They sold my accessible room before I got there
Posted Oct 29, 2016 on Hotels
Well, I have Muscular Dystrophy and I was driving up to New York to go to my sons . I prefer to travel at night because of less traffic. So before I left my home I booked a room here to get a few hours sleep . I booked an accessible room, non-refundable and guaranteed . I booked it here also because of the restaurant, room service and breakfast buffet. I signed in at the desk and she gave you my key and told me my room is on the second floor. I asked where the elevator was and she said they do not have one. I told her I booked a handicapped around because I cannot do steps or get in and out of a bathtub/shower. She got back on the computer and told me since I did not arrive early enough they sold my room !! How is this possible if it was guaranteed and non-refundable. Even if I did not show up at all that was still my room ! She ended up putting me in a regular smoking room, that worked out real well with my COPD and the whole building I was in was smoking . I also learned the restaurant was shut down and not available at all . So that meant no room service or breakfast buffet, she said something about it is Under New Management . Needless to say, I could not use the shower and was even afraid to sit on the toilet because it was so low and I probably couldn't have got back off of it . I got a few hours sleep and went off to my son's very disturbed . I stayed with him for a couple months and I am back home and just getting to my review .
Comment from Hotel Management
Nov 1, 2016 by General Manager, Hotel Management
Thank you for reporting this incident you had in the hotel. We are already making reports about this so the management will be informed by this news. We are very sorry about your disappointment but rest assured, your concerns will be highly appreciated to better our services to our dear customers. We hope you can consider us again after the experience you had in us. We promise you a better service and a professional staff.