Was fine until hotel manager got aggressive

after getting back from our family holiday yesterday i would like to make 3 complaints about the check process in ,misinformation at check in and pool bar staff members which really had a impact on our holiday . 1, the whole check process needs reassessed , when we arrived we were lead into lobby bar giving a drink and told to sit and relax and we’ll check you in ! And to honest we thought oh this is nice touch, couldn’t have been further from truth .we’re handed papers to fill out and had to hand them back when finished also with our passports. Then once everyone had completed the forms a hotel worker stood in the centre of everyone and was giving out information ( while kids ran about , other guest walked through bar , music playing and other guests who we’re checking in as well would interrupt and ask questions personal to them before he finished ) this made it very chaotic and took longer . Then we were gathered in lobby into 2 groups and all had to walk with a hotel worker while he took is to our rooms . Unfortunately we were the last room and furthers from the hotel near the beach , we had to injure him taking 4/5 other families to there rooms and wait about while he hurriedly went through information about the room which lead guests to ask questions about what he was trying to tell them and also once again questions they had about their holiday. This was very time consuming, it was hot , late , we were hungry and most importantly we had a young child with a disability ( cystic fibrosis) and all we wanted to do was get to our room and out the heat. The check in process is flawed , no important welcome information, no map , no information on how many al a carts and no information on how to book them. We were told the four corners restaurant for late food but had no idea where it was. Worse check in experience ever , no personal touch and left confused and a bit lost spent 2 /3 days checking the map board , facebook group page and trips to lobby when ever we needed information which could’ve easily been given at check in. We went to coral sea holiday village in sharm last year which i think may be a 4* this 5* hotel could definitely do with getting some tips from them. 2, about the misinformation we received about mini bar at check in , we were told mini bar was an extra charge which wasn’t a problem as we knew this information from FB group and were perfectly fine with paying any charges ,he then informs us about the tea/coffee facilities on top on fridge along with crisps / biscuits these all completely free !complimentary from hotel ! gift to you ! . Then ( as in 1st complaint it was chaotic) he proceeds to say 3/4 times top mini bar free ! Under mini bar in fridge is charge ! On check in we given our bill which was expected as we had used mini bar / bought ice creams / ate at the grill and paid for late check . So wasn’t surprised by £129 bill but like everyone does i did ask for an itemised bill which was a bit of an inconvenience for them as printer was not working and we were asked to go take a seat in lobby while they resolved it ! ( it shouldn’t be this hard for itemised bill on check out ) the lady who was checking us in came over and asked if it could be emailed we said yes no problem ,then that was issue and could we come back to desk and the manager will read us the charges ( now dealing with 2 employees ) he proceeded to read out charges , grill yes , ice creams yes , late check yes , mini bar 20 something euro i said that seems excessive as we only had 4/5 drinks and was told 2 euro per drink he then proceeds to itemise mini bar . 4/5 drinks yes 3 bags crips 2/3 biscuits I explained we were told by the man who checked everyone in that these were complimentary !both manager and woman in sync pulled a face and said no! Which really made me angry i said i’ll pay as im not going to argue and upset myself over 8/10 euro but you need to get your staff to give out correct information at check in . 3, La Perla pool bar ( barstaff ) , absolutely worse service/ attitude we’ve ever experienced to point it upset my wife greatly and would avoid going to the bar at all . They would ignore her at bar ,look past her , serve someone who just arrived even after she spoke up and said ive been waiting i’m next and they still serviced the other guest . Would pull a face when she ordered our drinks ( rum mango juice , rum pineapple juice ) as we went off menu as we didn’t like the cocktails . Our daughter with Cystic Fibrosis need frequent drinks of water for medication and to keep hydrated and as it was very hot she likes it with ice . On numerous occasions my wife went to bar and ask for a cup full ice ( which my wife would put water in ) but they only put little bit of ice so my wife would ask for it full which seemed to be a major inconvenience for them. We had a lovely waiter Ahmed Abd Elfattah who severed us drinks around the pool and if he seen my wife in bar he would tell her to go back to loungers and he’ll bring her drinks which was great . On one occasion while my wife was ordering drinks 1 of the barman kept on asking her to repeat her order ( same order from past week ) he couldn’t understand her which was frustrating him so our waiter ( which we fondly referred to when speaking about Ahmed ) steps in and told her he’ll get your drinks and bring them to you . This seem to anger the barman and he spoke in Arabic in a raised aggressive tone to Ahmed , then the barman in same tone asked again for the order and then proceeded to serve said drinks in an aggressive manner and Ahmed left the bar area. When my wife 1st told me about her concerns and how she felt uncomfortable going to bar area on her own , i decided to go and ordered myself and even tho i didn’t get looked past or ignored i was still met with unfriendly service and i was an inconvenience to them. All this had a massive impact on our enjoyment of our holiday. You can see from the grounds , maintenance and facilities why this is a 5* hotel it was grand and lovely but ive been to 3* hotels in Benidorm on a lads holiday with better customer services & check in then this hotel Jaz Aquamarine. Would i return and recommend? Absolutely Not . Achmed is a shining example of what customer service should be.

Great hotel. Would recommend to families with children. Food lovely however entertainment was not properly advertised and not good quality. Cleanliness in hotel room could be improved.

Great hospitality.

We’ve just returned from an amazing family holiday at Jaz Aquamarine, and overall we had a fantastic stay. The hotel itself is spotless, with beautiful grounds that are maintained to a really high standard. The staff were brilliant throughout our stay—always friendly, hardworking and happy to help. A special mention also goes to the security team, who were excellent. They were professional, welcoming and made the hotel feel very safe at all times. The food was good, with plenty of choice, although after a week it did become a little repetitive in the main buffet. That said, we never struggled to find something we enjoyed, and the quality was consistently good. The beach was one of our favourite parts of the holiday. It was a lovely place to relax, and as the tide came back in during the afternoon it was perfect for sitting in the warm, shallow water. If you fancy a proper swim or snorkel, just head left towards the boats where it’s deeper, and you’ll even find a coral reef nearby. There was plenty to do both around the hotel and in the local area, so we were never short of activities. We also booked trips to Orange Bay and snorkelling in the Red Sea, which made the holiday even more memorable. The entertainment was okay, although not the best we’ve experienced. We did find out that the entertainment programme alternates weekly, which was a little disappointing for us because we missed out on the beach foam party and the colour-themed nights—they took place the week after we left! It would have been great to experience those. Overall, we had an incredible family holiday, made memories that will last a lifetime, and wouldn’t hesitate to return. Thank you to everyone at Jaz Aquamarine for making our stay so enjoyable!