Arrived at the Jacksonville Hyatt Regency Riverfront in Jacksonville late Tuesday. Went to our room only to discover that it had a bathtub and not a roll-in shower, plus the toilet wasnt handicap-accessible height. The bellman called the front desk who recommended that we spend the night there and they would have the correct room on Weds. I asked what they would do when I fell trying to use the toilet. We went back down to the reservation desk. I produced the reservation confirmation which confirmed the HA room with a roll-in shower, plus, I had called twice to ensure that we had the necessary room. They admitted to miscommunication on the part of their staff and were told they would work something out. Joe and I were livid. 1 1/2 hours later, the room was ready. Im assuming they hustled someone who didnt need a RI shower into the room they tried to put us in. The manager and assistant manager have apologized repeatedly and the entire staff is treating us with kid gloves. We were promised anything we wanted, and they will pay for any food/drinks during our stay. I appreciate their acknowledgement of their screw-up, but it should never have occurred in the first place. I will email their corporate offices and, not only about the problem, but also with how the staff handled it. Its worrisome when we travel for just this reason (among others). Its not like we can be put in just any other room or even just automatically sent to another hotel. However, we are now having a great time -- its warm and sunny and weve been exploring the city.
Posted on: Thu, 24 Oct 2013 14:07:20 +0000
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