Poor Response from Disney Hotel

[Gabe1]

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.

But with traveling to Disney over many decades here is what I know for the future. Disney does not try and treat any guest unless they are medically trained in someway. They won't put a first aid kit where there isn't a certified CM to handle all situations. They have RNs in parks and DTD you can go visit from any area on property. We traveled years ago from the old Discovery Island where my DD got hurt to Epcot to see RN in First Aid.

911 does respond and are use to treating on the spot, Disney gave good advice. They treat far more common injuries than EMTs do back in our real life's, it is that odd working relationship with Reedy Creek. I learned about EMTs by surprise when my DS was 14 months, his first trip, first day at the original DTD prior to PI, he was walking down a little path that tipped downward, fell forward and forehead collided with a paver rock. Typical little bump to forehead for a child that had only been walking for 1 day prior to flying to Disney. I went and asked first aid for some ice, I wasn't concerned beyond a tiny lump. I waited a short bit and noticed an ambulance pull up and I was like wow, I feel silly, ice and someone here is really ill. Wrong.Nope they called the EMTs for my 14 month DS. Head Injury. lol But the paramedics had some fun with him while they tested his pupils and whatever else they check for a crack to the head. They were great with him, great guys. Filled out a report, I declined transport and we got the ice pack. At times the EMTs are like a rolling first aid station. And this is likely why they told you to call 911.

Many many years ago my sons first CP was as a lifeguard at the off limits to guests, Disney's Mickey's Retreat pool and lake for cast members and their families. Lifeguards on property are not only trained in water related safety stuff, they are also trained in, CPR, choking and first aid. They have to test out and have a certificate issued by a non-Disney firm. They will perform small first aid and create a paper trail for guests & Disney too. If it is beyond simple first aid they also call in the EMTs. When my DD was choking in our room one year (no air) if I wasn't successful at Heimlich I was going to run with her to lifeguards who are trained repeatedly each and every month. (proud moment, I did the Heimlich successfully) They also have AED's and are well versed and trained on baby and adult dummies purchased for practice for many types of incidents. My DS was also certified in open water rescues along with their rescue boats for open water. Disney is very clear about who can and cannot treat guests that are hurt or ill. When in doubt CMs call or have guests call 911.

So there are a few options for the future.

 

[luv]

How do you know I don't know first aid ??????? Didn't know I was suppose to carry my own kit with me !!

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?

 

[psukardi]

Look on the bright side, it was a good life lesson. Never assume anything and now your son will be a bit more careful around fire and things that are hot.

 

[Jimmy Thick]

If the burn was serious, someone should have called 911, that's what its there for. If not, this is hardly Disney fault, its not their job to watch peoples children not to put their hands in a fire pit to retrieve marshmallows.

Its so easy to pass the blame but if Disney offered to call 911, which they would be obligated and required to do, they absolved themselves legally, its on the OP then, and if the burn was serious, he should have done so. I've seen this kind of stuff for years, its always the other person's fault when its usually not. People need to pay better attention to their surroundings but more importantly, their own kids.


Jimmy Thick- Disney would win a law suit, don't try it.

 

[GeekDad]

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.

A cold pack would have been too cold to start with and it would have caused more damage in the process of stopping the burn from hurting. After cooling the burned area with Luke warm or slightly cold water you can then use a cold pack to ease the pain.

I understand Disneys reason to not do anything because in our sue happy world everything comes down to liability but it's still a crappy situation and really too bad the response couldn't have been better.

 

[Gabe1]

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 ?

Beyond my explanation of how I know Disney operates at times may I offer this to ponder in the most respectful way? I'm not judging I've had my kids hurt at times too and it is unnerving.

You have contacted and spoken/corresponded with several areas of Disney, Guest Relations being the real go to. By continuing to contact them I am guessing they are going to be more on guard and will say little to nothing more than you have already heard. If you are looking for specifics as to why they don't have first aid materials, I've gone there in my previous post along with why they have limited first aid type personnel. I would not expect Disney to explain anything about their procedures or how they staff their venues. It is not in their best interest especially when there are repeated follow ups and they have no idea if you are fishing for info for a suit. They will admit no wrong doing. Even when a guest is gravely hurt or dies, you hear no explanations or admissions. When the young boy nearly drowned on the cruise ship without lifeguards Disney really didn't expand beyond well wishes. Since they have changed their procedures and they just started to put lifeguards on at least one ship, maybe them all. But they just did it, they didn't make any announcements or provide explanations.

By now there is likely an incident file where it outlines every contact you have made and every CM who spoke with you. I would guess the incident also states guests parents opted not to have 911 called. To best of information provided guest did not seek any professional medical attention for child after incident and the first time to their knowledge parents sought any professional assistance was not until the next day at first aid in a park. They have likely made a paper trail if it needs to be turned over to their attorney's in the future which would likely demonstrate your turning down EMTs, didn't seek any professional medical attention on your own for the child at urgent care, in room doctor or ER room in lieu of EMTs offered. Then waited a day to visit a first aid station. Me, I think you are just going to aggravate yourself further by following it up further without a goal of what more you want Disney to do at this point.

 

[jaklgreen]

Maybe I am misunderstanding this. Your child was in some sort of kids club and they had care and control of your child when he got burned and they did nothing? Or were you there and in control of your child? If Disney had him then they should have contacted you and called 911 to have him checked out right away. If you were there with your kid then it is YOUR responsibility to take care of him. They offered to call 911 and you should have done so if it was bad enough. We need to stop blaming other people and take charge of our own lives. If my kid got hurt that bad, I would not be messing around with some minimum wage employee. I would call 911 and take care of my kid.

 

[ABQ]

I guess they just assume that parents will properly educate their children on the danger - and if that's not possible (perhaps due to age) - handle the potentially dangerous situation appropriately? Just sayin'.

Hope your son is okay though. And I would agree, it would be good of them to have a first aid kit handy and perhaps show a little more concern. Probably liability issues at play here.

Worst case, those same liability issues lead them to halting all marshmallow roasts going forward. At least until they surround the entire event with fire suppression. Think the new fences going up around all pools.

 

[bcalltimandanna]

this was at CBR, wasn't it? I think I was in the gift shop while this was happening!

 

[Britt]

Honestly a bit shocked at the amount of people blaming the op, although I shouldn't be. Any opportunity to take a dig at a guest if things don't go perfectly, eh? If Disney is doing a marshmallow roasting, with live fire...one would think they would have the appropriate training in how to handle burns...minor or serious. Some kind of burn ointment and a policy in place to call their on site doctors if need be (not a "we can call 911 if you want")....not all standing around going "Ummmm...I ummm...." And some kind of interest in how the child was doing afterwards would have been nice and pretty in line with normal WDW care/standards.

He's not blaming Disney for the burn by ANY means. He's not asking them to pay for the items he had to purchase in the gift shop...just their normal level of care and treatment.

It IS unusual they wouldn't have some kind of policy in place. If you're going to have an open fire and children surrounding a fire...you'd think they'd also have some kind of burn ointment as well.

 

[AndyS2992]

Honestly a bit shocked at the amount of people blaming the op, although I shouldn't be. Any opportunity to take a dig at a guest if things don't go perfectly, eh? If Disney is doing a marshmallow roasting, with live fire...one would think they would have the appropriate training in how to handle burns...minor or serious. Some kind of burn ointment and a policy in place to call their on site doctors if need be (not a "we can call 911 if you want")....not all standing around going "Ummmm...I ummm...." And some kind of interest in how the child was doing afterwards would have been nice and pretty in line with normal WDW care/standards.

He's not blaming Disney for the burn by ANY means. He's not asking them to pay for the items he had to purchase in the gift shop...just their normal level of care and treatment.

It IS unusual they wouldn't have some kind of policy in place. If you're going to have an open fire and children surrounding a fire...you'd think they'd also have some kind of burn ointment as well.

Very true, however a seven year old should know better than to stick their hand in/near fire. It's just one of those things.

 

[Britt]

Very true, however a seven year old should know better than to stick their hand in/near fire. It's just one of those things.

I haven't read where he's said the kiddo was standing too close to the fire. Or even that it was his own marshmallow that fell onto his hand. Someone pulling theirs out of the fire, or him pulling his out...very easy for one to fall off onto the back of his hand. He wasn't burned by flame (unless the mallow was on fire...as mine probably would have been. lol).

 

[donsullivan]

This is the sort of scenario that happens all too often at Disney. Resort staff cannot treat any medical condition at any time because they have been sued so many times, general cast members are specifically instructed not assist in any medical situation but provide access to medical emergency services if appropriate. There is simply too much risk of them being sued if they provide any sort of medical assistance that does not end positively or in the way the injured party feels it should have.

This is not intended as a shot at the OP but every time something like this happens, and it gets turned into a big deal where 'Disney didn't to this', and 'they should have been prepared for that', and 'I can't believe the didn't provide this'- some experience somewhere on the property gets terminated. They have been sued so many times for so many frivolous things (not judging this situation, just making a generalization) that the Disney lawyers end up demanding some program gets cancelled. After all, not everything that happens to any of us when visiting WDW is Disney's fault, sometimes we just have to take responsibility for our own actions and not blame Disney for everything or expect them to take responsibility for everything that happens to us.

