DVC & ADA-Update 8/24

[Minnie&Nana]

This board is so helpful! I have a question for which I've not been able to find the answer, but could have missed it. I thought this may be the best place to ask first -

Wondering if anyone knows if DVC is subject to ADA (by points, not booked thru CRO)? Not sure where to find this info - I may be staying with a friend who will use her points, but our understanding is that DVC does not have to abide by ADA regulations, that any needs would be by request only, i.e. tub rails, room location, floor etc.

Thanks so much! :flower:

[dclfun]

I'm a DVC member and have never had a challenge getting an accessible room based on medical need. It wouldn't matter if guests were booking a DVC resort with points vs. cash -special needs rooms are blocked at the time of booking.---Kathy

[SueM in MN]

Just agreeing with Kathy.
If your friend needs a fully accessible room with a roll in shower, that information needs to be shared with the CM at MS at the time the reservation is made. Same for grab bars and a raised seat toilet. The CM will contact Special Services to check that a room meeting the needs is available and that room is blocked for that guest. It works the same way whether points or cash and is the same process WDW follows for any other resort. There is more information (including some pictures of the different types of accessible rooms) in the disABILITIES FAQS thread.

Room location (i.e. close to the check in area, pool, etc.) is not governed by the ADA and would be just a request, the same as other guests. In fact, in the past, many resorts 'grouped' rooms for people with disabilities in certain areas. That was determined to be discriminatory placement - what if someone didn't want to be in that area - and the ADA actually requires accessible rooms to be scattered in a resort so that people with disabilities have a choice of location, view, etc.

Floor assignment would also not be covered by the ADA in a building with elevators. Again, many resorts in the past made their accessible rooms on the first floor. That was considered to be discriminatory too and rooms in newer resorts are 'scattered' thru the resort on different floors. The ADA does say that buildings with more than 2 floors and over a certain square footage are required to have elevators.
OKW is the only DVC resort without elevators (3 buildings have them, but the majority don't), so OKW is the only one where floor request really matters. A request for 1st floor for "Medical Reasons" will be filled before requests for other reasons; also many people at OKW request 2nd floor because they like the view better. That leaves few requests for 1st floor and since almost half the units are on the first floor, your chance of getting 1st floor without even asking for it are very good.

[videogal1]

Wondering if anyone knows if DVC is subject to ADA (by points, not booked thru CRO)? Not sure where to find this info - I may be staying with a friend who will use her points, but our understanding is that DVC does not have to abide by ADA regulations, that any needs would be by request only, i.e. tub rails, room location, floor etc.

The Disney Vacation Club is a business and is affected by discrimination and other civil rights laws. It is the sites that the DVC manages that are affected by state and federal access laws as interpreted by the courts. One rule of thumb in determining if a vacation club is affected by access laws is whether the rooms they manage are available to the general public on a "night for rent" basis or if the rooms are only for the exclusive use of the club members. If the rooms that the club manages are available to the general public the site must follow state and federal laws as would any hotel. I have been a member of other vacation clubs and when I specify an accessible room they usually tell me that although the club coordinates trades and timeframes it is the vacation site that assigns the unit and any requests regarding access must be handled by the site when making a room assignment. I have never had a problem asking for and being assigned an accessible unit, sometimes even being assigned one that may be a size above my trading category.

[SueM in MN]

One rule of thumb in determining if a vacation club is affected by access laws is whether the rooms they manage are available to the general public on a "night for rent" basis or if the rooms are only for the exclusive use of the club members. If the rooms that the club manages are available to the general public the site must follow state and federal laws as would any hotel.
::yes::
DVC rooms are available to the general public for rent thru CRO, so they are subject to the ADA.

[Minnie&Nana]

Thank you to everyone - this was very helpful. My frend booked SSR this morning - I have MS, require grab bars on the tub etc. She will call back with requests.

