"As a 78-year-old disabled veteran with severe back issues and a hip replacement, a supportive mattress isn't a luxury for me-it's a strict medical necessity. My wife and I both have disabled license plates, so we specifically look for accommodations that won't exacerbate my condition. Unfortunately, our recent stay at Shutters on the Banks in Kill Devil Hills was a deeply disheartening experience.
We booked an eight-day stay through Expedia and were assigned a second-floor room. The mattress was in very poor condition: completely worn out, overly soft, and entirely lacking support. After just one night, I woke up on May 12, 2026, in significant pain. Knowing the room was unfit for my medical needs, I respectfully asked management to cancel the remainder of our stay and issue a prorated refund.
Management flatly denied the request.
What made matters worse was how dismissive they were. I was told the mattress was a Sealy Posturepedic and only two years old—as if the brand and age somehow erased the actual physical pain it caused.
I am sharing this so other seniors, veterans, and anyone with mobility or back issues can beware. I expected basic human understanding and decent customer care given the circumstances, but instead, we were left in pain and out of pocket."
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