THIS IS THE LETTER THAT I SENT TO PLEASANT MOUTAIN
Dear Proprietor,
On June 5, 2007, I reserved a room for July 27, 2007...a Friday night. There is no question that I specified my need for handicapped accessibility. I am in a wheelchair and at the beginning of June was not even able to stand with crutches. The woman I spoke to said that the accessible room, #24, was available. I could drive to the back of the property and park in front of the room. I made a note in my date book...room 24, in back.
When I arrived my train to Portland was late. Although I had not been given any time requirement for check-in, I called to let the manager know that I was on my way. She told me that she’d be there until 9pm and not to worry. I arrived around 5:30pm and found that room 24 had been given to someone else. I was sent to room 21 which was not at all accessible.
My one night at Pleasant Mountain Resort was incredibly difficult. I was at considerable risk because without an accessible shower, I could not keep my amputation site / wound dry. That was really the worst part for me. Germs seep in through dampness and cause infection. This was not a frivolous concern
Once, I talked her down from her defensiveness, Courtney did all she could to help but she could not redesign the room. She did not feel that she had authority to ask the guest in room 24 to switch with me. He was not handicapped (at least he had no placard on his car...yes, I checked), but he was staying a week. Courtney said that she would call the boss but her boss never responded. And so, I was stuck hours from home with no place else to go.
American Express would have allowed me to contest the charges, however, I used my Master Card. The U. S Department of Justice ADA Guidelines document that unless I miss the check in deadline, the room must be held. I did not get a deadline and I did call to let you know when I would arrive. Courtney informed me that whoever did the reservation did not make note of my handicap. She said that I received an email confirmation letter. I specifically recall telling the reservation person that I could not get to my computer. Again, I was not walking and my home computer is in an upstaoirs office. And if a reservation letter was emailed, Pleasant Mountain Resort received an automated out of office reply with a request to call me.
On a positive note, the view was quite lovely and the room was fresh and clean. In light of the rest of the situation, however, I feel entitled to a refund. I am sure that you will make serious consideration of this request.
- Pleasant Mountain Hotel
- Pleasant Mountain Motel
