What you describe has always been closer to our experience than what Mr. Woods posted. I have seen the staff have to deal with some extremely rude people before and they did it much better than I could I assure you.
On the positive side we met a lovely young Jamaican girl on a trip in May. Carolyn and she talked several times during our stay there. We returned in November of the same year and the girl remembered Carolyn, but had forgotten her name. She waited till I was away from Carolyn and shyly told me she had forgotten my wifes name. It was important to her to be able to speak to Carolyn using her name and let her know she remembered us. I cannot tell you how bad I felt that I had no clue what the girls' name was.
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