ACTIONABLE FEEDBACK POLICY

At Yacht in Dubai, we believe that renting a yacht should feel effortless from the moment of booking to the moment you step back ashore. We are committed to excellence and integrity in everything we do, and your feedback is central to how we live up to that commitment. Whether you sailed on a 33 ft yacht with close friends or chartered a luxury vessel for a corporate event, your experience matters to us. This policy explains how we collect your feedback, how we act on it, and how it shapes the service we deliver on Dubai’s waters.

Purpose

This policy exists to:

Keep clear and accessible feedback channels open to every guest and partner at all times.
Ensure that all feedback is handled consistently, seriously, and with genuine attention.
Connect what guests tell us directly to improvements in our yacht fleet, crew service, booking process, and on-water experiences.
Be transparent about what we do with feedback after we receive it.

How to Reach Us

Email: [email protected]
Phone / WhatsApp: +971 4 268 4645 | +971 50 914 3707
In Person: At any Travel Saga hotel travel desk across Dubai

When submitting feedback, please include your booking reference, the yacht size and type you booked, the date of your experience, and a clear description of your feedback or concern.

What We Welcome

yachtindubai.ae actively seeks input across every element of the yacht experience:

Yacht condition and quality — cleanliness, comfort, onboard facilities, and whether the vessel matched its description on our website.
Crew professionalism — punctuality, attentiveness, conduct, and whether the crew made your experience seamless and enjoyable.
Onboard activities and add-ons — fishing equipment, inflatable slides, jet ski arrangements, BBQ and catering service, and any other activity arranged through us.
Booking experience — ease of the online booking process, clarity of package inclusions and pricing, and responsiveness of our team.
Celebration and event arrangements — for guests who booked for a birthday, bachelorette party, corporate event, Diwali, Eid, Christmas, New Year, or other occasion, whether arrangements were communicated and delivered correctly.
Shared yacht tour experience — for guests on the shared tour, the quality of the cruise, crew service, and overall atmosphere.
Value and transparency — whether the experience represented fair value at the price paid and matched what was described at the time of booking.
Safety — any concern relating to vessel condition, life jacket availability, crew handling, or maritime safety protocol.
Compliments — understanding what we do exceptionally well helps us protect the best parts of the experience.

How We Process Feedback

Acknowledgement — We confirm receipt within 48 hours through your preferred contact channel.
Classification — Feedback is logged by type: vessel quality, crew conduct, onboard activities, booking process, event arrangements, shared tour experience, or safety.
Routing — Directed to the relevant team: yacht operations, customer care, events management, or senior management.
Investigation — The responsible team reviews your feedback and determines the appropriate response or action.
Action — Where your feedback identifies a gap or failure, we act on it — whether that means a direct resolution for you, a process improvement, or a review of a specific vessel or crew member.
Follow-Up — Where possible, we contact you to share what changed as a result of your input.

Privacy and Confidentiality

Personal information shared as part of your feedback: name, contact details, and booking reference is used solely to respond to and act on your feedback. It is never sold or shared with third parties without your consent. Anonymous submissions are accepted. To request deletion of your data, contact [email protected]. Full details are in our Privacy Policy.

Escalation

If your concern is not resolved satisfactorily:

Reply to your original case email with your booking reference for escalation to a senior team member.
For formal complaints, email [email protected] with the subject line “Formal Complaint” for management review within 7 business days.

Policy Updates

This policy is reviewed annually. Feedback on this policy itself is welcome at [email protected].