I booked and prepaid more than three months in advance for an accessible deluxe room with two queen beds and a roll-in shower. I arrived around 11 p.m. only to be told that no such room was available. Instead, I was offered a room upstairs in a building without an elevator — completely inaccessible — and when I asked for alternatives, the manager refused both a refund and a walk to another hotel with an accessible room.
As a reasonable guest, I expected to receive the room I paid for, especially one with accessibility features. Instead, the hotel had clearly given it away and then left me without proper accommodation. Even after explaining my situation, they refused to provide the accessible room I reserved, refused to arrange one elsewhere, and refused to refund me for a service I never received.
This is not just poor customer service, it’s also a violation of consumer rights and accessibility requirements. Guests should be aware that this hotel may overbook and mishandle reservations, even when accessibility is essential. Very disappointing experience.