Coronation Street star Cherylee Houston has hit out Booking.com after hotel staff asked if she ‘minded’ being lifted up a flight of steps to her ‘wheelchair accessible’ room.
The disabled actress claims she was left in tears after booking a stay through the online travel giants only to receive a call from the hotel enquiring about her wheelchair.
Houston, who has the degenerative disorder Ehlers-Danlos syndrome, was asked if the chair was ‘modern or old fashioned’ as ‘there are steps to the accessible room’.
The TV star claimed staff then asked her if she would ‘mind being lifted every time you enter or leave the hotel’, adding the room was accessible ‘once you get in’.
Houston, who plays Izzy Armstrong in the ITV soap, revealed her frustrations on Twitter, where she received support from her co-stars and fans.
Coronation Street star Cherylee Houston shared a snap of her stuck at the door of previous hotel that claimed it had accessible rooms
The disabled actress claims she was left in tears after booking a stay through the online travel giants only to receive a call from the hotel enquiring about her wheelchair
She wrote: ‘Once again I booked a hotel on @bookingcom and again the hotel phoned up and said “is your wheelchair modern or old fashioned as there’s steps to the accessible room”. Me “Erm that’s not an accessible room”.
‘The hotel “Yes it is once you get in and we have another accessible – room without steps”. Me “We’ll have that one then”.
‘One hour later the phone rings, hotel again. “We have two steps into the hotel, would you and your friend mind being lifted every time you enter or leave the hotel?”
‘I booked this using your search boxes or disabled access. Help! I’ve been on hold for 20 mins now@bookingcom whilst they try and sort out another booking which isn’t wheelchair accessible when it booked saying it was.
‘It’s really frustrating to keep having to give your time to sort other people’s mistakes – that is the bane of disability. can’t do anything for 24hrs? @bookingcom
‘I was on hold for half an hour just to be told you can’t do anything for a day… Please will someone call me. This is terrible service for wheelchair users.
Houston (pictured), who has the degenerative disorder Ehlers-Danlos syndrome, was asked if the chair was ‘modern or old fashioned’ as ‘there are steps to the accessible room’
‘I am sat here in tears of frustration as again access has made things really difficult for me just to get on with my life. Everyone knows being on hold to call centres is frustrating but when it’s not your fault and they say they can’t help as he couldn’t get hold of the hotel to book the accessible room.
‘I don’t want an accessible room in a hotel that I would have to be lifted into. That is not accessible. I would like an alternative sorting without it taking my day and tears to sort.’
She shared a snap of her stuck at the door of previous hotel that claimed it had accessible rooms and said: ‘What happened to me the other year when I booked accessible accommodation with you @Booking.com then it took days to sort out and you gave me a 20% refund… this time I expect a replacement room. I’d also love to start the conversation with your managers. I could help!’
Houston, who plays Izzy Armstrong in the ITV soap, revealed her frustrations on Twitter, where she received support from her co-stars and fans
She also uploaded a message from Booking.com that read: ‘Hi Cherylees, The property has informed us that they already contacted you regarding your room access, and that they did gave (sic) you their accessible room but there is two steps at entry to the hotel and they do not have any kind of rampe (sic) to access it but to access the room will not be an issue.
‘If you have any other questions please do not hesitate to contact us.’
Co-star Lisa George told her: ‘Oh darling so sorry you are having to deal with this .. yet again!!! – so you can’t get in the accessible room because the hotel isn’t accessible!! – right!!!makes me so cross.’
And Street pal Georgia Taylor told her: ‘Absolutely unacceptable @bookingcom Chez I’m so sorry you’re having to put up with this xxx’
A spokesperson for Booking.com told MailOnline: ‘As part of our mission to make it easier for everyone to experience the world, we continuously strive to provide travellers with transparent and accurate information on our platform, including when it comes to the accessibility options available at a given property.
‘In this instance, the customer did not receive accurate information about the property’s accessibility features, which we deeply regret.
‘We have since offered a full refund, and worked to relocate the customer, covering all associated costs.
‘Properties are responsible for the information they list on our website, and we have teams all over the world working with properties to ensure information is accurate.
‘If and when we learn something is not, we will work quickly to correct or remove the property from our site.’