| Guest issues |
1:30:00 PM |
11/14/2024 12:00:00 AM |
Guest |
Some guests are facing an issue with the restaurants not refunding the ticket value in the morning. |
The guest was provided with a list of restaurants that refund tickets during the morning hours." |
Pending |
Manal |
| Guest issues |
11:00:00 AM |
11/14/2024 12:00:00 AM |
Guests |
Guests are facing issues with Al-Bujairi terrace wifi |
We tried to let them connect to our mobile hotspot |
Pending |
Manal |
| Guest issues |
6:43:00 PM |
11/25/2024 12:00:00 AM |
Guest |
A visitor with special needs, who is unable to walk much due to medical reasons, was upset and suggested providing a shuttle service from the parking lot to the viewpoint. They were calmed down. |
he suggestion has been forwarded for consideration. |
Pending |
Wadha ali alqahtani |
| Guest issues |
4:55:00 PM |
11/12/2024 12:00:00 AM |
Guest |
The restaurant TVM contacted us, informing us that a guest came and sat at one of their tables with coffee from another place. The restaurant requested the visitor to leave the table since they hadn't ordered anything from the restaurant, but the guest refused. |
The guest was contacted, and the policies were explained to them. After that, they left. |
Solved |
Mohammed Alateeq |
| Guest issues |
11:00:00 AM |
11/24/2024 12:00:00 AM |
Employee |
D&G employees don’t have permits or badges |
We end up letting them in and taking responsibility because we know they work there |
Pending |
Saleh Alshehri |
| Lost & Found |
10:00:00 AM |
11/12/2024 12:00:00 AM |
Guest |
We found a lost iPad. |
We informed my management and handed it over to the security guard. |
Pending |
Raed Aldhowayan |
| Guest issues |
10:00:00 PM |
11/13/2024 12:00:00 AM |
Guest |
The security permits visitors and directs them to the entrance of V3, where they proceed down from the street to the V3 basement. |
The visitors were directed to return using the same route to the street and were informed to enter through the main gate. I have also reported the issue to my management. |
Solved |
Raed Aldhowayan |
| Facilitiess Issues |
8:30:00 PM |
11/11/2024 12:00:00 AM |
Guest |
A visitor arrived at the gate with a reservation at Maiz Restaurant but was informed that Maiz Restaurant is closed for maintenance. |
The visitor was taken to Sum + Thing Restaurant and was informed to contact customer service for a ticket refund. |
Solved |
Ali Alsultan |
| Guest issues |
9:45:00 PM |
11/20/2024 12:00:00 AM |
Guest |
A guest is complaining about the valet calling out that the car had arrived, but the car did not arrive because it was carrying elderly people who had difficulty walking. She was very upset. |
NA |
Pending |
Saifalislam |
| Guest issues |
10:10:00 PM |
11/17/2024 12:00:00 AM |
Guest |
A blind guest fell near the Flamingo restaurant. |
I called the supervisor and informed security to contact Al Habib Clinic, and they immediately attended to the emergency at Al Habib Clinic. |
Solved |
Rakan Aldosary |
| Guest issues |
12:00:00 PM |
11/27/2024 12:00:00 AM |
Guest |
A guest was filming promotional content |
The guest was informed that this action is prohibited and was referred to security |
Solved |
Saleh Alshehri |
| Facilitiess Issues |
8:00:00 PM |
11/6/2024 12:00:00 AM |
Guest |
A nail sticking out of a table tore a guest's clothes. |
I informed my supervisors |
Pending |
Abdullah Al Obaid |
| Lost & Found |
5:30:00 PM |
11/16/2024 12:00:00 AM |
A lost child. |
We found a lost girl, crying and searching for her parents. |
we held her until she calmed down from crying, and we asked her for her father's phone number, but she didn't know it. I immediately informed my management. While I was on my way to notify the security guard, we found the girl's father, and the management was notified that she had been reunited with her family. |
Solved |
Raed Aldhowayan |
| Guest issues |
11:30:00 PM |
