How does Special Services Work??

[Marie14625]

A few people here have mentioned using Special Services. How does that work? Is it right through Disney? Also, should we use that instead of AAA travel? Or can we ask AAA to use it?

I know I called WDW a few weeks back to ask a couple of questions, and the CM I spoke with mention SS also. Thanks.

 

[clkelley]

The "Special Services" reservations folks know the exact inventory and configuration of the Accessible rooms at WDW. I would make my reservations directly through Disney. (407) WDISNEY. Then wait till you get your confirmation papers in the mail, then call "Special Services" directly at (407) 939-7807 - option 1 and give them your reservation # and speak with them about your needs in your room. They can then assign the room you need to meet your needs.

General reservations used to connect guests directly with the Special Services folks to discuss their needs, but that ended about a year ago. They put guests on hold now and they talk with Special Services. We have had trouble getting accessible rooms since this happened, so we use the approach above when we must have an accessible room.

 

[Marie14625]

So, then it is best not to use AAA travel?

I just want to make sure our accomodations 100% suit our needs. Thanks for the feedback.

 

[SueM in MN]

So, then it is best not to use AAA travel?

I just want to make sure our accomodations 100% suit our needs. Thanks for the feedback.

If you use AAA, you are adding another person (and another chance for misunderstand what you need). I personally would suggest contact with special services by the most direct route.

 

[Marie14625]

Well, I have talked with the others I am traveling with, and it seems we are agreeing that special services is the way to go.

 

[shovan]

I agree! If you need an HA room or rooms, go straight thru with Disney. And then check, recheck & double-check to make sure they have everything set up correctly. We also call the resort directly about a week before we leave. I know this sounds excessive, but I can't tell you how many times we've been told "Your reservation doesn't say anything about an accessible room."

 

[Marie14625]

I agree! If you need an HA room or rooms, go straight thru with Disney. And then check, recheck & double-check to make sure they have everything set up correctly. We also call the resort directly about a week before we leave. I know this sounds excessive, but I can't tell you how many times we've been told "Your reservation doesn't say anything about an accessible room."

Shovan..I can say been there done that also. Last year Kim had to go to an overnight conference in a nearby city. The hotel assured us our room was accessable. So, we got there....and the "accessable" room had a set of grab bars attached to the toilet. That was it. Thing is, Kim has difficulty using that type of grab bar, she needs the wall mounted type.
Plus, the shower was not a roll in. Turns out the hotel had NO roll in showers at all.
Kim decided that for one night it was acceptable...but if we had to stay longer, it would not have been.

 

[SueM in MN]

Shovan..I can say been there done that also. Last year Kim had to go to an overnight conference in a nearby city. The hotel assured us our room was accessable. So, we got there....and the "accessable" room had a set of grab bars attached to the toilet. That was it. Thing is, Kim has difficulty using that type of grab bar, she needs the wall mounted type.
Plus, the shower was not a roll in. Turns out the hotel had NO roll in showers at all.
Kim decided that for one night it was acceptable...but if we had to stay longer, it would not have been.

I've got a better one than that. We booked a 2 bedroom suite that was supposed to be accessible in northern Minnesota. Checked in, found our room, opened the door and there is one step down to get into the room. On that level, there was the master bedroom, a bathroom and a little entry hall that was about 5 feet square. To get the kitchen/living room area, it was one step back up. We went back to the office to try to get a room that WAS accessible. The clerk said that all the rooms were that way. The clerk didn't see a problem because it was only 1 step, not a whole flight, like some of the other rooms at the resort.

 

[zzyzx409]

I've got a better one than that. We booked a 2 bedroom suite that was supposed to be accessible in northern Minnesota. Checked in, found our room, opened the door and there is one step down to get into the room. On that level, there was the master bedroom, a bathroom and a little entry hall that was about 5 feet square. To get the kitchen/living room area, it was one step back up. We went back to the office to try to get a room that WAS accessible. The clerk said that all the rooms were that way. The clerk didn't see a problem because it was only 1 step, not a whole flight, like some of the other rooms at the resort.

