A WHEELCHAIR user has complained that she was unable to use the bathroom at her holiday hotel, even though travel bosses knew she was disabled. Elaine Pickering pulled out of the National Holidays trip to Oxford after finding the bathroom too small for her needs.

She had listed her disability on the booking form and was pleased when she was allocated a room at the Coventry Hill Hotel with easy access. But she said the toilet was too low and there was no room to use the built-in shower.

Elaine, 59, of Bill Quay, Gateshead, said: “I informed them at the time of booking that I was in a wheelchair.

“When I arrived I was pleased to see disabled access and was given a room which was easily reached.

“But the toilet was too low for me and there was no room to use the shower.”

Elaine cut short the trip and returned home on the train. She said: “I rang to complain but customer services said that I had not specifically requested a disabled room.

“But they already knew I was in a wheelchair and should have known that I needed a room with plenty of space.”

I asked National Holidays for their point of view, and asked if there was anything they could do. A spokeswoman said: “A walk-in shower was not requested at the time of booking and, unfortunately, the hotel had no other rooms.

“The customer has to accept some responsibility for not giving us the information.

“We are, however, considering something for her.”

Elaine was later offered £100 in vouchers off another holiday but has rejected it. She is now in the process of making an official complaint. The spokeswoman said the case needed further investigation and she would wait for the formal complaint letter before making further comment.

Source: Sunday Sun

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