Avoid avoid

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Gullivers Land, Milton Keynes
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BarbsCampbell's review of Gullivers Land, Milton Keynes

“Avoid avoid ”


written by BarbsCampbell on 07/03/2023

I attended Gulliver's Land Milton Keynes with my friends and family on Saturday, 4th March - 5th March (stay and play) for my autistic daughters birthday. I initially booked three Safari lodges on 25th January. After making my booking, I realised that not all lodges came with a cooking facility. I called up to confirm if there was a cooking facility in the Safari lodge and was told there isn't. I proceeded to request an upgrade for 1 of the lodges to the Lost World Cabin as I was told it has a cooking facility to accommodate my autistic daughter. This was requested via email after I came off the phone, inorder to have an audit trail and to avoid any miscommunication and misunderstanding.

Upon arriving at check-in, I was told that the Cabin had not been upgraded. The manager was called as I was unhappy and needed some resolution. However he made things worse instead of being helpful. He informed myself and my guests that there was no other cabins available with cooking facilities and told us we can come back tomorrow instead! What sort of suggestion is that! How is it OK to inconvenience people in such manner! With No apology whatsoever! No compassion whatsoever! At this point I started to get angry as the suggestion made no sense, we was spoken to in a condensing manner with zero empathy.

I did my part as a Customer. I also made sure I had proof of the upgrade. Someone had messed up and not upgraded the Cabin as requested but yet we was made to feel as though no such thing was requested and we was at fault.

I became extremely emotional and was in tears. I informed him that my child had not eaten. I specifically requested an upgrade, an early check-in and a late check-out to accommodate my autistic child to ensure I stick to her routine and she's looked after accordingly. He then proceeded to say he will cancel the booking as there is nothing else he can do and I was being emotional. Which obviously made things worse! The manager stood there and smirked at me being distressed. I asked him why he was smirking, and he replied, It is part of customer service, it is part of customer service that you smile at peoples distress instead of apologising? Never heard or seen such in my life.

Seeing I was distressed and emotional, my sisters took me outside to get some air and breath. I had so many mixed emotions as I tried my best and did my part to ensure the accommodation was suitable for my little one.

I have never been treated in such a manner in my life and was shocked to experience such. I believe discriminated against us, was unfair and unwilling to help due to our race. He found it funny.

The least the manager could have done was empathise, apologise for the mess made by his team and find a reasonable suggestion and some form of compensation as the error was no fault of mine but that of a staff, instead he showed zero care, zero compassion & zero empathy.

We came to a resolution after 30 minutes. My sister suggested using the oven in the restaurant kitchen to make my daughters lunch as she needed to eat, which the manager agreed to for just her lunch. We then had to look for an argos to purchase an air fryer and a food steamer, which i am against but was left with no choice.

I 100% will not be returning to Gulliver's Land and will ensure all my family, friends and people on social media platforms are aware of the unfair treatment, which I partly have a recording of as 1 of my sisters took a recording of the incident. I will not be letting this go easily as it concerns my non-verbal autistic child. I am her voice and a voice of so many others who could potentially encounter someone like him and feel helpless.

  • March 2023

    Date of visit (month/year)

  • All ages

    Ages suited for

  • Value For Money

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