Your voice matters

Suggestions & Complaints.

Your direct feedback makes every stay better. Every message reaches a dedicated manager, and a real person replies — never an auto-response.

Our service promise

Acknowledged within 4 hours, worked to resolution within 48.

The moment your message arrives, one service manager owns it from start to close and keeps you updated at every step.

Call us

Call +966 56 100 6232 any time during your stay for anything urgent, and ask for the duty service manager.

WhatsApp +966 56 100 6232 with your booking reference and photos if relevant — we'll open a tracked ticket right away.

Email reservations@swissblue.sa with the details, your booking reference, and priority; best for feedback that needs a record.

At the hotel

Speak to the property manager via reception — most matters are resolved on the spot.

Our commitments

What we promise for every message.

4 hours

To acknowledge your message

48 hours

For a resolution or clear plan

72 hours

To review any escalation

100%

Human reply, never automated

How we handle your feedback

What happens after you send a message.

01 Acknowledge
Immediate confirmation that your message arrived, with a tracking reference within 4 hours.
02 Investigate
We review your booking details, speak to the property team, and pinpoint the root cause.
03 Resolve
We propose a clear solution and, where warranted, offer compensation suited to the case and your history with us.
04 Follow up
We check back to confirm you're fully satisfied before closing the ticket, and log the lesson to improve service.

What we accept

Anything that affects your stay matters.

We welcome complaints, suggestions, and even compliments — all of them help us raise the bar at every property.

A complaint about a specific service

A suggestion to improve a facility

A compliment for a team member

A repair or maintenance request

A privacy or safety concern

A billing question or dispute

To help you faster

What to include in your message.

The clearer the details, the faster we reach the right resolution on the first contact.

Booking reference or stay dates

Property name and room number

What happened, and when

Photos or documents, if any

The outcome or resolution you'd like

The best way and times to reach you

FAQ

Common questions about feedback.

How do I track my complaint?

You'll get a confirmation with a ticket reference. Keep it and reply on any channel with the same reference for the latest status.

Can I send feedback anonymously?

Yes, we accept anonymous feedback — but leaving a way to reach you lets us follow up and tell you the outcome.

Will I get compensation or a refund?

When the case warrants it, we offer a suitable resolution that may include compensation or a refund, decided by the nature of the issue and your history with us.

How long does a reply usually take?

We acknowledge within 4 hours and aim for a resolution or clear plan within 48. More complex cases can take longer, and we keep you updated.

Which language can I use?

Arabic or English — the guest experience team serves you in both.

What if I'm not satisfied with the outcome?

You can request escalation to the corporate office; the guest experience team reviews it within 72 hours (see the escalation path below).

Escalation path

If you're not satisfied with the outcome.

Ask to escalate your case to the corporate office through the property manager, or email reservations@swissblue.sa with 'Escalation' in the subject. The guest experience team reviews every escalation within 72 hours.

Book direct

We listen. Share a complaint or suggestion now.

Compare rooms, suites, and serviced apartments with a clear booking journey built for modern hospitality guests.

Write to us