At Pearl Continental Hotels & Resorts, we value your feedback highly and are wholeheartedly committed to ensuring your stay is as comfortable and memorable as possible. We recognize that concerns may arise occasionally, and when they do, we address them with the utmost seriousness. Every complaint is directed to the General Manager's attention, who ensures timely response within 48 hours and takes effective action to provide the most satisfactory resolutions possible.

1. Reporting a Complaint:

   Customers can record their complaints in the following ways:

   Make a verbal complaint directly to Duty Manager or Restaurant Manager (In case of F&B) at the Hotel or Restaurant as per below mentioned contact numbers

   • Pearl Continental Hotel Karachi +92 301-5309885

   • Pearl Continental Hotel Lahore +92 300-8400141

   • Pearl Continental Hotel Rawalpindi +92 302-8500495

   • Pearl Continental Hotel Bhurban +92 302-8556768 / +92 51 3355700

   • Pearl Continental Hotel Muzaffarabad +92 308-5057141

   • Pearl Continental Hotel Malam Jabba +92 303 8398931

   • Cecil by Pearl Continental Hotel +92 344 4454395

   • PC Legacy Nasirabad, Hunza +92 346-0071501

   Send a written complaint via email to Hotel Management to their respective properties:

   • Pearl Continental Hotel Karachi gmpchk@pchotels.com

   • Pearl Continental Hotel Lahore gmpchl@pchotels.com

   • Pearl Continental Hotel Rawalpindi gmpchr@pchotels.com

   • Pearl Continental Hotel Bhurban gmpchb@pchotels.com

   • Pearl Continental Hotel Muzaffarabad pchm@pchotels.com

2. Receipt of Complaint:

   Your complaint will be carefully recorded and acknowledged by our staff promptly.

3. Investigation:

   Our team will conduct a thorough investigation into your complaint, which may include:

   • Reviewing relevant records.

   • Interviewing staff involved, if applicable.

   • Inspecting the area or service in question.

   • Any other aspect

4. Resolution:

   We will propose a timely resolution to address your specific concern. This may include:

   • Rectifying the issue completely.

   • Offering alternatives or compensation when appropriate.

   • Implementing corrective actions to prevent the reoccurrence of similar issues in the future.

5. Follow-Up:

   After implementing the resolution, we will follow up with you for your feedback on the resolution process.

6. Documenting Complaints:

   We maintain records of all customer complaints, investigations, and resolutions for internal analysis and continuous improvement.

7. Feedback and Suggestions:

   We encourage guests to provide feedback and suggestions on our services, as this helps us maintain and improve our high standards. All guests can provide feedback on post stay survey, received via e mail and in case of F&B, links are provided in all the restaurants.

8. Privacy and Confidentiality:

   All information related to customer complaints is handled with utmost privacy and confidentiality. Pearl Continental Hote & Resorts is dedicated to ensuring your experience with us is exceptional. Thank you for choosing to stay with us.

We will regularly review this policy to further improve current practices, policies & procedures to prevent persistent issues.