The minute Disney provides some sort of concession for something like this, a lawyer somewhere finds out about it and uses it as leverage for their next lawsuit in the future. Now they can say that Disney knew of the 'danger' and didn't do anything about it and therefore is negligent and should pay. There is a whole industry of lawyers out there that track this space looking for these cases since they know Disney will just settle to keep it out of the news.

 

[Voxel]

This is the sort of scenario that happens all too often at Disney. Resort staff cannot treat any medical condition at any time because they have been sued so many times, general cast members are specifically instructed not assist in any medical situation but provide access to medical emergency services if appropriate. There is simply too much risk of them being sued if they provide any sort of medical assistance that does not end positively or in the way the injured party feels it should have.

This is not intended as a shot at the OP but every time something like this happens, and it gets turned into a big deal where 'Disney didn't to this', and 'they should have been prepared for that', and 'I can't believe the didn't provide this'- some experience somewhere on the property gets terminated. They have been sued so many times for so many frivolous things (not judging this situation, just making a generalization) that the Disney lawyers end up demanding some program gets cancelled. After all, not everything that happens to any of us when visiting WDW is Disney's fault, sometimes we just have to take responsibility for our own actions and not blame Disney for everything or expect them to take responsibility for everything that happens to us.

The minute Disney provides some sort of concession for something like this, a lawyer somewhere finds out about it and uses it as leverage for their next lawsuit in the future. Now they can say that Disney knew of the 'danger' and didn't do anything about it and therefore is negligent and should pay. There is a whole industry of lawyers out there that track this space looking for these cases since they know Disney will just settle to keep it out of the news.

This is true even outside of Disney, working at a summer camp we were taught First aide but where advised in most situations to do a little as we can (unless we had to like CPR,etc), and call for a manager.

 

[bethymouse]

There is a lot of non parent supervision at these marshmallow roasts. Unfortunately, Disney is not responsible when it states " at your own risk". Disney offers these experiences free ( some of them: Wilderness Lodge). Others you bring your own marshmallows to roast ( also sold in the "gift shops"). These are neat experiences for the kids. I hope Disney doesn't discontinue these little "extras" due to the lack of parent supervision. At least that's how I see it. My boys were 5. I watched every moment, and was there to help, especially when it came to "putting out the fire". However, most kids were there by themselves with the parents either nowhere to be seen, or sitting somewhere nearby just barely paying attention. Of course, some parents were involved and taking pictures.I would have called 911. I also would have demanded some sort of "burn ointment" and a bandage that I as the parent would have used to take care of the wound. BTW, my DH carries a small first aid kit wherever he goes. Luckily, he is also CPR trained.
I don't quite understand the CMs lack of response. I am sure they had to have some sort of first aid nearby. Wilderness Lodge has there's near the pool, so the life guard station should have some sort of first aid kit to use. Even if the CM is not allowed to administer 1st aid ( which I just don't get). The pool bar is also nearby, so they should have had access to something. It doesn't make sense to me, sadly sorry.
I would not have left my resort without some sort of "answer", and/or resolution to the problem. I would have very kindly stated, " I just do not want this to happen again to any other child".
I hope this incident is not a "sign" of the future for WDW, and all of the "lack" of attention to safety and details I have been hearing/reading about lately.

 

[Gabe1]

If Disney is doing a marshmallow roasting, with live fire...one would think they would have the appropriate training in how to handle burns...minor or serious. Some kind of burn ointment and a policy in place to call their on site doctors if need be (not a "we can call 911 if you want")....not all standing around going "Ummmm...I ummm...." And some kind of interest in how the child was doing afterwards would have been nice and pretty in line with normal WDW care/standards.

He's not blaming Disney for the burn by ANY means. He's not asking them to pay for the items he had to purchase in the gift shop...just their normal level of care and treatment.

It IS unusual they wouldn't have some kind of policy in place. If you're going to have an open fire and children surrounding a fire...you'd think they'd also have some kind of burn ointment as well.

If we take a big step back here, if we are looking at both sides of the coin, I can't say I know what the OP has in mind for the future. Not saying he has anything in mind, can't say he doesn't, don't know, new member and this was his first post.

You can't have an activities person dispensing any type of meds, even over the counter. There are so many allergies out there and as a Mom I never knew until something went wrong. My DD for example is allergic to a component in Benedryl. It is not feasible to except Disney to have RNs all over the place. The EMT system of Reedy Creek has serviced WDW for decades including my DS for a minor bump to the head.
Reedy Creek for the most part is there for issues at WDW and staffed for all types of medical issues. If Disney Policy is to offer EMTs who are we to say all of a sudden what they have been doing for decades was the wrong call. So you are not correct to say they did not have a policy or procedure in place. My DS is 26 years old and he was 14 months when they called the EMTs, that is a long standing policy and who knows how long before that.

