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| - PART 1: I am writing to let you know about our experience last night at The Hole in the Wall restaurant on your property. (5/12-5/14)
Our friends, the Schertz family, invited us to join them for dinner last night. They are currently guests in room #2147. We were excited to go to dinner and decided to walk to The Hole In the Wall. When we arrived around 8pm and walked in there were 3 employees chatting, one was behind the bar and two others were near the entrance table. We were not greeted until our party spoke to them, which was probably about 60 seconds or so. I wasn't even sure the restaurant was open but then noticed that all the guests were dining outside. We requested a table for 8 outside. The shorter gal with dark hair said it would be 20-30 if we wanted to sit outside. She seemed annoyed, but we proceeded to wait and went outside to view the pool. Our husband's went to the bar to order a drink and noticed a woman in a red shirt who seemed angry and kicked the door that leads to the outside area. We later learned the woman in the red shirt was Sherry, the manager. Note: the shorter gal with the dark hair and plaid shirt was telling another employee when we walked in to "be careful to not give the fruit soaked in alcohol to kids because they were getting drunk".
As we were waiting we noticed the shorter gal in the plaid shirt and Sherry appeared to be setting up our table. Sherry came over and said our tables would be ready soon but we would have to sit at 2 separate tables. At that point we asked if we could sit together, after all we were there to dine together with our friends. Sherry pushed back and said they "really couldn't do that" and seemed to enjoy confrontation. This is where we started to observe odd behavior by Sherry and the short gal with the dark hair in the plaid shirt. It seemed like they were having a difficult time figuring out how to arrange two square tables for 8 people to fit around them. It was like it was a perplexing puzzle for them.
Finally, the table was set and we were seated. Antonio was our server and both he and our food were great. Fast forward to the end of our dinner. We were chatting with Antonio and he abruptly said he had to go "check on his manager". We all turned to see where he was going and noticed a man hovering over a woman who appeared to have fallen and was on the floor. My husband, Brian Winchester, firefighter/paramedic with City Of Phoenix Fire, immediately went over to check on the situation and we followed. A woman was seizing. Our entire party went into action and started moving chairs so she wouldn't hurt herself. At this point it was like entering the twilight zone. It was like our party, the woman seizing and her husband/boyfriend were the only ones acting. The staff was nowhere to be found. When a security guard did show up somebody asked if 911 had been called and his response to a young lady in our party was "you call 911". So, Courtney, from our party, dialed 911 and began to explain the situation to 911. Sherry then comes on the scene and was telling Courtney that she should not be calling 911. She said it was procedure to call the front desk so the Fire Department would know specifically where to come to on the property. Again, Sherry was confrontational. Meanwhile Courtney was still on trying to explain to 911 what's happening while Sherry was getting upset AT COURTNEY who is still on the phone, guest of the Point, Hilton. Kim, Courtney's dad and Sherry started exchanging words as Kim was upset that there was no action on the part of the staff to handle the situation, including calling 911 in this emergency situation.
It seemed like a long period of time passed before the FD arrived. During this time my husband was treating the patient, Trudy. Our party was doing all we could to assist. I requested to a staff member that they please box their food, since they probably would be going to the hospital. I also requested a glass of water for the patient and her husband. Karen, the employee behind the bar provided me with one glass of water, but that was it - no concern for what was happening just outside or if any of us needed anything. The staff was just busy about their duties trying to close the restaurant down. There was ZERO concern for the patient or any effort to assist us in assisting the patient. Eventually there were 3 security guards on scene but they were just standing around watching. They did nothing to help or offer any assistance.
Meanwhile the staff hangs up these ridiculous "We're Closed" signs in the doorways. These signs are hung from chains from the ceiling and hit at about eye level. The signs are a hazard and impede access into or out of the restaurant. Mind you, the fire department had not yet arrived, but the staff thought it would be a good idea to put these signs up - which would not allow easy access to the patient.
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