Much appreciated! :)

[SueM in MN]

Thank you to everyone - this was very helpful. My frend booked SSR this morning - I have MS, require grab bars on the tub etc. She will call back with requests.

Much appreciated! :)
will you be in a studio or one bedroom unit?
I have pictures of one bedroom, but not studio.

[Minnie&Nana]

Hi, Sue ~ We'll be in a studio, but thank you!

When my friend called back today to explain my needs she was told that at check-in they would let us see 3 or 4 rooms and we could choose which is best...this seems to be about location and condition of the room, which is nice, but does not address anyy medical needs. They will not do VIP cleaning before arrival or any time (for a fee they will clean the room again if it is not clean "enough").

So, I am confused - have no idea if the tub has grab rails or if the room will be specially cleaned. My immune system is compromised due to the MS - special needs always take such good care of everything, but this time we're told they do not contact special needs because it is DVC booked with points. It's no more than looking at a room? :confused3

[Lilogirl]

Hi, Sue ~ We'll be in a studio, but thank you!

When my friend called back today to explain my needs she was told that at check-in they would let us see 3 or 4 rooms and we could choose which is best...this seems to be about location and condition of the room, which is nice, but does not address anyy medical needs. They will not do VIP chemical free cleaning before arrival or any time (for a fee they will clean the room again if it is not clean "enough").

So, I am confused - have no idea if the tub has grab rails or if the room will be reasonably free chemicals. My immune system is compromised due to the MS - special needs always take such good care of everything, but this time we're told they do not contact special needs because it is DVC booked with points. It's no more than looking at a room? :confused3

Learning something new everyday is a good thing!;)

This doesn't sound right. We stayed at SSR last year and they had no problem doing the VIP clean. Can your friend maybe call their guide for assistance?

[Minnie&Nana]

I don't want this to be difficult for her...but not sure what to do...need the tub rails and VIP cleaning at least once.

Did you stay on points or as a resort guest booking through resort reservations?

Thanks much! :)

[SueM in MN]

Hi, Sue ~ We'll be in a studio, but thank you!

When my friend called back today to explain my needs she was told that at check-in they would let us see 3 or 4 rooms and we could choose which is best...this seems to be about location and condition of the room, which is nice, but does not address anyy medical needs. They will not do VIP chemical free cleaning before arrival or any time (for a fee they will clean the room again if it is not clean "enough").

So, I am confused - have no idea if the tub has grab rails or if the room will be reasonably free chemicals. My immune system is compromised due to the MS - special needs always take such good care of everything, but this time we're told they do not contact special needs because it is DVC booked with points. It's no more than looking at a room? :confused3

Learning something new everyday is a good thing!;)
They do contact the Special Needs department, even with using points. That did not used to be the case; DVC handled their own special needs requests. They have used the WDW Special Reservations system, the same as all the other WDW resorts for at least the last 2 years. The phone number is (407) 939-7807. Since you are using DVC points, the member will need to call with the reservation number. I have called Special Reservations myself in the past (for trips last October, this April and planned for this October).

One reason they may be talking about letting you see some rooms is that not all the rooms are the same at DCV resorts.
Half are one way and the other half are mirror images. So, in one room, you may need to transfer to the right. In the mirror image room, you will need to transfer to the left. They also have rooms with roll in showers and rooms with just grab bars by the tub. My guess from what you wrote is that they don't know what you need and will let you see a room so that you can tell them if that room meets your needs.
That may also be why they said they could not do a special cleaning. If you don't choose the room until you check in and see the room, they can't clean it specifically for you.

Have your friend call Special Reservations with a list of things you need - or better yet, be there on a speaker phone with her if you can when she calls.

[Minnie&Nana]

They do contact the Special Needs department, even with using points. That did not used to be the case; DVC handled their own special needs requests. They have used the WDW Special Reservations system, the same as all the other WDW resorts for at least the last 2 years. The phone number is (407) 939-7807. Since you are using DVC points, the member will need to call with the reservation number. I have called Special Reservations myself in the past (for trips last October, this April and planned for this October).

