Marks Tey Hotel, Sure Hotel Collection by Best Western

Comfy beds

I need an accessible room and rang up to ensure that I would have one as I am disabled and use a walker to get around so a standard size room and bathroom would not be big enough for me to get around safely. The receptionist I spoke to ensured that I would be given an accessible room. On the way there my support worker contacted the hotel to see if we could check in early, which was a nice easy process. They also checked to see if the room was accessible and was told it was not and that the accessible rooms could not be guaranteed, despite the other member of staff saying this would be okay. When we arrived, we were allowed to check in early but the room was not accessible. They have 110 rooms and ONLY TWO accessible rooms, absolutely ridiculous!! They said I could use the bathroom facilities in the leisure area of the pool, but why should I have to walk to another part of the hotel just to use the bathroom and have a shower. It's not fair. No one else at this hotel had to do that so why should I just because I am disabled and they couldn't provide proper facilities for me. I struggled to get in the bathroom as it was too small for my walker. Using the bath was very dangerous as well, as I need a walk in shower or wet room. Also the fact that the shower is not on a moveable head made it very difficult and my support worker had to use the bin to wash my hair! Disgusting. I was told when we checked in (Saturday afternoon) that an accessible room would be available on the Sunday, my support worker explained that we would be out for most of the day, so this would need to be in the late evening. When we returned from our day out, we were told the room had been given to somebody else because we needed to move in to that room at 2pm! We were not told this and also would not ruin our plans for the day which we had travelled for. This totally ruined my weekend holiday away and they only compensated us with a free breakfast on the Monday morning, wahoo! (NOT).