Hotel Indigo London-Paddington

The guest actually booked the Quality Crown Hotel Hyde Park for three nights via Hotelbeds. The correspondence that we posses as the evidence did not mention that the guest was handicapped, moreover she was booked into a hotel that does not have or advertise disabled rooms. Upon check-in the guest was assigned a ground floor room for her convenience and the issue was brought to the Central Reservations management. As the Hotel Indigo is owned by the same company as the Quality Crown hotel, the central reservations agent tried to help by transferring the guest to the Hotel Indigo just around the corner that does have disabled rooms. Unfortunately, the lift went out of service for the whole day and the following night, therefore the guest was informed that it would be against safety regulations to allocate her in a lower ground floor disabled room. The General Manager and the Front Office Manager personally approached the guest and offered her a ground floor room back at the Quality Crown Hyde Park for that night until Hotelbeds could be contacted the following day. The guest refused and got angry and insisted she is not going back there and that she wanted to fly home that night. So both the receptionist on duty and the General Manager of the Hotel Indigo tried to assist her to find a flight, but there were none. The General Manager personally spoke to the lady and assisted her and feels that both her and her travelling partner were very unreasonable. We feel that the guest comment did pervert the reality of the situation and hope that the Trip Advisor management reply will allow the readers to draw their own conclusions. We can assure you that at the Hotel Indigo guest safety is our top priority and we equally value and respect all our guests.