|11-18-2012, 12:57 AM||#1|
Join Date: Mar 2011
This is our first stay and decided to give it a try based on the AP rate and the amount of positive reviews. I can not express the disappointment I currently feel. This will be my one and only stay.
I made my reservation for the HOJO (11/17-11/22) in March of 2012. My sister and I decided to surprise my Mom with a DL visit. My DS are 2 & 4. My sister is 20 weeks pregnant and has a DD1 and DS2. My mom is disabled and required a handicap accessible room (shower seat, raised toilet, bars). When I spoke with in house reservations In March I requested a handicap accessible room with joining standard room. Initially i was told they were unsure if the handicap room could be booked at the AP rate. But then i was told it would be and that I my reservation would be noted. I called three weeks ago to confirm I had a handicap room and joining to a standard room. I was told that was correct. When I arrived today I was told we didn't have a handicap room. I was floored. Denise (at the front desk) was very nice and did reach out to the manager. There were a few options:
1) We could have a joining rooms but neither would be handicap accessible. They would provide a shower chair and toilet riser but no bars in the bathroom.
2) we could get a handicap room but my sister and her kids would be on another floor.
Both options stunk. My mom needs the bars to help pull herself off the toilet and to get into the shower. The whole benefit of staying here was to be together. So now we are in a handicap room and my sister is on the second floor. There is no elevator so she has to leave her stroller in my room. A hotel employee helped her carry all her bags up the stairs. My mom isn't able to enjoy all her grandchildren together. My sister is basically alone. The whole situation stinks. Made even worse by the fact that I called to confirm three weeks ago and was assured I had a handicap room with a connecting room with 2 doubles.
At least they provided a rollaway at no charge for my DS so he can sleep in my room as we had planned for him to sleep in one if the doubles.
The manager didn't even come out to talk to me. He just kept sending Denise back and forth. This really shows me how little they care about their patrons. What was he doing that he couldn't be bothered to speak to me and apologize for their error.
Oh, and the wi-fi is spotty at best.
One and only stay! Never again!
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