SUNRISE Crystal Bay Resort

Dear Mr. Timo, Thank you for your recent stay with us at TUI blue Crstal Bay. I wish to express our deep regret that you departed the Resort with a poor impression, and I wish to reassure you that all your grievances have been reviewed by all involved, addressing our training processes to always ensuring a much-improved guest experience. It is true that our Resort is located not too far from the flightpath of planes reaching the Hurghada Destination. However, such inconvenience is very rarely highlighted by our guests who appreciate the short distance from/to the airport. Wind direction of course influences such light disturbance. With regards to Prayer Calls at the Mosque, it is certainly normal during Ramadan, in a fervent Muslim country as Egypt that such events take place. I could therefore recommend for your next travel plans, to select a country with a different cultural background to avoid being embarrassed. I fully apologize for the injury your son suffered in the bathroom as our team indeed overlooked a damage on our Shower glass support. I understand that my team was very sad to learn about the injury and provided full attention and care, so I am at a loss with your words. Let me reassure you that we take such incidents very seriously. The shower glass was immediately fixed and indeed, we provided a discounted alternative upper room category which you declined. We will review our TV quality signal, however, we did not receive any information with regards to such complain during the period of your stay, although welcoming a large German market. Our young and dedicated Team at Reception is indeed for half of them proficient in German, and we have plenty of colleagues speaking good German within our other Front of the House departments. Unfortunately, you may have been still facing some challenges and I apologize for such. We have 3 colleagues in our Animation team fluent in German out of 10. We will hopefully increase such ratio in the coming days. I am also very concerned by your description of our Team being rude and aggressive, which is opposite from what we wish to project. The team has indeed always been praised for great customer service and attitude of care. Only genuine care should be seen in our Resorts indeed. With regards to food, allow me to disagree with you as, on top of our daily themed imposing Buffet restaurant which change daily ( but a buffet remain a buffet), we have a total of five A La Carte specialty restaurants within your All-Inclusive package, open daily and allowing for moving away from Buffet selection. Thank you very much for sharing your comments on Animation. We are reviewing with the team to improve sharply in this very important aspect of our Service. Once again, Mr. Timo, I thank you for your valuable and constructive comments. I recognize that we did not deliver to our usual level, and I wish to reassure you that the necessary steps have been taken to resolve these challenges. I hope that we could be able to correct your bad impression and welcome you back once again for a much-improved experience. Sincerely Yours Philippe Dupont Cluster General Manager