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 the food, we are pleased that most of our guests are more than happy with the food provided, however we are catering for a number of different nationalities so it will never be possible to please everyone. However, if you are unable to find something to suit your particular taste then our chefs are more than happy to prepare something specifically for you. We note your comments stating, "one can only speculate about the cause of illness" and that "could be due to circumstances or lack of hygiene (possibly when preparing food)". We actually agree with you regarding your statement that one can only speculate about the cause of a sickness until he has solid proof in his hand. We would like to highlight 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. Everything to do with health and safety is monitored by a leading UK health and safety advisor named Cristal who carry out audits on everything relating to your safety including food and drink (checked items include delivery, storage, preparation, cooking, presentation, all machinery used, as well as samples of the food and drink). We do 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. Do you? In addition, we have our in-house Hygiene Coordinator who is checking the running of all areas on a daily basis, plus a monthly visit from our company Regional Hygiene Manager. Furthermore. we have audits from our Tour Companies in which we must achieve high scores to prove that our hygiene levels (including food, water, safety) are following the International standard. 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. Regarding your comment about the prices of the hotel pharmacy, kindly note that it is a pharmacy on the hotel’s premises, and they have their own fixed prices, which are different from any other outside pharmacies. The hotel has no control over its prices, as it is a third party-company. With regards to the doctor's charges this is not actually run by the hotel but is a service that we give you availability to. Any charges are agreed between yourself and the doctor before treatment begins (and is usually dealt with directly through your insurance. Furthermore, we would advise that the doctors charges are competitive (and in most cases cheaper than visiting the local hospital as follow up visits without medication are included). Therefore, we would like to note that we feel your rating unfair, as one can rate a hotel by many aspects, such as its facilities, its employees, its cleanliness, its activities and many other, and cannot be rated 1 stars to due to something that is out of its control. Best Regards Mohamed Wafa Hurghada Area Manager