I rang about booking a twin room to attend the IOM Health Department to provide legal training, explaining I needed a room which I could access in my wheelchair, and was assured that all twin rooms were accessible for wheelchairs. I then having had my booking to provide the training confirmed booked via the website a twin rom for 19/04/17 to 22/04/17. I arrived and was disappointed to note that there was no wheelchair entrance with powered door and that the reception staff seemed to belief watching my carer and I struggle through the door with our bags and the wheelchair was a spectator sport.
Book-in went well but I am accustomed to basic manners which were lacking and given the keys to room 240, the problem was that a standard 16 inch seat wheelchair couldn't get into the room, the narrow corridor into the room was blocked by furniture and the wall. I couldn't get into the room, so my career called reception from our room, after ten minutes of trying we gave up and called reservations to then get a voicemail message.
So feeling slightly embarrassed we returned to the enigmatic (sarcasm) reception staff to explain the problem. First I was told that the hotel had NO accessible rooms (I would say better amend the website advertising these then!), and that bigger rooms with sea views were available at an increase in cost, I viewed these rooms and found one (sea view twin) that I could access, however that would be at a cost, again no please or thank you, so I asked to speak to the manager.
The manager attended after a few minutes and explained that, apparently the twin rooms which fit my wheelchair are £10 more per night amazing! Then when I dared to explain disability rights the manager told me that IOM don't have a disability discrimination act, unfortunately I had to research this for my assignment and the IOMDDA2006 is in force, with transitional relief but a change of room would probably be seen to be covered under the second mandate (in force since December 2016) Manager returned a little sheepish and conceded that the room would be changed at no charge, but then said the hotel was an M1 under law and exempt from elements of disability discrimination law, forget customer service! I have been left with the impression that Best Western need to improve customer service training, provide more than is minimal by law and treat individuals with respect and dignity as all the above was discussed in an open area including toilet issues!
Not great service, terrible attitude, rude staff (except for dining room staff who are great), room was basic and not cleaned properly
Dr Paul Couldrey LLB, LLM less
PalaceHotelManager, Manager at BEST WESTERN Palace Hotel & Casino, responded to this review
Thank you for your review,
I am pleased that we have now resolved this when i came to see you in your hotel room.
Again if you need anything else during your stay please just contact me.