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Elizabeth's complaint against THORPE PARK
Complaint against THORPE PARK
So I got to Thorpe park on the 20th of April 2019 to get a little break and enjoy time out from my busy schedule as I have a daughter with special needs. The lady at the reception was not very helpful , she declined my daughter' s disability letter, she said it doesn't state that my daughter has got something like autism and asperger. So she took the letter to the Manager James , the guest experience manager . Who said that the medical letter with her condition was not sufficient enough. While trying to resolve this issue my daughter had an accident in the office and her outfit was soiled. Such an embarrassing moment but despite all that I have been through the staff were unhelpful. They could not care less what just happened just because they could not recognise the medical condition on my daughter's letter they were unwilling to give us a pass. Even when I showed them the letter that outlined her medical condition. The lady said the letter was not in the the last two years. As I was not going to be able to go and que especially with what has just happened to her. So I requested for a refund and James declined . I really don't want any parent to go through this again . Your staff should be trained about treating members of the public . More importantly parents with a child with disabilily are already going through a tough time , ( especially when they saw that she just made a mess in their office , common sense and empathy is required when carrying out any customer service ) so taking out time to come and enjoy at a place like your resort should not leave any parent to tears with their manner of approach. I will await your response on this embarrassing tearful experience with your members of staff.
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