11/12/2024 12:00:00 AM |
Guest |
Complaint from a guest regarding the lack of any restaurant available to accommodate them |
A guest approached us upset, stating that before booking his tickets, he contacted customer service and was informed that the ticket value could be redeemed at the restaurants. However, upon his arrival, he found that no restaurant was able to accommodate him. It is worth noting that guest relations staff are informing guests that the restaurants are fully booked and not accepting any more visitors. |
Pending |
Muath Almutairi |
| Facilitiess Issues |
4:48:00 PM |
11/16/2024 12:00:00 AM |
Guest |
Malfunction of the Car Park Elevators |
NA |
Pending |
Raed Aldhowayan |
| Guest issues |
11:30:00 AM |
11/4/2024 12:00:00 AM |
Guest |
A guest with a broken leg, walking with crutches, came to gate V1. He was angry and complaining loudly, asking why there are no carts or golf carts available to transport people with special needs and that the parking is far and exhausting. |
A wheelchair was provided for him, and he was taken to the restaurant. After he finished at the restaurant, he was transported to the parking area with a golf cart, and an apology was given to him. |
Solved |
Mohammed Alateeq |
| Guest issues |
11:40:00 PM |
11/15/2024 12:00:00 AM |
Guest |
A guest arrived wearing attire that was inappropriate for public decorum, |
he was not allowed entry |
Solved |
Saifalislam |
| Guest issues |
12:00:00 PM |
11/9/2024 12:00:00 AM |
Guests |
The guest complained that At-Turaif is closed. |
We apologized and explained the notice about the closure on the website to the guest. |
Solved |
Turki Mutrk |
| Guest issues |
12:20:00 PM |
11/12/2024 12:00:00 AM |
Guest |
Refusing general tickets even when the restaurant is empty, and the restaurant informs them that they need to book a ticket to enter |
We explained to the visitor that the restaurant reservation ticket acts as a balance, and the amount can be used in any case |
Pending |
Rakan Al-Dosari |
| Guest issues |
8:11:00 PM |
11/9/2024 12:00:00 AM |
Guest |
A visitor raised his voice at the gate, demanding a refund for his tickets to be credited back to his bank card after finding out that At-turaif was closed for the day. The visitor also threatened to file a complaint with the relevant authorities. The guest services team directed him to customer service, where the issue was resolved. T |
The visitor was directed to customer service. |
Solved |
abdullah alobaid |
| Guest issues |
9:00:00 PM |
11/30/2024 12:00:00 AM |
Guest |
A visitor had paid a reservation fee of 150 SAR at Branch and Cake and brought along a bouquet of flowers to celebrate. However, the waiter accidentally ruined the flowers and knocked them onto the cake. The restaurant manager, Hamza, spoke to the visitor and assured her that the celebration would be covered as compensation for the issue. When it came time to pay the bill, the visitor discovered that the actual cost of the celebration was only 19 SAR, and she felt the compensation was insufficient. |
An apology was offered to the visitor, and the restaurant management was informed. They assured her that she would be fully compensated during her next visit with complimentary hospitality, including coffee and dessert. The issue has been resolved. |
Solved |
Mohammed Alaqeel |
| Ticket issues |
8:00:00 PM |
11/8/2024 12:00:00 AM |
Guests |
A visitor booked entry tickets, and the amount was deducted from her account, but the tickets did not appear on the website. The visitor was advised to contact the customer service hotline, and the issue was resolved by them. The tickets were then scanned successfully. The issue occurred at 8:00 AM. |
The issue was resolved by the unified team. |
Solved |
abdllah alobaid |
| Guest issues |
10:30:00 PM |
11/11/2024 12:00:00 AM |
Guest |
I saw a family who spread their mat on the ground next to the main entrance and had dinner in front of everyone. |
