ACTIONABLE FEEDBACK POLICY

New Year’s Eve is one night. You cannot have it back. That is precisely why the feedback of every guest who celebrates with us matters so much, not just to improve what we do next year, but to understand where we can make things better for guests still planning their night right now.

dubainewyearparty.com is committed to collecting feedback seriously, acting on it genuinely, and being transparent about how we do both. This policy explains exactly how that works.

1. Why This Policy Exists

Dubainewyearparty.com is a subsidiary of Travel Saga Tourism, a Dubai-based tourism company specialising in travel experiences, tours, and related services. Through DubaiNewYearParty.com, we organise and provide New Year’s Eve experiences for guests travelling to Dubai from around the world.

The stakes are high. Guests plan months in advance, travel from around the world, and expect an unforgettable experience. When something falls short of that, we aim to understand what happened and determine the appropriate resolution as quickly as possible.

This policy exists to:

• Ensure every guest has a clear, easy way to share their experience with us.
• Define how we handle feedback internally so nothing gets ignored or delayed.
• Make sure that guest input directly shapes how we plan, organise, and deliver our New Year packages.
• Close the loop — letting you know when your feedback led to a real change.

2. How to Reach Us

• Email: [email protected]
• Phone / WhatsApp: +971 4 268 4645 | 50 3399740 
• Guest Reviews Page: Guests can submit reviews through our website. Where applicable, reviews may be verified against booking information

When submitting feedback, please include your booking reference, the package you attended (e.g. Mega Dhow Cruise, Shared Yacht, Private Yacht, Dinner Cruise), the date of your event, and a clear description of your experience.

3. What We Want to Hear About

Given the nature of our business, a single, once-a-year event with no opportunity to reschedule — the feedback we value most is specific and actionable. We actively seek input on:

• Event experience — entertainment, DJ performance, live shows, atmosphere, and the overall quality of the celebration aboard.
• Food and beverage — buffet quality, menu variety, service, and whether inclusions matched what was communicated at the time of booking.
• Safety and comfort — vessel condition, crew conduct, crowding, and any safety concerns experienced during the event.
• Transfers and logistics — pick-up timing, driver conduct, drop-off arrangements, and any delays or communication issues.
• Booking and pre-event communication — clarity of package details, confirmation process, payment experience, and responsiveness of our team in the lead-up to your event.
• Value for money — whether the experience delivered on what was promised at the price paid.
• Suggestions for new packages — we are always developing our New Year offering and welcome ideas from guests who want a different kind of celebration.
• What worked well — understanding what guests loved helps us protect what makes our events special.

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. If you want to know more, then make sure you check out our About Us page.

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.

4. How We Handle Your Feedback

• We acknowledge it: We will acknowledge your feedback within 48 hours of receiving it.
• We investigate it: Our team will review your feedback, investigate the issue where necessary, and identify the appropriate course of action.
• We keep you informed: Where further investigation is required, we will keep you updated on the progress of your case.
• We close the loop: We will let you know how your feedback was addressed and, where appropriate, what action was taken.
• Escalated complaints: If your concern requires management review, a member of our management team will review your case and provide a response within 7 business days.

5. Your Privacy

Information submitted specifically through the feedback process will be handled in accordance with this section and our Privacy Policy. Anonymous submissions are accepted, though our ability to follow up directly will be limited. To request removal of your data, email [email protected]. Our full Privacy Policy is available on our website.

6. Escalation

If your concern has not been resolved satisfactorily:

• Reply to your original case email with your booking reference. Your case will be escalated to a senior member of our team for review. We aim to provide a response within 7 business days.
• 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.

7. Policy Updates

This policy is reviewed annually, typically after each New Year season, when we have the most relevant feedback to incorporate. Suggestions about this policy are welcome at [email protected].