Blocked by a Tourist Attraction

[MrsMomoa2]

This is a relatively small attraction in part of the UK but popular in the Summer months and been there for years. I visited as a child and for past 10 years we have stayed locally and visited every year with my children and more recently my nephew.
They used to offer return visit as many times as you wanted within 7 days but this was stopped a couple of years ago due to abuse.
As we stayed opposite it was a great place to pop in for 1/2 hour at end of the day so in conversation that first year they kindly agreed to give us the 7 day free return. Last year we spoke to one of the owners who again was lovely and agreed again
(just to confirm max of 1 child and 2 adults at a time and would not have impacted on anyone else going in)
This year I asked again and after disappearing was quite rudely told no. I have no issue with the refusal but it was the way I was made to feel and my son (SEN) was upset. We still went round the attraction that day as it is a passage of rights to us now!
My sister did ask the following morning and did not realise was the same person who was just as rude!
On return I sent a private message saying how much we loved the attraction but was disappointed by the staff member’s attitude. Although we were disappointed by not being able to pop in we did understand but we still had visited and was lovely.

I was shocked to get a very curt reply a few days later. Telling me how cheeky we had been and trying to take advantage eyc etc. It had been their Deputy Manager and we had put her in a really awkward position and we could have accepted the offer a season ticket. (Not offered!!)
It was a really rude reply and left me a bit taken a back. I tried to reply politely and say this was not offered to find I had been blocked from all their social media (I was pretty active in a positive way!This has been a place that I grew up visiting and was weirdly special, I have many photos of my kids at various stages but to behave like this. I was truly never rude! Just surprised and now feel upset over this.

I did email but never received a reply. I know third world problems but just feel upset about it all really.
AIBU (or are they!)

She effectively asked 3 times. The complaint ii suspect was to guilt them into a free pass and then got the SIL to do ask again.

Blimey people do make things up.

Op doesn’t say in the post she used her sons SEN to the attraction! She just said that he was upset, putting SEN in brackets to explain the over reaction.

The last couple of times the person the Op dealt with was the actual owner ( who was happy to let them in all week) as opposed to the staff so the she reasonably thought it was ok to ask.

Neither the Op or the sister made a fuss about entry. They asked, here told no and paid to get in. They were upset by the deputy manager being rude about it. Part of being management is to know how to manage your guests expectations. Notice how the reply to the Op mentioned a season pass - clearly having thought about it they knew that should have the correct response.

I know third world problems third and first world are outdated terms no longer in use. Some would find them offensive.

You are the reason they've stopped the offer

Op didnt want to spend money on a season pass, she wanted a freebie

Was it the owner who messaged you stating you were cheeky?

It was ok to ask, they’ve offered it to you before so why not, but the fact your sister asked the same question the following day was extremely cheeky.

However there was no need for the Deputy Manager to be rude to you, perhaps she offered your sister a season pass?

Because it’s highly unlikely that a member of the public asked once about a free pass and the member of staff immediately went into the back to ask.
It’s much more likely she was told no and she replied that they always make exceptions for her etc.

The fact that this interaction didn’t deter them and they tried to slyly ask again the next day via a different member of the family.

The fact that she’s under the impression that even after all this, her best course of action was to complain, AGAIN. Which still didn’t go her way.

This poor venue has given her a freebie out of good will for the last few years. Each time making it clear that this was no longer available. Yet every year, she seems to think she is above everyone else and more deserving of this freebie.

Their good will and patience has run out and I can honestly see why.

They didn't need to offer a season ticket for you to be aware of its existence. If you go every year, wanted to go a week straight and knew they had withdrawn the offer as it wasn't viable for them then you have the capacity and ability to look for and purchase an annual pass / season ticket. Your child's SEN has absolutely no impact on this situation that you created. How awkward for the deputy that she said no then you tried a bate and switch to ask again. Embarassing and honestly rude, I hope you've reflected and sent them a heart felt apology including an apology to the deputy for putting her in that situation then criticising her in that way. I'm glad it was an understanding business and chose to respect its hardworking staff team.

She was told no
We don't know it was rude. OP hadn't said how it was rude.

They also didn't ask ONCE because her sister tried it again, clearly hoping to get a different member of staff and a different answer as OP mentioned "she didn't realise it was the same"

You know how shops used to have signs that said 'Please do not ask for credit, as a refusal often offends'?

Those signs were for people like you.

You asked for something you weren't prepared to pay for, and were told no, and now you're pissed off because you didn't get something for free.

The fact that you've been going to this place for years is neither here nor there. I've been going to the same restaurant for years but I don't expect to get free food.

They used to offer return visit as many times as you wanted within 7 days but this was stopped a couple of years ago due to abuse.

Yes, abuse by people like you.

@bruffin but the Op wasn't offered a season pass to buy.. That's half the issue

If i was the management and some woman said the owners always let her in on the old scheme I'd have said that the attraction was hard hit by the recession and that we needed all he revenue we could to survive. I totally understand why she's asking but I could her offer her a season pass with a discount because she posts lots of great things on our Facebook page everybody happy,

And then she'll expect a discount next year and get huffy when the answer is no...

Lots of people post good things on FB about companies, it doesn't entitle them to freebies and discounts unless the company either promotes that's the case or chooses to approach them and offer something.

@Awittyfool
It doesnt matter if she was offered,Season passes are usually promoted quite heavily by companies that offer them, it is unlikely OP wasnt aware of them. Op just wanted a freebie

They specifically said she was offered one though which they didn’t.

Good communication skills are an essential part of customer service especially if you are giving people disappointing news.

Yes the Op wanted a “freebie’. It’s a pretty industry standard one, that the venue used to offer before some people mis used it. She had been given the freebie twice before by the actual owner. So it’s doable. It’s not weird or cheeky to ask in these circumstances.

I've had a slightly similar situation on holiday where I always used to hire a bike - the rental was for the day but I usually only wanted half a day. The owners always used to let me have a reduced rate for the half day.

One year I went and they said no you have to pay the full rate. So I said I'd been going for years and always had a half day's rent. So they said ok we'll do it this time but not next year.

So the following year I paid for the full day because I'd been told before that I wouldn't be given special treatment again. I wouldn't keep at them when they've made their position clear and that is cheeky.

We only have OPs side of this story - I would suspect the employee initially said no (politely) and the OP tried to "negotiate" it with an air of entitlement as they go every year, post positively on social media and it was only us and it "would not have impacted on anyone else going in".

When OP wouldn't accept no from the employee and the implied threat of no good reviews anymore (or even bad) they went in the back to double check - probably got an earful from their manager to tell her no again and were either just being firm with the OP as she wasn't letting it go (however politely she thought she was being, she was rude to not accept no) and a bit pissed OP put them in that position.

Going by the OPs "keenness" to email to complain and still not let it go I would assume that is much more likely that an employee being rude for no reason.

Exactly so
That was despicable

This

It's very telling that some people instantly interpret the word 'no' as rudeness.

This is exactly how I interpreted it too.

@Awittyfool
"but the Op wasn't offered a season pass to buy.. That's half the issue"

But again we only have OPs word/interpretation - I'm wondering the e-mail meant "there is a clearly advertised offer of an annual pass" rather than " the person you spoke to offered you and annual pass"

It’s a moot point anyway.
Do you really think OP is going to pay for an annual pass? They didn’t want to pay for a second visit.