A woman who relies on a wheelchair said she was left waiting for hours in a café at a Travelodge hotel because staff did not book her into an accessible room. Bethany Handley said the hotel made her feel as though she was the problem for using a wheelchair and complained that she is “disabled by Travelodge not having a safe place” for her to stay. Handley said staff assured her that an accessible room was booked, but upon arrival, they told her it was not available and placed her in a regular room. Handley could not access the bathroom due to its narrow door and complained to a manager, who responded dismissively, saying “it doesn’t matter”.
After her condition began to deteriorate, Handley lay down on a sofa in the hotel café whilst she waited for staff to find her an accessible room. Eventually, hotel staff found an accessible room at another hotel at the opposite side of London. Handley’s mother left her there after which she found another hotel nearby with available accessible accommodation. She subsequently complained that the ordeal cost her £400 and left her feeling unwell for an appointment the next day.
A Travelodge spokesperson apologised to Handley for the “reservation for a standard room rather than an accessible one” that was made by a travel agent. The hotel chain said employees tried to “accommodate her needs,” but “were not able to provide an accessible room” at the Farringdon hotel for the first night of Handley’s stay. Travelodge has offered her a full refund which she accepted. Handley, who is an author and disability rights activist, called on Travelodge to offer better service to disabled people
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