Poor Response from Disney Hotel

[Gabe1]

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?

So now parents should be medically trained to have children over to your house? I'd pray you'd get the kids out of your house and call 911 verses playing with a fire extinguisher. Me, I'd prefer a Mom call the EMTs over a Mom self treating my burned child.

Dear Lord, can you imagine what Disney vacation prices would be if every CM had to medically certified for the "what if this happens." and what their pay scale would jump to? There are risks in every facet of a Disney Vacation. Burns, falls, insect stings, choking, slivers, the list is endless. My kids would never have been able to be in Scouts or a sports team if every adult that had custody of them had to medically certified. Heck they couldn't ride a bike without a back up plan? EMTs 3 minutes away dedicated to WDW and staffed well. So now Disney is expected to duplicate services provided through Reedy Creek? Expectations for Disney is over the top. The liability of Disney CMs dispensing meds. These are the same people that would likely sue Disney for improper treatment.

 

[WDW Monorail]

You are disappointed even though you refused exceptional service from RCFD EMTs??
Disney offered the best care and service. Once you refused, it's out of their hands.
It's not feasible nor understandable for a manager to visit every person with an ailment on property. What good would it have done? Or are you trying to come up with nonsense?

 

[Nikkila]

So now parents should be medically trained to have children over to your house? I'd pray you'd get the kids out of your house and call 911 verses playing with a fire extinguisher. Me, I'd prefer a Mom call the EMTs over a Mom self treating my burned child.

Dear Lord, can you imagine what Disney vacation prices would be if every CM had to medically certified for the "what if this happens." and what their pay scale would jump to? There are risks in every facet of a Disney Vacation. Burns, falls, insect stings, choking, slivers, the list is endless. My kids would never have been able to be in Scouts or a sports team if every adult that had custody of them had to medically certified. Heck they couldn't ride a bike without a back up plan? EMTs 3 minutes away dedicated to WDW and staffed well. So now Disney is expected to duplicate services provided through Reedy Creek? Expectations for Disney is over the top. The liability of Disney CMs dispensing meds. These are the same people that would likely sue Disney for improper treatment.

You misunderstand. I have had basic first aid training, as well as CPR, because kids are kids. Yes, if there was a fire and we were roasting marshmallows, I am trained on how to treat a burn and when emergency personnel is needed. The point I was making is that a First Aid Kit should be available, as well as, the offer of an EMT. In Ohio at least, a First Aid kit is necessary in all professional buildings and restaurants. And frankly First Aid should be a must for most people. Not most CMs, Most People. I have had to use the basics of what I had learned on two separate occasions. Also most Scout Leaders and Sports Coaches are required to have First Aid training. I think I covered everything.

 

[asianway]

Surprised they havent shut down these hazardous marshmallow roasts yet. Posts like this are why we cant have nice things.

 

[donsullivan]

Surprised they havent shut down these hazardous marshmallow roasts yet. Posts like this are why we cant have nice things.

Whether you intended this tongue-in-cheek or not I'm not sure but it is sadly what happens to too many experience throughout WDW all the time.

Too many guests have an unbalanced expectation that Disney is responsible for everything that happens no matter the scale within the boundaries of WDW and are unwilling to take personal responsibility for themselves (or their children). I see and hear countless reports of guests stating that "Disney should have done something" or "Disney should have given us something" to such an incredible range of things it blows my mind.

Not everything is Disney's fault and they should not be expected to provide something for every individual thing that happens on the property. Every guest who takes the approach that it happened at Disney so they should do something, is just increasing the cost of every vacation that anyone spends at Disney. These 'things they should do' all cost money and add to the cost of operating the property.

There are certainly incidents that occur where they should and do respond in a very active way but I'm sorry this is just not one of them. This incident is not Disney's fault despite the fact that it happened on Disney property and they should not be expected to act in any way beyond assisting with contacting emergency services (EMT's) to assist, that is it.

