Escalation

If your first reply does not resolve the matter, ask for it to be escalated to management. Escalations are handled by Clicked IN FZE LLC and answered by email so there is a written record. If your issue concerns the accommodation itself, we contact the accommodation provider on your behalf and tell you what they say, including when their answer is not the one you wanted.

Complaints

Send complaints to management@harbourandpalm.online with your enquiry or quotation reference, the dates concerned and what outcome you are seeking. We acknowledge within two business days and give a substantive response, or a clear explanation of the delay, within ten business days.

What we can and cannot resolve

• We can chase, escalate and mediate with the accommodation provider, and put their position in writing to you.
• We can correct anything we got wrong in a quotation or arrangement we issued.
• We cannot override an accommodation provider's own cancellation terms, and we do not claim to.
• We cannot process refunds for payments we did not receive; those are handled by whoever took payment, as named in your quotation.

Payment safety

We never request payment before issuing a written quotation, never request payment to a personal account, and never ask for full card details by email or messaging app. Report anything that looks otherwise to management@harbourandpalm.online.