One reason they may be talking about letting you see some rooms is that not all the rooms are the same at DCV resorts.
Half are one way and the other half are mirror images. So, in one room, you may need to transfer to the right. In the mirror image room, you will need to transfer to the left. They also have rooms with roll in showers and rooms with just grab bars by the tub. My guess from what you wrote is that they don't know what you need and will let you see a room so that you can tell them if that room meets your needs.
That may also be why they said they could not do a special cleaning. If you don't choose the room until you check in and see the room, they can't clean it specifically for you.

Have your friend call Special Reservations with a list of things you need - or better yet, be there on a speaker phone with her if you can when she calls.

Already feel better - I will ask her to call tomorrow.

I did give her a list of needs so she could be specific as I have dealt with the reservations special needs requests for regular resort rooms - even this stay we were at another resort and special needs took care of it perfectly. Blocked a room to be sure it met all my physical needs, including natural light (the MS causes me to feel like I am in a dark dungeon if the room does not have good natural light).

When DVC became available for our dates, we changed resorts. It makes such a difference in looking forward to a trip when I know resort issues are taken care of - otherwise I stress and fear it will be an "issue" at check-in.

I appreciate your replies so much.:hug:

[SueM in MN]

Already feel better - I will ask her to call tomorrow.

I did give her a list of needs so she could be specific as I have dealt with the reservations special needs requests for regular resort rooms - even this stay we were at another resort and special needs took care of it perfectly. Blocked a room to be sure it met all my physical needs, including natural light (the MS causes me to feel like I am in a dark dungeon if the room does not have good natural light).

When DVC became available for our dates, we changed resorts. It makes such a difference in looking forward to a trip when I know resort issues are taken care of - otherwise I stress and fear it will be an "issue" at check-in.

I appreciate your replies so much.:hug:
If the natural light issue was brought up, that might be another reason they are saying you should actually look at rooms before checking in.

[Lilogirl]

If the natural light issue was brought up, that might be another reason they are saying you should actually look at rooms before checking in.

That makes sense and would explain why they are not willing to do any special cleaning before you get there.

[Minnie&Nana]

I don't think the light issue was brought up....but it is when booking with special needs - the CM goes over the rooms/locations with me very carefully, then blocks a room. They are outstanding.

I understand what you are saying and it makes sense. Member services did say that any cleaning would be a $30 charge, that they do not set up VIP cleaning like special needs does.

My friend will call special needs tomorrow and I am sure it will be easily resolved :)

Thank you!

[dclfun]

Keep us posted. I, too, have never had a problem and do know that MS calls Special Services at WDW to have rooms blocked for various special needs. I had an issue with the room type we had chosen at AKLV for our trip this past May. It was a concierge studio room and since they had so few there was a question as to whether one would meet my needs. MS actually ended up giving me the # to a particular CM at SServices so we could talk together. That CM called over to AKL to find out about the room since my question involved the width of the doors into the bathroom in an accessible studio w/o roll in shower and they did not yet have that information as the villas are fairly new- it took a long time but working together resolved the issue perfectly. I've never heard of them offering to let guests look at different rooms as other arriving guests will be getting room assignments and there might possibly not be a suitable room left by the time you arrived if one isn't blocked. I hope we hear back that everything is taken care of. I agree that knowing in advance makes for a much better trip. I wouldn't want to leave something so important to chance.---Kathy

[Minnie&Nana]

Kathy, my thoughts exactly about looking at rooms - another guest checking in could be assigned the room we felt was best before we got back to check-in. Do not need that added stress! Sounds like a lovely option, but would rather know the room is blocked and has what is required.

My friend has been a dear and done her best - not being used to dealing with this issue can feel overwhelming.

One time I spoke with a wonderful special needs CM who called VWL and a CM there visited a few rooms to be sure one met my needs, then blocked the one that would work best. I always sens a note to guest communications to thank these wonderful CM's.