 

[Gabe1]

You misunderstand. I have had basic first aid training, as well as CPR, because kids are kids. Yes, if there was a fire and we were roasting marshmallows, I am trained on how to treat a burn and when emergency personnel is needed. The point I was making is that a First Aid Kit should be available, as well as, the offer of an EMT. In Ohio at least, a First Aid kit is necessary in all professional buildings and restaurants. And frankly First Aid should be a must for most people. Not most CMs, Most People. I have had to use the basics of what I had learned on two separate occasions. Also most Scout Leaders and Sports Coaches are required to have First Aid training. I think I covered everything.

What is first aid training for Scout Leaders and Sport Coaches? A quicky course? Does that qualify them to do assessments on degree of burns? The degree of burn decides the course of treatment. As I said prior my adult kids originally went through 40 hours of training, got 4 hours of back up refresher training per month. Now they are both instructor trainers themselves. I asked the protocol for a burn and DD said EMT, they don't mess around even with their higher level of training. Obviously some here would prefer CMs over professionals. My kids do what they are trained to do until the professionals arrive then yeild. They refresh 4 hours a month on AEDs, head trauma, choking, drowning, neck and back trauma and more. Doubt parents and coaches and scout leaders have this type of training for their volunteer activities. And when my adult kids encounter situations where they need to deal with a patron in distress the first thing on list is to call 911 and request EMTs. Shy of a coach, scout leader or a parent being a professional medical person themselves I don't want them playing medic on my kid. But we each have our own values for our families, I'd choose a professional over an Activities CM any day for my family.

 

[wdisney9000]

For future reference, put MUSTARD on any burn. Sounds crazy but it works to cool it off and numb the pain till you get some medical assistance. I dont know how it works, but it does.

 

[asianway]

Whether you intended this tongue-in-cheek or not I'm not sure but it is sadly what happens to too many experience throughout WDW all the time.

Too many guests have an unbalanced expectation that Disney is responsible for everything that happens no matter the scale within the boundaries of WDW and are unwilling to take personal responsibility for themselves (or their children). I see and hear countless reports of guests stating that "Disney should have done something" or "Disney should have given us something" to such an incredible range of things it blows my mind.

Not everything is Disney's fault and they should not be expected to provide something for every individual thing that happens on the property. Every guest who takes the approach that it happened at Disney so they should do something, is just increasing the cost of every vacation that anyone spends at Disney. These 'things they should do' all cost money and add to the cost of operating the property.

There are certainly incidents that occur where they should and do respond in a very active way but I'm sorry this is just not one of them. This incident is not Disney's fault despite the fact that it happened on Disney property and they should not be expected to act in any way beyond assisting with contacting emergency services (EMT's) to assist, that is it.

Fire has a tendency to melt snowflakes, so it definitely has no place in WDW ca 2014

 

[Nikkila]

What is first aid training for Scout Leaders and Sport Coaches? A quicky course? Does that qualify them to do assessments on degree of burns? The degree of burn decides the course of treatment. As I said prior my adult kids originally went through 40 hours of training, got 4 hours of back up refresher training per month. Now they are both instructor trainers themselves. I asked the protocol for a burn and DD said EMT, they don't mess around even with their higher level of training. Obviously some here would prefer CMs over professionals. My kids do what they are trained to do until the professionals arrive then yeild. They refresh 4 hours a month on AEDs, head trauma, choking, drowning, neck and back trauma and more. Doubt parents and coaches and scout leaders have this type of training for their volunteer activities. And when my adult kids encounter situations where they need to deal with a patron in distress the first thing on list is to call 911 and request EMTs. Shy of a coach, scout leader or a parent being a professional medical person themselves I don't want them playing medic on my kid. But we each have our own values for our families, I'd choose a professional over an Activities CM any day for my family.

I believe we are arguing two different topics. I think a first aid kit should have at least been available. I am definitely NOT arguing over "Family Values". Please cool your jets a little.

 

[DManRightHere]

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 ?

