Disney eliminates outside vendor drop off/pickup services. Must meet vendor for drop off/pickup (mobility devices only so far it seems)

[VandVsmama]

This is likely another cost-cutting measure so they can reduce Bell Services staff.

 

[Maggie Gallagher]

Honestly? A lot of people simply couldn’t and didn’t go to Disney. And if they could go, they didn’t get to enjoy it as much. The advent of ECVs has enabled many, many people to enjoy Disney with more comfort and independence than if they had to rely on being pushed in a wheelchair.

My mom loves Disney, but she stopped going when her arthritis pain got too bad to walk the distances, and she did not want to use a wheelchair. A few years ago I talked her into renting a scooter so she could go with me, and she had the time of her life! We’ve gone once a year ever since, and even though she has slowed down considerably and also requires wheelchair assistance at the airport, we still have a great time.

The fact that scooters allow people with limited mobility to enjoy Disney in ways they couldn’t otherwise, and that so many people now take advantage of this, is a VERY VERY GOOD thing. I would never want to go back in time to the way things were 20 years ago.

Exactly.

Thank God things aren't like they were 20 years ago. The more we can do to support people and enable accessibility, the better.

I thought people had evolved to more of a place of sensitivity and empathy toward others...

 

[Maggie Gallagher]

Yeah, I figured no one would have a sense of humor about it, even with the wink emoji. But, it still does.

Not even a little funny.

 

[HopperFan]

I am beyond needing strollers at Disney and thankfully no ECV's yet, but I'm a hands on person (don't like ordering online, etc) so would really rather meet a vendor face to face, check out the needed device, then be on my way - sounds like there will be several scheduled times during the day. Same thing for returning, make sure it is 'sealed and delivered, so to speak' safe back to the vendor as well. (Rare, but have heard of 'misplaced' items - not sure how they were resolved)

Actually, with all the other changes I don't agree with, this is one that I can see from Disney's standpoint. They created a 'monster' that keeps growing, the capacity has to be enormous, plus employee time to deal with other companies business, only surprised it didn't happen sooner. Do have empathy for those that have come to depend on it, but the majority of guests are not affected by it.

So much this ^^^ Disney has created a monster in allowing this as long as they have just like they have created other monsters they have and are going to have to re-evaluate.

All you have to do is go to Bell Services and see them lined up for ever, many of them sitting outside in the elements. Walkways and paths all full of them making other guests walk a long way around. Bell Services folks running around looking like they have no control of the situation. Now add all the strollers and the crates full of food to their work. Disney paying to handle all kinds of items that they offer, but guests buy elsewhere cheaper isn't good for bottom line.

You know that when Guest A shows up and Bell Services can't find their "item" that they get upset, blaming Disney, wanting to get to park and their reservations. If THEY have to meet vendor they will be responsible for their own scheduling. I think it was on here someone complained they returned their ECV to Bell Services but the company said it wasn't there. Who was responsible? Guest, Disney, Company? If you cut out the middle man there will be no issues of transfer whether it be the right device/stroller, a non-damaged device or missing device.

Disney is paying many people to do nothing but babysit guests devices, strollers and food that they are paying another company for. All this is a loss to Disney. Disney is providing space to store all these devices and food they make no money from, even though they offer those items themselves. If you eliminate the middle man you likely eliminate most if not all issues for everyone, and Disney eliminates "customer service issues" and expenses.

We see all the complaints on here that bags from MCO don't get to your room for hours and hours. Well, if we eliminate a huge responsibility of Bell Services I imagine bags will be delivered more timely. I do agree though that if a guest arrives needing assist to their room then Disney needs to bring back the resort wheelchairs. They can design them in a way they stand out as resort chairs and not be permitted to leave the resort.

And we can not compare this service to deluxe hotels elsewhere that provide this. Other hotels likely handle a few at a time, Disney is a different kind of destination and there literally could be 100+ at any one resort at any time.

This isn't a ban on anything, this is just a change in the way guests must receive and return items they did not order from Disney. It is purely a "storage" and "economic" issue and given the volume you can't fault them for it. This also removes them from any responsibility from damage and loss issues.



DISCLAIMER: I have a permanently disabled son and one day we'll be using a mobility device. My observations are from an operational and business pov. And from a parent pov .... he is my responsibility, as is making sure I have what I need. If that means I meet the provider, then I will work that in to my schedule.

