The room was not suitable for our wheelchair user. The listing says some areas may not be accessible, so I made sure to indicate when booking that we needed wheelchair access. Although the hotel messaged me multiple times before the stay about things like reception hours and cleaning policies, I was never told there would be any issue with accessibility. However, when we arrived, our room was down five stairs and the room itself had two steps! We returned to reception to ask if we could switch to a room with level access but were told there were none available. Staff did not offer any assistance to navigate the wheelchair on the stairs. Once we finally got to our room, with a great deal of effort and discomfort, we could not leave again until the morning as it was too much work. If we had just been told in advance that we couldn’t have a level-access room, we could have made alternate arrangements. Very frustrating and disappointing.