I booked a room at Country Inn and Suites because my family was going to enjoy Kings Dominion's Winter Fest and bring in the new year. The room was booked several days in advance. Unfortunately, we did not get to stay. As I rolled in on my knee scooter with a cast on my foot and begin the check in process, the receptionist waits to inform me that the elevator was out of service and we would have to take the stairs (to our room on the 3rd floor). HOW was I supposed to climb 3 fights of stairs in a cast??? I couldn't believe I had to point out the obvious of what was seen when I entered the hotel - I had mobility issues. Then she proceeds to tell me that there is no other room available. So I asked for a refund. Her mouth said okay; however, she didn't move, except to start typing on her phone. I began checking the 2 hotels next door.
Apparently, she looked up one because she told me they were full as well. She still hadn't processed my refund. Finally, I found a room at the other one and asked about my refund. She told me she hadn't processed it in case the other hotel didn't have a room. Even if they didn't, my situation still had not changed - I was unable to go up the stairs. So finally she processed the refund and immediately was back on her phone on a private call as I signed the paper. At rate, a simple email about the elevator could have helped avoid this awful experience.