HomeTowne Studios Houston - West Oaks

Worst experience of my life!!

A hurricane hit Houston in early July and my uncle, who's in a wheelchair, did not have electricity. I searched online and this hotel showed availability. I called to book the reservation because I wanted to make sure the room would be wheelchair accessible. The person on the phone spent a lot of time getting the reservation set up and then informed me they won't take a third party payment (I couldn't pay for my uncle since I wasn't staying in the room). I explained that he didn't have a credit card and he needed a place to stay since his house was hot. They suggested calling the hotel directly (I had called the number on their website, but they gave me a different number) or booking online. Nobody answered when I called, but since the website showed availability, I booked online. I got my uncle an Uber and they drove him the 9.3 miles to the hotel - and it was CLOSED. My uncle called me and I had to book a return trip to his house. So we're out nearly $60 and it was a waste of his time (though he got to sit in an air-conditioned car for an hour). I know times were difficult because the hurricane had hit, and it's reasonable that they would be without power and need to be closed. But how hard would it have been to put a message on their phone and turn off the reservations on their site? They had to know that people were desperate to find a hotel room, and I'm guessing he probably wasn't the only one who ran into this issue.