Hello Daniel,
We sincerely apologise for the distress you experienced as a result of this incident. Guest safety is of utmost importance to us, and we deeply regret that you feel our response was insufficient. We strive to offer all guests a fun and safe night, and I can see this was not the case.
After receiving your email, we immediately conducted an internal investigation and spoke with all the staff members who were present during the event. They informed us that they tried to assist you and recommended that you seek medical attention at the hospital, considering the nature of the incident. We have never had a situation like this before, and we now understand that their response did not have met your expectations or ours, and we assure you that we are taking this matter seriously.
We genuinely apologise for any shortcomings in our procedures and handling of the situation. We are committed to learning from this incident and implementing necessary improvements to ensure the safety and well-being of our guests in the future.
In regards to the refund offered. We want to assure you that our intention in providing the refund was to acknowledge the situation but not to dismiss it, and we apologise if it seemed inadequate considering the gravity of the incident.
In regards to being drunk, I now understand that you were not intoxicated, I was just explaining to you the reasoning behind why the incident was handled the way it was because we sometimes have people that are drunk and want to get off the boat and are behaving similarly, but I understand this was not the case with you and will make sure to handle any safety concerns better in the future.
Most importantly, we sincerely hope that you are okay and that your test results come back negative. Your well-being is of great concern to us, and we would be more than willing to assist you in any way we can. Please do not hesitate to reach out to us for any further support or assistance you may require.
Once again, we deeply apologise for the distress you have endured, we will do everything within our power to address this issue appropriately and prevent similar incidents from occurring in the future.
Kind regards,
Markus
