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MANILA, Philippines – An executive at a luxury resort in Cebu issued an apology amid public reaction to management’s alleged mistreatment of a guest with special needs.
Manny Gonzales, a resident shareholder of Plantation Bay & Resort Spa, apologized to the resort guest who posted a negative review of the property on a travel app about the “discrimination” she and her son allegedly experienced while at the resort.
In his letter, Gonzales’ apology referred to his “mishandling of a guest complaint.”
“I was wrong to question the mother’s motives and I deeply regret leaving the impression that we do not support the community of parents of children with special needs,” Gonzales said in a statement posted Tuesday on the resort’s Facebook page.
“Our hotel’s policy of keeping noise levels low in the pool and in the restaurant is geared towards the safety and relaxation of all guests. We try to apply this policy impartially. As a result of that policy, in almost 25 years we have never had a dead child here. The pride of a mother is important, but more important is the lives of the children who come here ”, he added.
The apology stemmed from Gonzales’ earlier response to the guest’s complaint.
According to the guest identified as Mai Pages, the staff repeatedly ordered her and her six-year-old son Fin to be quiet while staying in the pool. Pages said she had explained to her that her son has autism which predisposed him to yells of joy when happy or excited, but staff reportedly continued to berate them.
“When something excites him or when he is happy, he makes it known by screaming with joy. I thought it was fine until they told us [off] from afar (a lifesaver), ”he wrote on the Trip Advisor website on December 6.
“As a mother, your initial action would be directed at your son. So I told him not to scream because it was not allowed. Frankly, it was a difficult time. Another lifeguard came and told us the same thing. I had to explain to him that he is a child with needs ”, he added.
In response to the travel review, Gonzales noted that the complex follows strict policies against noise production.
Gonzales’ response soon sparked criticism when netizens pointed to his way of educating the mother about autism. He even accused her of lying about her experience.
“For your information, uncontrolled yelling is not a symptom of autism. In contrast, autistic children tend to be silent, non-verbal, and overwhelmed and withdrawn when faced with strangers. Google ‘Autism’ and verify yourself, ”he replied.
“[T]most likely his father deliberately lies, or has been given an incorrect diagnosis of autism, when what the child probably has is a lack of discipline due to the simple negligence of the parents, “he continued.
His response has circulated on social media, but has since been deleted.
Another part of her response that remained visible on the travel app further stated that: “So this mother is trying to blame the resort for her own failure to look out for her son’s best interests. While we regret that we are not the right place for this father and son, we hope that in the future other parents who want their children to constantly yell and annoy other guests will do their homework and choose another resort, one that does not. Never mind 99% of guests who want to relax in peace and quiet. “
Autism spectrum disorder (ASD)
According to the Centers for Disease Control and Prevention (CDC), autism spectrum disorder (ASD) is a developmental disability that affects a person’s social, emotional, and communication skills.
“A diagnosis of ASD now includes several conditions that used to be diagnosed separately: autistic disorder, pervasive developmental disorder unspecified (PDD-NOS), and Asperger’s syndrome,” the CDC stated on its website.
The US-based institute of public health recognized that some people with ASD may have trouble showing or talking about their feelings. Those who cannot or cannot speak can also use language in unusual ways.
Contrary to Gonzales’ claim, the CDC explained that some people diagnosed with ASD might have unusual reactions to their environment. He clarified that people with ASD “not only have social ‘difficulties’ such as shyness.”
This means that not all people or children diagnosed with ASD will react to changes in the way things sound, smell, taste, look or feel simply by remaining silent or withdrawn.
“A change in the normal pattern of the day, such as a stop on the way home from school, can be very upsetting for people with ASD. They can “lose control” and have a “meltdown” or tantrum, especially if they are in a strange place, “the CDC said.
Additionally, the National Institute of Mental Health (NIHM) said that not all people with ASD will have similar symptoms.
“Not all people with ASD will display all behaviors, but most will display several,” the NIHM said on its website.
In the Philippines, the Autism Society of the Philippines said that at least 1.2 million Filipinos have been diagnosed with autism.
There is still a long way to go
The Autism Society of the Philippines recognized Gonzales and the resort’s apology as “an important first step.” However, the organization said that the company should consider receiving disability sensitivity training.
“Plantation Bay Resort & Spa stands firm in its belief that there is NO ROOM for reasonable accommodations for the needs of people with developmental disabilities, even when compared to parental ‘pride’. All of this, as the nation commemorates National Human Rights Awareness Week, ”the group said in a Facebook post.
The organization also expected the company to review its policies and processes following the Magna Carta for People with Disabilities.
EDV
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