Best Western Airport East Expo Center

No, it was not resolvedThe motel manager said things that were not true and gave us no reimbursementI can only hope that things will improve for any handicap customer in the futureFor now I would highly recommend that anyone who needs a handicap facility, Not stay there! [redacted]

In response to Ms. [redacted]s complaint, Ms. [redacted] came and spoke to me during her stay, as we discussed the issue of the room not having a roll in shower. I apologized to Ms. [redacted], and explained we do not advertise that we had a roll in shower, and she admittedly told me she should have asked...

before assuming we did. I explained that we have had several guests in wheel chairs, and we never had an issue before, and also explained to her, that if she was unhappy she was able to make accommodations elsewhere, and would not be penalized for cancelling the remainder of her stay. Ms. [redacted], did not want to move to a different hotel as the group was staying here, and she said they would manage.
My front desk staff later informed me that on the previous night Ms. [redacted], took the stool from the bathroom and shoved it to my front desk staff member, and was being very aggressive to them about the room and that it had no roll in shower. My assistant General Manager, went down to their room and tried to do everything she could for them to be comfortable, Ms. [redacted] complained a company brought the wrong oxygen and my assistant even contacted that company for them, and got that switched. This was not a situation that we did not try to accommodate them as best as we could, we gave every option available to them that was within our means and control,
Ms. [redacted] brought a coupon to me and asked if we could honor it, I explained they received a group discount rate, and the coupon was based on availability and could not be matched with any other discounts. It was after I explained I could not honor the coupon, she became more irate with the situation of the roll in shower. Then as soon as the conversation was over, I received a phone call from the ADA office, stating a guest complained and she would be doing an inspection.
When I research the payment, Ms. [redacted], gave her credit card # at check in, and advised my front desk staff they would like to split the payment, and they would be down with another credit card later. They never came back down, they did not come to the desk to check out, we had no other choice but to run the credit card that was on those rooms for their stay. The rooms were utilized, she already had a group discounted rate, and we offered to find a hotel for her that had a roll in shower. We again tried everything to accommodate the guest, and we are unable to give any compensation.
Sincerely,
[redacted]
General Manager

No, it was not resolved. The motel manager said things that were not true and gave us no reimbursement. I can only hope that things will improve for any handicap customer in the future. For now I would highly recommend that anyone who needs a handicap facility, Not stay there![redacted] <!--[if !supportLineBreakNewLine]--><!--[endif]-->