How can this happen?????

[rigsby25]

I made a reservation in August for a handicapped access villa at Old Key West. I received a "guaranteed" handicapped access reservation. We are leaving Saturday morning. When I walked in my husband told me some guy named "Bob" from member services called, and they don't have a handicapped access available. How can they do this??? There are 12 people meeting here and Old Key West is our home resort. How can something be "guaranteed" since August, and 3 days away be unavailable? What does guaranteed mean? And our reservation is for a studio the first night, a grand villa for 5 nights, and a studio for the last night. I e-mailed them 3 days ago to confirm. They want to move us to Saratoga Springs by a quiet pool. I am so angry. I don't want this to spoil our vacation, but it is very hard for me to handle. I don't want Saratoga Springs. Of course, he called 10 minutes before closing and there is nothing I can do until tomorrow. What can I do if anything? Please someone help me to understand.

 

[Sammie]

The guarantee is, not a real guarantee. Nothing at Disney is, such as medical NS, etc. They don't block rooms when you book them. So when you book has nothing to do with guarantees.

Basically what happens is they will guarantee if they have one available you will get it. Obviously they have realized that when you check in, no one is checking out of one.

All you can do is take what is available. I am sorry you are having to deal with this right before you arrive.

But basically almost all hotels work on the same premise. Disney just books more tightly than most places.

 

[rigsby25]

Now we are calling the relatives and asking if they would like to switch to Saratoga or see if we can get about 3 1 bedroom villas at Old Key West. This is so humiliating 3 days out. How ashamed I am of DVC right now.

 

[rogerram]

I don't blame you for being mad about this. this is not the same as asking for a pool view. This is handicapped accessable rooms and a real need. I would call tomorrow and get into more with ms. Please keep us posted and goodluck.

 

[DebbieB]

Perhaps there was some kind of maintenance issue with the handicapped villa.

I heard of this happening to someone and I think they got 2 two bedrooms instead (no extra points).

 

[sean-1966]

I would call your gude first thing in the morning. I am sorry this is unacceptable. We're not talking a NS room. I'd love to know their explanation.

 

[ddave]

1) Call your guide.
2) Call MS. Talk to a supervisor, or the supervisor's supervisor.
3) Take SSR. It's not that much different from OKW, except the mini kitchen/living room . Honestly though, you will like it, after you get over the initial disappointment.

 

[byoung]

Also deman they give you OKW points value at SSR if they change you.

 

[jakenjess]

I'm so sorry to hear this! I don't blame you for being upset. I'm not sure if you've seen the SSR grand villas, but they are gorgeous! So if you do move over there I don't think you'll be disappointed. I hope it all works out well for you!

 

[rigsby25]

Well here it goes. My sister in law was the first. "Now wait a minute...how can a handicapped access room be guaranteed since August, and now 4 days out its unavailable. This stinks, yada, yada, yada." Only one person in our party is confined to a wheel chair. But I wanted her as well as the rest of my family to have a great time. We sent everyone pictures. We bragged about the balcony. There are 12 of us (2 16-yr olds and the rest adults). We reserved the OKW grand villa to be able to spread out and they're putting us in smaller accommodations? So much for the purchasing where you want to stay" argument. A Saratoga Springs villa is going for 395 points versus the 225 points at OKW. (So says the DVC people - I don't think its worth 175 more points!!!!), so I thought we should be able to get 3 1 br villas at OKW for that 395 points they are willing to part with at SSR. But it won't be the same. We have our bedroom at home decorated like Old Key West and we love the atmosphere. Fellow DVC'rs. Watch out. I think this will happen more and more. I thing SSR is the "Allstars" of the DVC resorts. No offense. I've stayed there and enjoyed my stay, but I hear that it is not selling and the people who are buying there are staying at my and your resorts. So we're getting SSR shoved down our throats. Excuse me for ranting. How can such an exciting vacation be turned upside down just before we leave?

