I'm paying how much a night and I can't take a shower? My recent poor service experience.

[Angel Ariel]

Nvm, the OP responded for herself

 

[DisDadDVC]

The situation created by the incorrect equipment is absolutely a safety problem. It is Disney's responsibility to provide correct equipment for their facilities, no one else's.

Or not supply it at all. I agree.

 

[Angel Ariel]

Or not supply it at all.

Assuming the ADA gives Disney that option.

 

[jk2006]

I think Disney needs to eliminate providing medical equipment, it sets up expectations that may not be fulfilled, as demonstrated by the OP. I have a handicapped family member and when we travel with him, I be sure there is at least one adult to help me, either DH or my sister, to help with transfers so he is safe, never have I expected a hotel to have ideal accommodations in place, so I be sure to have another strong adult to help. I am in the medical field, RN with twenty yrs experience, very familiar with all levels of disability. I think 0.1% of my handicap patients could imagine going to Disney, having money and family/help resources to make it happen is a long shot.

 

[Angel Ariel]

Are any hotels allowed to just not provide handicapped accessible alternatives? If someone goes to book a room at any random Marriott and they don't have any specific handicapped accessible rooms available (all booked), are they allowed to just tell that person they can't stay there? That seems contrary to what I know of the ADA, but I will admit I don't know it all.

 

[DisDadDVC]

Are any hotels allowed to just not provide handicapped accessible alternatives? If someone goes to book a room at any random Marriott and they don't have any specific handicapped accessible rooms available (all booked), are they allowed to just tell that person they can't stay there? That seems contrary to what I know of the ADA, but I will admit I don't know it all.

I don't know, but I don't see how that would be possible. You can't just move sinks, etc. Accessible rooms have certain clearance requirements so that wheelchairs can fit through etc. If you have a hotel with 10 HA rooms and 11 people in wheelchairs that want to stay there, I don't see what you could do to help them all safely.

 

[phorsenuf]

Just back and wanted to share my recent experience from last week. Below is the email I sent to guest relations and have yet to receive a reply. Sorry its so long but I really wanted them to know about the terrible service I received.

"It is with a heavy heart and disappointment that I write this email. I apologize in advance for its length and I appreciate anyone who takes the time to read it in its entirety. I do believe it is worthwhile feedback that will benefit other guests travelling with similar disabilities.

Here is some quick background on us. In 2013 my husband proposed to me after Wishes at Narccoossee’s, we married at the wedding pavilion, honeymooned at the Boardwalk and have renewed our annual passes the last 3 years. We take an average of 3-4 trips per year and routinely bring family members or a niece or 2 with us. In other words we are die hard loyal Disney World nuts. I have spreadsheet for dining, read the blogs daily, post on the message boards, I plan all my friends reservations. We love Disney.

About 6 months ago I woke up unable to walk – very scary! I spent 28 days in the hospital and have been diagnosed with a nerve disorder that effects my balance and stamina. I’m learning to walk again, but it’s a process. So once all the craziness of the hospital was over I needed a break. The first place we thought of was Disney. 1. Because we love it and 2. Because I know Disney is renowned for the accommodations for disabilities.

We took at “test” trip for a long weekend at the Poly at the end of September for the Halloween party. We stayed club level (we almost always do) and it was flawless. They delivered a toilet riser and shower transfer chair right away. The equipment was of great quality, sturdy and worked like a charm. In fact I almost bought that shower seat for my home. It was also my first time renting a scooter (harder to drive than they look!). The entire weekend was great. Disney more than exceeded my expectations regarding the accommodations and really helped me feel like I was almost normal again and able to have a bit of fun. In fact this was the deciding factor in renewing our passes again this year with the knowledge that as I recover at least we can go to Disney.

Fast forward to this most recent trip and where the problems begin. This was a tough year for our family and we wanted to treat everyone for their support and hard work. So of course, Disney! My favorite resort is the Wilderness Lodge and there is nowhere else on property more beautiful at Christmas than the lobby. This was our 4th or 5th stay there. We have always stayed club level there in the past. The staff there is wonderful! – they were no way involved in these problems. I feel confident that if we were on club level that these problems would have been resolved. So we took our entire family all expenses paid, deluxe dining plan checking in 12/27/15 and checking out 1/2/16.

