Today on our Facebook page we received a message regarding disturbing treatment of one of our wounded brothers by a Best Western in Monahans, TX.
Below is the events of what happened as told by SSG Chad Staples. SSG Staples was paralyzed after being wounded in Baghdad while giving first-aid to another paratrooper. The call to action below is from SSG Staples and we would love to see Best Western personally appologize to him and the offending employee properly punished for her unprofessional and careless behavior.
“I need some help guys!
I stayed at a best western in Monahans TX yesterday for a pit stop at a rate of 289 for six hours. It was a necessity at the time. For those who might get this message who don’t know me, I was injured in Iraq five years ago and am in a wheelchair. The elevator was down when I woke up, so I called the front desk. The conversation goes as such… Verbatim.
(Chad) Hi the elevator isnt working
(Holly)It’s been down for about an hour
(Chad) Can you send someone up to help me down the stairs ( I said this as calmly as I could, I know Shit happens)
(Holly) Are you serious? (In a mocking voice)
(Chad) (Explains that I am in a wheelchair)
(Holly) Well, what do you want me to do about it? (she said flippantly)
(Chad) Are you fucking serious? I’m in a fucking wheelchair.
(Holly) (Chuckles)So I made a formal complaint after the manager played dumb. The file number is120806-3855.
The lady at the other end sated its a liability thing, and assured me the complaint would be passed on. But, we all know what goes on with these types of things.So, I would like all of you to spread this message to others please. And everyone feel free to call customer support est western and tell them that you would like to boycott the chain untill a resolution o this issue is found. The address is po box 42007 phoenix, AZ 85080.
So how did I get down the stairs? 3 flights. I threw all my bags down with my wheelchair and went down on my ass.”
REMEMBER!!!! If you contact this Best Western in this post BE RESPECTFUL and DO NOT MAKE THREATS OR SAY ANYTHING THAT COULD BE PERCEIVED AS SUCH!
Best Western has been publishing an official statement through their Facebook page as well as other social medias, the following is that message:
While all Best Western hotels are independently owned and operated, we strive to have consistently excellent customer care standards in place at all of our member hotels. We have received the information from Mr. Staples regarding his stay, and we are truly sorry to hear of this matter that occurred during an unexpected area power outage that affected numerous businesses and many people. Customer care agents, the hotel’s general manager and a brand senior vice president have all reached out to or talked directly with Mr. Staples and hopefully have resolved the matter to his satisfaction.
Best Western International has been an industry leader in proactively communicating ADA requirements to its hotels and also has specific training available to address the needs of our disabled guests. We believe it imperative that all guests are treated with dignity and respect. We will continue to emphasize this training to our member hotels.
We respect Mr. Staples’s status as a disabled veteran and the sacrifices he has made for our country. We can only hope that Mr. Staples will stay at a Best Western hotel in the future and afford us an opportunity to express our gratitude.
This story has garnished the attention of the local media and several people have reportedly protested the Best Western in question. Thanks to everyone who is getting the word out hopefully this sort of thing will never happen again and SSG Staples will get the respect he deserves.
***UPDATE*** This is an Official Response from Best Western received at 10:11PM EST 11AUG2012 (Source from our friends at Guardian of Valor www.guardianofvalor.com)
“We recognize that people continue to express concern about a recent event at a Best Western hotel in Monahans, Texas. As an update, we have been advised by the hotel that after a thorough review of the matter the individual involved is no longer an employee. We continue to have a dialogue with Mr. Staples in regards to resolving this matter, and continue to offer our sincere apology.”