 

[PamOKW]

Someone can correct me if my memory is failing, but I think there are only a very limited number of handicapped GV's -- I think it was one before they built the new buildings. If something has taken one of these out of commission, that would throw everything off. I agree it stinks but it is what it is. I would call tomorrow with an idea of what you think acceptable alternatives are and see what can be worked out. I agree that the SSR Grand Villas look pretty spectacular to me. They also offer more complete handicap access because the elevator allows entry access from either floor. But, if OKW is the preferred resort, maybe they can find an acceptable alternative of units.

 

[lizziepooh]

Now I'm nervous! We have a "guaranteed" handicap accessible grand villa at OKW in October for 9 ladies and 2 of them are in wheelchairs. Steps are not an option. I too have really talked up OKW to everyone.

If you settle for 3 1 bedroom units, you will only have 3 actual beds. The other 3 "beds" will be the sleeper sofas in the living room which are not very comfortable for adults.

Let us know what happens. Good luck.

 

[rigsby25]

Good point about the 1 bedrooms. Maybe 2 2-bedrooms. I really don't mean to offend anyone with the All Stars comment. Its just that whenever I'm leaving the parks, the All Stars bus line is so long and there are so many people there. And SSR is so big. Its not any better or worse. Its just big. Is there anyone out there that can point out good features about an SSR grand villa. I don't care about fancy or spectacular. I don't care about downtown disney. We never go there. We went once, and really never cared to go again. There is nothing there that attracts us really. He said we would have a view of downtown disney near a quiet pool. Does anyone know if there is a HA villa in building 14 right across from the hospitality house? I would much rather that location. In the springs, right next to the bus stop (3501 - 3836) and across from the main pool with the zero entry, close to the turf club. I am afraid when my sister in law in the wheel chair finds out because I'm afraid she's going to feel like - well you know, like its her fault or something. I will not be happy unless she's happy and comfortable. What a horrible way to start our vacation. Please help me look for positives SSR people.

 

[SueM in MN]

The guarantee is, not a real guarantee. Nothing at Disney is, such as medical NS, etc. They don't block rooms when you book them. So when you book has nothing to do with guarantees.

If your confirmation says "Guaranteed handicapped" or "Guaranteed wheelchair accessible" or "Confirmed Wheelchair accessible", it means just that. It is a guarantee and not a request.
A person who needs a wheelchair accessible room can typically not stay in that resort unless they know they will have a wheelchair accessible room.
When you make a reservation for a wheelchair accessible room, before taking your reservation, they check to make sure one is available for that time period. A room is blocked off at the time of your reservation and that particular room is reserved for you (they won't tell you what room it is, but is blocked). So, it is guaranteed.
But, things can happen - such as a handicapped unit going out of service. If there are others of that size available, they will just move you to another that is available and you will possibly not even know it happened. If there are none of that size in the resort, they will move you to another resort.

Someone can correct me if my memory is failing, but I think there are only a very limited number of handicapped GV's -- I think it was one before they built the new buildings. If something has taken one of these out of commission, that would throw everything off.

You are exactly right, Pam.
My guess since it is only 3 days before your arrival, is that something happened to make the GV that was blocked for you not useable. There are only 2 handicapped accessible GV at OKW, so if something happened to one of them and the other was already guaranteed for someone else, they don't have a place they can put you. (One is in building 63 and the other one is unit 4815.)
The wheelchair/handicapped accessible ones have roll in showers, roll under sinks and grab bars in the masterbath and a roll in sink in the kitchen. The rest of the unit is the same as all the other GVs. If she needs a roll in shower, you are out of luck at OKW.

I believe there is only one other GV in building 63 (but Doc probably knows for sure). If she doesn't need the roll in shower, it might be possible for them to agree to block that one for you (but, that's a long shot, since it might already be occupied and they won't move someone to accomidate you). You can access the GV in building 48 and the ones in building 63 without going up a flight of stairs, but all the others begin on the second floor.

