We chose this hotel specifically because my father has MS, uses a wheelchair, and requires an accessible room, and because we needed the wheelchair-accessible airport shuttle for an early morning flight. We also paid $75 for early check-in so that my father could have a place to rest after our cruise.
Unfortunately, the experience was extremely disappointing.
When we checked into our accessible room at 10:00 AM, none of our room keys would unlock the door, despite being programmed correctly and working for the elevators. We returned to the Front Desk multiple times and were repeatedly given new keys, even though it was clear the issue was with the lock itself. Maintenance eventually came to the room but did not resolve the issue. We were told that a maintenance supervisor would address it later, but the problem remained unresolved for approximately ten hours.
The situation became particularly concerning that evening when my father fell in the room and needed our immediate assistance. Because the room door still would not open with our keys, we had to go to the Front Desk and ask someone to let us in. A maintenance employee accompanied us upstairs and opened the door with a master key immediately.
What was especially troubling was that, after we explained that my father had fallen and that we urgently needed access to the room, the maintenance employee responded, "The door was broken this morning, it was broken this afternoon, it is a broken door." He then opened the door with his key on the first attempt.
I completely understand that equipment can malfunction. What I found unacceptable was the lack of urgency, communication, and ownership once the problem was known, particularly given that this was an accessible room being occupied by a guest with significant mobility limitations. We repeatedly reported the issue throughout the day, yet no effective resolution was provided until we urgently needed access to the room.
The hotel did provide a meal voucher as a goodwill gesture, which we appreciated. However, the larger issue was never resolved during our stay.
I emailed the hotel manager directly after the stay with the full details and asked how the situation would be addressed and what steps would be taken to prevent something similar from happening to another guest. Nearly three weeks later, I have still received no response.
As someone who works in the hotel industry myself, I understand that things go wrong. What matters is how a hotel responds when they do. In this case, I was particularly disappointed by the lack of follow-through on an issue that had accessibility and safety implications.
