Hope you get the right outcome for your grandson @weller54. It really is disappointing that the club won't show some kind of willing to at least work with you in this scenario.
Seems like there's ever more hoops to jump through when in reality they could go the extra mile (I actually hate this phrase) and get some good PR out of it. It may even surprise them just how well word of mouth can travel. If you had a positive experience you can then lend that to the next person that wants and actually give some good feedback about the club. But no, they choose to make it difficult.
And I know it's not even about good PR, that should be secondary. What should come first is the fans/customers (!), but to them if they can get people spending more into the club they'll opt for that route as opposed to the empathetic, humane route...