You need to bring your own First Aid Kit (This is what I do). When you have fire, pointy sticks, and flaming marshmallows someone is going to get hurt. I guess Disney needs to switch to fake fires and hand out microwaved marshmallows.

I know my response is negative, but I don't see the need to blame the hotel.

Good Luck to you.

 

[CaptainessKylie]

You need to bring your own First Aid Kit (This is what I do). When you have fire, pointy sticks, and flaming marshmallows someone is going to get hurt. I guess Disney needs to switch to fake fires and hand out microwaved marshmallows.

I know my response is negative, but I don't see the need to blame the hotel.

Good Luck to you.

It really irks me when people play a game of whispers on these forums and then make up some random conclusion, it would serve you and others well to reread first posts before replying. THE OP DID NOT BLAME THE HOTEL FOR THE BURNING ONCE!!!!!

the whole discussion is about the BAD RESPONSE from the hotel, it wasn't stated that a cm caused an injury to the child and blame was being thrown. there was no blame anywhere! It is a discussion about poor handling of a situation. When the OP asked for a manager the next day one should have been made available but that didn't happen. The reaction to the burn was the issue, and if Disney were so worried about the liability they shouldn't have offered the ice packs which had the the potential to make the burn worse. A courtesy phone call to the room would have sufficed and I'm sure the OP wouldn't have even posted because the response would have been a good one (minus the ice packs).

Whether you are at Disney, at a bank, at the mall, at a hospital, anywhere that is a service environment a guest service/customer service/patient service Manager what ever you want to call it, should be available. At the end of the day this had a negative impact on a vacation that probably cost thousands of dollars it would not have caused disney any issue to repond better, give the kid some stickers, add an extra towel animal on the bed, give him a card from mickey, organize a special seating for fireworks or parade, all of these cost nothing but would have taken away the whole negative in this situation and that is the poor response, not why the injury happened.

EDIT: I don't think all of these things should have been done but just an example that one of these things could have been done.

 

[Nikkila]

It really irks me when people play a game of whispers on these forums and then make up some random conclusion, it would serve you and others well to reread first posts before replying. THE OP DID NOT BLAME THE HOTEL FOR THE BURNING ONCE!!!!!

the whole discussion is about the BAD RESPONSE from the hotel, it wasn't stated that a cm caused an injury to the child and blame was being thrown. there was no blame anywhere! It is a discussion about poor handling of a situation. When the OP asked for a manager the next day one should have been made available but that didn't happen. The reaction to the burn was the issue, and if Disney were so worried about the liability they shouldn't have offered the ice packs which had the the potential to make the burn worse. A courtesy phone call to the room would have sufficed and I'm sure the OP wouldn't have even posted because the response would have been a good one (minus the ice packs).

Whether you are at Disney, at a bank, at the mall, at a hospital, anywhere that is a service environment a guest service/customer service/patient service Manager what ever you want to call it, should be available. At the end of the day this had a negative impact on a vacation that probably cost thousands of dollars it would not have caused disney any issue to repond better, give the kid some stickers, add an extra towel animal on the bed, give him a card from mickey, organize a special seating for fireworks or parade, all of these cost nothing but would have taken away the whole negative in this situation and that is the poor response, not why the injury happened.

EDIT: I don't think all of these things should have been done but just an example that one of these things could have been done.

Good points!

 

[Gabe1]

I believe we are arguing two different topics. I think a first aid kit should have at least been available. I am definitely NOT arguing over "Family Values". Please cool your jets a little.

Whoa. I responded to your post of what you do and would do in your home. If you don't want to discuss what each of us value differently in our homes, then don't post about your home procedures. Simple.