Will keep you posted - no doubt it will work out fine :)

Thanks!

p.s. What a sweet photo of Skye. Is she a black lab?

Update: Well, this is a different experience for sure. ;) Special Needs said they have no access to DVC reserved with points and Member Services has to call them...so back to member services, but that person keeps saying it is by request only and does not seem to grasp it is special needs. Usually, when I speak with special needs directly, it helps them if I know a room number that fits my needs - saves them time researching and they simply block that room. Today, going through member services, she insists it is a request only and did not call special needs with the info. So, will wait to see what unfolds...still trying for one more ngt so each day when we call will ask MS to call special needs with the room number and eventually someone will. :) The room meets all my needs, tub rails etc. Thanks all for your knowledge and suggestions. :)

[hematite153]

This sounds like a frustrating back and forth.

Can you make sure that your friend knows to say:

"These are not requests, they are medical needs and as medical needs they are supposed to be guaranteed. In order to arrange them you need to call Special Services at XXX and they will figure it out."

I say this because, before the current policy, I had several CMs tell me that non-smoking was just a request and could not be guaranteed even though I had said that it was a medical need. I generally found that I had to tell them that medical needs were guarantees and could be setup in advance. They would put me on hold, go talk to someone and come back having found some new feature in their computer that led to my getting confirmations that said "non-smoking guaranteed for medical reasons".

Good luck!

[SueM in MN]

Update: Well, this is a different experience for sure. ;) Special Needs said they have no access to DVC reserved with points and Member Services has to call them...so back to member services, but that person keeps saying it is by request only and does not seem to grasp it is special needs. Usually, when I speak with special needs directly, it helps them if I know a room number that fits my needs - saves them time researching and they simply block that room. Today, going through member services, she insists it is a request only and did not call special needs with the info. So, will wait to see what unfolds...still trying for one more ngt so each day when we call will ask MS to call special needs with the room number and eventually someone will. :) The room meets all my needs, tub rails etc. Thanks all for your knowledge and suggestions. :)
I do know that the Member Services computer system and the regular Disney (CRO) reservation system are not connected, so someone on one computer system can't view the reservation directly.

What is it that you are looking for?
If it is a room with a roll in shower, I know that is not a problem for Member Services. When we have called for a reservation using DVC points, we explain we need a roll in shower room. The MS CM puts us on hold while he/she talks to Special Reservations to make sure that they have one in the correct room type (studio, 1 or 2 bedroom) for the time period we are looking for. After that has been arranged, the MS CM comes back on the line and tells us.
After that, I have called and spoken directly to Special Reservations about our reservation.

If you need a room with a tub with rails, I believe that all the first floor studios in DVC units have rails in them. That is what we have been told. So, that might be where the 'hang-up' is. If what you need is in every room, then the other things you are looking for (natural light) would be seen by them as a request, not as a medical need.

[kaytieeldr]

Update: Well, this is a different experience for sure. Special Needs said they have no access to DVC reserved with points and Member Services has to call them...so back to member services, but that person keeps saying it is by request only and does not seem to grasp it is special needs. That does not sound right :confused2: My brother made me a reservation using points, and apparently (from what he reported, I won't actually know for sure until I get to the room) I already have an accessible room blocked in one of the elevator buildings at OKW. Which room, naturally, I have no idea - but I can't see that MS could have been able to arrange that without help from Special Services?

[Cheshire Figment]

Update: Well, this is a different experience for sure. ;) Special Needs said they have no access to DVC reserved with points and Member Services has to call them...so back to member services, but that person keeps saying it is by request only and does not seem to grasp it is special needs.
At this point the thing to do is politely ask for "a person with more authority" which is a nicer way of asking for a supervisor. Discuss the situation with the supervisor and (a) that person will handle it for you, and (b) they will probably also work to educate the person you talked to.

[dclfun]

I'd also be asking for a supervisor. These are not merely requests, they are medical necessities. Explaining what has been done to help you in the past would probably enlighten a supervisor too who can then be sure that your needs are met.