I contacted my management and informed them about it. They reached out to security, who then came and told the family that sitting there was not allowed, and they complied. |
Solved |
Raed Aldhowayan |
| Guest issues |
9:00:00 PM |
11/12/2024 12:00:00 AM |
guest |
A visitor complained about the huge crowd at the venue, as she couldn't find a place to sit, eat, or drink. |
She was offered the available options, and the supervisor provided assistance. A reservation was made for them at Brunch & Cake. |
Solved |
ali alsultan |
| behavior issues |
9:00:00 PM |
11/11/2024 12:00:00 AM |
Guest |
A visitor came wanting to file a complaint against an employee at Brunch & Cake Cafe. |
The complaint was escalated, an apology was made to the guest, and they were taken to Maiz Restaurant as compensation. |
Solved |
Ali Alsultan |
| Cancelled badge |
10:07:00 AM |
11/14/2024 12:00:00 AM |
Restaurant employee |
Rejected badge |
We contacted our supervisor and we took it from the employee |
Solved |
shaher albishi |
| Guest issues |
11:40:00 PM |
11/28/2024 12:00:00 AM |
Guest |
He came to the gate as a visitor, refused to register, and claimed to be an employee in the administration. When I asked for his badge, he showed me a security officer ID. He spoke to me disrespectfully and tried to go inside. |
I informed him about the ticket booking process, reported the incident to the administration, and notified all gates to prevent him from attempting to enter without a booking. |
Pending |
Raed Aldhowayan |
| Facilitiess Issues |
9:00:00 PM |
11/11/2024 12:00:00 AM |
Guest |
A visitor arrived at the gate with a reservation at Maiz Restaurant but was informed that Maze Restaurant was closed for maintenance. |
The visitor was taken to Somewhere Restaurant and was informed to contact customer service for a ticket refund. |
Solved |
Ali Alsultan |
| Guest issues |
9:00:00 PM |
11/8/2024 12:00:00 AM |
Guest |
A visitor was very angry about the dirty condition of the Angelina area, which has a view of the valley. She noticed trash like bags and tissues on the ground and asked why it wasn't being cleaned. After sitting there for an hour without seeing any cleaning done, she expressed her concerns about the lack of maintenance and regular cleaning in the area. |
I told her, "We apologize for what happened. Your complaint will now be forwarded to the management, and the issue will be resolved as soon as possible." |
Pending |
rakan aldosari |
| Scanner devices. |
6:00:00 PM |
11/9/2024 12:00:00 AM |
Guests |
It has been frequently observed that some scanner devices lose their internet connection during use. This issue can occur suddenly and without prior warning. Impact, Disruption of scanning and registration processes, resulting in delays in providing services. The need to restart the devices or reconnect to the network, which takes time and affects workflow. |
Their entry was facilitated, Without scaning |
Pending |
Abdulmohsen Al-Waheed |
| Guest issues |
7:00:00 PM |
11/16/2024 12:00:00 AM |
Guest |
An Elderly Person's Displeasure Due to the Lack of Prayer Chairs |
NA |
Pending |
Wadha Alqahtani |
| Payment issues |
8:00:00 PM |
11/16/2024 12:00:00 AM |
Guest |
Payment issue: China - Hancock |
Facilitate Their Entry |
Solved |
Wadha Alqahtani |
| Guest issues |
6:00:00 PM |
11/17/2024 12:00:00 AM |
Guest |
A pesticide spraying vehicle came near the Joe& The Juice gate, spraying the pesticide (Fleet), which spread throughout the area and inside Al-Bujairi. A guest at the Sam+Thing restaurant complained that he couldn't finish his meal due to the pesticide's spread in the air. |
We apologized to the guest for what happened and informed him that I would report the issue to the management. |
Pending |
Mohammed Alsaif |
| Guest issues |
10:10:00 PM |
11/20/2024 12:00:00 AM |
Guest |