 

[WWWD]

Ok I can see the need for a basic first aid kit and allow guest to treat themselves - people get hurt. There is not a need to call 911 for every situation - very over taxing for the system. Now if the kid had obvious charred skin and in horrible pain, call 911. However, if it's just a little red and some swelling, then self treat with a first aid kit. It's easy for staff to just say call 911 for every situation, but they're not on the hook for an out of network hospital visit costing several hundreds to thousands of dollars for maybe an ice pack and cream. Give the parents the option, self treat with this basic first aid kit or staff can call 911. It's a judgment call for the parents - they do it at home and they can do it at Disney.

Kids and fire will result in accidents, no way to prevent it. A parent could be watching their child like a hawk, and another kid could fling a burning marshmallow through the air and hit them (it happens). Nothing you can do will prevent all accidents.

 

[Gabe1]

Ok I can see the need for a basic first aid kit and allow guest to treat themselves - people get hurt. There is not a need to call 911 for every situation - very over taxing for the system. Now if the kid had obvious charred skin and in horrible pain, call 911. However, if it's just a little red and some swelling, then self treat with a first aid kit. It's easy for staff to just say call 911 for every situation, but they're not on the hook for an out of network hospital visit costing several hundreds to thousands of dollars for maybe an ice pack and cream. Give the parents the option, self treat with this basic first aid kit or staff can call 911. It's a judgment call for the parents - they do it at home and they can do it at Disney.

Kids and fire will result in accidents, no way to prevent it. A parent could be watching their child like a hawk, and another kid could fling a burning marshmallow through the air and hit them (it happens). Nothing you can do will prevent all accidents.

We have what the OP stated "my son got burned pretty bad." Me, EMT from that statement, I agree with Disney's suggestion.

 

[lazyboy97o]

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!

Ok I can see the need for a basic first aid kit and allow guest to treat themselves - people get hurt. There is not a need to call 911 for every situation - very over taxing for the system. Now if the kid had obvious charred skin and in horrible pain, call 911. However, if it's just a little red and some swelling, then self treat with a first aid kit. It's easy for staff to just say call 911 for every situation, but they're not on the hook for an out of network hospital visit costing several hundreds to thousands of dollars for maybe an ice pack and cream. Give the parents the option, self treat with this basic first aid kit or staff can call 911. It's a judgment call for the parents - they do it at home and they can do it at Disney.

Kids and fire will result in accidents, no way to prevent it. A parent could be watching their child like a hawk, and another kid could fling a burning marshmallow through the air and hit them (it happens). Nothing you can do will prevent all accidents.

This is what I was talking about earlier. Calling 911 at Walt Disney World is not exactly the same as calling 911 at home. Reedy Creek Emergency Services is there to specifically serve Walt Disney World.

 

[CaptainessKylie]

This is what I was talking about earlier. Calling 911 at Walt Disney World is not exactly the same as calling 911 at home. Reedy Creek Emergency Services is there to specifically serve Walt Disney World.

Which is great that you know that by many people dont! And they shouldn't be referring to it as 911 because how will a guest know the difference. Even with my experience working there, if something happened now and they said I'mm calling 911 or an alpha, my immediate thoughts will be emergency vehicle. So you can see why that makes people go no I don't need niagra I just need a tap.

 

[bethymouse]

My son cut his foot pretty badly at a quiet pool in PORS. I let a CM know because there was blood everywhere on the pool deck. He cleaned it up, and asked if we needed any help. I didn't think it was necessary since I just got a band aid and went on to enjoy WDW. Accidents happen.

 

[WWWD]

We have what the OP stated "my son got burned pretty bad." Me, EMT from that statement, I agree with Disney's suggestion.

We also have the OP stating that they had the burn looked at when they went to Animal Kingdom the next day. A bad burn and theme park the next day? If the OP thought it was a really bad burn then he should have accepted Disney's suggestion. I'm guessing it was the run of the mill camp fire burn that hurts for awhile and then will heal up just fine - probably why OP only wanted a first aid kit. The thought of his son's Disney vacation being ruined was probably as bad as the burn. Accidents suck, but they really suck on vacation.

 

[mickeysbrother]

Just a quick question.... Where were the mother and father during this whole marshmallow incident???