Confident from our last trip to the Poly I ordered a shower chair and toilet riser when we checked in. What I was delivered was in no way similar to the equipment at the Poly. I could have gone to Walgreens and purchased the cheapest equipment and it would have been comparable.


Here is the important part that someone needs to read because there is a liability suit waiting to happen. Not kidding.


The toilet in the room is an elongated toilet. The seat riser that was delivered was for a round toilet. So it does not fit. There is no way to lock it. If you put your weight down on the arms with more force on one side than the other it will tip. Anyone with less balance than I could certainly tip over and hit their head on the tub or wall. Not to mention trying to apply equal force in the dark, in the middle of the night. Wrong seat, no big deal. We call down and ask for another and they bring the same one. At this point I was tired and said I would deal with it for the night. We went down to concierge in the morning and explained the problem. They will send up another seat. So I waited in the room and waited. Keep in mind I have all of my family with us so I just sent them off not to hold up their vacation. They brought another round seat with NO arms. I tried to explain to her again that it won’t lock and she proceeded to show me that there is a lip on the bowl so it may slide back and forth. She clearly had no training or experience with this equipment so I gave up trying to explain and simply asked if this was the only model they had to which she replied yes. Knowing I could deal with it by being careful I gave up the fight.

Now on to the shower chair. If you thought the toilet seat was bad, these are downright dangerous. The chair I was delivered was a small flat seat. No swivel, no ability to adjust height or width. As simple and cheap as you can buy. If you paid more than $10 for this at Walgreens, you got ripped off. On to the dangerous part. There is no way to safely transfer to the seat. If you hang it over the side of the tub it tips because the floor is lower than the tub. If you place it sideways so you could slide on to it, the tub is curved on the edges and wobbles. The only way to safely use it is to put it lengthwise in the middle of the tub. I can’t transfer to that safely and I doubt most people who are requesting a chair can either. Back down to concierge to explain. No problem we will send you another chair. Not wanting to spend another day waiting around I left for the parks. When we got back the exact same seat was there. It’s late and I’m tired so I took a bath in the sink to get the park grime off me. Back down again in the morning and I was more careful to explain I wanted the model that I had used at the Poly 6 weeks ago. Ok they would look into it. Home again that night – same chair and another sink bath for me. Starting to feel like I am back in the hospital… Down again the next morning and the manager was called out. Apparently they called the Poly and they do not have those chairs anymore. This is the only model. So I asked – how am I supposed to take a shower? I thought a reasonable question when you are paying $450 per night. She shrugged. At this point I was about to cry and with all my family around I chose to walk away. Should I have stayed and pitched a fit – probably. But we had everyone there and I did not want to ruin their one week of vacation because I can’t take a shower. So I dealt with it and made a note to call when I got back. Surely Disney would want to know what drastic differences there were between stays. So I paid almost $20,000 for a vacation and I never was able to use a toilet safely or take a shower. I cried as my husband balanced me over the shower while I was hanging off the toilet to wash my hair. It just felt like a loss of dignity when I am on a path of recovery.

So now I’m back home and I want to let Disney know my experience to help prevent these problems for other guests. Plus these are downright safety issues. And as I stated before, the Wilderness Lodge is my favorite. I want to be able to return without any anxiety of problems. After all its Disney and you guys have the best service and make everything right. Right… I called with the main goal of ensuring that the issues were going to be addressed and if they wanted to offer some compensation it was certainly warranted given the circumstances. I called disability services directly thinking that would be the most logical place to tell my tale and I met Audrey (no last name, no employee number, no manager). When I asked how to identify her when I called back she said to use my reservation number. I own a service business now and was a manager for 7 years at USAA in the call center that is also renowned for their customer service. I took the time to explain my story she said what she has clearly said too many times in the past with zero empathy in her voice, “I apologize for your troubles. I will forward your information to the manager at the Wilderness Lodge.” I know because she said it in response to almost every question I asked. So I inquired when would I hear back from the manager? I won’t. They don’t respond to complaints. Then how do I know it has been addressed? You guessed it: “I apologize for your troubles. I will forward your information to the manager at the Wilderness Lodge. At this point I am losing my patience so I asked for compensation. If I can’t get resolution, might as well ask for a refund.

