My complaint:
Today, I attempted to reserve a room at the Springhill Suites in Maple Grove, MN for June 23-25th, 2021. My husband and I will be in the MPLS area for a wedding. We looked forward to staying at the same hotel with other family members who are also attending the wedding. I require a roll in shower as I use a wheelchair. The reservation person was unable to guarantee me a roll in shower room this far out. She said to call the week before the event and she’d “see what she could do”. My reservation is 84274618.
When I arrive in MN, If I don’t have the amenities I need, I will not be able to attend the wedding. Finding out one week before the event is not satisfactory. It’s hard to believe that a large corporation such as Marriot is still unable to accommodate travelers with disabilities. I used to stay in Marriot hotels regularly as I travelled for work. Once I started using a wheelchair though, I found that Marriot was the worst hotel chain for honoring accessible reservations. On multiple occasions I showed up at Marriot hotels only to find that my accessible room had been given to someone who arrived earlier. Other times they would tell me that they “upgraded” me to a nicer room that was not accessible. I have since switched to IHG hotels and am able to reserve the accessible room online.
Years ago the desk clerks at Marriot attributed the confusion to an antiquated reservation system. Now, in 2022, is that still the issue?
Please advise. I would appreciate a phone call from someone at Marriot who can offer me an explanation and a solution.
Suggested solution:
Please email me.
