Aprylisa
February 25, 2024
I have a disability that includes sensitivity to light, sound and stress. My stay was to be one of relaxation, restoration and healing. It was, indeed, the exact opposite.
I arrived burnout and in pain. Yes, my room was very nice, clean and comfortable. The view of the mountains was lovely. However, I was counting on having a pool for physical therapy which relieves my back pain and stress. I had chosen this hotel for exactly this amenity. It was closed when I arrived. Then the next day too.
In my interaction with front office staff I felt resented for interrupting them when I checked in, and got eye rolls when asking for clarification or help.
When I spoke with the Guest Services Director about the pool being closed the interaction became increasingly frustrating and heated as he took no initiative or accountability to solve the problem or offer me any options, compensation or solutions. Instead, I was dismissed with “It’s not our problem, it’s a third party problem. You are supposed to call your hotel for that information" he chuckIed. I felt humiliated and shut down for complaining. The threat to “have me removed” and refusal to tell me when the manager would be in just escalated the insult. That night my pain was increased by the tension of that interaction and the need to respond to seek help through writing, documenting, and filing a complaint about this. The next day I was exhausted from the stress and not sleeping that night. Memorable, not in the way you like.