Village Warrington

Date of visit: December 2022

I have experience of challenges around: moving around

Overall Rating

Steep ramp from car park to check in desk. No help with luggage. No automatic/push button doors. Bed has wide wrap around frame requiring a large transfer board to reach mattress. Bed and mattress extremely low, around the same height as a standard wheelbase divan without a mattress. Wet room not wheelchair accessible, fixed low level sink, sliding door shower cubicle. No luggage rack. Roller blind at window. The room smelt unpleasant as though carpets had been properly cleaned or with dirty water. TV remote control missing. I telephone before booking to check for accessibility and after being assured of full accessibility booked online and the person on the telephone then allocated the wheelchair accessible room. I was told the bed was so low as they are concerned about people falling out! I was told they could check for an old bed in other rooms as these were different design but that the bathroom would have a bath and not be accessible by wheelchair. I was given a complimentary drink whilst they checked then told a refund would be processed the following morning. After a 5 hour drive I then left at 7:25pm to drive another 3 hours to get home. Most of the blue badge spaces were taken by vans. I definitely won't be booking a Village Hotel in future.

Disabled Access In and Around

Small lift and no automatic or push button entry doors inside the building

Parking & Transport

Blue badge parking at front of hotel, but most spaces used by commercial vans. I had to lower my wheelchair into the road due to bollards at the end of the bays. To get to a ramp you have to use the road to turn a corner to get to a lengthy step ramp to the front entrance of the hotel

Accessible Toilets

0

Did not use the facilities

Staff

Friendly but unaware of issues. I was not offered help with my luggage. When I complained they were unable to provide a resolution. They did not offer to help find alternative accommodation but said a full refund would be made to my payment card the following day when a more senior manager could authorise it. I was given a free drink whilst they figured this out. I was not offered help to retrieve my luggage.

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