 

[ofcabbagesandkings]

Disney had to draw the line (on the calendar) somewhere; they chose October 1, 2019.

My guess (and I will fully and humbly admit this is a guess) is that they chose Oct 1st because it's the start of Q4. They can claim cost-cutting measures at the start of the quarter to their investors.

I have come to the realization that most people that stay at a on site deluxe Disney resort don’t stay at deluxe resorts outside of the Disney bubble. If they actually did they wouldn’t try to justify what Disney doesn’t provide compared to what you get at what Disney tries to claim are their peers. You are paying a $100 plus more per night than what Disney is claiming are their peers, but getting nothing close to the services you get at those other resorts.

Look, I love staying on site at Disney’s deluxe resorts, but they are making it harder and harder to justify the premium. You can already get most of the perks of on site plus better guest services at a cheaper cost at a non Disney owned on site resort or two. If they end up selling additional fast passes to everyone, you would be foolish to stay at a Disney resort or even a non Disney resort on Disney property.

Yes, agree. It's not entitled to expect a higher level of service when you are paying luxury prices. Look, I don't utilize the special colorful Mickey luggage tags that enable you to check your luggage at your home airport and then have it magically appear in your room at your WDW resort. But if they cut that amenity, and people were upset, I would understand, even if I'm someone who hauls my luggage myself. It's a luxury amenity some have come to rely on and enjoy. I wouldn't lecture at them for not "bending with the change" when Disney cuts an amenity to save costs, especially as those cut costs are definitely not being passed onto the consumer in the form of lower resort rates.

 

[SaintsManiac]

Thanks @HopperFan. You expressed it perfectly.

 

[Lewisc]

2 or 3 vendors will no longer be given preferential treatment. I suspect Disney will pick one vendor and have them "front" Disney rental. You'll be renting from Disney, but a vendor will be doing the work. We take Disney's Magical Express to and from MCO. Most of us knows Mears is the vendor doing the actual transportation.

 

[Jennasis]

The onus is on the vendors to provide for their customers. I think you will see them offer 3 or 4 pick up times to choose from throughout thr day. If you miss it you will have to reschedule.

This is between the vendors and the renters. But its definitely a change that will make things less convenient for them which always blows.

 

[DGsAtBLT]

So much this ^^^ Disney has created a monster in allowing this as long as they have just like they have created other monsters they have and are going to have to re-evaluate.

All you have to do is go to Bell Services and see them lined up for ever, many of them sitting outside in the elements. Walkways and paths all full of them making other guests walk a long way around. Bell Services folks running around looking like they have no control of the situation. Now add all the strollers and the crates full of food to their work. Disney paying to handle all kinds of items that they offer, but guests buy elsewhere cheaper isn't good for bottom line.

You know that when Guest A shows up and Bell Services can't find their "item" that they get upset, blaming Disney, wanting to get to park and their reservations. If THEY have to meet vendor they will be responsible for their own scheduling. I think it was on here someone complained they returned their ECV to Bell Services but the company said it wasn't there. Who was responsible? Guest, Disney, Company? If you cut out the middle man there will be no issues of transfer whether it be the right device/stroller, a non-damaged device or missing device.

Disney is paying many people to do nothing but babysit guests devices, strollers and food that they are paying another company for. All this is a loss to Disney. Disney is providing space to store all these devices and food they make no money from, even though they offer those items themselves. If you eliminate the middle man you likely eliminate most if not all issues for everyone, and Disney eliminates "customer service issues" and expenses.

We see all the complaints on here that bags from MCO don't get to your room for hours and hours. Well, if we eliminate a huge responsibility of Bell Services I imagine bags will be delivered more timely. I do agree though that if a guest arrives needing assist to their room then Disney needs to bring back the resort wheelchairs. They can design them in a way they stand out as resort chairs and not be permitted to leave the resort.

And we can not compare this service to deluxe hotels elsewhere that provide this. Other hotels likely handle a few at a time, Disney is a different kind of destination and there literally could be 100+ at any one resort at any time.

This isn't a ban on anything, this is just a change in the way guests must receive and return items they did not order from Disney. It is purely a "storage" and "economic" issue and given the volume you can't fault them for it. This also removes them from any responsibility from damage and loss issues.



