Allocation of accessible room is seriously problematic
0.5
0.5
Date of visit: August 2021
I am a carer or friend of a disabled person. I have experience of challenges around: moving around
Overall Rating
Bad
This might be a beautiful hotel, all accessible, friendly, clean, comfortable. But there is a serious problem for anyone who wishes to have an accesible room. You can book it anyway you like, including in person and then confirming by phone but the room is not allocated until you check in and they see that you 'need' it. I wish I were joking. Because these rooms are available to book online it seems that they can be booked by anyone regardless of 'need' and the reception staff do the allocation on arrival. This is beyond awful. I cannot stay in a hotel when I cannot be guaranteed to have the accessible room I booked.
Disabled Access In and Around
Average
Once you are in the hotel, everything is accessible. But you'll have had to surmount the booking and drop-off problems before you can get in and get a room.
Parking & Transport
Bad
We had specialised transport but there is no drop-off or pick-up parking outside
Accessible Toilets
Excellent
Staff
Average
A bit of staff training about how it might feel to be dealt with on the basis of 'do you really need the accessible room?' would be useful but it is the management decision about room allocation which is the major disaster here and, I think, in all Hilton hotels.