SSR has elevators in every building, so if all you need is to be able to get into the GV, you could use a non-handicapped one there.

 

[BroganMc]

I'm a guest who needs a wheelchair accessible unit. Lifelong RA has limited my mobility to the point I can not climb steps of any size. No curbs, no shower lips, and absolutely no stairs. I use a power wheelchair to get around but can walk short distances (20 feet) with a cane, as long as it is level.

I always request a roll-in shower because it means I can get in and out of the shower without any assistance. I would not be able to climb a flight of stairs with any assistance. Some strong young relative would have to carry me or I'd use a stairlift/elevator.

I suppose if your SIL has been a wheelchair user for a while she's just as used to accommodation disappointments and changes as I am. I make all our family's travel arrangements and triple-check up to the last minute. I don't even accept a room until I've seen it firsthand and can verify it will work for me.

I haven't toured OKW, but I did tour Saratoga two weeks ago. The Grand Villa is just eye-poppingly awesome. I don't know which bathroom is considered the accessible one (1st floor master or one of the second floor rooms), but the non-accessible room I toured was still very pleasing to me. I could drive my power chair all around the unit, including the second the floor. I insisted the Guide give me the full tour and checked out every bedroom and every bathroom. I also toured the 1, 2-bedroom and studios, all regular rooms, and found the same roomy space.

A regular bathroom does not have high seat ADA toilets (an issue if your SIL can not easily transfer or climb up from a regular seat height), but there was more than enough maneuvering room for me. Studio and 2nd bathroom tubs were standard ones with a 16-18 inch side. A bathtub transfer bench may provide access for me but with assistance in case I slipped. Regular showers have a 4 inch lip and built-in shower seat. Of all the showers I've seen in various timeshares that appeared the most doable for me, with assistance. All the doorways and passageways were wide enough for me to drive my power chair around.

In the Grand Villa, the second floor contains two bedrooms and the laundry with a grand staircase downstairs for the living room, dining room, kitchen and master bedroom. I could easily look down and see all the happenings in the living room and kitchen. Made me feel if I was up there, I could still hear what was happening below. And with the separate second floor entry (with the same card key), I could pop out, hop on the elevator and downstairs to the main floor.

I'd prefer this to a GV all on one floor (it feels more like a home) and one that only gave me entry on the first floor (blocked off by stairs making that second floor a neverland for me). Hence, I'm not keen to set off for OKW despite what folks keep saying about space and the low point count. Newer resorts tend to have much better accessibility and make accessibility natural. You feel like you are part of the group instead of a forgotten add-on.

I loved that the bar in the 1-bedrooms have a lower table-height counter on the chair side. And I loved the bench-style table in the 1-bedroom (the GV has a proper 10-12 seated dining table). The bench-table has a bench for seating against the wall, then an open space on the other side. Presumably you'd pull the bar-stools (chairs) over to seat 4-5 people at the table. But for me, I could just drive up to one of the three free edges and feel like it was made for me. No chairs to move out of my way.

As for Saratoga's location, I did purchase with hopes of staying at Wilderness Lodge this December. I could not get a confirmed accessible room anywhere except Saratoga. But after I wound up with Saratoga, investigated the alternatives, and considered my group's intentions, I extended my Saratoga trip and cancelled all my waitlists for elsewhere. Saratoga is a gorgeous resort. It's proximity to Downtown Disney means I can take my friend (Disney newbie) to Pleasure Island his last night, go clubbing, get snockered and enjoy myself. The next day, I can slip into the zero-entry pool (I am not able to get in a pool because of steps, mind), take a stroll and get ice cream at Ghiradelli's with my dad. I can take the ferry up the stream and visit OKW or Port Orleans (if I read that right), or I can hop on the bus to the parks and my dad can meet me later with the car. And I'm even considering a night at Cirque de Soleil since it is so close. Certainly Raglan Road warrants another visit. Or if I get really bored, I can hop over to the movie theater for the latest Christmas movie.

