I stayed at Ronald McDonald House while my baby was in the NICU. When I first arrived, I was…read moregenuinely grateful to have somewhere to stay close to my baby, and I respected what the house was there to provide for families going through an extremely difficult time. Unfortunately, my experience eventually became very disappointing, and I want to share what happened from my perspective. There were several situations where I felt the rules were not communicated clearly or consistently. I was told that meals were not allowed in the rooms, but that certain snacks and water were okay. Based on what I was told, I understood that some food was permitted. Later, I was told, last minute, that food was not allowed at all, including snacks. I also had food and sauces that were clearly labeled and stored in the refrigerator thrown away while I wasn't even at the house. I was extremely upset about this because I had made sure my food was labeled and stored properly. I also had concerns about the animal policy. I did not realize that cats were not permitted, and at the time, I did not understand the difference between a certified emotional support animal from my licensed therapist for my mental illness and a service animal. I thought mental health would be appreciated and treated the same way as a service animal there. I didn't know they could be treated differently under the rules. I personally saw multiple dogs throughout the shared/public areas, including dogs on couches and floors. Seeing this gave me the impression that the house was generally welcoming to families with animals that are certified for disabilities and mental health. My cat was a certified emotional support animal. She was clean, well behaved, gentle, and not aggressive or destructive. I genuinely believed she would be a safe and respectful companion. I understand now that emotional support animals and service animals are not necessarily treated the same way, but I wish that distinction and the house's animal policy had been clearly explained to me beforehand. If allergies, cleanliness, or safety are concerns behind restrictions on pets, I can understand that, but my cat was an emotional support animal. Since she wasn't a service animal specifically for a disability, she was treated differently. I was also confused by seeing dogs regularly on shared furniture and floors, since people can have dog allergies as well. I am simply explaining why the policy was confusing to me as a guest. I also had concerns about my room and privacy. I was asleep when staff entered my room. There was one knock, but the door was opened almost immediately, giving me very little opportunity to wake up, respond, or make sure I was appropriately dressed. I found this extremely uncomfortable and felt that my privacy was not respected. The same staff member who entered my room was also the person who discarded my labeled food. After entering while I was sleeping, she questioned why my room was so messy. I found that comment judgmental and inappropriate. Families staying at Ronald McDonald House are there because their children are receiving medical care, and many are already under enormous emotional and mental stress. I believe it could have been addressed respectfully and professionally.I also noticed that my room did not have some of the basic furniture I saw other families having, such as a chair and end table. I would have appreciated having the same basic accommodations available to other guests.Eventually, I was told that I had two hours to leave. I immediately began cleaning and packing because I was ready to leave and had no intention of staying. However, within approximately 30 minutes, police were called and I was told to hurry up and leave. Police were brought into my room while I was still packing my belongings.I found this extremely disrespectful and upsetting because I was already complying with the request to leave. I do not understand why I was told I had two hours if I was not going to be given that amount of time. The situation was especially upsetting because I was already dealing with the stress of having my baby in the NICU. I want to be fair and acknowledge that I made mistakes during my stay. I take responsibility for my part in that. I am not claiming that I handled every situation perfectly. However, taking responsibility for my mistakes does not change how I experienced the way I was treated. I believe families staying at Ronald McDonald House deserve compassion, patience, privacy, clear communication, and respect, especially parents who are staying there because their children are receiving medical care. I will not be staying at Ronald McDonald House ever again. She was very rude and also needs proper training on customer service including the communication of the food and animal policies, the disposal of my labeled food, the way my room entry was handled.
