The carelessness and entitlement is endemic, I guarantee that many criticizing her would make the exact same decision in her shoes.

Empathy is not giving a family of entitled brats what they want to avoid friction, it's putting yourself in others shoes and trying to relate honestly. If I'm her, I tell them no politely. If I'm them, I explain to my child the reality of the situation and accept the answer.

It's easy to see who's in the wrong here, shockingly it's the one who would film someone and put them on blast for a reasonable, if disappointing answer.