Originally Posted by CJKatl

Unfortunately, that ADA desk means you will be given a handicap room. I've gone that route before. A couple years ago, Marriott stopped requiring this go through the ADA desk. Even when it was handled by the ADA desk, some hotels couldn't care enough to actually defeather the room.

Marriott has a program that hotels should be able to follow. I should be able to follow the procedure and get the feather free room. When I call the hotel directly and am told it will be done, it should be done.

The manager at the Virginia Beach Springhill Suites seemed to not get that multiple employees lied, which points to an environment where that must be the norm. The housekeeper who claimed to have defeathered the room lied. The front desk employee who told me he checked lied. The person the front desk clerk pawned the task off on, which he told me only after I discovered it had not been done, lied. It wasn't one person dropping the ball. It was many employees.

The first night, apparently someone changed my room at some point. My guess is this was not communicated to housekeeping, so when they rechecked the first room, they likely switched things back to what they still thought should have been done. If a room is blocked, the room should be blocked. This isn't the first time someone has decided that "blocked" means "go ahead and put someone else in the room" with a similar outcome.