A SCOTS hotel has been forced to apologise after a staff member refused to help a terminally ill tot.
Three-month-old Charlie, who lives with a tracheostomy, was taken to Duck Bay Hotel and Restaurant in Loch Lomond while receiving end-of-life care at Robin House Children’s Hospice.
The incident took place at Duck Bay Hotel and Restaurant[/caption]
But his family were left shocked after an employee refused to let them plug in the baby’s nebuliser – a device that turns a liquid containing medication into a fine mist that is breathed in.
Charlie’s uncle, Bradley Raynham, blasted the hotel as an “absolute embarrassment” after his sister and her fiancé spent £40 on coffee and cake.
He wrote on social media: “Every minute of every day is a blessing with him just now. They’re trying to do nice things and make every day Charlie has left special.
“It got to the time Charlie needed his nebuliser so, as the restaurant was so busy, they asked at the reception of the hotel if they could use one of the plug sockets so he could get this.
“While they’re holding him in their arms they were told ‘no we don’t do this here’. Even after explaining the situation they weren’t interested one bit.
“They had to leave and get back to the hospice immediately so they could give him this, when going back they’ve spoken to the nurse there as were obviously upset.
“The nurse has called them and they’ve told them they’re not speaking to a manager and they’re not interested, essentially. The charge nurse has then phoned them and said they’d hold to speak to a manager to then be told ‘other people will be waiting to call us and we can’t help’.
“How in this day and age can ANY place turn someone away for something like this. Especially after being there and spending money. Literally holding a baby in their arms who needs this.”
Duck Bay hotel has been forced to apologise following the incident, with the employee in question said to be “absolutely devastated” by what has happened.
A statement from the hotel directors and management reads: “Duck Bay Marina have recently been made aware of an incident which occurred earlier today and would like to profusely apologise for what happened.
“The incident involved a junior member of staff who has recently joined the company, acting without guidance, who entirely misunderstood and misjudged a situation. We are deeply upset at how this incident was handled and we are truly sorry for the upset it has caused.
“It is in absolutely no way a reflection of the values of Duck Bay Marina or our hard working staff, many of whom are devastated by the incident. A full investigation will follow and the necessary remedial action will be taken.
“We have made contact with both Robin House and Charlie’s parents to offer a personal apology and to reassure them that the incident is completely unacceptable and will be dealt with as a matter of urgency.
“As long time supporters of local charities we will certainly make amends for the incident and will take the opportunity to review our training and procedures to ensure such an incident is never repeated.
“We are also aware of social media posts and comments regarding the incident. Whilst we completely understand peoples reaction to what happened, we would like to remind you that this is an incident involving a very inexperienced young person who has made a mistake, they are absolutely devastated by what has happened and how they have handled things.”
