I booked two rooms for four nights at this hotel. Upon arrival, we were given rooms on the second floor. I asked where the elevator was and was told there wasnât one. I explained that we had an elderly guest who couldnât use stairs and requested rooms on the first floor. They said none were available.
When we got to the assigned rooms, one of the doors was wide open, which immediately raised safety concerns. Given the lack of accessibility and this alarming discovery, I decided not to stay and booked another hotel within 10 minutes of arriving.
When I went to the front desk to request a refund, they told me the rooms were non-refundable. Only after I explained we were leaving did they offer rooms on the first floorâby then, I had already made other arrangements and no longer felt comfortable staying.
Since then, Iâve tried multiple times to resolve this. The manager avoided my calls for days, and when I finally reached him, he told me the owner would not approve a full refund and refused to let me speak with the owner directly.
I paid for four nights in two rooms that I never used due to accessibility issues, safety concerns, and poor customer service. All I want is a fair refund.
