"This customer service I received from this hotel chain, when I followed up issues I'd encountered with my booking, has been pitiful and the hotel management arrogant. In October I booked a twin room and requested it be close to a lift, a necessity for my son with reduced mobility. We didn't need or ask for an accessible room, but the hotel advertise that they have 'accessible services'. Not so. There were many hotel options open to us in this central location and at this price, but the Radisson Mercer Street confirmed in writing my specific booking and request. I followed this up with two phone calls to the hotel to ensure there would be no mishaps. I paid an extremely high rate in the expectation it would be a memorable stay for me and my son. It was to turn out to be the last hotel stay my son would have, and it was awful.
The so called 'superior' room was so small, much smaller than described. It didn't meet the requirements of my booking which meant he had to walk down cramped corridors to get to the room. The tap was broken, there was no soap in the dispenser, and clothes had to be hung directly over the tea and coffee machines. The air-conditioning was inefficient. I tried to raise these concerns in the morning, but with my son sitting in a wheelchair, we were rudely dismissed. I then raised this with customer services who took over 6 weeks to get back to me, and did nothing at all to resolve this, taking the management's word that they had not messed up. I raised a complaint and discovered by chance the hotel had closed the complaint, and no-one challenged this or informed me. Months later, on 14th December, I finally received an apology with the admittance that my facts were correct. They mentioned a desire to 'make amends' to which I responded, but I have never heard from them since. My issue could have been dealt with so easily and swiftly, and that would have been the right thing to do. But my concerns have been ignored, and I live now with the knowledge that this awful, expensive and uncomfortable stay, was the last my son and I would have together.
I have stayed at many Radisson Hotels in many places, but I will never stay in one again, and will not give up alerting people of the way they treated my son specifically. It is all too easy to ignore people with disabilities and I am shocked by the rudeness and arrogance of this hotel who repeatedly tried to cover up their errors and the lack of action by the organisation to put things right."
