Confidential Incident Report - Seasonal Guest Experience

CONFIDENTIAL — INTERNAL USE ONLY
Location: Southern California Mall
Date: December 23
Prepared by: Seasonal Guest Experience Manager
Subject: Disruption of Winter Wonderland Experience

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At approximately 3:05 p.m., an adult guest arrived at the Winter Wonderland Santa Experience accompanied by a large security detail, a personal photographer, a makeup artist, and several individuals carrying equipment.

Upon arrival, the guest was announced aloud by a member of her party. The guest then walked directly through the waiting line, bypassing families who had been standing for up to forty minutes. The guest did not acknowledge those waiting, except to offer a brief wave, which appeared to be delivered under the assumption that the assembled families were present for her.

Line control staff were observed hesitating momentarily, unsure whether this behavior was intentional, sanctioned, or part of an event they had not been briefed on. No one invited the guest forward. She proceeded anyway.

Between 3:06 and 3:10 p.m., the guest began issuing instructions to on-site elves as though they were members of her personal staff. One elf was handed the guest’s coat and instructed to “just hold this for a moment.” A second elf was repositioned to hold a portable ring light, and a third elf was directed to stand behind Santa holding a fill light, with the guest stating that she did not like shadows. All elves complied.

At this point, our Winter Wonderland had been reconfigured into what appeared to be a private production, though no staff had been informed what was being filmed or why.

During this period, a male companion (believed to be the guest's husband) briefly informed line control staff that his wife “makes jam.”

At approximately 3:12 p.m., the guest’s makeup artist approached Santa to “even him out,” adjusting his beard and dabbing his face while commenting that the camera was “very honest.” Santa remained seated and cooperative. A random rack of beige clothing appeared.

At 3:14 p.m., the guest seated herself on Santa’s lap. Photography began. Elves continued holding equipment. Parents in the queue were observed growing visibly frustrated, while several children exhibited signs of boredom, restlessness, and early-stage tantrum behavior. One guest asked whether Santa “recognized titles,” to which another replied that he “mostly recognizes whether you’re naughty or nice.”

Between 3:17 and 3:28 p.m., the guest remained seated well beyond the customary photo window.  The guest verbally outlined a series of aspirations, frequently pausing to refine her phrasing. During this time, the Winter Wonderland manager personally overheard requests including, but not limited to:

• billionaire status but understated
• a globally scalable personal brand that felt organic
• at least one private jet described as tasteful
• worldwide influence with controlled exposure
• privacy, but in a way people notice

Santa acknowledged these statements without his customary sweet nods. 

At approximately 3:29 p.m., two elves gestured toward the clearly marked exit, indicating that the experience had concluded. The guest responded by raising one hand without looking at them and stating, “I’m not finished.” before turning back to Santa.

The elves paused and maintained position, having been trained to manage similar responses from overstimulated or disappointed children during peak hours.

Simultaneously, the male companion (believed to be the guest’s husband) was observed sitting beneath the display tree, repeatedly lifting and shaking decorative presents. A staff member approached and informed him that the boxes were decorative and contained no items. He continued to shake them.

By approximately 3:36 p.m., Santa exhibited visible signs of distress, including repeated beard adjustment, a prolonged sigh, and the statement, “I really need to see the kids now.” The guest did not respond.

At 3:41 p.m., mall management intervened directly and informed the guest that Santa was no longer available for adult interactions. The guest departed visibly displeased. Santa remained seated for several minutes following her departure and requested a break.

Following the incident, Santa formally requested the evening of December 23 off, citing emotional exhaustion. At the time of this report, Santa has also expressed uncertainty regarding his availability on Christmas Eve, raising concerns regarding the continuity of seasonal programming for the Southern California region. Milk and cookies were provided. Morale remains fragile. 

Upon subsequent inventory review, several decorative presents from the display tree were found to be missing. An investigation is ongoing.

Recommendations include reinforcing queue enforcement, clarifying staff roles to prevent absorption into private productions, discouraging personal photography teams, prohibiting prolonged adult lap-sitting, requiring written wish lists, securing decorative displays, and respectfully declining future visits from the involved guest.

END OF REPORT

 

Addendum: Santa was present and fulfilled scheduled duties on December 24. In recognition of circumstances arising from the above incident, an additional holiday bonus was authorized.