P.S...yes, Skye is an English black lab who happens to like wearing hats, esp. Mickey ears! She also likes Snow White ALOT- not the other princesses so much, but every time she sees Snow White her ears go forward and she wants to visit, lol.

[Minnie&Nana]

Thanks everyone.

Oh, yes, my friend does have a list and knows exactly what to say (thanks to special needs telling me for future reference exactly how to state/list request) she's done a wonderful job speaking with them...we just seemed to get a few CM's who do not understand this is not a general request.

Sue, according to special needs CM's, because my need for light is due to the MS, it does come under a medical need, just like bath rails,VIP cleaning etc. I don't really want to go into all my medical needs publically, but they are legitimate.:)

This is the only time I've ever encountered an issue since I've learned how to nicely explain to a CM that we need to call special needs - or I just make the reservation and call SN myself the next day.

Had not thought of asking to speak with a supervisor ("someone with more authority" is very nice way to approach it). If CM's need a bit more education in these matters, it will also help other guests who call.

Again, thanks so much to all! I appreciate every response.:) I am sure it will work our perfectly - always does. :)

p.s. Skye must be ever so clever - imagine preferring one princess over another and she likes to wear hats! Gives my heart a smile to know you have such a dear companion and SD. She's a keeper! ;)

[Minnie&Nana]

Everything worked out perfectly! We reserved a studio ~ special needs put us in a one bedroom to be sure the bathroom had enough rails and space - it was perfect. There was some confusion at check-in ~ we were given the wrong room. After waiting for a few hours for the room to be ready, we went to the room, which did not meet any needs. One phone call and we learned we were put in the wrong room, but within 20 mins we were in the correct room. :) Next day a gift basket with an apology awaited us when we returned that afternoon. Not necessary, but very nice.

It's too bad Member Services could not have been understanding from the beginning that these were medical needs, not requests, but after several calls a supervisor did make sure the notes were corrrect and the information went to special needs/requests.

Due to the storm I stayed a couple of days longer and moved to POP - even with a last minute reservation (day of) special needs and the resort were wonderful. My room did need to be changed at check-in, but it was handled perfectly.

Special needs always comes through; when working with those wonderful CM's one never needs to have a concern.

Not sure I''ll be going the DVC route anytime soon after this experience though. ;) Far less stress to know needs will be taken care of in advance, rather than not knowing until arrival.

Thank you to each of you for the suggestions and support. :thumbsup2

[SueM in MN]

Thanks for the report.
There seem to have been some glitches lately with DVC reservations. When we arrived for our OKW stay in April, we had reserved and had blocked an accessible 2 bedroom with a roll in shower. When we arrived, we had a regular 2 bedroom, first floor, which the CM was trying to tell us was accessible. They ended up finding us one - the fold down shower bench in the master bedroom was broken. We reported it and got a portable shower chair, but I have a feeling that was the room originally assigned to us and probably taken out of commission because of the broken chair. The Engineering CM who came to look at it said the new fold down chair was already on order and could not be fixed while we were there (even if they had one) because it was a more than one day job.
Usually we have not run into any more problems with DVC special needs than any other resort.

[Nanajo1]

A few years ago I had a distressing episode at OKW. I had reserved a GV at 11 months. I told the CM I needed it to be accessible for my ECV, that I was very limited movility-wise. It was noted as a medical request. Lo and behold I arrived to find out I had beeen bumped from the accessible GV by a special needs request. I didn't even know what a special needs request was. We had to move a couple of times before we got the GV. I wrote to DVC Carli D'Agostino asking what I should do to avoid this situation in the future. She responded that the CMs would be educated to the special needs program. Sounds like a refresher ccourse is needed.

