This is a critique of the FAILURE of Internal Communication.
In March, we booked (a week in May) through Expedia – requesting a [H]andicap Accessible room – on the ground floor* – and informed EXPEDIA that my BLIND companion would have a Service Dog.
I was told to call the hotel before our trip, for confirmation of ammenities.
I did so, the day prior and, fter five unsussessful phone calls, i was finally able to reach a HUMAN, at the Front Desk.
We had been booked into a SECOND FLOOR room – w/NO ELEVATOR. This was resolved, and we were assigned to a ground floor room.
On the 2nd day, we were told we had an unauthorized DOG –in a Room that WAS NOT one if their Pet-friendly ones.
We were being ASSESSED A $300 PENALTY.
Mea Culpa: At check-in, I HAD initialed the
Registration Form w/o reading,
so therefore i had unintentionally LIED.
Expedia FAILED to inform the Hotel of our special needs. And the night clerk the day prior put us in a room that WAS NOT Pet-Friendly.
END RESULT: While we DID negotiate a lower
penalty, any savings realized –
by booking early – had been
wiped out, entirely.