I travel regularly and typically stay at one particular brand which does not have a facility in Athens. We had stayed at this Best Western once before and had a nice first-floor room and encountered friendly staff. When we knew we would be in town a second time, we asked for the same room again, but were told we would have to call the day of the reservation to see if it was available. The day we were to arrive, we called between noon and 1:00 p.m. and were told the room had already been given to another guest (check-in is at 3). When we arrived, we discovered we were given a room on the third floor, and the desk clerk abruptly told us no other was available.
If they couldn't honor the specific request, they should have at least gotten us as close as possible. I have both mobility and balance health issues and the location of our assigned room made it difficult for me to enjoy our two day stay. In addition, the sofa in our room had a large, greasy spot and tears in the upholstery, and the carpet had stains I don't even want to speculate about.
I often make special requests when making a hotel reservation and am well-aware those requests cannot be guaranteed. However, in my experience, those requests are almost always honored. In fact, right off hand, I don't recall a time when it wasn't. To me, the experience we had here indicates either poor management, or an uncaring attitude about their guest. There is another national chain hotel in Athens and, after this experience, I will be going there in the future. less