When we booked the hotel in trip.com, I have stated that there is one visitor using wheelchair and hope that the hotel would arrange a room suitable. Upon arrival, we found that there was a big stairs in the room to go to washroom. We asked the receptionist how the elderly able to go to the washroom, she just kept repeating the fact that this waa the room type we booked but we could choose to pay extra to upgrade. When we trying to express our complaint that they should reach out if the room type not suitable for someome requiring wheelchaie, she just repeating "you didnt book with us directly, you ahould complain the platform (trip.com) instead of us." I am so disappointed about how we treated, esepcially with elderly.
Перевести