The dad of a Paralympian has spoken about his frustration after Premier Inn in Romford failed to find an adequate room for he and his daughter, forcing them to leave in the middle of the night.
Ellie Challis, 19, and her father Paul, 60, were told by Mercury Gardens Premier Inn that there was no alternative room available after the hotel's lift broke, and the pair could not access their first floor booking on December 2.
Premier Inn, which has since apologised, said the lift broke down which meant Ellie had been unable to get to her room at 11.30pm that night.
Ellie, a Paralympic swimmer, became Great Britain's youngest medallist at Tokyo 2020, has been left tearful by a spate of such incidents in the past year, her father said.
"It's more than frustrating," said Paul of the treatment his daughter received. "There's been a couple of times where she's been in absolute tears in situations that people have put her in.
"She's not a weak girl either, she's a very strong girl," Paul added.
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Paul said this was not the first time Ellie had experienced such problems (Image: Paul Challis)
Premier Inn said that regrettably a same-night solution had not been possible.
"We’re really sorry for the issues Ellie and her dad encountered at Premier Inn Romford and that they were unable to stay as planned," added a statement.
Premier Inn said the problem had been caused by circumstances outside its control, but added that it had refunded the cost of the room and added a complimentary stay as a "goodwill gesture."
But Paul said the refund did not help much.
"That didn't even cover a three-night stay or my petrol costs," Paul said. "It isn't just about us - it's about disability treatment in general, it's quite backward considering where we think we all are.
"She [Ellie] is now saying she doubts she can stay in a hotel on her own."
Paul said they waited from 11pm until 1.30am in the hotel reception with no solution offered.
They then had to drive back to Manchester, where they live, making Paul's next day trip to Tunbridge Wells nine and a half hours instead of one and a half.
"It was extremely tiring," he said. "I got to my meeting on Monday fairly out of it to be honest."
But Paul said what was most important was ensuring better care for disabled guests such as Ellie in future.
"It's completely wrong," he added. "I've got no sympathy for myself, just sympathy for an ongoing situation that life puts her through, for someone who is so determined to go on normally.
"Its just another dent to her confidence and things she probably wouldn't do on her own again."
Ellie, who recently passed her driving test, has stayed in Romford's Premier Inn between 40-50 times with her father, he said.
They pair often come back to see family in nearby Rainham and for swimming events.
Paul said it was important procedures were improved on in future and called for greater awareness in all walks of life.
"Ellie's been left on trains, people refusing to put her on, she's been pulled off a flight because of an assumption she can't do something.
"Common sense just needs to be applied," Paul added.
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