We sometimes travel with my mother who walks with a cane and suffers from a movement impairing condition. When we travel with her I always call the hotel directly to make reservations to see if they can accommodate our special needs for 2 rooms: a handicapped accessible room near an exit/entrance on the 1st floor or near the elevator on a higher floor WITH a King bed room next door or across the hall. I made such a call to arrange this reservation and spoke with Mike the night auditor. He was new to the reservation system and was very kind with me about making sure I got the handicapped room on the first floor near the breakfast room and the King room next door assigned to me and even gave me the room numbers. He said he would check with the day staff and make sure he had done everything correctly and would call me back in the morning if there was a problem. I received no phone call and did receive my emailed confirmation numbers as promised.
We arrived at the hotel fairly early (5:30pm-ish) all set for an easy check in and a close walk for my mother to get to her room. Jared greeted me and was most kind and welcoming but when we confirmed the room numbers he had me in the correct handicapped room, but the second room was at the opposite end of the floor. NOT a good situation and NOT what I had been promised. After explaining that I had called the hotel directly to make these reservations specifically AND that I had been told I would get a call back if there was a problem AND that I was now an extremely unhappy Priority Club member, Jared very graciously began to look over his floor plans to try to accommodate our needs. I was fully prepared to go elsewhere under the circumstances.
After a few attempts to reconcile any handicapped room with King bed room nearby, Jared offered to upgrade us to the handicapped King Suite on the second floor with a King suite across the hall for the same price as the rooms we had reserved, The catch was they were a further walk from the elevator than I would have preferred. A quick assessment of the priority of needs led me to accept his offer and I felt satisfied he had done his best to accommodate us under the circumstances although I still did not understand why the King room "was not available".
The rooms themselves (although a bit of a hike for my mother) were lovely. We were able to enjoy the sitting area of her room and have cocktails and some cheese and crackers before dinner and it was like being in a living room. She was happy with the placement of the lower coat rack and lower counters to accommodate someone in a wheelchair which also accommodate her bad shoulders. The grab bars in the bathroom are always a plus.
The next morning I wanted to let the day manager, Michael, know how much we appreciated the upgrade and that Jared had worked hard to make us happy. I explained what had happened at check in and that was when I learned the originally promised King room had been taken off-line for a maintenance issue. Frankly that would have been useful information the night before rather than allowing me to think the staff had just ignored my request and put someone else in the room. Michael apologized again and I said there was no need - Jared had handled it and I was only letting him know about the fact that we were happy with the outcome. Michael insisted that he make it "righter" and discounted our rooms even further, refusing to take my instance that it was not necessary for an answer. I was very impressed. I thanked him for working on Thanksgiving and he impressed me again when he said he had volunteered because most of the rest of the staff had families they "should be home with". What a wonderful, thoughtful man!
The complimentary breakfast was good - the food fresh and replaced appropriately. The coffee got low quickly as the breakfast room got slammed in the check-out rush and there was a short wait while new brewed, but nothing out of the ordinary.
The beds we comfortable, the pillows and towels plentiful, the water pressure good, and the cleanliness of rooms and public areas were well above par. Although we did not use the pool I noted the pool hours were much better than many -- open both early and late to accommodate over night travelers not just people who stay for a few days.
We did have a bot of a creepy feeling pulling into the parking lot in the dark before much of anyone else had checked in. I have since found out that the hotel is built in an area that used to be old rail yards which may account for a bit of the odd sensation. It was however convenient to the theater across the street and to one of the most engaging and lovely restaurants this traveler had had the opportunity to sample - we had dinner at El Gran Sabor (a Venezuelan! restaurant) and it was a REAL treat! Have what the owner recommends and enjoy the jazz in the bar after dinner. Check my separate review for more on that!
All in all this location turned out to be a wonderful stop-over for the night before Thanksgiving. Every staff person we had contact with was gracious and kind and did their best to accommodate our needs. We would stay here again if we are in the area. Good value for the price!
The second floor suites are really nice - roomy and comfortable. I would choose the back of the buil...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
30 November 2011
Thank you for your comments. I am sorry to hear that there was a situation to begin with but I am glad that the staff here worked hard to correct it. If there is a problem with a stay, I want every guest to feel comfortable to come see us so we can make it right instead of just dealing with it. No one should just have to deal with it. This is your “home” for the night.
Report response as inappropriate
It is wonderful to hear things went well but we do like to hear on areas where we can improve. We are always working hard to treat each person like an individual and make each person's stay the best. Thank you so much and come see us again in beautiful Elkins, West Virginia.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC