July 27 My mother booked 3 rooms, lower level (due to handicap), near pool, nonsmoking, double beds in january of this year. Assured rooms would be as asked - they were told of handicap (no stairs). Told her no problem. Spoke to personnel at Hays NOT booked through 800 number.
When we arrive-rooms on second level. I explained would not be possible. Told that they CANNOT reserve specific room. Explained that should due to disability act. Told them need at least one room on bootom floor. They said none available that the rooms were all booked! How can others have a resevraction and not us? This was confusing.
Asked if any room for handicapped available was told yes but was smoking and one bed. Having no other choice we took that room. I do not understand how we could not reserve and others could. Told that we were bumped to another room we arrived early afternoon.
I asked why they could not bumb someone else not htere then-they had no answer. Basically they lied to my mother and I about the rooms when we had called. She had spoken to the staff twice concerning these rooms. She was told that she must have talked to the someone at the 800 number. She expalined that No it was the Hays number she called because she did not have the 800 number.
Later when we looked there were three rooms still not taken on lower level with double beds. Again we were told they were reserved. Obviously whoever these people were had connections and we did not. These rooms were Not taken all night to my knowledge. It was deceitful to tell none were available when they were. When this was pointed out they still refused to move my parents to a nonsmoking room with doulbe beds!
When we arrived in the rooms they were not very clean, no towels, it began to rain and the upper hallway flooded badly, the pool and sauna had bugs and food floating in them.
Unfortuately this is not the first time my parents have had problems with this same hotel. This actually was the third time but were assured the last time these problems were isolated and we would get the rooms we requested next time. Obviously this was not true.
Lena
Haysville, Kansas
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