DISCLAIMER: I have a permanently disabled son and one day we'll be using a mobility device. My observations are from an operational and business pov. And from a parent pov .... he is my responsibility, as is making sure I have what I need. If that means I meet the provider, then I will work that in to my schedule.

Fully understand why it had to happen, but also that knowing these reasons doesn’t make it any easier for people who are most impacted to accept the change. For our family, I just booked our stroller so we can be grandfathered in and it’s likely our last stroller trip. For others, it’s a bigger hurdle.

Can I ask though, did Disney not have some sort of contract with the current providers giving them a kickback of some sort for storing and distributing the items? Were they really doing it for nothing in return? That is surprising.

With the way Disney runs as of late, I am not optimistic that a change here leads to better service elsewhere, rather that Disney sees it as an opportunity to cut back further.

 

[Marionnette]

Disney coordinating with one company to provide the strollers and wheelchairs IS the definition of a monopoly.

A monopoly would exclude all of the other vendors from entering Disney’s private property to meet up with their customers and drop off/pick up. This is no more a monopoly than giving Coca-Cola exclusive rights to have their product sold throughout the resort.

 

[JoJoGirl]

I thought of it to and I thought your joke was good. I have to agree that Disney may be instituting this to try to curb the usage of ECVs a tiny bit as well. I’m in no way saying that 99% of the people using ECVs at the parks don’t need them, but I think we’ve all seen the people or groups in the parks using the ECV as an adult stroller/storage center. I’ve even seen entire families riding them through the tiny lobby at OKW bragging that they’ve got wheels and now don’t have to walk. If this can bring down the usage even a tiny, tiny bit, it will be completely worth it.

I’m certain the reason Disney is changing the policy is because the demand for the service has outstripped their capacity to provide it. It’s completely understandable that something needed to change, and I’m sure as time goes on the new system will change and adapt even more based on guests‘ needs.

If indeed there are people renting scooters who don’t really need them (and you certainly can’t judge this by looking at them, least of all by seeing how full their storage basket is), they will be the least impacted by the new policy. When you have no problems walking, being without your wheels for a few hours is not a big deal. You can meet a vendor at your convenience and drop off the scooter the night before you leave. Those folks, if they do exist, will rent no matter what.

The bell services part was most convenient and appreciated by people who really need a mobility device and have a hard time getting around a large resort without it, even for a short time. Those folks will miss it the most, and are understandably apprehensive about the changes. Most people will adapt just fine once the transition is complete — The vendors will step up their delivery/pick up routines or lose business, prices will likely go up a little because more frequent and reliable delivery will require extra vehicles and staffing, customers will learn to plan ahead for the changes, and life will go on.

That said, I’m glad that they are grandfathering existing scooter reservations to help ease the transition. Many folks, including us, planned their trips months ago based on the old policy or using bell services. For example, our flight home leaves in the morning, so our ME departure will be quite early. We had booked the early flight not reckoning for any extra time or possible complications of dropping off a scooter early in the morning, since bell services is always available and quick. Our flight could not be changed at this point without spending major $$$, so we are stuck with it. Thanks to info on these boards, my mom went ahead and reserved her scooter for our December trip and so she can still use bell services one more time. I’m thankful that we won’t have to deal with meeting a vendor that early in the morning during the initial stages of the service transition, when there are bound to be bumps and gurgles.

Next year we will adapt. I’ll read how the transition is going and study all the alternatives to see what works best for her. And we can plan AHEAD for extra time if needed (not possible this year with the short notice). This will probably mean booking the more expensive afternoon flight home, but if we have to we will. Others will do the same.

Disney is fun for everyone, and trust me, folks with mobility limitations are experts at planning ahead and making adaptations. They also fully appreciate every little thing that makes a stressful thing like a Disney vacation a little easier. Please don’t judge until you’ve walked (or scootered) that mile in their shoes.

 

[Katiegrose]

So much this ^^^ Disney has created a monster in allowing this as long as they have just like they have created other monsters they have and are going to have to re-evaluate.

All you have to do is go to Bell Services and see them lined up for ever, many of them sitting outside in the elements. Walkways and paths all full of them making other guests walk a long way around. Bell Services folks running around looking like they have no control of the situation. Now add all the strollers and the crates full of food to their work. Disney paying to handle all kinds of items that they offer, but guests buy elsewhere cheaper isn't good for bottom line.

