 Brief Summary of the Case

A mother and child was reprimanded during an outing by the resort staff due to excessive
noise. The mother had explained to the staff that her son has special needs and that
whenever the child was happy or excited, the child would squeal. But even after the
explanation, the staff still treated the mother and child harshly.

 Identify the Problem/s of the Case

Ignorant actions of the owner and staffs about people with special needs

 Courses of Action

Upon giving the resort an online review about their visit, the mother shared her
experience. The resort owner replied with ignorance that caused uproar among societies.
Once the resort owner received backlash from different societies, he removed his initial
reply and submitted a public apology for his and his staff’s behavior towards the mother
and child as well as the other societies as well.

 Recommendation

Instead of harshly replying to the mother’s review and mocking it as well, the resort
owner should have apologized for the attitude and service. Better understanding about
what autism is should have been the better choice instead of mocking. Aside from this,
the resort owner should’ve oriented the staff and personnel that in their line of work,
there are customers and visitors that are like the mother and child with special needs and
that they should be more understanding rather than treating these people harshly.