Guest User
October 5, 2021
My wife and I are BonVoy members and normally do our utmost best to stay at Courtyard by Marriott hotels as they do follow ADA recommendations for mobility accessible rooms and everytime we reserve one, we do not have to worry whether that will be the room we get when we arrive or not. With that being said, IHG, Holiday Inn Express and Suites almost made true converts out of us this past month. We were on a 3 week trip encompassing 12 states. In one of those stops, there were no Courtyards avalable so we became member of IHG rewards and decided to give Holiday Inn Express a try. We stayed in several IHG owned hotels. As I said Holiday Inn almost made us convert our preferences for our hotel stays. We noticed that almost all Holiday Inn Express had their mobility accessible rooms near the hotel and not way down at the end of the hall. Also, the roll in showers seemed to follow ADA recommendations. Most all had grab bars and the ada recommended height of the toilet. I say they almost made us converts until we stayed at the Holiday Inn Express and Suites in Nebraska City, NE. We did not have a reservation, so we were willing to compromise on what we needed most importantly in our accomodations as my wife and I are both disabled. We were a couple days from home after this long 3 week vacation. We had already made it to Gold Elite Status thru the previous two weeks. Our experience with this partiuclar property in Nebraska City left a very sour taste in our mouths and are not quite sure now if we are truly ready to convert to always staying at Holiday Inn Expresses. I looked on the IHG app as my wife went into Walmart to get a few needed items when we pulled into Nebraska City. The only room that would fit our needs was a King Suite mobility accessible with roll in shower. That was great! We didn't mind paying more for a room if it meant our needs would be met. So, I called the property to see if any other mobility accessible rooms were available with roll in showers. First, the front desk girl said she had a room with 2 queen beds with roll in shower available. That was great . Told her I would take it and asked her if she needed our IHG member number. By this time, she retracted and told me it was not available but she had one just like it with a regular walk in shower. I asked if it had grab bars in the shower, a hand held shower head, and grab bars by the toilet to which she replied no. So I explained to her that those items were particularly important for us. So I told her that looking at the IHG app, I saw the king suite with roll in shower. So I asked was it still available. She replied that it was so I reiterated for assurance that it did have a roll in shower and grab bars by toilet and in roll in shower. She answered in the affirmative. I did this because on the app, it showed that room available as well as a king suite with comm accessibility which does not meet our needs. We arrived at the hotel within fifteen minutes of this conversa