JAZ Elite Amara

"Complaint Letter – JAZ Elite Amara (Marsa Alam) Subject: Formal Complaint Regarding Discriminatory and Unprofessional Conduct by Staff – JAZ Elite Amara (Nov 30 – Dec 7) Dear Management Team of JAZ Elite Amara, I hope this message finds you well. I am writing to formally express my disappointment regarding an extremely unpleasant incident that occurred during my recent stay at JAZ Elite Amara from 30 November to 7 December. First of all, I want to emphasize that most of your staff are wonderful. They are friendly, hardworking, and truly dedicated to giving guests a great experience. This makes the incident I encountered even more disappointing, as one individual’s unacceptable behavior overshadowed the efforts of many excellent employees. 1. Serious Incident of Verbal Abuse and Denial On Friday morning at around 7:30 AM, my friend and I were having breakfast outside the restaurant. I first requested a latte from a waiter, then went inside to get some food. When I returned, the latte had not arrived, so I turned around and politely reminded him again. At that moment, one of the staff members standing near the restaurant entrance said “shut up” to me. Both my friend and I heard it clearly. I immediately confronted him and asked what he said. He then denied it and claimed he said “good morning,” which was obviously untrue. This was deeply offensive, completely unprofessional, and far beyond acceptable hospitality standards. 2. Pattern of Discrimination Toward Chinese Guests Unfortunately, this was not an isolated incident. During the week, I also noticed a pattern of discriminatory behavior from some staff members toward Chinese guests. Examples include: Staff approaching white guests on the beach or by the sunbeds to offer drinks, while completely ignoring Chinese guests unless we actively call them over. Staff speaking to Chinese guests with the assumption that we “don’t understand English,” and making rude remarks under their breath. These behaviors are disrespectful, discriminatory, and extremely hurtful. They made me feel unwelcome despite being a paying guest who chose your hotel for its reputation. 3. Impact on the JAZ Brand I feel genuinely upset because a handful of poorly trained or ill-mannered employees ruined the reputation of JAZ Elite Amara and overshadowed the hard work of many good staff members. This experience has left such a negative impression that I am unlikely to stay at any JAZ hotel again in the future. 4. Request for Investigation & Action I am submitting this as a formal complaint and I expect the hotel to investigate this matter seriously. You will have no difficulty identifying the employee in question. He was tall and slim, and there were 5–6 staff members standing with him at the entrance at the time of the incident. Any basic internal check will reveal who he is. Please inform me: What actions will be taken regarding this staff member, and What steps the hotel will adopt to ensure that discriminatory behavior toward guests does not happen again. I am requesting a clear and transparent response. Thank you for your time. I hope the management will address this matter with the seriousness it deserves, not only to protect your brand but also to protect the many excellent employees who work hard every day. I look forward to your reply. Kind regards, Damon Stay: 30 Nov – 7 Dec, JAZ Elite Amara (Marsa Alam)"

"The stay at this hotel was absolutely amazing! We travelled to this hotel in the mid of november and stayed in the swim-up room. The room was very spacious and we really enjoyed the stay in it very much. The water in most of the pools was warm. The food and the services available were very high quality. A special Thank You to the Hotel Manager Mr. Wael and all of the reception staff. Thank You Mrs Amira for the mini-disco activity and for the face-painting!"

"I sincerely recommend staying in Jaz Elite Amara it was really wonderful experience everything in this hotel is at the highest level, starting from the atmosphere of the service and the people working there who make you feel like at home. the food is prepared with great care weather and good mood guaranteed;)"