My family traveled from Washington state to attend my son's graduation. I booked two rooms for them - one for my elderly parents, who have difficultly with stairs, and one for my step brother, who is on crutches from a broken ankle. When they arrived, my parents were given a room on the 2nd floor of a building. There are no elevators. On top of that, their room had cockroaches crawling all over the place. When the requested a new room, they were told I had only booked one room.