I made reservations for my little family and my parents to visit Universal next month; they haven't been since I was a teenager but we have been I think three times in the last maybe 5 years now. We have had great trips. I called to make sure we could get a roll in shower for my dad, since I couldn't see how to do that when I had booked online, and he needs that accommodation. We have bay view rooms booked at Portofino, and when I called I was told there are none available with roll in showers. Okay, disappointing, so I asked what we could do. They offered garden view or deluxe, but only with higher rates for either, and by a lot. That seems kind of crazy to me. Has anyone had a similar experience? We just don't want to have an issue with the shower; he is a double amputee and will need to be able to handle the bathroom.
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Universal hotels and accessible room reservation issue
- Thread starter olive
- Start date
georgina
DIS Veteran
- Joined
- Apr 21, 2003
Sorry to hear of your issue. I have watched prices climb for our Sept trip as the rooms book up. It sounds like you did not request an accessible room when you booked? So they are offering you what they have available at the going rate. The only thing I can think of, not sure how successful it will be because they are not at fault, would be to appeal to someone higher up in the chain from reservations for a comparable room rate in what is currently available.
I actually called back a bit later, trying calling the hotel directly but getting transferred to the same reservations line that I had originally called. I hoped not to get connected to the same person I spoke with the first time, and luckily did not. We actually had a split stay booked, but I didn't even get around to asking about the second hotel on that first call. When I called this time, though, the agent said we were lucky, that there seemed to be plenty of availability (to say I was shocked to hear this might be an understatement), and was able to secure roll in showers for both hotels with no problem and in the room categories I had booked originally. I didn't indicate the accessibility needs when I initially made the reservations because I couldn't figure out how to do it for just one room (since I made both sets of reservations at the same time) and I didn't want to tie up two sets of accessible rooms by accident. I admit my computer literacy isn't tops. Anyway, this second agent was able to confirm that my parents would be on the first floor and that my family (my husband and I and our kids) would be in connecting suites so we can easily assist if they need help for the first hotel, and that we will be nearby, but connecting requested for the second. Our room numbers are in the reservations for the first hotel. I was astonished. She even provided so much helpful additional information over the phone about accessibility. It was such a night and day experience. Very glad we are going on this trip, and renewing APs was a good call. I had talked my parents into APs and they were also excited about going, so I am super happy that this second agent picked up the line. I will write a note to Universal to let them know how extremely grateful we all are for her guidance. I figured there is no need to even mention the first call. I hope this might helpful someone else, but I know availability can fluctuate.
damo
Proud Redhead
- Joined
- Jan 1, 2001
Glad to hear it all worked out! Sometimes you just get an agent who doesn't really know what they are doing!
I have had to make a few calls to Universal just to confirm how things worked at attractions with prosthetics, as well as answer a few more hotel questions. With the exception of the first gentleman maybe being confused about how to check on the accommodations, these experiences have been incredibly positive. My parents feel so comfortable about the trip by now and are really, really excited about it. In addition to their last Universal visit being decades ago, it was before my father's operations, so being able to get comfort from the super well-trained staff at Universal has been such an important part of planning. I only hope my note of thanks helps the folks at customer service and reservations who helped us!
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