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They didn’t have the accessible room I reserved — what am I owed?

Disara/Shutterstock
Disara/Shutterstock
Some hotel amenities aren’t that important. Some are.

Having an accessible room, which is required under some state and federal laws, is a biggie. So when John and Carolyn Falabella asked me to look into their hotel’s failure to offer them the room they reserved, I knew it could be serious.

But a closer look at their case one shows just how frustrating it can be to fix a major problem like this, particularly with a chain hotel. I’m not sure if I can make this right, but read on and let me know if you think I should get involved in mediating this dispute.

Falabella had reservations at a Comfort Inn in Arlington, Va. He says he’d made a booking for an accessible room through Comfort Inn’s 800-number, and that he received a confirmation.
Read more “They didn’t have the accessible room I reserved — what am I owed?”