This is where I go from losing my patience to angry. She had the audacity to say that no compensation would be give because I should have asked for an accessible room. I calmly explained that 6 weeks ago I stayed at the Poly in a regular room and it was fine. Why would I request a room I do not need? Plus I don’t even have a wheelchair to go into a roll in shower. Her reply was that I should have asked for one at the front desk. I replied that if one was available it should have been offered as a solution – not the shrug I was met with. She then stated it was up to ME to ASK for it because offering could be considered discrimination. REALLY? I’m standing there begging for a solution and because I as a guest did not come up with the idea for a handicapped room (which probably wasn’t available anyway and unhelpful to my needs) that I cannot have any compensation. That is the most backwards absurd customer service reply I have ever heard. So I asked, how am I supposed to know that I was supposed to ask? She stated that because I had stayed there so many times I should have known that it was an option and asked for it. At this point I have had enough. I asked for a manager. Guess what – they are all in a meeting. Very convenient. I supposed to get a call back, but that has yet to come. No surprise.

Here is the kicker. So to end the call I told her that I would be writing this email, posting it on every Disney message board tonight. Hang on let me put you on hold – She comes back. I have been talking to my peers (notice not my manager) and we can offer you 2 free nights at the Wilderness Lodge. What? Where is this change of attitude? OK- I guess I’ll take it. I have a trip planned at the end of February for the Yacht Club can I use them there? No only the Wilderness Lodge. You mean the Wilderness Lodge where I can’t take a shower or talk to a manager to know if the problems are resolved. I did not say the last sentence because frankly I was tired of going round with her. So how do I get these magic nights and how long are they good for? I don’t know, but guest relations will call you. So if I don’t have your last name or employee number how to I guarantee this offer? Its in the notes. Honestly I suspect she was just trying to placate me and get me off the phone. I doubt a supervisor was notified at all. This call was placed today 1/5 around 2:30 CST.

Overall most every other employee was great save one bus driver who was too lazy to use the lift and claimed it was broken. Little did he know (although he should have guessed by the matching shirts) that my family was on the bus and watched him load someone at Ft. Wilderness. So I was left behind on the curb and took the next bus. Not a big deal and definitely not worth mentioning alone, but I thought I would throw it in.

So that’s my tale. Thank you for your time if you read this far. It means that you are the type of Disney employee that we have known in the past and can count on to provide some resolution to the issues above. I’m going to wait until tomorrow before I splatter the message boards to see if I get a response to this email. I do want to give you a chance to have a positive outcome in the post. The DisBoards can get brutal and this is the kind of post that they love to trend. We trust that someone cares enough to reply to my message."

Follow up after this email. Audrey herself called me back. Her supervisor is still unavailable and told her that she didn't need to process the free nights. Guest relations will call me in 3-5 business days!

Holy moly what a lot of fluff in that letter! I would think you could have easily gotten your point across without having to bring up all your previous trips, Disney history and money spent. It almost seems like you are stomping your feet saying I paid a lot for this vacation and I expect to be treated special. Threatening them through social media certainly isn't going to help in the matter either.

Sometimes you just have to take matters into your own hands. if you knew they didn't have the appropriate equipment, why not just call a medical supply company and get what you need. if you can drop 20 grand on a vacation a hundred bucks or so isn't going to break you to assure a safe and fun vacation.

I also don't get why you had to take a bath in the sink as you put it. Couldn't your husband have helped you in and out of the tub? If you can get in and out of theme park rides, I would think a tub would be manageable.

But now, going forward at least you have knowledge and plan accordingly either by booking a HA room or plan to rent appropriate equipment.

 

[Angel Ariel]

I don't know, but I don't see how that would be possible. You can't just move sinks, etc. Accessible rooms have certain clearance requirements so that wheelchairs can fit through etc. If you have a hotel with 10 HA rooms and 11 people in wheelchairs that want to stay there, I don't see what you could do to help them all safely.

Not everyone who needs accommodations needs wheelchair specific accommodations.

You have, in this situation, someone who - as evidenced by previous stays with proper equipment provided - does NOT *need* an accessible room. Can a hotel deny this person a room when all of their accessible rooms are booked, even if they do not require all the features of an accessible room, and correctly provided equipment would be proper accommodation?

