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. With regards to your comments about cleanliness of the room, we would like to note that, all rooms are checked before arrival by the House Keeping staff and House Keeping Supervisor and been cleaned daily or upon your request. Morover, we would like to note that you have been offered 3 different rooms, for room change, however, you have refused all of them. With regards to your comments about the food, we are sorry that this was not to your taste but we are catering for a number of different nationalities each with their own tastes and expectations and the majority of our guests are more than happy with the food provided. However, if you are unable to find something to suit then our chefs are more than happy to prepare something especially for you. We would like to note, that during your stay, you have been introduced to the managers of both of our main restaurants, who were more than happy to help you order the food you requested. Nevertheless, our chefs are constantly reviewing and updating our menus so perhaps on a return visit you may find it more to your own liking. We are sorry to hear about the inconvenience with the waiting time for the House Keeping service, however, we would like to note that our Engineering team and House Keeping team is in operation 24/7 on the resort’s premises, and available to investigate, check and fix the arising issues, if reported. The entertainment in the hotel is listed as "low key" but still provides the same entertainment as you will find in most hotels in Egypt. Every night we have a kids disco, followed by a show (four times a week from outside entertainers) and then the adults disco. In addition there are live singers in the bars several times a week. Regarding our buffet restaurant, we would like to inform you that we do indeed have two buffet restaurants in Aquamarine and a third buffet restaurant in Bluemarine in addition to our pool, beach snack bars as well as 6 a la carte restaurants that are operating for dinner. With all food and beverage facilities taken into account, we do have enough space to serve our guests at full capacity. We would like to thank you for your active feedback on the restaurants and we will be forwarding these to the relevant management for their action, especially during peak times in the restaurants, to improve future customers’ experience. 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 to your comment about our staff members, and the lack of their English language knowledge, we would like to note that you have been in contact with the Guest Relation team, our Front Office Management and the TUI representatives on site several times during your stay, using both English and German language. 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