ComplaintsforElement Hotel

• Initial Complaint

  09/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This past weekend, we stayed at the Element Midtown for a wedding. Months prior, my parents reserved specific style of ADA compliant rooms directly on the hotel site. That week, we called & confirmed the rooms. Per ADA regulation, reserved rooms are to be blocked & held. Upon arrival, my mother was told her room was not available that night. She & my father were placed in a room with a roll-in shower, but where the sink was not accessible, so my father could not wash. Front desk staff said this was temporary & they would be able to move rooms the following day. The next morning, front desk staff told Mom the other room would be ready shortly, to check back every hour, they were making it a priority for housekeeping, etc. Housekeeping repeatedly knocked on their room, asking when they would be out. My mother always replied, "As soon as our other room is ready!" She checked back multiple times before being told there was no other room, there had never been another room, & they would have to stay in the room they had. My mother had, by this point, been moving furniture in the room herself to allow my dad's power wheelchair (he is a paralyzed veteran) to maneuver. As a part of this, they discovered the under-sink had not been cleaned in some time, with empty shampoo bottles, hair, and dirt. They invited the manager up to have a look. She exclaimed that in 4 years she had not realized that furniture moved! Other items in the room were also not the right furniture for the space, which the manager said she had not realized. Housekeeping came to clean, but my parents still faced toileting & maneuverability issues throughout their stay. We asked for a refund of their rooms. Management have said because a room with a roll-in shower was provided, they met their ADA standard & would not compensate my parents for having given their reserved room away, sticking my father in a room where he could not wash, and misleading my mom about the availability of other rooms.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