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. Firstly, we would like to advise that if your kind self felt at any time the pressure from any of our staff members, to make a positive review about the hotel, you could have reported the incident to the management or to the Guest Relation team during your stay, in order for us to take action. We note your comment that “staff was often moody or sometimes overwhelmed”, however, in contrast to your experience, we are usually praised for the friendly, welcoming and professional service of our staff. This is something that is the core of our hotel operation and that we continuously work on improving by trainings in daily operations. Nevertheless, we have forwarded your comments to the hotel management for their perusal and action where seem 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. 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. We do wonder how you can self-diagnose that you got sick from the food without having any tests done at all, e.g., blood test and stool samples. With regards to the checkout day, we would firstly like to advise that according to the hotel policy, which is well documented on various online platforms and in all agencies brochures, the check-in time is at 14:00 upon arrival and the check-out time is at 12:00 on the departure day and the hotel offers a late check out for extra charge. Additionally to above mentioned, upon check-in, the guests receive all necessary information in an envelope, also stating the check in and out times and that the late check out is according to hotel availability and for extra charge. The hotel is not responsible and cannot hold accountable for the time of the flight, this matter could be discussed with the travel agency. Furthermore, we would advise that our valued guests are still able to use all the facility after checking out until their departure time. Best Regards Mohamed Wafa Hurghada Area Manager