Complaints Policy

1. How to raise a complaint

Email management@harbourandpalm.online with the subject line “Complaint”, or write to Business Center, Publishing City Free Zone, Sharjah, United Arab Emirates. You may also call +971 52 483 2257 during support hours, but we ask that complaints are confirmed in writing so that the record is accurate.

2. What to include

• · Your name and the email address used for the enquiry
• · Your stay request or quotation reference, if you have one
• · The property and dates concerned
• · What happened, when, and what outcome you are seeking
• · Any supporting evidence, such as correspondence or photographs

3. Our response times

• · Acknowledgement within one business day of receipt
• · A substantive written response within ten business days
• · If the matter needs the accommodation provider’s input and takes longer, we tell you why and give a revised date

Support hours are Sunday to Thursday, 09:00 – 18:00 Gulf Standard Time (GST, UTC+4). Messages received outside these hours are answered on the next working day. We do not currently operate a 24-hour telephone line.

4. Complaints about accommodation

Accommodation is provided by third-party owners and providers, who are responsible for the property, its condition and its house rules. Where a complaint concerns the accommodation itself, we raise it with the provider on your behalf, pass on their response, and tell you plainly what we can and cannot influence. If a problem arises during a stay, contact us as soon as possible so that it can be addressed while you are still on site.

5. Complaints about payments

No payment is taken through this website. Where you have paid an accommodation provider or another party named in a written quotation, that party handles refunds and payment disputes; we will support you in corresponding with them. Report any request for payment that did not come from us in writing immediately — we never ask for full card details by email or for payment into a personal account.

6. If you are not satisfied

Ask for your complaint to be reviewed by management, quoting the original reference. We will carry out a second review and respond within a further ten business days. This policy does not limit any statutory rights you have under applicable United Arab Emirates law, and you remain free to pursue the matter with the relevant local authority or with the accommodation provider directly.

7. Records

We keep a record of complaints and their outcomes so that recurring problems can be identified and, where appropriate, a property can be removed from public display. Personal data in complaint records is handled in line with our Privacy Policy.