LastMinute.com review: Accessible room

Hi! I booked a 3 day trip for myself and a friend, (Booking ref:[protected]) from the 7-10th October 2023. We both have disabilities around mobility, so when I booked the trip, I repeatedly asked the Agent to make sure the room was an Accessible one.

When we arrived we were sent to the 4th floor, twin room, and found a walk in shower but no handrails in the bathroom at all, and no raised toilet seat. We were shown by reception the communication from Lastminute.com with no request for an accessible room. The Royal Yacht Club offered to move us next day to an accessible room across the hallway. Told us to pack and be ready by 12.30pm the next day to move.

Next day we packed, ready to move by 12.30pm, as they had told us. A concierge came up and helped move our bags to the double room with accessible bathroom. The bathroom had a raised toilet seat with handrails. There was no walk in shower, but a bath with no handrails. Neither of us would have been able to scale the side of the bath. This was not an accessible room so after explaining this to the manager on the phone, we were offered our old room back. There was no other option available for us during our stay. To top things off we had no hot water due to a gas issue on the whole island, so this was an additional factor which spoiled our trip.

We were not impressed by the Agent's assurance of the accessible room. He even told me to hold whilst he made the relevant checks we could have an accessible room. This kind of action is not acceptable. It's vulnerable people you are dealing with who are just trying to have a nice break somewhere. People who don't get out much and after the trials of flying and getting form one place to another with minimal addition to their physical pain, want to relax safely in their accommodation. So yeah, I am upset not only for myself, but for my friend too! We certainly were in need of the handrails.

I await your response as how we can move forward on this matter, and if you have any further queries please do not hesitate in contacting me on [protected]@hotmail.com

Best regards,

Anne Pusey