Falkensteiner Club Funimation Borik

Dear Andre, Thank you once again for your feedback. We are truly sorry for the incident that occurred during your stay, and we understand how upsetting the experience must have been. We want to assure you that the safety of our guests is always our top priority. While we acknowledge that an accident did happen, we do not consider the pool or the surrounding area to be dangerous. All of our facilities meet the required safety standards, and we regularly maintain and inspect them. It is, however, a constant challenge to ensure all guests follow the safety rules that are posted and explained. We do our best to enforce these rules, but ultimately, individual responsibility plays an essential role. After the incident, we took additional measures to strengthen safety protocols, including an increased staff presence. While pool staff are always nearby to assist if needed, later in the season we also add certified lifeguards who actively monitor the area. We regret that your vacation was cut short and that we did not have the opportunity to assist you further on-site, as you chose to leave the hotel before we could fully respond. We also made an offer of compensation, which we understand did not meet your expectations, but it was made sincerely in recognition of the experience you had. We value your input and hope you can see that our intentions were always to provide support, care, and a safe environment. Best Niko Banovac Guest Relations Manager