We reserved an ADA Mobility room and requested that the bed be no taller than 24 inches for safe transfer from the wheelchair. When we arrived - absolutely exhausted as most travelers are - the bed was MUCH taller than requested and I couldn't make the transfer. There wasn't anyone available to help lower the bed until Maintenance arrived in about an hour.
When Maintenance arrived, he came and helped my husband remove the bed frame. It took less than 5 minutes!
My medical condition - end stage multiple sclerosis - is exacerbated by undue stress and extreme exhaustion. The neglect on the hotel's part could have easily resulted in a hospital visit for me. We were given 500 IHG points for our inconvenience.
We left before Ms Beatse arrived the next morning, but left a message requesting that she call to discuss more generous compensation. That request was neglected as well.