Deborah L.
Posted
Never Again!!!!
I received a message from you confirming that I would have an accessible room although they didn't have a roll-shower available for those days I would have a shower chair to put in the tub..when I checked in I was told there were no shower chairs or accessible rooms available!..they had no extra pillows and I couldn't even buy water!!!the toilet paper holder fell off the wall soon as I checked in room.the bed was too high to get in I will NOT choose this hotel again!!!!!!!☹️They did put my room on the first floor👍🏽
Response from accessibleGO· Dec 13, 2023
Hi Deborah, We are so sorry to hear that you had a bad experience at this hotel. Every customer experience matters to us and we are very disappointed to hear about your poor stay at this property despite our best efforts to communicate your needs that the hotel. Our team did email you twice with no response on the issue of the shower chair, first on Dec 9 and when we were concerned that you did not respond, again on Dec 10 to inform you that the hotel could not provide a shower chair. We are very sorry to hear that the hotel did not have extra pillows or water for sale and that the toilet paper holder fell off the wall. This sounds like a very unpleasant stay and we take all feedback to heart. We did communicate with the hotel several times to get the measurement of the bed height and it sounds like they definitely made a mistake in reporting this critical information to us. As we start to launch our hotel certification program, we hope that our certification process will prevent situations like the one you encountered. We are deeply sorry for this experience and please know that we are always trying to improve our offering and are grateful for your critical feedback. We hope that you will also submit a review of the hotel to warn others about this hotel’s efforts on accessibility.