It sucks that you've had the rug pulled out from underneath you. I'd be hopping mad myself and raise a big stink about it all with a supervisor. Not just for you but for the rest of us who are looking at those guarantees as assurances we will have a decent vacation and it was worth the expense. They owe you an explanation and apology, no last minute phone calls and wussy "we never said it was an absolute guarantee" excuses.

I'd insist on being given the Saratoga GV for the OKW point count. It's their problem the accommodations you need are not available to you. And I believe by law they are not allowed to charge you more for an upgrade at their mistake. More points would be a higher cost.

At the bare minimum, you need an accessible GV and an accessible studio. If the accessible GV is not free (others may have confirmed that at SS), then a couple two-bedrooms (one accessible) with a price-break (you are losing the grand dining room and living room) would satisfy me. If an accessible studio isn't available then they'd have to bump me to an accessible one-bedroom, no other compensation needed since that is an upgrade. I would prefer a Downtown Disney view since I get the lake and "city lights" in the distance, but if you like pool and center of it all a Springs view would work. I'd probably see the Paddock as a downgrade, but I can't guarantee that.

If your SIL is content to sacrifice her happiness for the group, then you could go for a regular GV with an accessible room nearby for her. But she may end up feeling left out if she can't even get into the GV to see it. You're fighting for her will probably make the biggest difference to her. It means you care about her happiness as much as your group's. Disney should do that too.

I suspect the accommodations at Saratoga are Disney's attempt to make the best out of a bad situation. Most likely a unit went down. Hell's being paid somewhere. It shows OKW is an older resort and probably not on my high list of places to stay now. I think I'd be sacrificing too often to save a few points. (I could satisfy myself with a non-accessible GV at Saratoga, but not one at OKW.)

Good luck!

 

[Ali and boyz]

Now I'm nervous! We have a "guaranteed" handicap accessible grand villa at OKW in October for 9 ladies and 2 of them are in wheelchairs. Steps are not an option. I too have really talked up OKW to everyone.

If you settle for 3 1 bedroom units, you will only have 3 actual beds. The other 3 "beds" will be the sleeper sofas in the living room which are not very comfortable for adults.

Let us know what happens. Good luck.

Likewise. my DS can't move at all and we need a roll-in shower and wheelchair access or we wouldn't be able to go.

reading SueM's thread makes me feel a bit better. we bought at SSR and need a 2 bedroom so maybe we might be okay . can I just say that we toured the GV at SSR although don't think we will ever have enough points to rent there but it was gorgeous and I mean gorgeous if that helps you feel better.

we go early July so I will phone before we go. what do you reckon phone a week before or 2 weeks before to check ??

 

[rigsby25]

Thanks for your replies. I wish my husband would've gotten more details from "Bob". I'm going to call today. I really appreciate your comments BroganMC. If we get stuck with Saratoga, I'm going to try to convince my one sister in law to talk up the "upgrade we were fortunate to get" so that she doesn't hurt my other sister-in-laws feelings. The first sister in law has stayed with us before at OKW and she is severely disappointed. I am sure MS thinks this is an upgrade to the highest degree. Its just that we don't. At least today I can call calmly because of your great comments. I myself won't be disappointed now if it makes Holly's life easier. I don't want her to be disappointed, even if she is "used to it". I won't allow it!

 

[bpmorley]

Good Luck Rigsby. I hope you have a great vacation, god knows it hasn't started well. We'll be down monday, maybe we'll see you around.

 

[Ali and boyz]

I know it won't help you as we are only one of thousands of dvc owners but we for one won't be booking elsewhere at the 7 month window. we thought the SSR resort was beautiful and I know you weren't offending anyone re the Allstars comment but I personnally don't think you can compare SSR and Allstars . I can understand you frustration though. sending you loads of .

please let us know how you get on.

 

[Patty3]

I was hoping for an update as well.