You know that when Guest A shows up and Bell Services can't find their "item" that they get upset, blaming Disney, wanting to get to park and their reservations. If THEY have to meet vendor they will be responsible for their own scheduling. I think it was on here someone complained they returned their ECV to Bell Services but the company said it wasn't there. Who was responsible? Guest, Disney, Company? If you cut out the middle man there will be no issues of transfer whether it be the right device/stroller, a non-damaged device or missing device.

Disney is paying many people to do nothing but babysit guests devices, strollers and food that they are paying another company for. All this is a loss to Disney. Disney is providing space to store all these devices and food they make no money from, even though they offer those items themselves. If you eliminate the middle man you likely eliminate most if not all issues for everyone, and Disney eliminates "customer service issues" and expenses.

We see all the complaints on here that bags from MCO don't get to your room for hours and hours. Well, if we eliminate a huge responsibility of Bell Services I imagine bags will be delivered more timely. I do agree though that if a guest arrives needing assist to their room then Disney needs to bring back the resort wheelchairs. They can design them in a way they stand out as resort chairs and not be permitted to leave the resort.

And we can not compare this service to deluxe hotels elsewhere that provide this. Other hotels likely handle a few at a time, Disney is a different kind of destination and there literally could be 100+ at any one resort at any time.

This isn't a ban on anything, this is just a change in the way guests must receive and return items they did not order from Disney. It is purely a "storage" and "economic" issue and given the volume you can't fault them for it. This also removes them from any responsibility from damage and loss issues.



DISCLAIMER: I have a permanently disabled son and one day we'll be using a mobility device. My observations are from an operational and business pov. And from a parent pov .... he is my responsibility, as is making sure I have what I need. If that means I meet the provider, then I will work that in to my schedule.

Yes!!! I agree with ALL of these points! In fact years ago my brother and I stayed at All Star Music in January. They had the parking lots toward the back of the resort filled with shipping crates for renovations and a significant portion blocked off for the cheer groups to practice. Even with a handicap placard the spots were filled and we often had an excessive walk to the room (further than just the bus stop). When I went to the front desk about it I asked to be moved to another building with more parking or asked if we could park where it was blocked off at night only. Instead of moving me they (I didn’t really want to go through the hassle but it would have been worth it) offered me a resort chair. They called around and found me one to use for the length of our stay. We were renting one in the parks and I offered to pay for it and they refused! They made it right since they had so much of the lot blocked off. Since that trip unfortunately his mobility has deteriorated and we’ve gotten our own custom chair but I learned then there is a personal responsibility. A lot of people aren’t wanting to take it. These off site resorts don’t have the same issues because most don’t want to deal with the hassle of transporting the device themselves.

 

[kaytieeldr]

sounds like there will be several scheduled times during the day. Same thing for returning, make sure it is 'sealed and delivered, so to speak' safe back to the vendor as well. (Rare, but have heard of 'misplaced' items - not sure how they were resolved)

Any scheduled times wo affect only the four current featured companies. All the others already successfully meet their customer face to face, and have for several years.

Disney coordinating with one company to provide the strollers and wheelchairs IS the definition of a monopoly.

Partnering with.one company for convenience or whatever while not barring any of the othe companies from the property is not a monopoly.

I have to agree that Disney may be instituting this to try to curb the usage of ECVs a tiny bit as well.

I have to disagree with this POV. Nlonger allowing 3-4 companies to use Bell Services will l have no effect at all on the number of ECVs, wheelchairs, or strollers. It might have a tiny effect on which companies get more or less business.

 

[KrazeeK120]

I’m curious to see how the grandfathering works. How is bell services going to know whether or not to accept your item when you return it at the end of the trip? That’s the part that makes me nervous, trying to drop it back off at bell services and them telling me they can’t accept it.

 

[Searc]

This is likely another cost-cutting measure so they can reduce Bell Services staff.

Or the Bell Services staff can now do their actual jobs they were hired to do.

 

[Searc]

So much this ^^^ Disney has created a monster in allowing this as long as they have just like they have created other monsters they have and are going to have to re-evaluate.

