Jaz Elite Casa Del Mar Beach

Despite these issues, I would like to emphasize that the restaurant and service team performed exceptionally well. The restaurant manager, chefs, and all waitstaff were professional, attentive, and friendly. In particular, Hasan stood out with his excellent communication skills and genuine care for guests. His attentive and personalized approach is truly commendable. I would like to sincerely congratulate him and the entire restaurant team.

Despite arriving late at night, we were informed that my sister’s reservation could not be found due to an issue not caused by us. As a result, we were kept waiting at the reception for approximately 2.5–3 hours, until around 03:00–03:30 AM, with children. This situation is completely unacceptable. Although our reservation was made through Amimir, the hotel staff made no effort to contact the company. It is difficult to understand how guests can reach an international agency individually, while a large hotel group fails to do so or does not even attempt it. The night reception team, including the duty manager Younan Kamal, demonstrated a highly inadequate and non-solution-oriented attitude. No initiative was taken, and instead of resolving the issue, we were left waiting for hours. Rather than solving the problem, we were asked to pay an additional fee of approximately 270 Euros, and the room provided was far below the category we had originally booked. The following morning, the issue was resolved by Amimir, and our reservation was confirmed. However, it is important to highlight that the hotel did not actively contribute to resolving the situation. Additionally, we were informed that “soft drinks were included,” yet at checkout we were charged for several beverages. The scope of what qualifies as a “soft drink” was not clearly explained, resulting in misleading and insufficient information. Another concern is the towel system implemented at the hotel. In hotels of this standard, towels are typically provided at the pool or beach area. However, in this case, guests are required to carry towels from their rooms, which is inconvenient and below expected service standards.