?? for all of you

[littlelulu33]

Over 3 months ago my parents told me to plan our dream Disney trip. My mom and dad, DH and I along with DD who is 3. My dad has MS and is in a power wheelchair/ECV, wheelchair and is unable to walk at this point. They said this might be the last trip that they will be able to go on and want to make it the best. So we decided on a split stay at Bay Lake Tower for a couple of nights and then over to Kidani savanna view. We need a roll in shower which I requested when I made the reservations. Was told that everything was all set in our reservation paperwork it says roll in shower hanicap room. We are going the beginning of Dec.
So today we come back from dinner and have a message from Disney to call re: our Kidani reservation. I call the number they left and it was the special request line....so I get a cast member who say that they have to change us due to the roll in shower now not being available. They want to downgrade us to a standard view. I told them no I book a savanna and want a savanna that was the entire point of staying there. This was my dads choice of resorts and I want to make this trip with them and DD as special as possible. I asked what else I could get and she said that I could get a step in shower with handrails and a chair. That might work, but the roll in would be better.
She said those were me choices I asked for a supervisor because if I did downgrade they were not giving us anything for their error. She said well I did offer a step in shower and I was the one not liking what they are offering. I said I booked a roll in and it was avail. I also said that our dates were very flexable we could have gone anytime in Oct, Nov, Dec. if they would have come back with a roll in is not avail the dates we have now. I would change our dates, but we just bought airfare 2 weeks ago and it has a $150 change fee. Why should I pay $150 x 5 for something that is not our fault. I did get a supervisor, but she was not able to do anything at least she seemed to listen to what I had to say, but there were no one bedrooms left with a roll in shower and I was last to make my reservation so that is why I was called shouldn't this have been caught months ago---They do not have any two bedrooms avail. She did edit my reservation so that we have the one with a step, hand rails and a shower seat, but I asked to be moved if a roll in does become avail. and they said they have no list and I could call daily to see if I could be moved. Why should I have to do it for their error. I have the supervisors supervisor calling me on Monday to see what she can do, What would you all ask for I think I should be given something if I do have to downgrade to a standard view don't you? Do any of you know how high the step is? They were unable to tell me. Thanks so much

 

[kaytieeldr]

I'm pretty sure the 'step' is going to be into an actual/standard tub.

So, let me see if I understand this. You booked seven months out (three months ago + December is still four months away). Did you "merely request" the roll-in shower, or did you - or Member Services on your behalf - speak with Special Requests to ensure the configuration you need? NOT being critical in ANY way, just trying to comprehend. It sounds like you did all the right things.

Now, three months after you made your reservation Disney is claiming that you were the last person to, what, reserve savanna view at Kidani for those dates? Or the last to request a roll-in shower with a savanna view for those dates? Either way, you're right - this is asinine. They certainly should have been able to tell you months ago that the unit you need won't be available. Heck, it almost sounds like they have one, one-bedroom savanna view unit with a roll-in shower... and that seems impossible.

Not that you need to be told but be sure to follow up with the supervisor's supervisor by mid-morning Monday. First, politely but firmly insist on the unit+view you reserved, complete with the accessibility you need. If that's not possible, have you considered Jambo House? Maybe there are one-bedroom accessible units there for your dates.

At any rate, do NOT - again, not that you need to be told - accept any type of downgrade without the comparable reduction in points.

 

[bookwormde]

I agree keep going up the chain of command, while it is understandable that errors happen, and as long it was an accidental “overbook” and not that your reservation was “given away” and preference was given for booking date then these things “happen”. What is not acceptable is that CRO is not making giving you the next available HC SV villa a priority (“they said they have no list and I could call daily to see if I could be moved” Is completely unacceptable). If they have a dedicated 2 br or even a GV SV HC they must give that to you at no additional charge. There is a special number and team for coordinating special needs for the resorts (I can not find that but hopefully Sue or someone else will be along later with it) so calling them would likely be a helpful route.

With the second half of Kidani opening in September there is really no reason why they cannot get you a HC room.

If in a week or 2 you cannot get any help through standard channels give post and I will see if I can put you in contact with someone who can help.

bookwormde

 

[kaytieeldr]

There is a special number and team for coordinating special needs for the resorts (I can not find that

I'm pretty sure it's in the FAQ. I'd look, but I'm wearing old sunglasses right now and can't see well.

 

[littlelulu33]

That is the number that I am calling special needs coordinator.
When I made the reservation the cast member called over to special needs and told them that we need a HC room with a roll in shower, it was avail. Last year we tried for months to get over to animal kingdom and it was always not avail so we we were at family suites music with roll in shower. This trip my parents wanted something different that they will always remember. When I made the reservation they could have saved about $1600 to stay at the family suite and they said these are the two resorts they wanted for this "dream" trip with their granddaughter since they may not be able to go again. We want two bathrooms (5 people trying to get ready) and connecting rooms. The reason we would not do Jambo house is that there is only one full bathroom in the one bedroom, now if they were to upgrade us to a two bedroom with a savanna view I would be ok with that. Other wise two bedrooms in lodge connecting, but we loose the kitchen. My DD loves her milk first thing in the morning. We really would not be cooking, the kitchenette was fine last year in family suite. We usually order some stuff from wegoshop or Garden Grocery.
They told me that I was last person to get a Savanna view with the roll in shower so that is why I am being moved. I just wonder the dates we are going is during the time they are taping the Christmas Parade (didn't know that at the time) and maybe a "star" or a "stars family" needed the same room type and if we got the last room then we are bumped. The way the one cast member made it sound was that they change the rooms--I said this is a new resort they are not going to be modifying rooms already.
They said the tub is a whirlpool and the shower is seperate and has a step just wonder how high.
Thanks

 

[kaytieeldr]

The reason we would not do Jambo house is that there is only one full bathroom in the one bedroom, now if they were to upgrade us to a two bedroom with a savanna view I would be ok with that

Well, then, that's going to be one of your options to consider when talking to the higher-supervisory person tomorrow - something for you to suggest if Kidani can't be negotiated.. Your FIRST option is, of course, still the one-bedroom in Kidani with the roll-in shower.

