Eileen Schoch traveled to her mother's funeral in Asheville, N.C. and found the hotel room — the one she'd called about in advance — wasn't accessible as promised.
Schoch, who uses a wheelchair after two strokes, couldn't use the room's toilet without assistance from her husband or daughter. The grab bars were in the wrong place. She couldn't get into the shower because it had a door too narrow for her wheelchair. She got sponge baths for three days.
Nor could she reach the tall bed from her wheelchair. The hotel gave her an uncomfortable cot, instead.
"You feel that you're treated as a second-class citizen. And you don't count," says Schoch, a retired educator from Schenectady, N.Y.. "And it's not a nice feeling."
Schoch said she considered switching hotels, but she wanted to be close to other family members. After all, they'd picked that hotel because she'd chosen it first. The family brought business to the hotel, booking four rooms for three days.
Schoch asks: "After that experience, who would want to travel?"