[dclfun]

We have an accessible GV booked ( our first time!) at OKW the second week of December this year. I'm so worried that when we get there it will have been given away or somehow there will be a problem. I do NOT want to start out our vacation in a combination of 2 bedroom/1 bedroom units or have to live with that arrangement. There are so few accessible GV's to start with. I guess I'll start calling a few weeks prior to check in and document my conversations- something I've never worried about doing before. For the OP, thanks for writing back and I'm glad everything worked out in the end.---Kathy

[Minnie&Nana]

How exciting, Kathy! Fingers crossed and loads of dust your way that the correct GV is blocked for you.

Getting a supervisor involved with MS definitely made the difference for us. It is a shame that not all MS CM's do not understand a special needs request clearly.

Take care and keep us posted!

[Nanajo1]

Kathy,
My problem was I wasn't assigned the GV by special needs so the GV wasn't blocked off for me. If you had special needs involved in the booking you should be fine. Your confirmation letter should say "Accessible Vacation Home Confirmed".
The GVs are awesome. I had the one down by Miller's. It is a two story so I could not see the two other bedrooms but the first floor worked fine for me.
Have a great trip.

[SueM in MN]

We have an accessible GV booked ( our first time!) at OKW the second week of December this year. I'm so worried that when we get there it will have been given away or somehow there will be a problem. I do NOT want to start out our vacation in a combination of 2 bedroom/1 bedroom units or have to live with that arrangement. There are so few accessible GV's to start with. I guess I'll start calling a few weeks prior to check in and document my conversations- something I've never worried about doing before. For the OP, thanks for writing back and I'm glad everything worked out in the end.---Kathy
There are only 2 fully wheelchair accessible GV at OKW that I know of.
One is in building 48 - we stayed there and I have lots of pictures.
The other is in one of the elevator buildings (I can never remember if it is 62 or 63). I think there is only one fully accessible one in the elevator buildings. I know there is at least one other GV in an elevator building that you don't need to climb stairs to get to. Except for building 48, all of the other OKW GVs are entered on 2nd floor, which is a problem at OKW since most buildings don't have elevators.

Usually requesting something for Medical Needs is not a problem. Those requests are filled before non-medical requests for the same thing. When there are lots of rooms that can fill that request, it's usually not a problem at all (for example, first floor studio, 1 or 2 bedroom OKW villas).
Medical Requests are not guaranteed, but they are close enough to guarantee that it would be very unusual to not get the request.

The problem comes if someone specifies they need a first floor or elevator GV for medical reasons, but don't get one of the wheelchair accessible ones blocked by Special Needs. Since those are the only ones where you need to climb steps to get to, if one guest has a reservation for an OKW GV as a "Medical Need" and someone else makes a reservation for a fully accessible OKW GV, the medical need will be bumped and not met.

I think the education problem that comes up for CMs is that OKW is the only DVC resort that has buildings without elevators (except for the buildings 62, 63 and 64). When they book a room in any of the other DVC resorts, there isn't a need in most cases for 1st floor to be a medical need because guests can use the elevators. (There would be a few exceptions, like possibly guest traveling with a child with autism).
Rather than relying on CMs memories, I think it would be good if they could have a message that pops up on the screen for the OKW GVs if a CM tried to put in a request for first floor. That would solve the problem.

[dclfun]

Thanks! I'm going to call and verify that everything's okay. The CM I spoke with did put me on hold to verify they had an accessible/roll-in shower GV before he even booked it for me. He was worried the whole time because there was only 1 GV left for one of the nights we needed but he had to verify the special need request first. I guess I worry that the room assigner will somehow overlook the "block" on that room. I've had other things happen that weren't so important, such as asking for any building EXCEPT Turtle Pond and then being placed in Turtle Pond as they misread my request to say I wanted to be there. I actually had my printed confirmation with me with the correct information- the CM apologized profusely but of course that was the only location left and they thought they'd fulfilled my request. Even though my request is noted that I need one of those few GV's, I guess I'm worried that it will be overlooked or mis-read, or it will be given to another guest who asks for it at check-in. Sigh....---Kathy