Good morning, Apologies for not responding to the complaint sooner - it was sent to spamI understand the guest's concern and sympathize with her disabilityHowever, we explicitly state that our rooms are only accessible by stairs, not elevator or liftsIt says clearly on the booking page where the customer bookedI do feel badly about this situation but we provided accurate information to the guestOur staff are trained on each of the properties and they know that this location is stairs-only and we do not promise specific units to any guests in any circumstance because we don't know what the room assignments will be until the day of arrivalWe are a small business and we try to work with our customers when their are extenuating circumstancesI would like to offer a refund of of the nights that the guest was not able to stay in the roomWe provided accurate information and I feel we should not bear 100% of the loss of the nightsIf the customer had read the entire listing on the booking site they would have known that this was not a handicap accessible property - some responsibility has to be on the guest to read the information that companies provide otherwise the small businesses like ours bear the entire burden which is not fair
RevDex.com: I have reviewed the response submitted by the business and while it does not satisfy all my issues and/or concerns in reference to complaint # [redacted] I will accept their offer to refund one night of my stay. However, contrary to what was written in the letter I WAS told by a young man at the company that I would have a ground floor unit and that by using the back door I would not have to deal with stairs. Unfortunately, I did not write down the name of the young man who told me that. In addition, while the website does say that there is no lift it does not address whether there are ramps to assist those with disabilities. I am disappointed in this company in that they do not seem to understand or take into account those with a physical disability and evidently not all employees were trained properly at the time I made my reservation. You can be assured that any time in the future that I make reservations I will write down dates, names, etc. It was my understanding that all public accomodations must be handicap accessible but that must not be true.Regards, [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***..
I accepted an offer from the business for a partial refund but have not received it yet
Regards,
*** ***
Good morning, Apologies for not responding to the complaint sooner - it was sent to spam. I understand the guest's concern and sympathize with her disability. However, we explicitly state that our rooms are only accessible by stairs, not elevator or lifts. It says clearly on the booking...
page where the customer booked. I do feel badly about this situation but we provided accurate information to the guest. Our staff are trained on each of the properties and they know that this location is stairs-only and we do not promise specific units to any guests in any circumstance because we don't know what the room assignments will be until the day of arrival. We are a small business and we try to work with our customers when their are extenuating circumstances. I would like to offer a refund of 1 of the 2 nights that the guest was not able to stay in the room. We provided accurate information and I feel we should not bear 100% of the loss of the 2 nights. If the customer had read the entire listing on the booking site they would have known that this was not a handicap accessible property - some responsibility has to be on the guest to read the information that companies provide otherwise the small businesses like ours bear the entire burden which is not fair.
Revdex.com: I have reviewed the response submitted by the business and while it does not satisfy all my issues and/or concerns in reference to complaint #[redacted] I will accept their offer to refund one night of my stay. However, contrary to what was written in the letter I WAS told by a young man at the company that I would have a ground floor unit and that by using the back door I would not have to deal with stairs. Unfortunately, I did not write down the name of the young man who told me that. In addition, while the website does say that there is no lift it does not address whether there are ramps to assist those with disabilities. I am disappointed in this company in that they do not seem to understand or take into account those with a physical disability and evidently not all employees were trained properly at the time I made my reservation. You can be assured that any time in the future that I make reservations I will write down dates, names, etc. It was my understanding that all public accomodations must be handicap accessible but that must not be true.Regards, [redacted]
Good morning, Apologies for not responding to the complaint sooner - it was sent to spamI understand the guest's concern and sympathize with her disabilityHowever, we explicitly state that our rooms are only accessible by stairs, not elevator or liftsIt says clearly on the booking page where the customer bookedI do feel badly about this situation but we provided accurate information to the guestOur staff are trained on each of the properties and they know that this location is stairs-only and we do not promise specific units to any guests in any circumstance because we don't know what the room assignments will be until the day of arrivalWe are a small business and we try to work with our customers when their are extenuating circumstancesI would like to offer a refund of of the nights that the guest was not able to stay in the roomWe provided accurate information and I feel we should not bear 100% of the loss of the nightsIf the customer had read the entire listing on the booking site they would have known that this was not a handicap accessible property - some responsibility has to be on the guest to read the information that companies provide otherwise the small businesses like ours bear the entire burden which is not fair
RevDex.com: I have reviewed the response submitted by the business and while it does not satisfy all my issues and/or concerns in reference to complaint # [redacted] I will accept their offer to refund one night of my stay. However, contrary to what was written in the letter I WAS told by a young man at the company that I would have a ground floor unit and that by using the back door I would not have to deal with stairs. Unfortunately, I did not write down the name of the young man who told me that. In addition, while the website does say that there is no lift it does not address whether there are ramps to assist those with disabilities. I am disappointed in this company in that they do not seem to understand or take into account those with a physical disability and evidently not all employees were trained properly at the time I made my reservation. You can be assured that any time in the future that I make reservations I will write down dates, names, etc. It was my understanding that all public accomodations must be handicap accessible but that must not be true.Regards, [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***..
I accepted an offer from the business for a partial refund but have not received it yet
Regards,
*** ***
Good morning, Apologies for not responding to the complaint sooner - it was sent to spam. I understand the guest's concern and sympathize with her disability. However, we explicitly state that our rooms are only accessible by stairs, not elevator or lifts. It says clearly on the booking...
page where the customer booked. I do feel badly about this situation but we provided accurate information to the guest. Our staff are trained on each of the properties and they know that this location is stairs-only and we do not promise specific units to any guests in any circumstance because we don't know what the room assignments will be until the day of arrival. We are a small business and we try to work with our customers when their are extenuating circumstances. I would like to offer a refund of 1 of the 2 nights that the guest was not able to stay in the room. We provided accurate information and I feel we should not bear 100% of the loss of the 2 nights. If the customer had read the entire listing on the booking site they would have known that this was not a handicap accessible property - some responsibility has to be on the guest to read the information that companies provide otherwise the small businesses like ours bear the entire burden which is not fair.
Revdex.com: I have reviewed the response submitted by the business and while it does not satisfy all my issues and/or concerns in reference to complaint #[redacted] I will accept their offer to refund one night of my stay. However, contrary to what was written in the letter I WAS told by a young man at the company that I would have a ground floor unit and that by using the back door I would not have to deal with stairs. Unfortunately, I did not write down the name of the young man who told me that. In addition, while the website does say that there is no lift it does not address whether there are ramps to assist those with disabilities. I am disappointed in this company in that they do not seem to understand or take into account those with a physical disability and evidently not all employees were trained properly at the time I made my reservation. You can be assured that any time in the future that I make reservations I will write down dates, names, etc. It was my understanding that all public accomodations must be handicap accessible but that must not be true.Regards, [redacted]