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Cebu resort issues apology, defends response to viral incident involving child with special needs


The Plantation Bay Resort and Spa in Cebu has broken its silence amid the backlash it's been getting after its owner responded negatively to a review by a parent of a special needs child.

In a statement, resident shareholder Manny Gonzalez issued an apology for his "poor handling of a guest complaint a couple days ago."

"I was wrong to question the mother's motives, and deeply regret the impression that we are not supportive of the community of parents with children who have special needs," he said.

 

Posted by Plantation Bay Resort & Spa on Tuesday, December 8, 2020
 

 

He went on to say that the hotel's policy on keeping noise levels down in the pool and at the restaurants is "geared towards and relaxation for all guests," and that they try to apply the policy "even-handedly."

"As a result of that policy, in almost 25 years we have never had a child die here. A mother's pride is important, but more important are the lives of children who come here," he said.

"Regardless, I handled this case poorly, and apologize to all the parties who felt offended by my reply," he added.

The statement, which was posted on Facebook, has garnered over 9,000 reactions as of posting as netizens express their dissatisfaction in the comments section.

"Seriously, what is the connection of a child dying there with the incident and the cold hearted response. What a non apology," one said.

"A sincere apology is owning your mistake, period. Nothing else. Educate yourself, sir. You take pride on claiming you wanted the best for the 99% of your guests that day. How about that 1% who paid your resort the same amount as those 99%?" another wrote.

The issue stemmed from a now viral Trip Advisor review of the resort on Sunday written by Mai Pages, a mother to a six-year-old child with autism, who narrated an experience which she described as discriminating.

Mai said her son Fin would make squealing sounds whenever they went in the waters, as he often does whenever he was excited or happy. However, they were told off by lifeguards even as she tried to explain to them that her child had special needs.

Gonzalez, however, had replied to Mai and accused her of "most likely deliberately lying" since "uncontrolled shouting is not a symptom of autism." He even went as far as to question the child's diagnosis.

"Google 'Autism' and verify this for yourself," read the reply. "Therefore this parent is most likely deliberately lying, or has been given an incorrect diagnosis of autism, when what the child more likely has is a lack of discipline due to simple parental neglect."

"If their parents would pay attention to them, and would refrain from screaming at each other, there would be no need for the child to scream. In our experience, one word from a responsible parent is enough to make a child quiet down," the reply added.

The response drew fury from the internet, and even the Autism Strong Philippines issued a statement, calling out the management's response to the incident. —JCB, GMA News

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