Dear JaneR2643,
Thank you for your recent visit to our hotel.
Whilst we thank you for your feedback which is taken serious at any time, we would like to take this opportunity to clarify some of the information provided.
Before your husband and child entered the pool, you came to approach our Manager on Duty and Security Manager who have shown you the difference between the swimming and non swimming areas of the pool which are marked on the pool deck. Our Management also advised you to attach floaters for the 2 years old and we even offered to get some for you from our Kids Club or Grab and Go Shop. This service was declined mentioning that you had your own in the room, but were not in the mood to get them. A few minutes after the advise was given, you entered the pool in the swimming area. By the time you required help another guest was next to you and helped you to get to the side. Our Pool Boy was standing next to the pool. As he saw the other guest helping you immediately and successfully, there was no requirement to jump in the pool as well.
Seychelles law does not require a life guard for each hotel, however as we are taking guest safety serious, we have hired two life guards to enhance the stay experience of our guests.
Both are on duty at the same time whenever possible with a stronger focus on the ocean with its more dangerous currents. Non-swimmers are always advised to be extra cautious. A kids pool is available at the Kids Club. Pool regulations are displayed around the pool and meter markings are present. First Aid trained team members are among the hotel team and a recertification training with an external organization is taking place end of August. We have now even increased the size of the depth-change marker around the pool.
Once again, we do our utmost to avoid such incidents by following international regulations and do even more than the law requires by having life guards around the pool and beach. We will continue to optimize our guest communication efforts during the stay and will be even more cautions with non-swimmers as we strive to make every stay as comfortable as possible.
Warm regards,
Benjamin