ACTIONABLE FEEDBACK POLICY

At Dubainewyearcelebration.com, we have spent over four years refining the way we deliver New Year’s Eve experiences in Dubai. Every improvement we have made — to our packages, our service, our communication, and our on-the-night operations — has been shaped in some part by what our guests have told us. This policy sets out how we invite, receive, and act on that feedback.

1. Our Commitment

DubaiNewYearCelebration.com is a digital subsidiary of Travel Saga Tourism, specialising in New Year’s Eve parties, cruises, yacht experiences, and celebrations in Dubai. We customise New Year’s Eve experiences around guest preferences and provide consultation before booking. Feedback helps us identify what worked, what did not, and where we can improve our packages, service, communication, and event operations. This policy explains how we receive, review, and act on that feedback. We tailor packages to preferences. We provide expert consultation before every booking. That level of personalisation only gets better when guests tell us what worked, what did not, and what they wished we had offered. This policy exists to:

• Keep clear and accessible feedback channels available to every guest and partner.
• Ensure that all feedback — positive, critical, or somewhere in between — is handled consistently and with genuine attention.
• Connect what guests tell us directly to how we plan and improve our celebrations year on year.
• Be transparent about what we do with feedback after we receive it.

2. How to Share Your Feedback

• Email: [email protected]
• Phone / WhatsApp: +971 4 268 4645 | +971 50 3399740
• In Person: At our office or through any Travel Saga hotel travel desk representative

When submitting feedback, please mention your booking reference, the package you experienced — such as the Dhow Cruise, Mega Dhow Cruise, Dinner Cruise, Shared Yacht, Mega Yacht, or Private Yacht — the date of your event, and a clear description of your experience or suggestion. For more information about our company, services, and experience, visit our About Us page.

3. What We Want to Hear

Given that we pride ourselves on expert consultation and tailored celebration packages, the feedback most useful to us is specific and honest. Dubainewyearcelebration.com actively welcomes input on:

• Pre-booking consultation — whether our team understood your requirements, offered the right package options, and communicated inclusions, pricing, and terms clearly.
• Customisation and personalisation — whether your package was genuinely tailored to your preferences, or whether the experience felt generic.
• Onboard experience — food and beverage quality, entertainment, atmosphere, vessel comfort, and the overall celebration from boarding to midnight and beyond.
• Safety and crew conduct — vessel condition, crew conduct, crowding, and any safety concerns experienced during the event.
• Transfers and logistics — punctuality, driver conduct, communication, and the smoothness of pick-up and drop-off arrangements.
• Value and transparency — whether the experience you received matched the price you paid and the expectations set at the time of booking.
• Ideas and suggestions — new package concepts, experience enhancements, or improvements to how we communicate and support guests before the night.
• What you loved — understanding what made your celebration special is as important as understanding what fell short.

4. How We Process Your Feedback

Feedback is handled through a structured internal process designed to ensure that submissions are reviewed and appropriately assigned:

1. Acknowledgement — We confirm receipt of your feedback within 48 hours through your preferred contact channel. If your concern requires management review, a member of our management team will review your case and provide a response within 7 business days.
2. Logging and Classification — Your feedback is recorded and categorised by type: consultation quality, package delivery, onboard experience, safety, logistics, or general suggestion.
3. Assignment — The feedback is directed to the team member or department best placed to act on it — operations, customer care, event planning, or management.
4. Review and Response — The relevant team investigates, reaches a decision on the appropriate action, and prepares a response.
5. Action — Where your feedback identifies something that needs to change, we change it. This may result in a direct resolution for you, a process improvement, or both.
6. Follow-Up — We will let you know how your feedback was addressed and, where appropriate, what action was taken.

If your feedback concerns an immediate safety risk or emergency, please contact our team by phone or WhatsApp immediately rather than waiting for email acknowledgement.

5. Privacy and Confidentiality

Personal information shared in connection with your feedback – name, contact details, booking reference, and event details- is used solely to respond to and act on your feedback. It is handled in accordance with our Privacy Policy and is not used for marketing without your consent. Anonymous submissions are accepted. To request deletion of your data, please contact [email protected]. Our full Privacy Policy is available on our website.

6. What We Cannot Accept

We welcome honest and constructive feedback. However, we may decline to engage with submissions that contain threats, abusive or discriminatory language, deliberately false or misleading claims, fraudulent information, or attempts to misuse our feedback process. Legitimate complaints will always be treated seriously, even when they involve negative experiences or criticism.

7. Escalation

If your concern is not resolved satisfactorily through our standard process:

1. Reply to your original case email referencing your booking. Your case will be escalated to a senior team member.
2. For formal complaints, email [email protected] with the subject line “Formal Complaint.” A member of our management team will personally review and respond within 7 business days.

8. Policy Updates

This policy is reviewed annually, following each New Year season. The Last Updated date above reflects the most recent revision. Feedback about this policy itself is welcome at [email protected]