A guest is complaining about the valet calling out that the car had arrived, but the car did not arrive. The guest swore not to use the valet service again and was very upset with their behavior and treatment |
NA |
Pending |
Saifalislam |
| Ticket issues |
1:16:00 PM |
11/24/2024 12:00:00 AM |
Guests |
The Al-Bujairi ticket website was down |
Guests were allowed entry until 1:50 PM, after which tickets became available again on the website |
Solved |
Saleh Alshehri |
| Guest issues |
11:40:00 AM |
11/14/2024 12:00:00 AM |
Guest |
Some guests are experiencing issues with the internet availability |
- |
Pending |
Manal |
| Guest issues |
4:55:00 PM |
11/8/2024 12:00:00 AM |
Guest |
The guest requested a stroller and was given one, but he refused and chose another stroller that was not clean. He was informed to wait for it to be cleaned, but he refused and insisted on taking it as it was. |
The guest was taken to the stroller. |
Pending |
Abdulrahman Abdulwahid |
| Lost & Found |
4:45:00 PM |
11/10/2024 12:00:00 AM |
Guest |
Lost bank card mada near to v1 gate |
The card was handled to the security officer |
Pending |
hamza almugheer |
| behavior issues |
8:37:00 PM |
11/22/2024 12:00:00 AM |
Guest |
he security manager, Nasser Al-Ammar, allowed guests to enter without a valid entry pass or restaurant reservation. It is important to note that the guest relations team had stopped the guests to verify whether they had tickets or a reservation for the restaurant, but they were allowed to enter by bypassing the staff at the gate. |
The supervisor has been contacted, and the necessary action has been taken. |
Solved |
abdullah al obaid |
| Guest issues |
11:00:00 PM |
11/5/2024 12:00:00 AM |
Guest |
Six visitors were denied entry due to the lack of tickets. They were explained the booking process but refused to make a reservation. They then headed towards the parking area and later returned with a security officer from the traffic department (located near the triangle and pedestrian crossing between Al-Bujairi and the parking lot). The officer allowed them entry through the Culture Gate. The reason for this is that most of the time there is no security personnel at the gate, and even when there is a security officer present, they sometimes facilitate the entry of visitors. |
The security and supervisors were informed immediately, and they went to them and escorted out from inside Bujairi. |
Solved |
Ayoub Mohammad |
| Payment issues |
7:00:00 PM |
11/16/2024 12:00:00 AM |
Guest |
We encountered several bank cards that are not working, and they are( HSBC Bank - CHINA MERCHANTS BANK) |
The supervisor has been notified, and their entry has been facilitated. |
Pending |
Sultan Alquhtani |
| Payment issues |
8:40:00 PM |
11/6/2024 12:00:00 AM |
Guest |
Payment Issue with a Turkish bank |
The guest encountered a payment issue while using a Turkish bank, and their entry was facilitated |
Pending |
Muath Almutairi |
| Guest issues |
10:45:00 AM |
11/16/2024 12:00:00 AM |
Guest |
A guest came with elderly individuals who needed a golf cart to transport them to Al-Turaif District, but they did not receive assistance from the staff and expressed their dissatisfaction." |
The guest was apologized to and informed about the availability of an alternative for the elderly golf carts. These carts were provided, and the guest was explained that they could contact the toll-free number to report any issues. |
Solved |
maha |
| Guest issues |
9:00:00 PM |
11/12/2024 12:00:00 AM |
guest |
A visitor arrived at the gate; she was crying and wanted to speak with the supervisor because her guests had arrived, and she couldn't find a restaurant to accommodate them. |
The supervisor contacted the visitor, provided assistance, and offered her a choice of any restaurant she preferred. A reservation was made for them at Villa Mamas restaurant. |
Solved |
ali alsultan |
