Mantra Quayside - Port Macquarie NSW (booked via Expedia)

Unfortunately this stay was a true example of no matter how well you plan, no matter how many able bodied staff members you speak to or brochures you read - do not take anybody but another person's personal account of if somewhere is #wheelieaccessible before you #travel

I booked through Expedia as had a small credit on account to use. I'd had a poor experience when booking #SeaworldResort through #Expedia so was very careful to thoroughly check room description, then also chat with an online support agent to confirm the details where correct.

To my surprise I received an email from the reservations team at Mantra Quayside advising that the ' Riverview Studio, Jetted Tub ' was unavailable but they could 'upgrade' us to the 1 bedroom accessible apartment at no additional cost (it was actually less than the room I booked at the time by $10). I confirmed that I had triple checked accessibility with Expedia, emailed them screenshots of how room was advertised. They apologised and assured me alternative room would be accessible, including balcony as I explained this was an integral feature (I cannot deal with continuous air conditioning so need access to fresh air).

We arrived at Mantra Quayside at about 9:30pm - late check in process was easy and we proceeded straight to carpark where we found an accessible spot easily. There was direct lift access up to our room.

This was the Wheelie Accessible room I was greeted with...

I advised management straight away but by the time we'd gotten a response my amazingly quick to act partner had already rearranged furniture and made balcony #accessible for me. I made some video's next morning to show from my perspective how #accessible the balcony was - and of course the stunning view of the local shopping centre carpark.

The balcony itself was exceptionally dirty with thick cobwebs on walls, rails and windows.

Bedroom

There was a very tight bedroom that did not have one #accessibility feature I could find at all. I was forced to sleep on window side of bed (not my usual transfer side) as absolutely no room on other - and it had a very scary drop to adjacent balcony. This would be especially dangerous for any elderly, or those with poor vision, or just clumsy to be honest. There where also some 'alternative' fixes to broken shelves. I'll let the pictures and video speak for themselves.

Lounge / Dining & Office

There was a spacious dining, lounge and office area. I couldn't fit under dining table to use - nor the desk so #accessibility had not been considered. The powerpoints where also in an odd location for anyone to be able to use.

Bathroom

I have no other way of describing the toilet in bathroom than it was possessed. Whenever a neighbouring or upstairs room had a shower this is what happened

There where a lot of grab rails in useful locations. There was also a fold down shower seat - once I folded it down I saw how filthy shower was so I didn't actually use. The sinks where also too low for me to clear so couldn't even reach taps to wash hands.

Overall the saddest part of the entire experience was that even as a loyal Mantra Brand customer since back in the Breakfree Days 20 ish years ago (I'm that old) nobody cared or tried to assist to make the experience better in any way. I think I've literally stayed in a #Mantra hotel in every state of Australia (not the territories).

I received this email on October 24th (day before my birthday) but to date have not received any further response or refunds from Mantra, Expedia or their representatives (current 25th Nov)