Failed to meet requirements
0.5
0.5
Date of visit: April 2024
I have experience of challenges around: moving around
Overall Rating
Bad
We had booked two nights at Fishers Hotel through Booking.com. At the time of booking we stated that we needed a level access room with a walk-in shower. We had confirmation from the hotel that our needs could be met. When we arrived at the hotel, we discovered the room we'd been allocated was as far from reception as it could possibly be, there were steps and in the room itself there was a deep bath rather than a walk-in shower. When we complained, we were told there were no other rooms available. When we said we had requested facilities in advance, we were met with a shrug of the shoulders. We decided to stay only one night, so in the morning we cancelled our second night, explaining why. Although they didn't charge us for the second night, they did take full payment for the first night, despite it not meeting our requirements. When we came to pay, the card terminal rejected our card. The member of staff taking payment refused to try another terminal, saying there was nothing wrong with the one she was using. It took another member of staff to persuade her to use a different terminal, which took our payment without problem. She didn't apologise for initially refusing to use a different terminal. Indeed, the whole attitude appeared to be one where our requirements weren't seen as important.
Disabled Access In and Around
Bad
There was adequate access to the common areas of the hotel. But not to our room.
Parking & Transport
Good
There were disabled bays opposite the hotel, where we could park as long as we wished.
Accessible Toilets
Poor
There was a disabled loo in the common area, but not in our room.
Staff
Bad
The fact that we had made our requirements clear six weeks before travelling and despite having had confirmation from the hotel, the staff did not provide us with the accommodation we needed. Nor did they seem overly concerned.