You're going to be polite but firm, and - ideally - not get off the phone until this problem is resolved. I'd make the call for you with you on the phone, of course, but I have workshops all day Monday.

 

[kaytieeldr]

They said the tub is a whirlpool and the shower is seperate and has a step just wonder how high.

Ah, okay - if that's true, it may work. On the other hand, it doesn't seem that there would be a seat in 'just a shower'. Maybe Disney can provide one?

At any rate, that's your last resort - and you want to know what happens if you get there and it turns out the person in your party who needs the roll-in shower can't step over even that small lip?

Oh, yeah - you want to reemphasize this:

My dad has MS and is in a power wheelchair/ECV, wheelchair and is unable to walk at this point

Maybe it's early, or maybe it's my common sense kicking in - but how can a person who can't walk be reasonably expected to shower in any facility into which she/he can't get without a wheelchair?

 

[bookwormde]

The showers in the Kidani villa are “custom built” and the step over is about 4-6”. The grab capability is not great but the shower is huge with a shelf “seat” on the far end. They have a fixed shower head so that might be an issue, but I guess there is some possibility of having them put a hand held shower head on if access is possible and being able to shower seated is all that is needed.

The special need coordinators have an exceptional reputation for coming up with solutions that “work” so I am really surprised at the answers (particularly the call back daily thing).

Keep at it and remind them that Kidani has a whole additional section opening in September (they can not have committed all the HC rooms already since that would not give DVC members with HC needs equal access) and ask it there any 2br dedicated or GV SV villas available.

Giving the best description of your dad’s capabilities may open up possibilities of less “formal accommodations” like a talked about above that will still be acceptable and effective.

Also some who book a HC room do it to make sure the WC/ECV will fit into the villa (they will fit in all the villas) and do not necessarily need a roll in shower so hopefully the coordinator is checking back with the other guest to see if they all actually need the fully accessible villa, since it was their mistake.

Keep a cool head and keep exploring the alternatives.

Good luck

bookwormde

 

[littlelulu33]

Thanks for the offer to be on the phone with me.

My dad rolls in and transfers to a seat with a hand held shower


We is the second phase opening?

 

[bookwormde]

last word was September, when I was there in June much of it was virtually complete

bookwormde

 

[littlelulu33]

bookwormde thanks---the September opening might be the ticket. They should not have sold those rooms yet right?
They said I should have been told back when I made the reservation that it was not avail. --if that was case then we would have changed our dates.

 

[littlelulu33]

I wanted to add we are not DVC members just booked with regular reservations.

 

[brekin67]

Good luck getting the room you need.

 

[kaytieeldr]

Also some who book a HC room do it to make sure the WC/ECV will fit into the villa (they will fit in all the villas) and do not necessarily need a roll in shower so hopefully the coordinator is checking back with the other guest

Absolutely. This is great advice, bookwormde!

The first time I stayed at OKW, I had to change rooms after one night. I'm not a little person, but I couldn't get into the beds (well, I did, but I had to sprawl across one and pull myself up onto the mattress). My second studio had low beds and a roll-in shower.

Silly me, I thought that was standard - so on my second stay, I requested a studio with a roll-in shower, assuming the beds would be lower and therefore accessible to me.

Nope. I got the 'right' shower, sure - but the beds were the standard high ones. The engineering manager was brilliant, by the way - he adapted a bed!

 

[littlelulu33]

I tried to talk to someone yesterday and was told to talk with Helen today.
I called today and she was great trying different options with me. She said that over at Kidani they had to change many of the HC rooms over to regular rooms due to not meeting HC standard which messed up several of the reservations.
Anyway these were the options that we given to me
Change to a standard view with a roll in shower and a $200 gift card with a refund to the cheaper view
Stay in a savanna room with tub/shower combo and transfer seat, hand held shower and bars and a $200 gift card
Two connecting rooms in the lodge one with a roll in shower. NO gift card.
I tried for club level---but she said they have no rooms left on club level (might have been the cost who know)

Well after talking with my parents my dad is the one who has to do the transfer. They said he would be able to swing is legs with the help of mom and to stay in Kidani with the transfer seat and the gift card. That way we keep the kitchen for breakfast and such. We knew we wanted a savanna view and like the idea of more then just a regular hotel room in the lodge.


Thank you all for your help.

 

[Chuck S]

Nope. I got the 'right' shower, sure - but the beds were the standard high ones. The engineering manager was brilliant, by the way - he adapted a bed!

This is true, we were placed in a HC Studio (because it was ready when we checked in, not because we requested HC) and it had a modified kitchenette, closet, commode and roll-in shower...but I was surprised the beds were the normal high beds. Room number 5010. Nice room, but I found the fact that everything was modified except for the beds kind of odd..

 

[bookwormde]

Glad you will were able to get something that would work for you even if it were not ideal. This reinforces the information I have seen about the abilities of the special needs group.

It does make me wonder what DVC is going to do to end up with the right number of HC rooms for the population served.

bookwormde

 

[littlelulu33]

I also asked that when the next part of Kidani opens next month will there be roll in avail. She didn't seem to know what I was talking about---she told me that there is not another section opening with the info that the resort has given her.