 

[DisDadDVC]

Are any hotels allowed to just not provide handicapped accessible alternatives? If someone goes to book a room at any random Marriott and they don't have any specific handicapped accessible rooms available (all booked), are they allowed to just tell that person they can't stay there? That seems contrary to what I know of the ADA, but I will admit I don't know it all.

Found (some) info:

"Furthermore, an existing hotel that has an insufficient number of accessible rooms, according to the ADA Standards for Accessible Design, Section 9.1.2, is obligated under the ADA to remove architectural barriers to access and make the requisite number of rooms accessible, to the extent it is readily achievable to do so. Please also remember that, in altering guest rooms or when constructing new hotels, a hotel must make a certain number of the guest rooms accessible. For the appropriate numbers of accessible rooms, please refer to Section 9 of the Standards for Accessible Design."

Appears they must maintain a ratio. I assume that ratio is based on some real life numbers to avoid that situation whenever humanly possible.

And:

"Within 30 days of the effective date of this agreement, Marriott International and Courtyard Management Corporation shall issue to the central reservations office for Courtyard by Marriott hotels and to every Courtyard by Marriott hotel, a memorandum stating that it is the policy of Marriott International and Courtyard Management Corporation:

That no accessible room will be reserved for an individual who does not have a disability, unless all inaccessible rooms have been reserved for the date on which a room is requested and accessible rooms are the only ones available;

That an accessible room of the type requested by a person with a disability shall be reserved for that person, if, at the time a reservation is made, an accessible room is available for the date(s) on which it is being requested;

That if, at the time the reservation is placed, an accessible room is available on the date(s) for which it is requested, the individual making the request will receive a confirmation number which will serve as proof that an accessible room has been "reserved" for the date(s) in question;

That, at an individual customer's request, written confirmation that an accessible room has been "reserved" will be provided in addition to the confirmation number.

That if the customer has been assigned inadvertently to an inaccessible room, all reasonable and diligent efforts must be made to find an accessible room in the same facility (e.g., by reassigning a non-disabled person who may be located in an accessible room to an inaccessible room in the same facility, assuming one is available);

That if the customer has been assigned inadvertently to an inaccessible room and an accessible room cannot be found in the same facility, the facility will make all reasonable and diligent efforts to locate suitable accommodations elsewhere and will pay any difference between the cost of these accommodations and its own room rates;

That the same efforts will be made to find suitable lodging at another facility for a customer with a disability whose reservation of an accessible room cannot be honored (despite the efforts described in paragraph 33) because a customer has held over in an accessible room past his or her reservation date, as are made for non-disabled customers similarly situated; and

That reasonable efforts, including requesting non-disabled persons occupying accessible rooms to move to available inaccessible rooms, will be made to assign a customer with a disability who does not have a reservation to an accessible room."

 

[freshmanjs]

Not everyone who needs accommodations needs wheelchair specific accommodations.

You have, in this situation, someone who - as evidenced by previous stays with proper equipment provided - does NOT *need* an accessible room. Can a hotel deny this person a room when all of their accessible rooms are booked, even if they do not require all the features of an accessible room, and correctly provided equipment would be proper accommodation?

They didn't deny her a room.

 

[Angel Ariel]

They didn't deny her a room.

I'm not saying they did.

I asked a hypothetical question above (using the marriott example) and followed up with using the OP's situation as an example of someone who does not, evidently, need wheelchair specific accommodations, though she needs accommodations.

It was an attempt at trying to understand the rules of the ADA and whether or not simply not providing the medical equipment, as suggested above, is even a lawful option. It wasn't a commentary on the OP's exact situation.

 

[3Gsandme]

I was merely pointing out that the equipment itself was neither "faulty" nor "dangerous" as the OP said.

That's not true.

What she said was that the riser was for a round bowl toilet and the toilet in the room was enlongsted and the riser didn't fit the toilet and wouldn't lock on and applying uneven pressure to the grab bars could cause it to tip. She made it work because she didn't have a better option, but felt that someone with different needs than she would be at a considerable safety risk.

