At Lotus Pearl Massage, customer satisfaction is always our top priority. We value all comments and feedback and are committed to receiving and handling complaints in a transparent, professional, and good-faith manner in order to continuously improve our service quality.

Purpose of the policy

The Complaints & Feedback Policy is established to:

Protect the legitimate rights and interests of customers
Establish a clear process for receiving and handling complaints
Improve service quality based on real customer feedback
Maintain a professional and mutually respectful service environment.

Scope of application

This policy applies to feedback, comments, and complaints related to:

The quality of massage and wellness services
Staff attitude and service conduct
Booking, payment, and refund matters
Facilities, space, and overall spa experience
Other issues directly related to the services provided by Lotus Pearl Massage.

Channels for submitting complaints and feedback

Customers may submit feedback or complaints through the following channels:

Directly at the spa reception desk
Via Hotline: +973 3694 0053 or the official WhatsApp of Lotus Pearl Massage
Via Email: [email protected]
Messages through the official website or social media platforms.

When submitting a complaint, customers are kindly requested to provide complete information such as full name, date and time of service, details of the issue, and any relevant evidence (if available) to ensure prompt and accurate handling.

Complaint handling process

Lotus Pearl Massage follows the process below:

Receipt: We will acknowledge receipt of the complaint as soon as possible after receiving the information.
Verification: The management team will review the details, discuss with the relevant staff members, and examine the service process.
Response: Customers will receive an official response within a reasonable timeframe, depending on the complexity of the matter.
Resolution: Depending on each specific case, we may:

– Offer an apology and record the matter for service improvement

– Make appropriate corrections or remedial actions

– Provide reasonable compensation if the fault is determined to be on the spa’s side

Handling principles

During the complaint handling process, Lotus Pearl Massage commits to:

Respecting and listening to customers
Handling matters fairly, objectively, and transparently
Protecting customers’ personal information
Not tolerating internal misconduct

We also expect customers to cooperate by providing truthful information and maintaining a respectful attitude throughout the communication process.

Cases of refusal to handle complaints

Lotus Pearl Massage reserves the right to refuse handling complaints in the following cases:

Complaints lacking sufficient basis or verifiable information
Complaints raised long after the date of service
Customers engaging in disruptive behavior, threats, or violations of the law.

Commitment to service improvement

All feedback, whether positive or expressing dissatisfaction, is an opportunity for Lotus Pearl Massage to improve every day. We strongly encourage customers to share their opinions to help enhance service quality and overall experience.