JAZ Aquamarine Resort

Dear Guest, Thank you for choosing Jaz Aquamarine to spend your holiday. My team and I would also like to thank you for your critical and valued feedback. We are extremely committed to delivering the perfect holiday experience for each and every guest and are disappointed that on this occasion we failed to achieve this for you. However, we would like to thank you for your positive comments about our rooms, Wi-Fi in the room, cleanliness. With regards to your comments about the Wi-Fi signal around the hotel, it is highlighted in the brochure that the Wi-Fi is unlimited „limited speed” – which means that it is suitable for checking social media, but not for downloading. We are very surprised about your comments about our staff, as we continuously receive praise and excellent scores regarding the staff, with very good comments about their friendliness and professionalism. In fact, most of our guests regularly praise our service as very good and special. This also means that our guests always deserve nothing less than a friendly and positive attitude, and under all circumstances, not just tipping. We are wondering if you have reported this to anyone from the hotel management, or the restaurant/bar manager, who is always available on site, as we could have taken immediate action on spot. Nevertheless, your comment is now forwarded to the relevant department for their perusal and action where deem needed. We would advise that hygiene is the number one priority to us and we have a clear and precise action plan to ensure that high levels are met, and therefore do everything possible to negate the risk of illness including ensuring that all procedures are done to HACCP standards. We have the documentation to prove that our hotel is operating in a safe and hygienic way as we always score in the extremely high level. In fact we are so confident of our high levels of hygiene that, when guests are reporting illness, we offer them a free stool analysis at the local hospital in order that everyone can be assured that the sickness is just the usual result of too much sun, change of temperature, change of food, change of cooking style, overeating, over-drinking, shocking the stomach with ice-cold drinks, mixing the wrong type of foods together, change of diet, etc. Obviously, the personal tolerance of an individual plays a large part in their well-being, especially during the hot summer months when day temperatures exceed 35+ degrees, at the moment also with unusual high humidity. We do apologize, if you felt that the hotel has only a few waiters, however, please note that this is our high season, even though, we are always making sure that our staff capacity is enough to satisfy the needs of our highly valued guests in all of our facilities. Regarding your comment about the sea, please note that we do advertise that the sea is extremely shallow. Unfortunately, this is part of the natural landscape here and we are unable to change this. We have applied for permission to build a jetty but a minimal amount are given permission every year in order to minimize the impact on the red sea, but we hope to be able to build one soon in order that everyone can enjoy the sea and snorkeling, although we do have a small in house reef nearby. With regards the sellers, we would advise that there is a "relaxing area" in which the sellers are only allowed for one hour during the day. However, your feedback has been provided to the relevant department for their perusal. Kindly note that, as above mentioned, we do have a relaxing area, however, this area is not adults only area. Jaz Aquamarine and Jaz Bluemarine resorts being family friendly resorts, we do not exclude children from any areas. This is the reason we also have kids pools inside this area. However, we do have 1 adults only pool, where the children are not allowed to use, which is strictly respected. We hope to have the pleasure to welcome you back again in the future, so we may provide you with a perfect holiday experience. Best Regards Mohamed Wafa Hurghada Area Manager