It may be that the room that she is using or the hotel she is using isn't very disabled friendly, but that when she is at home the accommodation she uses is fine.
I'd second this. I saw her nearly two years ago (reviewed on here I believe) and the entrance to the hotel she was in was via stairs (on the off chance she is using the same one). I'd imagine she wouldn't want you to have to get reception involved as they will surely have disabled access to avoid any difficult questions to yourself.