A Cebu resort is in hot water for insensitive treatment of child with special needs
The Plantation Bay Resort and Spa in Cebu made the rounds online after a mother declared that it's “not an ideal place for a child with special needs.”
In a review on Tripadvisor, she shared their experience with discrimination and unfair treatment at the getaway spot. When her son kept “squealing with delight” during their morning swim, they were asked twice by the resort’s lifeguards to keep quiet. “The plan to swim the whole morning came to a halt. I asked Fin if we could go back to the room because we weren’t allowed to squeal and be merry the special way.”
She called it a “discriminating experience”—something that they encounter quite often. “We often get this a lot. When normal people who are ignorant of people with special needs give us that stare of please control your child.”
“My Fin is a happy child. He has autism. He is special. Very special! I will never consider staying here ever again. No luxury of this proportion can make this experience okay because that is not what we need,” she continued. “We need a friendly and empathetic environment for kids and families with special needs.”
In response to the review, the Cebu resort stressed that it's “very clear on our website as well as on social media about its strict policies regarding noise-making by anyone.” They pointed out a few reasons for such: apart from safety and relaxation of the guests, they said that “if she were truly concerned for her child's welfare, a person who doesn't want, or is unable, to control her child, should have read and noted our policies before choosing Plantation Bay. Therefore this parent is trying to blame the resort for her own failure to look after her child's interests.”
Additionally, they stressed that amid the current pandemic, everyone should be reminded “that screaming, even loud talking, spreads a higher viral load a much farther distance than ordinary talking.”
Commending the parent for speaking out on the issue, the Autism Society Philippines (ASP) explained that families dealing with autism are “hyper-aware of our children’s challenges.”
“It is never our intention to infringe on the rights of others to experience what we want our children to enjoy—be it a day at the pool or a movie in a mall,” they wrote. “Genuine disability inclusion ensures access to enriching opportunities and experiences.”
For them, a hospitality organization that is compassionate and sympathetic would have “gone the extra mile to understand their customer’s perspective. Instead, the resort went the other direction.” The ones with the best intentions, after all, can undergo additional training in order to consistently provide excellent customer service to their guests.
The ASP continued on to explain how the resort’s response was insensitive as they “assumed the worst of their guest and her child with a disability. The first part of the response is ignorant of what the autism spectrum is—even going as far as to shame the parent and question the veracity of the child’s diagnosis.”
“This sad event is an opportunity for disability sensitivity training; and a review of the resort’s policies and procedures for compliance to RA 7277, the Magna Carta for Persons with Disability,” they added, reminding parents of children with special needs that such law is always on their side in case they experience the same situation.
“If the issue is not resolved, you may file a civil case in court or with the Commission on Human Rights for violations of the RA 7277, the Magna Carta for Persons with Disability. Please take note of names, places, events, dates, times and screenshots, to complete documentation of the incident. You may also fill out the form below to reach out to the Autism Society Philippines,” they concluded.
In a statement issued on Facebook last night, December 8, the Plantation Bay Resort and Spa has apologized for their insensitive remark. "I was wrong to question the mother's motives, and deeply regret leaving the impression that we are not supportive of the community of parents with children who have special needs," said its resident shareholder Manny Gonzalez. While they stood firm with their strict policy in line with noise control for the guests' safety and relaxation, Gonzalez admittedly “handled this case poorly, and apologize to all the parties who felt offended by my reply.”
Posted by Plantation Bay Resort & Spa on Tuesday, December 8, 2020
Article thumbnails taken from Plantation Bay Resort and Spa's official website