Ger Am Properties Inc.

Friday, September 04, 201.5RE: ID #[redacted]Attached: copy of signed registration matedalsTo Whom It May Concern:To:[redacted]GOLDENARROWLAKESIDE RESORT[redacted]The Golden Arrow is a family owned and operated resort. We do our very best to provide a fun and safe...

environment for our guests. At check in all guests sign their registration materials which state that our amenities (such a the gym, the beach and the pool) are not supervised and they can enjoy those facilities at their own risk.Although we do employ a person on the beach in the Summer, that person's primary responsibly is selling snacks and food and keeping the beach clean. We do also have them sign out boats that guests take and remind the guest to take life jackets for the boat rde. To do this guests go to the hut and sign the boats out. The beach attendant generally does not accompany the guests to the boat or SUP they chose to take. Being in the hut also restricts their view of the boats so they can not see what boats guests are taking. I do regret that the Kuperberg family did not find her helpful. We did talk to her about the experience when we found out about it and did a retraining with her. We have 1 child size kayak and it looks very different from the rest. It is half the length and instead of sitting in it, you sit on top. We did remove it after the [redacted] family's complaint because we did not want that experience to happen to another guest. To us it seemed obvious that it was a child kayak because of the size of it, but our thought process was that if it was not obvious to the Mrs. [redacted] then it may not be obvious to other guests. This was the second season we had child kayaks available and no one had complained to me prior to the [redacted] incident.Although I am sorry for what happened to Mrs. [redacted] during her stay here, l do not feel it is our responsibility to replace her !phone. In going through the notes on the family's reservation I did notice that they were also unhappy because there was a tree partially blocking their view of the lake. Although we did offer to move them to a room away from the tree, they declined. In good faith I have removed the lakefront surcharge from their bill and credited it to their account.Sincerely,Jennifer HGM/OwnerGolden Arrow Lakeside ResortLake Placid, NY