We had a confirmed and fully paid family room booking and had informed the hotel that our son uses a wheelchair

We had a confirmed and fully paid family room booking and had informed the hotel that our son uses a wheelchair. On arrival at approximately 21:00, we discovered that his wheelchair could not fit through the room and bathroom doors. We were advised that the only alternative was a paraplegic room with a connecting room at an additional 50% cost, which we could not afford. After 22:00 on New Year’s Eve, we were told that without paying the extra amount, no assistance could be provided. We were also denied an immediate refund, leaving us without accommodation or access to our funds. This experience felt discriminatory, as the advertised family policy did not apply to us solely because our child uses a wheelchair. Six days later, we are still awaiting our refund.