Business ProfileforGlade Springs Real Estate Company

I arrived for a two (2) day stay (for a conference) on May 11, 2022. The room assigned to me was on the 2nd floor. There was no elevator at the suite I was assigned. I am unable to climb stairs and/or carry luggage. due to arthritis in knees and hips. I immediately went back to the reservation desk and explained the situation, asking for a first floor room or a room in the building with an elevator. I was told there were no other rooms available. They had just charged me for the second night, so I asked for that to be refunded. I had previously paid for the first night, as required when I made my reservation. The desk clerk told me the second day charge would not go through, but it did. I also asked for a refund for the first night, since they were unable to accommodate my needs. I wanted to stay for the conference! I had to speak to a supervisor, but they could make no decision. I have now spoken to 2 - 3 "supervisory" personnel by phone, with no success. On one phone call, was told I did not check out until 10:30 pm after arrival. This is absolutely not true. I checked in at around 5:00 p.m., drove to the room, saw it was upstairs, drove back to the reservation desk, and immediately began attempting a refund. I was charged $179 for May 11 and $179 for May 12. I really wanted to stay, but was unable to do so because the resort was unable to accommodate my physical limitations. I am aware that there is a cancellation requirement which I did not meet; however, my intentions were not to cancel. Due to the facility's inability to accommodate me, I was physically unable to stay. Based on the circumstances, I believe I deserve a refund for both nights.