All you have to do is go to Bell Services and see them lined up for ever, many of them sitting outside in the elements. Walkways and paths all full of them making other guests walk a long way around. Bell Services folks running around looking like they have no control of the situation. Now add all the strollers and the crates full of food to their work. Disney paying to handle all kinds of items that they offer, but guests buy elsewhere cheaper isn't good for bottom line.

You know that when Guest A shows up and Bell Services can't find their "item" that they get upset, blaming Disney, wanting to get to park and their reservations. If THEY have to meet vendor they will be responsible for their own scheduling. I think it was on here someone complained they returned their ECV to Bell Services but the company said it wasn't there. Who was responsible? Guest, Disney, Company? If you cut out the middle man there will be no issues of transfer whether it be the right device/stroller, a non-damaged device or missing device.

Disney is paying many people to do nothing but babysit guests devices, strollers and food that they are paying another company for. All this is a loss to Disney. Disney is providing space to store all these devices and food they make no money from, even though they offer those items themselves. If you eliminate the middle man you likely eliminate most if not all issues for everyone, and Disney eliminates "customer service issues" and expenses.

We see all the complaints on here that bags from MCO don't get to your room for hours and hours. Well, if we eliminate a huge responsibility of Bell Services I imagine bags will be delivered more timely. I do agree though that if a guest arrives needing assist to their room then Disney needs to bring back the resort wheelchairs. They can design them in a way they stand out as resort chairs and not be permitted to leave the resort.

And we can not compare this service to deluxe hotels elsewhere that provide this. Other hotels likely handle a few at a time, Disney is a different kind of destination and there literally could be 100+ at any one resort at any time.

This isn't a ban on anything, this is just a change in the way guests must receive and return items they did not order from Disney. It is purely a "storage" and "economic" issue and given the volume you can't fault them for it. This also removes them from any responsibility from damage and loss issues.



DISCLAIMER: I have a permanently disabled son and one day we'll be using a mobility device. My observations are from an operational and business pov. And from a parent pov .... he is my responsibility, as is making sure I have what I need. If that means I meet the provider, then I will work that in to my schedule.

This bears repeating.

 

[Lewisc]

I have to disagree with this POV. Nlonger allowing 3-4 companies to use Bell Services will l have no effect at all on the number of ECVs, wheelchairs, or strollers. It might have a tiny effect on which companies get more or less business.

Having only one vendor, probably presented as a Disney operation should lower the number of ECVs stored by bell services. Currently 3 vendors drop a days worth of rentals in the morning. A Disney fronted operation will allow storage somewhat remotely. Disney will know they need 10 3 wheel ECVs in the next hour. They don't need a breakdown by vendor. The resorts know when a DME passenger boards their bus at MCO. Might they flag your reservation so your scooter is literally waiting next to the bus.

This is a negative to any vendor which is currently a featured vendor but is left behind. Gold seem to have perfected the personal delivery with quality product and pricing.

 

[HopperFan]

I’m curious to see how the grandfathering works. How is bell services going to know whether or not to accept your item when you return it at the end of the trip? That’s the part that makes me nervous, trying to drop it back off at bell services and them telling me they can’t accept it.

I think this will be the sticking point that will cause a red line drawn that they are done, no exceptions ... and anyone who ordered thinking they are safe, might not be. There really is no way for vendors to prove to Disney when something was ordered without generating the sharing of their financial transaction. How tedious.

Most guests will have no idea this is a change, and many who do won't book in advance. So if I were a vendor ..... I would just pick a date that works with Disney and call it a day. Hire my extra delivery folks and make sure I am highly reliable for delivery times, I am providing good product and actively moving forward for my success under the new system. If I lose a few folks because they have to meet me .... my job is to pick up new folks with my excellent service.

And remember; we have no confirmation from Disney as to what is really happening and what to expect.

 

[SteveH]

...All you have to do is go to Bell Services and see them lined up for ever, many of them sitting outside in the elements...

...This isn't a ban on anything, this is just a change in the way guests must receive and return items they did not order from Disney. It is purely a "storage" and "economic" issue and given the volume you can't fault them for it. This also removes them from any responsibility from damage and loss issues.

@HopperFan I have to say you NAILED it, you totally understand the issues that Disney is facing and obviously you understand how it will impact your family too.

 

[Brianstl]

Or the Bell Services staff can now do their actual jobs they were hired to do.

Accepting ECV deliveries are part of bell services jobs at high end resorts across the country. So it was part of what the were hired to do.