Poor Response from Disney Hotel

[GoofGoof]

Don't know if anyone here has had experience like this but my son got burned pretty bad on his fingers during a marshmallow roast at our hotel. First of all they had NO first aid kit at the scene,then somebody walks out after 5 minutes with ice packs (which is one of the worst things you can put on a burn). After contacting the front desk they suggested we call 911 because there was nothing they could do because they had no medical staff or supplies. Luckily we were able to get advice from a nurse friend of ours and treated him ourselves with what little supplies were in the gift shop. The next day we tried to contact the manager to ask why there was no supplies or trained people on staff and of course no one was around and all we were told by the front desk was that they were sorry. After returning home we got in contact with Guest Relations and again we were told we're sorry and the "team" would look into it. I would have hoped a manager from the hotel would have called our room or stopped up to see how our son was doing but there was nothing !!! Does anyone have a number I can call to speak with somebody in management about this or another way to go about it ?

Honestly the front desk probably did the right thing by offering to call 911. It may seem like overkill, but you don't want untrained CMs offering medical advice or attempting to treat something as serious as a burn. A skinned knee, a bump or a superficial cut is one thing, but if a burn is serious enough and not treated properly it can lead to infection and serious illness. If the lifeguards were still on duty at the pool they may have been the best bet for getting treatment since they should be trained in first aid or probably at least have a kit by the pool.

I can totally understand how this could be frightening and completely unsettling as a parent and unfortunate for your son. It sounds like something that would have happened to me as a kid. I was always finding strange ways to get hurt (luckily not seriously). Good luck and even if you get nowhere with Disney you will at least have a funny story to tell his kids someday about the time he burned himself with a flaming marshmallow at Disney World. My kids love hearing my dad tell them the story about the time I got my head caught between the bars on my parent's railing as a kid

 

[CaptainJackNO]

So we excuse Disney staff for not being prepared but not a little kid that "doesn't know the dangersdof fire"? And shouldn't the ADULT staff members be aware of the " dangers of fire"?

I hope your child is okay, OP.

If it were my 7 year old, I would have supervised him myself and not assume someone else would. ( not saying op didn't, reaponding to your individual post)

 

[SagamoreBeach]

Still don't know how it happened....several years ago I got hit in the eye by a flying elbow in a very crowded pool at Animal Kingdom Lodge. A CM saw it happen and called 911. A couple of CMs escorted me to my room, the EMTs showed up a few minutes later and examined me, suggested a visit to the ER which I refused. A CM showed up with some cold packs and some bottled water. I think my situation was handled well and I didn't expect anything more. And it never crossed my mind why a manager or person in authority didn't show up or call.

 

[MissingDisney]

The best thing to have done would have been to soak the fingers in cold water, which anyone could have obtained. If cold water wasn't available, a cold pack would have been the next best thing. I was assuming you didn't know this or you'd have done it (and wouldn't have refused the cold pack offered) and wouldn't have had further problems and been looking for First Aid kits.

Maybe I shouldn't assume that.

The EMTs or medics would also have been able to treat it, if they'd been called, but I don't know if you called them or requested someone else to call.

What did you do?

Actually a cold pack on a burn is one of the worst things you can do. Right up there with covering it in butter.

 

[GoofGoof]

Actually a cold pack on a burn is one of the worst things you can do. Right up there with covering it in butter.

Ironically butter is what worked when I got my head stuck in the railing

 

[Gabe1]

Honestly the front desk probably did the right thing by offering to call 911. It may seem like overkill, but you don't want untrained CMs offering medical advice or attempting to treat something as serious as a burn. A skinned knee, a bump or a superficial cut is one thing, but if a burn is serious enough and not treated properly it can lead to infection and serious illness. If the lifeguards were still on duty at the pool they may have been the best bet for getting treatment since they should be trained in first aid or probably at least have a kit by the pool.

I just contacted my DD when saw this, she is away at college. Both of my adult kids are certified lifeguard instructor trainers for water parks and pools. The lifeguard system they teach is Ellis and Ellis certified my kids as instructor trainers. Ellis is the same system Disney uses and Ellis audits Disney. Disney lifeguards don't have a first aid kit, they have a freak'n suitcase that when a lifeguard whistles a save the runner grabs the entire bag and runs with it, AED and all. You will notice on the lifeguard fannie pack there is a CPR piece and there are gloves in there also. I asked about treatment for burns and she said no. Burns would be a 911 call, burns are not a typical emergency in a pool or deck. Bloody nose has a ten minute maximum, then 911. Guest holding neck or backpain, 911. They don't mess around. The guards give immediate response in an emergency as first responders but yield to EMTs. So likely if they took the child to the pool, lifeguards too would have opted for 911 and offered comfort to the child until the EMTs arrived within minutes.

 

[StarWarsGirl]

Usually the life guards have first aid kits. But if this was at night, they obviously were not on duty. Unfortunately, there is only so much that they can do. I got stung by a bee at Blizzard Beach and first aid gave us the supplies, but we had to put it on ourselves. Same deal once when I got a splinter. It's a liability issue unfortunately.

 

[StarWarsGirl]

Ironically butter is what worked when I got my head stuck in the railing

I'm glad to know that my younger brother isn't the only one to have done that

 

[StarWarsGirl]

Still don't know how it happened....several years ago I got hit in the eye by a flying elbow in a very crowded pool at Animal Kingdom Lodge. A CM saw it happen and called 911. A couple of CMs escorted me to my room, the EMTs showed up a few minutes later and examined me, suggested a visit to the ER which I refused. A CM showed up with some cold packs and some bottled water. I think my situation was handled well and I didn't expect anything more. And it never crossed my mind why a manager or person in authority didn't show up or call.

