This motel offers good flexibility for cancellations which was our biggest deciding factor in staying there as we were travelling down for my hospital treatment and needed to be able to stay somewhere we could tweak the dates to stay if for some reason the hospital postponed the treatment start. At this point All seemed to be well in terms of the service we received over the phone during the booking process, we booked asking for very specific requirements for our rooms and we felt at the time of booking the understanding of these needs by the host seemed to be all very good and understood. We also rung the day before we arrived just to clarify that our rooms were as requested still and reminded we had very specific needs due to medical and health reasons and again we were reassured that all was as requested. Well we got a real shock fast when we arrived at the motel and found that none of our booking requirements had been met at all for either my parents room or for ours. :( We had requested the wheelchair accessible room for my parents, and second a ground floor unit for us. .We had asked that our room was placed downstairs near to my parents who were to be in the wheelchair unit as I have 2 autistic children , and suffer a brain tumour (reason I was there for treatment and had my parents there to help) and my mobility for stairs/seizures at random times makes it extremely agonising to navigate stairs let alone dealing with the special needs children who have very little danger understanding with heights so it was so anxiety inducing at a time that was already very scary for me to find that we had been placed in an upstairs unit . My parents were also NOT placed in the wheelchair room, and my disabled mother had to climb steps and not be able to use her wheelchair at all for 3 nights - this is hideous for someone who is a full time wheelchair user!!!!. She was not able to come up and help me with my children overnight as it was needed as she couldn't access our room! How does this happen? It actually really sucked for us all. The host was unable to rectify this situation because the motel was full, and we ended up having to make do. I don't feel like our needs were listened to or met at all and I was very frustrated at the situation and lack of help given when we were explicit on our needs when first booking, especially with also being proactive to call the day before to ensure our booking requests were being upheld. When people request certain things, either tell them you can't meet those requests or actually listen and ensure those requests are followed through when promised. There were an elderly couple in the wheelchair room, so why didn't they either tell us or them at the time of booking (whoever tried to book it last) that the wheelchair room wasn't available? I couldn't believe it. It left us feeling like they had taken our booking knowing they couldn't fullfill the requirements and hoped that it would be ok? well it wasn't o
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