Some hotel amenities aren’t that important. Some are.
Having an accessible room, which is required under some state and federal laws, is a biggie. So when John and Carolyn Falabella asked me to look into their hotel’s failure to offer them the room they reserved, I knew it could be serious.
But a closer look at their case one shows just how frustrating it can be to fix a major problem like this, particularly with a chain hotel. I’m not sure if I can make this right, but read on and let me know if you think I should get involved in mediating this dispute.
Falabella had reservations at a Comfort Inn in Arlington, Va. He says he’d made a booking for an accessible room through Comfort Inn’s 800-number, and that he received a confirmation.