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Case 347 - Hotel chain could not provide a lower mattress for a disabled customer

Issue

Enquirer is disabled and in a wheelchair. She had requested and been provided with a lower mattress in the same hotel (which is part of a hotel group) twice before, however, on a third occasion the hotel advised that they could not provide one as "this is not in line with our health and safety legislation, nor our insurance cover".

Panel opinion

There are no provisions of health and safety legislation that would prevent the hotel agreeing to a guest’s reasonable request for a lower mattress. The response from the hotel chain simply does not stack up, given that it had been able to provide lower mattresses on previous occasions, had prior notice of the request on this occasion and had confirmed that the request would be met. This is a clear case of poor customer service and poor communication and disregard for the needs of a disabled customer.

2015-02-16