Clearn but they discriminated against us and did not give us what we reserved for
21/02/2018 tamyl4, Middleburgh, New York
The room was really clean, but as a disabled person I had real needs and when we ask for something and we do not get it and pay the same price that is annoying and upsetting to say the least. We aske... more
The room was really clean, but as a disabled person I had real needs and when we ask for something and we do not get it and pay the same price that is annoying and upsetting to say the least. We asked for a ground floor king bed with a queen sofa so I had room and places to sleep should the night go bad so my dh could get a good night sleep and my service dog which is allowed by law at no extra cost and without shoving me in a lesser room could fit. Well they heard service dog and stuck us in a pet room making it hard to move with her when sleeping and the bathroom had no heater and no vent so we could not shower until the morning or the room would be a steamroom and hard to sleep in. The shower head was so high and I stand 5'6" and not adjustable in any direction making that impossible without getting help to even adjust the stream. Lastly the back door for door B had water dripping and freezing and no one came to address it and was like that all night into the next morning with lots of black ice, despite my call to the front desk. Lastly the closest labeled disabled parking spot was too far and had no access to the any walkway, so what is the message? If you have special needs of any kind do not go here. They also never told us about the change they made until we walked in the room and at that point there was no talking to them. My dog slept nicely on her pad and we were very quiet even when we played nicely, it was just hell at night getting up with her due to the lack of room, thank God I did not have a walker it would have never worked out and I would have been in tears at that point, I just do not get it we had the whole family stay here last July for a wedding and we were here before just not with the SD and they treated us so poorly. What gives? Don't go here. less
Kevin M, Front Office Manager at Best Western Saranac Lake, responded to this review
Hello Ms. Larson,
I am very sorry about the troubles that you encountered during your stay. I would like to address as many of your concerns as possible right now. I know that I am personally responsible for changing your room type from the King Bed on the first floor to the pet-friendly room with two queen-sized beds on the first floor. I can assure you that all of our rooms here at the Best Western Saranac Lake are the same size in area with the exception of 4 rooms (two upstairs and two downstairs) which have ever so slightly more square footage(10 more square feet per room). I apologize if this room move to a pet friendly room negatively impacted you in any way and I can assure you that was not my intent. Had I seen that you had reserved a handicap accessible room and had the Service Dog with you then I most certainly would not have made any changes to the room type, however, whenever possible we do like to keep pets in only certain rooms to prevent against having people who are very sensitive to pet dander from being exposed and having adverse reactions when staying in our non pet-friendly rooms. I was here for your arrival and if I had been made aware of any concerns you had from a physical standpoint I would have been happy to address them and do our best to accommodate your every need. I know that we were at very high capacity and that none of our handicap accessible rooms were available on Sunday, however we would have certainly brought you a tub chair or bench and we would have done anything in our power to assist you with getting to and from your vehicle to the room and back. We were not made aware of these concerns until now. Our high level of occupancy could have also accounted for the lack of handicapped parking spaces available near your room. Concerning the walkway at door B, I can assure you that keeping our walkways salted and shoveled and free from ice and snow in the winter time is of the utmost importance to us and we actively address all of our walkways on multiple time a day basis throughout the winter months. I am very sorry for the experience you had here at our hotel but to say that we discriminated against you is just not accurate and that is not something we would ever do here. I would be happy to offer you a 50% off a one night stay or a free night on any 3+ night booking with us in the future and hopefully we can show you a much more hospitable stay and do more to accommodate all of your needs. We do take our level of service very seriously here and I apologize for not going above and beyond to make your stay as enjoyable as possible. If you do consider staying with us again and would like to utilize the discounts offered, give us a call at the hotel directly and you can speak with me personally. Again, my sincerest apologies and hopefully we can show you that we can do a better job in the future and now that we know the concerns you have we can address them all beforehand and ensure that all of your needs are met.