Analysis - Plantation Bay

The document summarizes an incident at Plantation Bay resort in the Philippines where the shareholder, Manny Gonzalez, responded angrily to a negative review from a mother of a child with autism on TripAdvisor. Gonzalez claimed the mother was lying and suggested improper diagnoses. This prompted public backlash and criticism of the resort's handling of customer complaints. It is recommended that the business conduct a situation analysis, perform background checks on employees and stakeholders, and provide ethics training to promote more responsible customer service going forward.

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Kevin Pereña Guinsisana

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Analysis - Plantation Bay

Uploaded by

Kevin Pereña Guinsisana

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Kevin P.

Guinsisana Subject: Philippine Business Environment

MBA- 2nd Year Professor: Rowena Noceda

ANALYSIS ON THE ISSUE OF CEBU’S PLANTATION BAY

(Source: www.esquiremag.ph)

Based on the article, It just all happened that when a mother of a PWD (Person with
Disability) child posted a well-deserving negative review on the site of TripAdvisor of her
experience at the resort, which prompted an enraged reply from a shareholder of the company,
Manny Gonzalez. Not only does the shareholder attempt to “educate” the former guest about
autism, he also claimed the mother was lying about her experience or that her child was given an
“incorrect diagnosis of autism.”

Journalist Karen Davila called Plantation Bay a shame on the Filipino tourism industry,
and singer Lea Salonga described Gonzalez’ response as “ignorant mansplaining.” Also someone
is able to dig up an old angry statement written by Gonzalez in December 2019 in The Freeman
newspaper. It called out another former guest who complained of contracting food poisoning at
Plantation Bay. His tone was similar to that of his recent comments, even suggesting that “oral-
to-rear-orifice sex with a dirty partner” may be blamed for cases of food poisoning.

Gonzalez and Plantation Bay have since apologized via a non-apology statement, which
ended with: “A mother’s pride is important, but more important are the lives of the children who
come here. Regardless, I handled this case poorly, and apologize to all the parties who felt
offended by my reply.”
Here is my personal analysis with regards to the issue:

1. It is clear that Mr. Gonzales shows an unethical response to his customers, making it so
personal or even abusive in perspective of other individuals. As an owner of a business,
you must possess a ‘customer-oriented’ skill that understand the needs, wants and also
the feedback coming from the customers, for these are for the sake of improvement.

2. I am quite confused that in this issue, no one stood up to resolve the issue, particularly in
the side of maybe a more responsible employee or another stakeholder of the business.

3. The issue resulted to public humiliation for both the owners and the customers, no one
wins in this situation.

Recommendations:

1. SITUATION ANALYSIS OF THE BUSINESS ITSELF. For me, the scenario is just
happened and you cannot change what is just happened. As for the business, they might
conduct a board conference/meeting on how they can improve as a business for the next
days, months or years without experiencing these situation, or if it just experienced how
will they resolve it in terms of customer concerns which are the core of profitability of
the business.

2. BACKGROUND CHECK ON THE EMPLOYEES/STAKEHOLDERS. The

business can check the performance of its members, whether the employees or
shareholders, if they are contributing effectively and mostly ethically towards their
clients.

3. SEMINAR RELATED IN ETHICS. The said business can offer or can attend such
seminars and lectures that discusses and promotes ethical professionalism inside the
organization. This can be a great help in gaining knowledge and understanding in dealing
with the customers ethically and responsibly.