| Guest issues |
10:00:00 PM |
11/12/2024 12:00:00 AM |
guest |
A visitor arrived at the gate wanting to refund her tickets due to the crowd at the venue. |
Assistance was provided to the visitor, and they were taken to Jazeen Café. |
Solved |
ali alsultan |
| Guest issues |
11:00:00 PM |
11/10/2024 12:00:00 AM |
Guest |
A Guest arrived wanting to enter without a ticket. |
The employee, Ali Al-Sultan, informed her that she had a previous issue. She asked him to allow her entry using the name Noura Al-Rashed. The matter was escalated, and the duty manager was contacted. |
Solved |
ALI ALSULTAN |
| Ticket issues |
11:31:00 AM |
11/23/2024 12:00:00 AM |
guest |
The problem has occurred repeatedly with guests; they are not receiving the password recovery code. |
Their entry was facilitated |
Pending |
al-ateeg |
| Guest issues |
6:00:00 PM |
11/14/2024 12:00:00 AM |
Guest |
A guest came to us who was very upset and in an unusual state. At the children's ride, the attraction was crowded, and the guest did not want to wait in line. He skipped the line, entered the ride, and then used inappropriate language towards a guest relations staff member |
The guest was removed from the ride because the other guests were upset by their behavior |
Pending |
rakan aidawsri |
| Facilitiess Issues |
5:00:00 PM |
11/14/2024 12:00:00 AM |
Guest |
Cut the rope of the ride's barrier |
The supervisors were contacted and informed about what happened |
Pending |
Rakan Aldawsri |
| Lost & Found |
9:00:00 AM |
11/5/2024 12:00:00 AM |
Guest |
We found a lost bracelet. |
I reported it to my management and handed it over to the security officer. |
Pending |
Raed Aldhowayan |
| Ticket issues |
10:40:00 PM |
11/13/2024 12:00:00 AM |
MyTable |
Restaurant reservations on the "My Table" app |
Should we allow them to enter, or should we inform them to book tickets? |
Pending |
Mohammed Alaqeel |
| Guest issues |
12:07:00 PM |
11/11/2024 12:00:00 AM |
Guest |
A visitor arrived feeling upset, but we reached an understanding. He mentioned that he had tickets before his arrival but couldn't find a reservation. I directed him to the restaurant, and that resolved the issue. He later returned to thank me, and everything turned out fine. |
He found a reservation |
Solved |
Wadha Ali Al Qahtani |
| Facilitiess Issues |
8:00:00 PM |
11/11/2024 12:00:00 AM |
Guest |
A visitor arrived at the gate with a reservation at Maiz Restaurant but was informed that Maiz Restaurant was closed for maintenance. |
The visitor was taken to Takya Restaurant and informed to contact customer service for a ticket refund. |
Solved |
Ali Alsultan |
| Guest issues |
7:40:00 PM |
11/12/2024 12:00:00 AM |
Guest |
A guest at the "Nakhati" store regarding the non-refund of ticket fees. After verification, it was found that the "Nakhati" store does not have a ticket refund device. The issue was resolved by offering a table at the Sarabeth restaurant as per the guest's request |
The issue was resolved by offering a table at the Sarabeth restaurant as per the guest's request |
Solved |
Saifalislam |
| behavior issues |
8:30:00 PM |
11/26/2024 12:00:00 AM |
Guest |
A visitor told me that Flamingo Restaurant refused to admit him because there was an important figure inside. The visitor is very upset with the restaurant’s behavior. |
I apologized to him for what happened and explained that the restaurant was likely fully booked, which is why they couldn’t provide a table at the moment. I offered to arrange a reservation at any other restaurant for him. He understood the situation, thanked me, and the issue was resolved. |
Solved |
Raed Aldhowayan |
| Payment issues |
10:40:00 AM |
11/14/2024 12:00:00 AM |
Guest |
Payment issue. |
"Some of our guests were facing issues with payment methods, one with a Mada card and the other with a Visa , The guest's entry has been facilitated. |
Pending |
Manal |
