"I booked three rooms including family members that ranged in age from <10 yo to >75. I booked months in advance to make sure the rooms were kept as close together, and on the first floor due to mobility issues making stairs with luggage an impossibility.
A week or so before the booking, I called ahead to make sure that the note could be seen, and reemphasize the importance.
While it was still too far in advance to guarantee exactly which rooms we would be in, I was assured the ground floor was no problem and the notes were on the account to assure our rooms when the staff assigned guest locations.
After driving six hours, my party of seven arrived. The motel had booked us on the 2nd floor.
It took me having to get snappy (which wasn’t difficult after the drive) before the rep would start trying to place us on the first floor.
I do appreciate that she got us on the first floor (although in different buildings)— but I shouldn’t have had to get irritated first. She acknowledged that the notes were there, but the previous staff who assigned the rooms must have missed it.
Other than that customer service miss, the place was more comparable to a hotel versus a motel, with nice clean rooms with ample space, and a beautiful outdoor pool and hot tub that we made use of.
However if you have special requests, make sure you call that morning as well even if you have notes on the account and had previously confirmed via phone."
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