Support Team Policy for Samaraya Hotel Booking Application
Effective Date: [25/10/2025]
At Samaraya, we are committed to providing fast, friendly, and effective support to all our users. This Support Team Policy outlines how we handle customer service requests, communication standards, and our team’s responsibilities.
1. Information We Collect
We strive to offer timely and accurate assistance for all hotel bookings, user account issues, and technical inquiries. Our support team is trained to deliver high-quality service with professionalism and care.
2. Support Channels
You can reach our support team through the following methods:
Email Support: Contact us at support@samaraya.com — we respond within 12 hours.
Phone Support: Call us at +1 (800) 123-4567 for immediate help.
3. Types of Support Provided
Our support team assists with:
Booking management (new bookings, changes, cancellations)
Payment issues and refunds
Account access and security
Technical issues and app troubleshooting
General questions about hotel listings or services
4. Response Time
We aim to respond to all support requests within:
Live Chat: Under 2 minutes
Email: Within 12 hours
Phone: Immediate connection (24/7)
5. User Responsibilities
To help us serve you better, please provide clear and accurate information regarding your issue, including:
Booking ID or email address used
A detailed description of the problem
Screenshots if applicable
6. Support Availability
Our team operates 24 hours a day, 7 days a week, including weekends and public holidays, to serve our global customer base.
7. Feedback and Escalation
If you are not satisfied with the support provided, you may request a supervisor or escalate your issue to management at feedback@samaraya.com.
8. Contact Us
For any support-related inquiries, please contact us at:
Email: support@samaraya.com
Phone: +966542020150