That's not safe. I don't see how you can argue that it is. Are you saying OP is lying about what was provided or how to use it? I have no idea how a toilet riser works, so I'll take OP's word for it that there are different risers to fit different shapes bowls and an improper fit doesn't allow it to lock onto the toilet.

 

[maxiesmom]

Disney has no obligation to provide equipment in a non HA room. If the OP needed such an accommodation they should have booked an HA room.

 

[DisDadDVC]

That's not true.

Yes it is.

"Now on to the shower chair. If you thought the toilet seat was bad, these are downright dangerous."

What she said was that the riser was for a round bowl toilet and the toilet in the room was enlongsted and the riser didn't fit the toilet and wouldn't lock on and applying uneven pressure to the grab bars could cause it to tip. She made it work because she didn't have a better option, but felt that someone with different needs than she would be at a considerable safety risk.

That's not safe. I don't see how you can argue that it is. Are you saying OP is lying about what was provided or how to use it? I have no idea how a toilet riser works, so I'll take OP's word for it that there are different risers to fit different shapes bowls and an improper fit doesn't allow it to lock onto the toilet.

And I am not in ANY way arguing it is safe. Just the opposite. I am saying that Disney NEVER should have given it to the OP, and that the OP never should have used it if it wasn't right.

 

[Angel Ariel]

Disney has no obligation to provide equipment in a non HA room. If the OP needed such an accommodation they should have booked an HA room.

The OP spoke with Disney about her needs, and they told her booking a standard room and requesting the equipment upon arrival was what she should do.

 

[minnie mum]

Are any hotels allowed to just not provide handicapped accessible alternatives? If someone goes to book a room at any random Marriott and they don't have any specific handicapped accessible rooms available (all booked), are they allowed to just tell that person they can't stay there? That seems contrary to what I know of the ADA, but I will admit I don't know it all.

It's not the hotels fault if all of its HA rooms are already booked when I try to book one. No reasonable person would expect any hotel to have an unlimited supply of them within their inventory. And such a thing is no where in the ADA regulations. ADA requires REASONABLE accommodations, not bend over backwards and inside out accommodations.

 

[piccolopat]

I'm not sure I understand why Disney or any other hotel would be expected to provide medical equipment in a non-accessible room. If someone needs a wheelchair or a CPAP, they bring their own or rent what they need. Why are toilet risers and shower seats different? I'm not being cute here, I really want to know.

 

[limabeanmom2003]

That's not true.

What she said was that the riser was for a round bowl toilet and the toilet in the room was enlongsted and the riser didn't fit the toilet and wouldn't lock on and applying uneven pressure to the grab bars could cause it to tip. She made it work because she didn't have a better option, but felt that someone with different needs than she would be at a considerable safety risk.

That's not safe. I don't see how you can argue that it is. Are you saying OP is lying about what was provided or how to use it? I have no idea how a toilet riser works, so I'll take OP's word for it that there are different risers to fit different shapes bowls and an improper fit doesn't allow it to lock onto the toilet.

How would a person who needs a toilet riser ever be able to travel and stay at hotels if the hotel didn't have the correct risers for their toilets? Seems like a no brainer that disney should have risers that fit the toilets at their hotels. Surely they know how often this type of accommodation is requested and could stock enough. Would a HA room's toilet been high enough and not required a riser? If that's the case, I would consider booking a HA room to avoid this situation in the future. Sorry you had a bad experience.

 

[freshmanjs]

How would a person who needs a toilet riser ever be able to travel and stay at hotels if the hotel didn't have the correct risers for their toilets? Seems like a no brainer that disney should have risers that fit the toilets at their hotels. Surely they know how often this type of accommodation is requested and could stock enough. Would a HA room's toilet been high enough and not required a riser? If that's the case, I would consider booking a HA room to avoid this situation in the future. Sorry you had a bad experience.

They would stay in an HA room. That's what the HA rooms are for. The root of this whole issue is the OP's insistence that she doesn't need an HA room.

 

[Angel Ariel]

It's not the hotels fault if all of its HA rooms are already booked when I try to book one. No reasonable person would expect any hotel to have an unlimited supply of them within their inventory. And such a thing is no where in the ADA regulations. ADA requires REASONABLE accommodations, not bend over backwards and inside out accommodations.

For the record, I was asking an honest question, not assuming there was any responsibility.