On Saturday July 8th, I traveled to Alexandria for the memorial service for both my parents. I had reserved a handicapped accessible room at the Best Western Mt Vernon. I found this room on Booking.com, and booked it because it was the only room in the area listed as having a roll-on shower. I then checked the room on the Best Western website. At this time I did not realize that the Best Western Mt Vernon would feel no concern or responsibility for customer satisfaction for bookings made through Booking.com, and certainly no concern for their disabled guests.
We called down to the desk when we discovered that the shower had a 3 inch lip, and not only could not be rolled into, it was also too narrow for a shower chair. As soon as we said, "We booked a handicapped accessible room," the clerk went into a long tirade about how it was not accessible, and it was Booking.com's fault for listing it that way. The exact same description of this room was also on the Best Western Mt Vernon's own site. The bed was also 5 inches higher than my power wheelchair, and I had a very scary time getting into it.
When I asked the clerk at the front desk the next morning how they could sell this room as handicapped accessible, with a roll in shower, she responded " I don't know," without looking up. The clerk wouldn't even let me cancel the next night's booking. She said I had to go through Booking.com, and wouldn't even record that I was leaving the hotel. Booking.com has no place to indicate that I needed to cancel because the room was not as described. I finally found a phone number, but eventually gave up hope of ever reaching a human at the other end. Then I found that it was Best Western who charged my card, not Booking.com
If nothing else, I feel obligated to warn other disabled potential guests and anyone who is concerned about fair treatment for the disabled, to avoid the Best Western Mt Vernon, and to avoid booking through Booking.com. I spent the next night at a Hampton Inn and all was as it should be.
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- Also Known As:
- Best Western Mount Vernon Hotel Alexandria
- Best Western Hotel Alexandria
- Best Western Alexandria
- Alexandria Best Western