of my tier benefits?

    In order to fully benefit from your tier benefits, it is absolutely essential for you to download and use the isme by Jumeirah™ Mobile App. Without the app, you cannot enjoy any of the benefits and discounts provided by the programme. If no app is presented, the PIN identification process not fulfilled, then no benefits will be provided.

  • Q. How many tiers does isme by Jumeirah™ have and what is the highest one?

    There are two levels of membership, isme and isme Elite. Each level has its own unique range of benefits, with isme Elite being the higher tier and therefore offering the most attractive benefits.

  • Q. How much will I need to spend to get upgraded to isme Elite?

    You will be upgrade after a minimum of AED 50,000 eligible spend is registered in your isme membership account within a year.

    Please note that isme by Jumeirah™ spend will only be registered when you use your isme benefits or rewards and any spend prior to your membership enrolment date cannot be retroactively credited.

  • Q. What benefits am I entitled to?

    Please see in the table below the list benefits based on membership level:

    Benefits isme isme Elite
    Food & Beverage Savings in JUMEIRAH™ Restaurants – UAE 10% 20%
    Savings on Room Bookings in UAE 10% 25%
    Savings at selected JUMEIRAH™ spas & leisure facilities – UAE 10% 20%
    Savings off entry to Wild Wadi Waterpark™ in Dubai for you and four guests 15% 35%

    In addition to these standard and Elite benefits, you will get a number of exclusive complimentary welcome vouchers. These welcome rewards are valid across various venues including dining, spa and leisure facilities.

  • Q. How do I redeem an isme by Jumeirah™ discount benefit from the App?

    The isme mobile app benefit redemption process is as follows:

    1. Advise a JUMEIRAH™ colleague that you wish to use your isme by Jumeirah™ discount, before paying your bill.
    2. Login to your account, click on your dropdown card and present your isme by Jumeirah™ Mobile App to apply your discount.
    3. Enter your unique personal 4-digit PIN.
    4. The JUMEIRAH™ colleague will then enter the 4-digit outlet identifier.
    5. The JUMEIRAH™ colleague will make note of the automated 6-digit authorisation code.
    6. The JUMEIRAH™ colleague will enter the code in the respective hotel’s system and follow the standard process of applying the discount and closing the bill.
  • Q. Are there any terms to my benefits usage?

    Please click here to view our full Terms and Conditions and Rules of Use.

Rewards

  • Q. How can rewards be earned?

    isme by Jumeirah™ rewards on your spend meaning that every time you dine, drink, relax, work out or celebrate in any participating venue, you increase your registered spend and get closer to hitting spend thresholds. These spend thresholds are fixed by JUMEIRAH™ and represent spend milestones that you have to reach in order to collect and redeem more rewards on your mobile app. By using your isme by Jumeirah™ mobile app every time you visit a JUMEIRAH™ venue, you are more likely to trigger new rewards. The higher the spend amount, the better the rewards. Additionally, every now and again, you may receive surprise rewards tailored to your preferences or experiences you favour – these are issued at the discretion of JUMEIRAH™.

  • Q. Can I earn rewards, for my friends/family spend, by presenting my isme mobile app?

    Please note that as a member, you must settle the bill yourself to have the spend credited to your account.

  • Q. How soon can I start collecting isme by Jumeirah™ rewards?

    From the time you successfully enrol into isme by Jumeirah™, you can immediately start to collect isme by Jumeirah™ rewards. As you progress along your member journey you will become eligible for even more benefits and rewards.

  • Q. Do I always need to present my smartphone in order to redeem rewards and use my benefits?

    Yes, you always need to present your valid membership and complete the personal PIN identification process via the isme by Jumeirah™ mobile app in order for your spend to be registered and for any benefits and rewards to be authorised and applied.

  • Q. How do I redeem an isme reward from the isme by Jumeirah™ App?

    The isme by Jumeirah™ mobile app reward redemption process is as follows:

    1. Advise a JUMEIRAH™ colleague that you wish to redeem an isme by Jumeirah™ reward, before paying your bill.
    2. Login to your membership account and select the reward that you want to redeem.
    3. Enter your unique 4-digit PIN and present your phone to the JUMEIRAH™ colleague
    4. The JUMEIRAH™ colleague will then enter the 4-digit outlet identifier.
    5. The JUMEIRAH™ colleague will make note of the 6-digit authorisation code.
    6. The JUMEIRAH™ colleague will enter the code in the respective hotel’s system and follow the standard process of applying the relevant reward against your bill and closing it accordingly.
    7. The redeemed reward will automatically be removed from you mobile app as all rewards may only be used once.
  • Q. What are welcome vouchers?

    Welcome vouchers are a type of reward that new members of both tiers instantly receive in their isme app wallet upon enrolling into isme by Jumeirah™. From the moment you first sign in to your isme app, a set of complimentary welcome vouchers will be available in your wallet. isme Elite welcome vouchers are valid for a year, and the isme welcome vouchers are valid for three months. Each voucher has its own terms and conditions, a list of participating locations and advises when advanced booking is required and whom to contact to do so.

  • Q. Where can I use my isme by Jumeirah™ app to redeem rewards?

    Each reward and welcome voucher contains specific details of where that reward is valid, so please ensure that you carefully read which restaurant, spa or other participating venue is mentioned before you choose to redeem a reward. You can use your app to redeem your isme by Jumeirah™ rewards in the rewards’ respective participating venues around the UAE. To check the participating venues of any reward, please refer to the details contained in that reward’s Locations tab, accessible within your isme by Jumeirah™ App, on the reward’s details page.

  • Q. Can my expired rewards be re-instated?

    No, expired rewards cannot be re–instated once they have expired from your account. They will automatically be removed from your wallet. To avoid such loss, rewards that are expiring soon will always be displayed at the top of your app screen for clear visibility. All rewards have an expiry date that is clearly mentioned in their terms and conditions.

  • Q. Can I cancel or remove my rewards?

    Any reward that you do not use by its expiry date will automatically be removed from the ‘My Wallet’ section of the app, so there is no need to delete any of them.

  • Q. Can I exchange my rewards for alternative choices?

    No, your rewards cannot be exchanged for different ones or traded for another member’s ones.

  • Q. Can I use more than one reward in one transaction?

    No, you cannot redeem more than one reward per transaction. You can only redeem one member discount and one reward per transaction.

  • Q. Can I use my isme by Jumeirah™ benefits or rewards in conjunction with other promotions or discounts?

    No, isme by Jumeirah™ benefits and rewards cannot be used in conjunction with any other promotion, offer or discount.

Customer service support

  • Q. Do you have a customer service centre?

    Yes, we do have a dedicated isme by Jumeirah™ Customer Care team, who are available from 10:00 AM to 11:00 PM (GMT+4), 7 days a week.

  • Q. How do I contact isme by Jumeirah™ Customer Care?

    Please feel free to contact an isme Customer Care Representative on 800-isme (800 4763) or email info@isme.jumeirah.com, or send a message from the ‘Contact us’ page of the website: www.isme.jumeirah.com.

  • Q. Do you have a toll free number?

    Yes, isme by Jumeirah™ has a toll free number.
    For calls from within the UAE, please dial: 800-isme (800 4763)
    If calling from abroad, please dial: +971 4 800 4763. The standard international calling charges will apply.

  • Q. Why do I have to answer security questions?

    Security questions are as per policy and legal requirements and ensure that we share your account details with only you. This helps to keep your information safe.