They called 911 because they were afraid of a concussion. When I was in grade school, my school nurse told me that they have to report any head injury and suggest a visit to the doctor if symptoms of a concussion develop.

 

[StarWarsGirl]

I've always wondered why Disney started roasting marshmallows. As fun as it is, it is a liability they can do without between the actual fire and the burns. I always thought it was a curious offering.

I think you're right. But they do it at the Hilton Head Resort a lot and I've yet to see anyone get injured from it.

 

[rt06]

Don't know if anyone here has had experience like this but my son got burned pretty bad on his fingers during a marshmallow roast at our hotel. First of all they had NO first aid kit at the scene,then somebody walks out after 5 minutes with ice packs (which is one of the worst things you can put on a burn). After contacting the front desk they suggested we call 911 because there was nothing they could do because they had no medical staff or supplies. Luckily we were able to get advice from a nurse friend of ours and treated him ourselves with what little supplies were in the gift shop. The next day we tried to contact the manager to ask why there was no supplies or trained people on staff and of course no one was around and all we were told by the front desk was that they were sorry. After returning home we got in contact with Guest Relations and again we were told we're sorry and the "team" would look into it. I would have hoped a manager from the hotel would have called our room or stopped up to see how our son was doing but there was nothing !!! Does anyone have a number I can call to speak with somebody in management about this or another way to go about it ?

Cold water. What, from a first aid kit, would you have applied to the burn?

 

[StarWarsGirl]

Cold water. What, from a first aid kit, would you have applied to the burn?

 

[rt06]

Ointments and creams are contraindicative. Wrap the ice pack in a pool towel to prevent direct skin contact, or run the finger under cold water. Then before bed, maybe wrap a room towel around the hand to protect it when he flops around in his sleep. Some gauze would be more practical, but you don't have any. It's not anyone's fault; not yours, not Disney's, not the hogs out on the savanna. It's a minor burn, one of those "What can you do?" moments. I'm not trying to sound callous.

 

[Jimmy Thick]

They called 911 because they were afraid of a concussion. When I was in grade school, my school nurse told me that they have to report any head injury and suggest a visit to the doctor if symptoms of a concussion develop.

I learned first aid and took refresher courses and CPR courses, the first thing they teach you:

You are not a doctor. Get a doctor.

Jimmy Thick-Best advice ever.

 

[draybook]

If it were my 7 year old, I would have supervised him myself and not assume someone else would. ( not saying op didn't, reaponding to your individual post)

I didn't see where he said he didn't supervise his child. Nor do I see where I said to run off and hold Disney responsible for watching him. Common sense should tell you (in general) that if you have an event that pairs humans with fire then you should have the proper procedures and supervision in place.

 

[StarWarsGirl]

Ointments and creams are contraindicative. Wrap the ice pack in a pool towel to prevent direct skin contact, or run the finger under cold water. Then before bed, maybe wrap a room towel around the hand to protect it when he flops around in his sleep. Some gauze would be more practical, but you don't have any. It's not anyone's fault; not yours, not Disney's, not the hogs out on the savanna. It's a minor burn, one of those "What can you do?" moments. I'm not trying to sound callous.

No, I agree that the OP should not be complaining. But you asked what would be in a first aid kit to help. I answered

 

[BoarderPhreak]

Kind of funny, this world we live in today. Disney can't or won't do this or that for fear of being sued...

I remember when I was a wee lad, having a bout of nausea at Hershey Park, PA. One of the nice ladies there poured me a cup of Coke syrup and I was off to the races. Situation resolved, everyone happy and that was that.

Too many ugly people (mostly lawyers) in this American society.

 

[fractal]

Which hotel?

 

[Nikkila]

If the Disney Hotel was hosting a marshmallow roast then there should be a few things in place. A First Aid Kit and Fire Extinguisher and a person trained to use both. That is my opinion. If I have children over to my house and have any kind of fire, I have these things ready and am able to use them. Things happen, they just do, but you have to be prepared for at least the basics. What Hotel was it?

 

[CaptainessKylie]

I think people forget when they post on these boards that Disney welcomes guests from all over the world. I am from England, but met my husband on my 3rd ICP and have lived in Florida for the past 2 years. If my child had a burn that I felt could be treated with a first aid kit and I was offered 911 I would have said no. Thats because of my upbringing, as well as many others around the world in that by calling an ambulance in a non-emergency you could be taking it away from someone in an emergency, thast the way I was brought up. In fact when I fainted recently and hit my head I was so embarrased my husband had called an ambulance because I wasn't dying! So If I was in the OP shoes I personally wouldn't have seen the 911 call as helpful to me but more of a whats the quickest way I can deal with you and go back to doing other stuff.

The OP didn't blame disney, they questioned their lack of response. You know the thing, you say sorry even if it was an accident. Well this kid had an accident it wouldn't have hurt for a manager or someone to just check on him on the way out, gosh maybe Disney could have had Mickey send an autographed card saying Get well soon. These are the kind of things that used to happen and I don't think it should be so bad for those standards and disney expectations to be there. Sadly everyone just makes excuses for why they aren't and things don't change...sigh I miss the Disney I grew up in!