My experience with this hotel’s manager on duty, Brenda Mazzillo, was horrible. I had booked an accessible 2 queen room on Hilton’s website as I use a wheelchair and we are a family of 4. When I checked in, I asked the front desk person to make sure my room was accessible, she said yes. When we went to our room, the bathroom was not accessible. There were no guard rails around the toilet and bathtub, and no shower chair. The room was also dirty with a used candy wrap on the side table. Wished I had taken more pictures. I called the front desk and asked her for a shower chair, which she contacted the manager on duty, Brenda, to find out. When Brenda called me, I told her that I use a wheelchair and that the bathroom was not accessible. Her tone was very negative and she argued with me that the room was accessible for the hearing impaired. She said it was my fault for booking a hearing impaired room so she was not going to help me. I told Brenda that I didn’t realize it was only for the hearing impaired and that I needed a shower chair, but she refused to provide one and didn’t offer any resolution. She claimed a shower chair would be a liability but I have gone to many hotel chains that provide shower chairs. She said the only rooms that had roll in showers were 1 king bedrooms and they were occupied so I’m stuck. Regardless, my family of 4 couldn’t sleep on 1 king bed. Even if Brenda really couldn't do anything, she didn't have to be disrespectful and rude to me on the phone. She didn’t have any empathy or sympathy about my dilemma as I was not able to use the bathtub. It would be an easy solution for the hotel to provide a shower chair with guard rails around the toilet and bathtub in their 2 queen accessible room as different guests need different type of rooms. I didn't expect them to have guard rails installed that night, but I needed a shower chair. The hotel should remove the sign “Making You Happy Makes Us Happy” at their front door, as they do not care about their customers. I will never stay at this hotel again. As a travel agent, I do not recommend this hotel.
