Z Hotels
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Nightmare booking for disabled access
I booked to stay at the Central London hotel on Fleet Street, in an eventually accessible room that had a ceiling track hoist. I made sure to email a manager to ensure the booking of the room, they sent pictures confirming the ceiling track hoist. About 2 months before our stay, I saw something online that said that hotel no longer had a hoist. Confused, I phoned the hotel and was emailed by a manager who confirmed the room with the hoist was no longer available. I was shocked and angry as they confirmed to me at booking the hoist was there, if I hadn’t saw something online by chance, I would’ve turned up to the hotel after hours of travelling in a wheelchair to a hotel room I couldn’t use, effectively being stranded as that was one of two hotels in London I found that would meet my needs with a hoist. I managed to get a refund but then had to find alternative accommodation closer to the time of my stay meaning it was more expensive/less choice. No regard for disabled bookings.