I've experienced this kind of thing as well, though not the steps, just rooms that ares upposed to be accessible.

It seems that rooms are considered accessible if the bathroom has accessible features (grab bars, toilet etc. maybe or maybe not a roll-in shower). I had one room in Sedona AZ that was "accessible" but just try getting into it, right in front of the entry door as you open the door, was a wall. about 3 to manye 3.5 feet away. I asked about it, and they said that all their rooms ahd the same floorplan. What they meant by an "accessible room" was and accessbile bathroom.

I really think the whole hotel/timeshare industry needs a new, consistant definition of an "accessbile room"

Just MHO, YMMV

Andy

 

[Marie14625]

Though I am a person who does not use a WC, I have become much more consious of what is accesable and what is not. I am always totally astounded as to how many definitions it seems to have among folks who do not fully understand the needs of a person in a chair.

I think all folks who work in a service type setting needs to spend some training time in a chair, brought to a room like Sue had and then told..OK, get into the room..but do it while IN the chair.

I think it would be a learning experience.

 

[kaytieeldr]

I agree! I recently stayed in an accessible room in a Las Vegas hotel, because it was close to the elevator. The ONLY differences between that room and a 'regular' room in the same hotel, which I know because I've been there before, are in the bathroom. Roll-in shower, check. Grab bars on the walls, check. Room to roll a wheelchair under the sink, check. Now, granted, I don't think you could actually position your face over the sink from a wheelchair, or even maybe reach the faucet... but 'best' of all? Each room has a small window that actually opens. Usually it's at one end of the tub, but in the accessible rooms it's over the sink. At five feet tall, standing, I couldn't reach the window to close is - and it was coolllld in Las Vegas that week.

I called, and someone came up and closed the window; but I tried explaining the problems (sink, bed height, window, other stuff I can't recall right now) to a Front Desk Manager. Her response? "Oh, nobody's ever complained before". I mean, politely, but still...

 

[jaycns]

I would also like some information about this.

 

[Marie14625]

I just want to share my own experience. Based on some of the great information I have recieved here on DIS I called Special Services directly with some questions about CSR and PO. I pretty much told her all we were looking for..roll in shower, conjoined rooms etc. I found her to be very helpful and she seemed quite knowledgable and willing to answer all my questions..even the lame ones.
She did advise me that we should make our ressies asap, due to limitations on the rooms..especially the conjoined one. So here is where my group stands..we are going to meet next Sunday at Kim's house (I wanted to have everyone here, but sadly I am not accessable) to finalize the plans. Hopefully we can make the ressies next week.
One thing though...I mentioned that it was suggested here that I call SS directly after I got my confirmation letter...but she said that would not be necissary, as whoever we made our ressies with would do it. We are going straight through Disney . What do you think??

 

[clkelley]

I\One thing though...I mentioned that it was suggested here that I call SS directly after I got my confirmation letter...but she said that would not be necissary, as whoever we made our ressies with would do it. We are going straight through Disney . What do you think??

That's the problem, notice she said "whoever we made our ressies with would do it". Meaning you will not be speaking directly with special services, so there is room for misinterpration and just plain laziness, because on the two times I did not speak with Special Services directly, we did not get what we needed, and they wouldn't move us because they were full and it was not noted in our reservation as to our needs. Now, when I have spoken directly with Special Services, the resort has gotten it right, or if they didn't, they found it in our records, and were able to get us the correct rooms within 24 hours. Even if CRO speaks to special services, I would call them back directly just to double check.

 

[dj2]

as an aside, don't forget that you can still get your AAA discount, if available, even w/o going through AAA. you have to ask disney for it--they don't offer anything. it also never hurts and occasionally pays off to ask an open question such as "are there any other room discounts for which i might qualify?"

also, don't forget to check www.mousesavers.com in case there are codes available for your timeframe. and check back, because you can often add a code later to a room only request and get the better rate w/o any change fees.