We recently stayed for a 3-night trip and had reserved an ADA accessible room with a roll-in shower, as our mom uses a wheelchair full-time and has only one leg. Upon arrival, we were surprised to find the hotel had âupgradedâ usâwithout askingâto a non-accessible room and had given our reserved room to someone else. This caused a lot of initial frustration and concern, as accessible accommodations are not optional for us.
To the staffâs credit, once they realized the situation, they took full responsibility, sincerely apologized, and acknowledged their mistake. They initially offered a refund, but when we explained that no other accessible hotels were available, they went above and beyond to fix the issue. They were able to relocate other guests and provide us with an ADA room with one bed, as well as an adjoining room with a bed and couchâensuring our mom had what she needed and that our family was comfortable.
While the situation should not have happened in the first place, the staff handled it with professionalism and genuine care. Once settled, the accommodations worked well for us and the remainder of our stay went smoothly.
We appreciated the effort to make things right, and ultimately had a wonderful trip. Thank you to the staff who worked quickly and kindly to resolve the issue.
