I recently stayed at a Las Vegas hotel that had shuttle service to and from the airport. I asked about the accessibility of the shuttle when I booked my room, and they said it was wheelchair-accessible. There was no problem with it when I arrived, but when I went to go back to the airport I was told that the shuttle was broken. They had the doorman call an accessible taxi for me, but said that I would have to pay the fare. I don’t feel this is equitable, as I picked the hotel because of the accessible shuttle. The manager didn’t agree with me; in fact she was very rude to me. What do you think?
The law is on your side in this case. If the property provides a free shuttle, they also have to provide an accessible shuttle, even if they have to contract out the service and pay extra for it. The manager was dead wrong. You shouldn’t have had to pay for the taxi ride, when they were unable to provide accessible transportation for you. I suggest that you address your complaint to the hotel’s corporate headquarters, so they can refund your taxi fare and make sure that this doesn’t happen to other guests. Obviously there is a manger there who doesn’t understand the law, but guests should not be penalized for her ignorance.