This Customer Support Policy explains how to reach Book GCC Trip for help with a booking, what our support team can do for you, and what to expect in terms of response times and escalation if a first response does not resolve your issue.
It applies to every guest who has an account, an active booking, or a question about booking with Book GCC Trip, and works alongside our Complaint Handling Procedure, which governs formal complaints specifically, and our Cancellation & Refund Policy, which governs cancellation and refund eligibility.
You can reach Book GCC Trip support in the following ways: by email at support@bookgcctrip.com; by phone during support hours; through the Book GCC Trip Assistant chat available while you browse or manage a booking; or by signing in and using My Bookings for common self-service actions such as viewing your confirmation, checking your cancellation terms, or starting a cancellation.
The Book GCC Trip Assistant is an automated tool. It can answer many routine questions quickly, but it is not a human agent and it can make mistakes or misunderstand a request. If your matter is urgent — for example a same-day arrival issue — or the Assistant's answer does not resolve your issue, contact our human support team directly by email or phone rather than relying on the Assistant alone.
Our support team is available 09:00–18:00 UAE time. Support is provided in English at launch; Arabic-language support is planned for a future phase. Messages received outside support hours are queued and handled in order once the team is back online.
Our support team handles:
If a request concerns something only the hotel controls — such as a specific room assignment on arrival, or an in-stay amenity — we help coordinate with the hotel wherever we reasonably can, but the final decision on that point rests with the hotel.
We treat arrival-day and during-stay issues as time-sensitive. If you have a same-day check-in question or an arrival problem, contact support as early as possible so we have the most time to help before your check-in window closes. During support hours, arrival-day and during-stay contacts are prioritised ahead of routine, non-urgent queries.
If a problem arises during an active stay — for example, a discrepancy between what you booked and what the hotel is providing — contact support with your booking reference and a description of the issue. We will work with you and, where relevant, the hotel to help resolve it as quickly as the circumstances allow.
The times below are operational targets we aim to meet, not a guaranteed service level and not a contractual commitment:
To help us investigate quickly, please have the following ready when you contact support:
Most requests are resolved by our first-line support team. If your issue is not resolved to your satisfaction, you may ask to escalate it to Abbas Jalbani, Support Manager, reachable at +971 54 288 5615 or through the usual support channels above. The Support Manager reviews the issue independently of the original response and will contact you with the outcome.
If an issue genuinely remains unresolved after Support Manager review, you may request further escalation to Mohammed Ahmed, Founder & Executive Escalation, at +971 54 339 3555. This is a final internal escalation tier reserved for issues that first-line support and the Support Manager have not been able to resolve — we ask that you use the earlier channels first so straightforward matters can be handled quickly.
| Version 1.0 | Initial publication | 6 August 2026 |