MONAHANS- The Best Western employee in Monahans who is accused of humiliating a disabled vet is on administrative leave as hotel officials are investigating the case.
Hotel officials are publicly apologizing and saying it's a situation they're learning from.
"I think the biggest thing here is that we are deeply sorry for the situation and I think that's not corporate speak, that's from a human element. I personally feel sorry how the situation went down," Best Western Representative, Marcus Gamo, said.
The apology coming after Staff Sergeant Chad Staples claims he was mistreated by an employee.
Staples, a wounded veteran, said he needed to get down three flights of stairs after the elevator wasn't working due to a power outage. But instead of getting help, he claims the woman laughed at him.
"It's not like I was asking to be carried down. All I needed was someone to help navigate my wheelchair down so it wouldn't break. This shouldn't happen and it doesn't matter that I'm a vet," Staples said.
According to Staples, he got angry and accuses the desk attendant of refusing to help him. He then threw his luggage and wheelchair down three flights of stairs and proceeded to crawl all the way down. An investigation is now underway.
"I understand his stance, I understand that he wants to see some action taken and the one thing I would say to people is to be patient as we're going through the investigation. We want to make sure we have our facts straight," Gamo said.
The employee at the center of the allegations is currently on administrative leave. Staples has since received a refund for his stay and hotel officials say this experience will help them re-emphasize customer care is paramount for any of their guests.
"We're going to make sure that we go out to more than the 2,000 locations here in the U.S. and Canada to re-enforce our customer care guidelines and use this an opportunity to talk through ways for guests who have disabilities so we see this an opportunity to re-enforce those standards with each property and each employee," Gamo said.
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