Hotel Nuevo Mejico

We left without staying. My friend had booked and paid for a handicap-accessible room because her son uses a wheelchair and needed ramp access and an accessible shower. But the room we were given had stairs at the entrance and was completely inaccessible. An employee acknowledged that an accessible room was available, then said my friend would need to pay over $200 more to move into it. She explained that accessibility was already included in her reservation and asked to speak with someone who could fix the problem. Another employee repeated the same demand on the phone, with no empathy or understanding. More than two hours went by while her disabled son waited in the car. My friend eventually spoke with the owner, and I heard the whole conversation. The owner kept confirming that an accessible room was available but insisted she still had to pay extra. After my friend continued to explain that charging more for accessibility was unacceptable, the owner abruptly canceled her reservation. The experience was deeply upsetting and unacceptable. Asking a guest to pay extra for the accessible room they already booked, then canceling when they speak up, showed poor service and a lack of compassion and accountability. I’d strongly caution anyone traveling with a disabled family member to look elsewhere.