Accommodating guests with disabilities

Hi Everybody! I just received a reservation from 3 guests and one of them is on a wheelchair. I explained them that my property is not equipped to receive a disabled guest as it's a typical English house with lots of steps and a steep and narrow staircase that leads to the room they booked. I even sent them a few pictures to show my argument. The guests refused to cancel saying that they will manage.

If I cancel the reservation, would they accuse me of discrimination?

Thank you for your help.

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jaybeegee 5 years ago

Not sure I would cancel as it does not necessarily mean that someone using a wheelchair will not manage a flight of stairs.

However you might want to double check your settings in the portal, particularly the wheelchair access, in case the guests use this against you!

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Akwador 5 years ago

You should not decline them - that would be discriminating. I would say that the fact you took the pains to warn them and they feel the accommodation will suffice you are covered. We had a gentlemen who came in a wheelchair but he could travel short distances of about 200 yards with a stick.

We also had stand up showering cubicles but we have non slip shower mats and a suction cup disabled handle to assist standing. You can also put a small plastic stool in the shower. They managed OK and we had no issues.

In the unlikely event they turn up and then complain bitterly about the facilities, you produce your emails and basically say 'tough cheese'. If they decide to go elsewhere, you are entitled to your cancellation fee if you have one.

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Thuild - Your … 5 years ago

Dear Claudia,

As Akwador says, if you have written proof, go ahead and accept them.

Always make sure that anything you accept has a written consent from the guest to avoid later issues.

Best of luck,

Zsolt - www.thuild.com

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Adagio Accommo… 5 years ago

Hi! Definitely do not cancel their reservation. That can be ground for discrimination. It's good you informed them in detail about potential obstacles . Thus you are covered. Hope all will be ok!

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Bandara Hotels… 5 years ago

I don't think you should cancel this booking. As long as we already clearly explain to guest and they have well understand and accept about your hotel condition in written (To be prevent complain afterward).

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Wightgal 4 years ago

Do not cancel the reservation. You have done what you can to deter the guest. I would not add a suction cup handle....they don't always work ! Nor add any short term.facilites... my mother is a wheelchair user, so I speak from experience.

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Wightgal 4 years ago

Btw......you could let BDc know that you have concerns about this reservation...they should contact the guest on your behalf

Pennyinnz 2 years ago

I had 3 guests arrive one in wheelchair, they didn't check beforehand.  Even though all on ground floor not suitable for wheelchair, too small.  Shower over bath, doorway issue.  They caused damage to the property and left a very negative score and remark which b.com won't remove.  I was advised to put something in my auto reply when a booking is made to cover myself.  I'm not in UK, could be different there.