Gastnutzer
2. September 2024
Based on a previous post, I thought I would share our experience of this hotel. My wife, who is disabled and is a full-time wheelchair user, was told by other disabled people that Premier Inn offer accessible rooms and that they are very good. As she was attending a course in Leeds, we thought that we would stay in Yorkshire for a few days afterwards to visit our daughter whose house is not wheelchair accessible. The nearest Premier Inn was at Catterick Garrison. When booking via the website, it was not clear whether the hotel had a wet room or a lowered bath, my wife needs a wet room. I tried calling the hotel directly but it was never answered. I thus called the 'accessible' help-line and got through to a lovely lady who was able to confirm that the hotel did indeed have a wet room that was available for the dates we needed. I thus went online to book it at the end of May. I had to pay up front as my credit card expired before our visit, I also chose the flex rate as I could then cancel or amend by 1pm on the day of arrival if we needed to. Whilst my wife was on the course in Leeds I stayed with my daughter and decided to pop into the Catterick Garrison on the Tuesday before our visit, to check out its location/access etc. I was greeted by a pleasant duty manager called Danielle who was happy to show me the room (as it was unoccupied) and explained the fire procedures etc. I was sure that all would be well. On the Thursday my wife called me to tell me that she had a bed sore and had been advised to bed rest, missing the last full day of her course and meaning that we should ideally come straight up to Catterick rather than look round Leeds, grab lunnch etc.. She thought that she needed to vacate by midday and so I said that I would try to contact the hotel to see whether we could check in earlier. I called the hotel direct but once again it was not answered (I even hung on for 9 minutes until it cut me off). I thus called the central reservations line and explained the situation to a chap who told me that he could arrange early check in for £10 which would be taken from the credit card I used to pay. I naturally agreed to this and said that the earliest we could be there was midday. In the event my wife had to vacate by 10am in Leeds but we took our time to drive up to Catterick and parked up just after midday in one of the convenient disabled slots outside the hotel. My wife wheeled herself and I took one suitcase from the car and entered the hotel lobby. The first words from the lady behind the desk (whose name was June) was "you can't check in until 3pm".. not even a 'hello". I said that I had called the central number the previous day and was told that I could have early check in. June said "you can't have done, as you can only do it at the hotel". I said that I did try to get through to the hotel but the phone wasn't answered. I then said something like, "well that was a nice welcome" and June walked off saying that I had upset her and tha
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