Medina Seguros Insurance

The guest booked her reservation on a third party website and it came through our system as a standard room with queen beds with a request in the note section for a handicap roomRequests are not guaranteed and can only be met upon availabilityUpon check in we informed the guest we would not be
able to accommodate her request as the handicap rooms were not availableGuest agreed to stay in the standard room with beds and signed for it therefore she was charged at that point for her stayLater that evening the guest turned in her keys stating she was checking outAs the reservation cancellation deadline had past, the hotel was not obligated to refund the stay, however, as a compromise to the guest the hotel only charged the first nights and refunded the remaining nightsAs the guest booked this reservation through a third party website she should contact them for any errors that may have been made during the booking process regarding her room type