Gold medalist Piers Gilliver was refused a room at Ibis Rotherham East due to wheelchair use, despite lift access.
The hotel said upper floors weren’t an option, citing insurance or fire safety concerns. Piers explained they didn’t require an accessible room. His wheelchair fits through normal doors. He saw a customer lift and a chair for evacuation.
He travels to hotels with many floors often. The hotel asked them to leave and they could not speak to a manager.
Piers and Valeriia sought a cheap hotel. They found the Ibis with a lift for £60. He assumed accessible rooms were fully booked. He said a standard bathroom works fine. As they arrived, staff said no rooms were left. Piers offered to accept a regular room.
The staff said they could only stay on the ground floor. He showed them the lift they possessed. Staff refused attempts to compromise and did not allow him to speak with the manager. Piers and Valeriia had to find another hotel; they got a reimbursement later.
He and his partner face barriers daily due to wheelchairs. Public transport and shops can be difficult. They want equal treatment.
Ibis sincerely apologized for the bad experience, stating it does not reflect company values. Staff failed to communicate an alternative, leading to the miscommunication.
They will retrain the team now to avoid future miscommunication, adding that another hotel nearby was an option.