It was o.k.
08/11/2019 Arlene R, Brooklyn, New York
On January 24, 2019 I called to make a reservation for November 1-3, 2019 for my niece's wedding. I requested a handicap accessible room. I was told me they were already reserved for other guests and ... more
On January 24, 2019 I called to make a reservation for November 1-3, 2019 for my niece's wedding. I requested a handicap accessible room. I was told me they were already reserved for other guests and I had no choice but to reserve a regular room. In the comments area I requested to be notified if an accessible room opened up. I called twice and was told that the accessible room was still not available, the last call being made was two or three days before check in, the person at the hotel telling me she'll definitely make a note and will give me that room if there's a cancellation. Upon check in, I was told there was no cancellation on the accessible room and then found out that my ex sister in law reserved the room to which I found strange because she is fully able bodied with no physical disabilities. She did switch rooms with me. If this room was reserved for a non family member, I would have been stuck in having problems doing certain tasks. The beds were 30 inches high which is too high for persons with physical disabilities. The height should be between 22 and 25 inches high. I didn't know that I could have requested that the beds be lowered. I filed a complaint with their 800 customer service number. When I spoke to the manager of the hotel, Nicholas, he kept insisting that I booked a regular room and I kept telling him I was told they didn't have a accessible room. I don't know what he didn't understand. I was comped for one night and not both nights. less
Loredana S, General Manager at Inn at Great Neck, responded to this review
We would like to apologize for your inconvenience during your stay with us at the Inn at Great Neck.
We do try our best to accommodate all guest requests. As you are aware at time of booking we, unfortunately, did not have an accessible room available due to the high demand of the weekend. Yes, it was a challenge to find an accessible room available and we did not have guests checking out that were occupying this room type.
We strive to provide the very best in customer service and ensure that each of our guests feels at home during their stay. In regards to your family member receiving an accessible room, we do not inquire with guests' physical abilities to honor their requested room reservations. We did, however, make all efforts to rectify the situation and truly apologize for your experience.
Should you have any further concerns, please do not hesitate to contact me at 516.773.200 or via email at firstname.lastname@example.org.