4/10 Poor
Quan
Traveled with partner
Feb 13, 2026
Liked: Cleanliness
Disliked: Amenities, property conditions & facilities
I stayed at Real Toledo by Kavia and, although the hotel is clean and the staff are polite, my experience was seriously affected by how the hotel handled my accessibility request.
I contacted the hotel in advance to request a ground‑floor room because my wife has mobility limitations. The hotel confirmed the note on my reservation, so I expected them to prepare accordingly. When we arrived, we were still assigned a room on an upper floor. This was not a last‑minute request — the hotel had plenty of time to review it and notify me if they could not accommodate it.
Because management did not address the issue sooner, I had no opportunity to look for an alternative hotel that could meet my wife’s needs. This created unnecessary stress at check‑in and made our arrival much more difficult than it should have been.
I hope the hotel improves how they handle accessibility requests and communicates clearly before guests arrive. I am also asking Expedia Customer Service to investigate why my confirmed accessibility request was not honored, so future travelers with mobility needs do not face the same
Quan
Stayed 3 nights in Feb 2026
