Help with hotel complaint

[Kerence]

Can anyone give me advice please? I stayed at a hotel Saturday & my partner & I had told the hotel twice in advance we were coming with a 3 month old baby & on the 2nd night I'd be on my own with her. It was definitely in the notes on our booking as I saw it. Anyway, when we arrived with pram, Moses basket & a suitcase each we were given a room on the 2nd floor only to find there was no lift & the only access was 2 flights of stairs. It was a nightmare! It was very late, so first thing in the morning I asked to move to the ground floor, they said no. i ended up checking out a day early as I felt trapped, I really needed the pram to help me get my baby & her bags out. Do hotels have a duty of care for this kind of thing? Is it a health & safety issue? Is it acceptable to have expected me to carry my baby up & down 2 flights of stairs with luggage? I'm speaking to the manager tomorrow to ask for a refund, but I'll get nervous & wont know what to say, so just looking for advice on why it wasn't appropriate to give us that room. Help!

Did you specifically ask for a ground floor room when you booked?

Unless you asked for a ground floor then no you aren't entitled to a refund.

Was there no Porter or receptionist who could have helped with luggage?

Or a cupboard or luggage store ground floor you could have stored the buggy?

It would not have occurred to me that you would be taking a pram up to the room. I'd have expected a sling/fold up buggy

But did you ask for a downstairs room when you made the booking or for help up and down with your pram/bags etc? When you realised the room was upstairs? I'm not sure you being alone with the baby is any of their concern really many people can look after babies alone.

How did you book the hotel? Was it via a website? If so was lift access mentioned anywhere?

Um sorry can't see why this is the hotels problem. Unless you requested and ground floor room in advance and they agreed?

It would have been good customer service for you to have been informed that your room was only accessible via stairs as there was no lift when you booked. That way you could have made a decision on whether to go ahead with the booking or not. Was a porter not forthcoming to help with luggage?
As a comparison, my friend and I stayed with our kids in a hotel in Scarborough once. It was a 5 storey hotel and our family room was on the third floor. We had 2 babies and 2 toddlers with us plus prams, travel cot, all the usual baby gubbins. The owner saw our dismay when faced with the stairs and said, "Oh don't worry, I'll take your luggage up, you just deal with the little ones", and proceeded to sprint up the stairs with the first our stuff. Three journeys it took him, and he was brilliant.

I don't think I've ever taken a pram into a hotel room, I wouldn't want to put dirty wheels onto their carpet.

I think you should have asked for a ground floor room in advance, I don't think you should blame the hotel for not thinking about it.

Couldnt your partner do the luggage and pram whilst you carried the baby? Or vice versa? Or did you ask for help?

I don't think it's a big deal.

Also - if you made a booking through an a website such as Laterooms - the hotel may not have seen your request

Did you take a car?
I would have stored the pram in the boot of the car and carried the baby
I don't really see where you are due a refund
You didn't request a ground floor room and you didn't ask for help with the stairs. I'm sure someone would have helped if you had asked

Sorry - ive just seen you were on your own on the last night. Im sure someone would have been willing to help.