Complaints

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made a reservation in June 2021 for a May 2022 stay. At that time, I requested a handicap accessible room for which I received an email from the hotel confirming that request. When I checked in on 5/21/22 I was told that there were no accessible rooms available. I asked to speak to a manager and was told that one was not available, call on Monday. I made it clear that this was not acceptable as my mother was in a wheelchair. I was told there was nothing that they could do and was given a room on the 4th floor for my mother. If there was a fire, she could not have done the stairs. In the morning, she was unable to take a shower. On Sunday morning, I again asked to speak with a manager and again was told to call on Monday.The desk clerk wrote down my name and number. Later that evening, my mother was moved to an accessible room on the first floor. I had rented a king suite. This was a much smaller room, but at least it was accessible for her. I asked if there would be an adjustment to the rate for the smaller room and a manager somehow was able to be contacted immediately on the phone. Since she was on the phone, I asked to speak to her. She refused to talk to me and again told me to call on Monday. I then called on Monday and got no response. I left another written message prior to checking out with the desk. I then called numerous more times, but no one ever picked up at the managers extension. I called the front desk and they told me they would transfer my call to her, but again, no one picked up. I then contacted hotels.com to get assistance from them as no one would respond to my complaints.They had to email me a few days later to say that they were not getting a response. About a week later, they contacted me to say my case was being closed due to no complaints being reported. I then made one final email to the manager without response. Complaints were made in person, via phone and email and have yet to have one call or anyone acknowledge the issue.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