Horrible with Reservations and Customer Service
I had out of town guests in the summer of 2012 and was looking for accommodations close to my house. I needed handicap accessible facilities for my 86 year old Grandmother and after looking at Quality Inn Central Denver on-line I drove to the property to ask about their accommodations for guests with special needs. The front desk clerk let me up to see a handicap accessible room and it did not have a walk-in shower. When I asked about the rooms with walk-in showers she said they "did not have any that were unoccupied". I decided to book and she explained that I needed to call the central reservations number to make my reservation.
On the call with the reservations attendant I was very specific about asking for a room with a walk in shower and also a connected room for my father. My grandmother also suffers from mild dementia and both my father and I wanted connecting rooms in case she woke up confused. The reservations attendant needed to put me on hold a couple of times to confirm that they had the connecting rooms available. After confirming that they did have availability and that there would be 2 rooms, one with a walk-in shower and a connecting room for my father I made my reservation.
Upon arrival at the property they informed me that hotel policy did not allow adjoining rooms to be guaranteed. That the policy was on a first come first serve basis, and they did not have any adjoining rooms. Further there were no rooms on the property that had walk in showers.
As you can imagine, I was very upset that I have my 86 year old Grandmother in town and the reservation was apparently a "we will try to accommodate you" vs. a "you will get what you pre-paid for". I felt that the organization deceived me just to take a reservation and not necessarily the reservation I needed. I travel for business a couple of times a month and have been doing so for years. I have never had this experience before and as a result did not expect this situation to occur. 
What is also frustrating is the way the Hotel manager on staff July 7th was trying to explain that this was my fault. That I should have known that the hotel policy was a first come first serve basis, and that the facility had no walk in showers. Explaining that (a) the reservations attendant and (b) the front desk clerk from my previous visit respectively said "you are confirmed for 2 adjoining rooms one with a walk-in shower" and "I don't have an unoccupied room with a walk-in shower for you to see" led me to believe that they did have rooms with walk-in showers and that I would have adjoining rooms. At no point did he apologize and after 30 minutes was able to get rooms next to each other.
After explaining this to my father and Grandmother we decided to take the rooms next to each other and not try and make other accommodations at the last minute. So no shower for Grandma during her visit, and we were concerned each night about Grandma waking up in a strange place and not knowing where she was.
I have not had experience traveling with people with special needs but this was really an eye-opening situation. Also I don't usually post comments on sites, but the way the staff on site handled this was really frustrating and I hope by posting that others who have special needs can get a little more information and possibly some more questions to ask.