Jay Honeck wrote:

8. Upgrade Scammers
These are primarily travel agents. They will make an on-line booking for
their client in one of our cheapest suites -- which are on the third floor,
and we don't have elevators. This fact is clearly labeled on everything any
travel agent has access to.

Their client will then show up, and turn out to be elderly or handicapped in
some way, meaning that they clearly can't climb steps. They will then
expect us to put them in a ground floor suite for the same price, even
though the ground floor suites are 50% larger and have hot tubs.

As much as I sympathize with you on most topics, what you describe is
in effect a violation of title III of the ADA (whereby you are
charging your handicapped guests more money for your services -- does
not really matter whether or not it is advertised); in the
long run, an occasional free upgrade will cost you a lot less than
a lawsuit (even though the odds are overwhelmingly in your favor, i.e.,
very few of such suits ever go to court and even fewer award anything
to the plaintiff, you might meet someone with a better lawyer or
just lucky)...

--Sylvain