A family claim they had to head straight home from their holiday because Premier Inn failed to offer them the right room.
Andrew Henry had headed down from Manchester to Cardiff with his parents Ian and Linda to meet his sister's in-laws for the first time, only to discover something wrong with his booking.
Linda had reserved a disability room on the ground floor of the Cardiff South Premier Inn and a room next to it, so she and Ian could keep their door open in case Andrew needed them.
The 25-year-old has cerebral palsy and is unable to lift himself in and out of his wheelchair, and needs round-the-clock supervision from his parents.
Despite the family booking three months in advance and checking the reservation was right multiple times, they arrived to discover the adjoining room had been given to someone the night before.
The family claim that there was no alternative in the Premier Inn and nowhere else able to take them - so they had to get back in the car and return to the North West that day.
Andrew is among the shockingly high 90% of people with a disability who have experienced a problem while booking a trip. In fact, over half of people with disabilities find holidays stressful and a third find them frustrating to plan and book.
"It was very, very disappointing," Ian told The Mirror. "We'd never met the in-laws and they'd taken time off to come to Cardiff to see us. I'd also taken three days off work.'
He claimed: "We explained the reason it was essential for us to have adjoining rooms and that we had confirmed with the hotel twice, but the receptionist simply wasn't interested."
Ian and Linda know to book early to secure an adjoining room - which is essential as Andrew is also prone to suffering from epileptic fits - so his bed can be raised in order that hoisting him in is possible.
"On arrival Linda went to book in while I got Andy, the luggage and his hoist out of the car, only to be told by the receptionist that we had two rooms, one on the ground floor for Andy and one on another floor for us," Ian said.
"They just said we have to go home. There was no coffee, no manager. My daughter rang round but there was nothing available. We went to the daughter's but couldn't go in there for a brew, so they came out and said hello."
After they got home from the trip Ian claims he asked Premier Inn for a refund and compensation for the costly disappointment.
He says he has received the former but not the latter.
The reality for Andrew, Ian and Linda is that holidays abroad are too difficult to consider, and those in the UK are often made difficult by "bits and pieces that are wrong".
"It's easier to stay home," Ian said. "I'd love to go on all these holidays abroad but that isn't going to happen, I've resigned myself to that."
A spokesperson for Premier Inn said: "We are sorry that there was a misunderstanding with a room allocation back in 2021.
"Our team understood that a guest had requested two rooms next door to each other, which we endeavour to accommodate but is never guaranteed, as opposed to an adjoining room.
"The team were unaware of the reason for the adjoining rooms. We are of course very sorry that there was an issue caused. We apologised to and refunded the guest at the time."