Disney does not have doctors on call to visit rooms. Disney has groups with numbers that guests can call to their room, guest choice, guest call. Disney does not ever put themselves in the position of choosing a doctor for a guest and I would not expect them to do that. Horrible liability.

Kids get hurt everywhere. Mine both have at Disney, school, ball fields. It was ultimately my decision to send away the EMTs after they checked my son out, no cost but it gave me peace of mind and an ice pack. It was the OP decision as a parent to say NO to the EMTs. So be it. His choice not to call a doctor, go to a doctor or have the child seen by an EMT or go to the ER. Parents call, not Disney's. So with the parent making all these decisions I don't understand why with all these choices available why we should be disgruntled with Disney. As I said in my previous post I am not judging the OP, kids hurt are stressful for parents. But at this point it is likely time to let it go and learn from the experience, if Disney suggests the EMTs look at the child, it might not be such an awful suggest. In three minutes they could have looked at the childs hand instead of parents running around looking for over the counter meds in store and getting advice from someone who had not examined the child. But again, parents call not mine. I found the EMTs to be superior with my 14 month old.

 

[Gabe1]

There is a lot of non parent supervision at these marshmallow roasts. Unfortunately, Disney is not responsible when it states " at your own risk". Disney offers these experiences free ( some of them: Wilderness Lodge). Others you bring your own marshmallows to roast ( also sold in the "gift shops"). These are neat experiences for the kids. I hope Disney doesn't discontinue these little "extras" due to the lack of parent supervision. At least that's how I see it. My boys were 5. I watched every moment, and was there to help, especially when it came to "putting out the fire". However, most kids were there by themselves with the parents either nowhere to be seen, or sitting somewhere nearby just barely paying attention. Of course, some parents were involved and taking pictures.I would have called 911. I also would have demanded some sort of "burn ointment" and a bandage that I as the parent would have used to take care of the wound. BTW, my DH carries a small first aid kit wherever he goes. Luckily, he is also CPR trained.
I don't quite understand the CMs lack of response. I am sure they had to have some sort of first aid nearby. Wilderness Lodge has there's near the pool, so the life guard station should have some sort of first aid kit to use. Even if the CM is not allowed to administer 1st aid ( which I just don't get). The pool bar is also nearby, so they should have had access to something. It doesn't make sense to me, sadly sorry.
I would not have left my resort without some sort of "answer", and/or resolution to the problem. I would have very kindly stated, " I just do not want this to happen again to any other child".
I hope this incident is not a "sign" of the future for WDW, and all of the "lack" of attention to safety and details I have been hearing/reading about lately.

I know it is long but if you read the part about lifeguards in my post of 1008am I explained quite a bit about Disney procedures. Lifeguards have a first aid kit because they are certified by an outside organisation and tested and inserviced each month to keep their skills up. RNs come to Disney with outside certifications. EMTs have their own certification and degrees. This is why Reedy Creek and Disney have a system set in place for EMTs to come. It didn't cost me a cent when my 14 month old cracked his head at DTD. But if the parent says no, Disney must allow the parent to service the child themselves. Guests don't get to rewrite the procedures neither do the CMs.

 

[lazyboy97o]

I wonder if Disney using the term "911" might make people hesitate to accept that as an offer for help. It is not really the choice that comes to mind for most people with injuries that are not considered an emergency. How many people know that calling 911 at Walt Disney World is still essentially a call to Disney?

 

[AndyS2992]

I wonder if Disney using the term "911" might make people hesitate to accept that as an offer for help. It is not really the choice that comes to mind for most people with injuries that are not considered an emergency. How many people know that calling 911 at Walt Disney World is still essentially a call to Disney?

I only found this out recently when watching a video of a fatal monorail accident and people phoned 911 and just said there had been an accident at the 'Ticket Center' and the ambulances arrived within minutes and I was like what? They didn't even mention where they were eg Disney World. Thought it was a little strange.

 

[Gabe1]

I wonder if Disney using the term "911" might make people hesitate to accept that as an offer for help. It is not really the choice that comes to mind for most people with injuries that are not considered an emergency. How many people know that calling 911 at Walt Disney World is still essentially a call to Disney?

I guess all parents are different. Even though I had been going to DL and WDW for years I read Birnbaum and Unofficial before I brought my 14 month the first time and I was seasoned by then. I knew where first aid was, the children centers, how to get a doctor to a room. I was surprised when EMTs came for my kid but I wasn't unhappy about it and allowed them to exam him. If they indicated his reactions were not normal he would have had an ambulance ride. I guess if Disney can be second guessed in this case giving the parents the choice of EMTs being called for their own child. In my sons accident they made the call for me without advising or asking me. You could be right with your comment!

Maybe the parents would have been happier if Disney just surprised them and took the decision away from them.