Is there a phone number for resort disabilities?

[tinkerbellybutton]

Hi all! I will be at CBR with my mom and children in a few weeks. My mom has mobility issues. She will have to rent a wheelchair in the parks, but should be able to get around the resort ok. However, she is not able to climb stairs. I know that CBR does not have elevators for guests use.

I was unable to book a preferred room (none available) and we are stuck with a standard room. While it definitely would have made her trip much easier to have a preferred room I am really more concerned with the floor level. When making the reservation I requested ground level, and also made that request again during online check in. I let the CM know my reason for requesting ground level and asked if there would be any way to have that request guaranteed since it's a disability issue. I was told that even tho my mother can not climb stairs my request is not guaranteed to be granted. I thought I remembered reading here long ago that there was a phone number you could call about requests for room location for guests with disabilities. Does anyone know the number, or if such a thing even exists?

Thanks!

 

[cornflkgrl]

I have emailed and called regarding disability accommodations before and guest relations directed me to the right person. I think this is the address I used, but can't be sure at this point. Disability.services@disneyparks.com or (407) 560-2547. That might have been the email address I used that preceded my phone call. If not, calling guest relations will work as they normally will direct you to who you need to talk to.

 

[tinka-belle]

Call reservations (or wherever you've booked thru) and have your room request listed as "ground floor -medical reason - cannot climb stairs", or whatever the CM can fit into the room request field. While not a guarantee, the room assigners do look at the requests and will try to accommodate, the "medical" term will alert them.

 

[DG25]

I sent an email about our upcoming vacation. I sent it as a complaint. For years I have been asking for a special room request due to medical reasons, they have only once been accommodated and that was at POFQ, so out of 8 visits only once did we get half the accommodations, but I will say each time, the as singers, pulled a specific room out of service for us and our room is a 50/50 as to if it accommodates us. If it does not we have always been moved and the second room has accommodated us as for the room. We need more accommodations than just the room. Anyway, I wrote a complaint because for the first time we are DVC, well we got a call and they seem to understand the room part of our needs which is better than the resorts, and I will say she understood the other accommodations, now the question is will it be accommodated, who knows. But for a medical reason, they will bend over backwards for you to get the room you need, and if not the first try, go back and try again. I put ground floor of all of mine, and she said she would make sure we got it in all but one, that is AKL, DVC is all 5th floor she said, so I was like that is not going to work, she asked a bunch of questions and we came up with how the fifth floor would work, there is an elevator, and she left it as, if she can not get one of those few rooms blocked for me, then she would call be back and send us over to the other part of AKL, so as I say they do there best.

Last sept we were at BC and after 4 miserable days of not getting accommodated, and them trying several things, and realizing it could not be done, they sent us over to the contemporary. We went from a deluxe room cl at BC, to a huge suite at contemporary, it was the bomb, so sweet. Not what we asked for, but it was nice, and we loved it. Now we know never never book at BC. But por gave us room in mention, and moved us to alligator bayou which worked, pofq went out of there way and did great. Poly moved us and it worked out fine. Contemp worked great. Grand Floridian worked fine, but they did have to move us.

Point is, they work really had to make sure you get what you need. Our problem, is what people think will work is not always what does, for us they always think preferred or up close, that is not always what works best, at pofq it was one of the farthest rooms that work best, at contemp we were in garden wing in a hospitality suite, it worked great. In grand we were in sugar loaf, so not always the closest, but it worked best for us.

 

[TheRustyScupper]

I wrote a complaint because for the first time we are DVC

1) Please remember, DVC has no "Pull" at resort accommodations or non-DVC-resort room assignments.
2) When I do "back room" assigning, DVC has no impact.
. . . in fact, sometimes, we think this is a ploy to get special attention
. . . Walt always said EVERYONE should be treated the same (this is why there is no tipping the Concierge)
. . . and, we try to not put anyone before anyone else
3) Just have the medical needs (medical needs, not medical condition) listed on the ressie, and we will TRY to meet the request.
4) But, remember, MANY PEOPLE say they have a medical need, whether they do or not.
. . . I have seen guests trying to get better views or ground floors claiming a disability
. . . I have seen guests asking for special treatment due to a medical condition
5) We have to process ressies in order, and are not allowed to ask for medical verification for requests.
6) So, by the time we get to your ressie, rooms that meet you needs may have already been assigned, and we can't change that

NOTE: It ALWAYS helps to check-in as soon after 6:05am as possible. We have an excellent chance of moving rooms around to meet your needs. We can simply move the others into a different room, and gives their room assignment to you. (This is done , literally, on a daily basis . . . whether for medical reason or simply a room preference of a guest.) The later in the day that you check-in, the less the opportunity. And, if you check-in after 4:00pm, there is only a slight chance at working a re-assignment.

 

[Bete]

Keep trying to get a preferred room. There are cancellations all the time. It is best to look at the 45 day point out from your trip; because, that's the last day to get a refund on a cancelled trip. You can call and get a change to a preferred room more easily.

I would definitely put in a request for ground level for medical reasons. I wouldn't go into the details. The reason it's not guaranteed is that they can't project that far ahead. If you haven't secured a preferred room ahead of time I would on one or two days before your arrival call again and say your request again about ground level and preferred. At that point in time it will be easier to help you with a request. Then, Disney will know who is checking out for sure. Sometimes, at check-in you can try, too. You may have to wait a couple of hours to get the room you want, but if it's important enough it will be worth it.

I have used this method myself and I am seldom disappointed.

 

[DG25]

1) Please remember, DVC has no "Pull" at resort accommodations or non-DVC-resort room assignments.
2) When I do "back room" assigning, DVC has no impact.
. . . in fact, sometimes, we think this is a ploy to get special attention
. . . Walt always said EVERYONE should be treated the same (this is why there is no tipping the Concierge)
. . . and, we try to not put anyone before anyone else
3) Just have the medical needs (medical needs, not medical condition) listed on the ressie, and we will TRY to meet the request.
4) But, remember, MANY PEOPLE say they have a medical need, whether they do or not.
. . . I have seen guests trying to get better views or ground floors claiming a disability
. . . I have seen guests asking for special treatment due to a medical condition
5) We have to process ressies in order, and are not allowed to ask for medical verification for requests.
6) So, by the time we get to your ressie, rooms that meet you needs may have already been assigned, and we can't change that

NOTE: It ALWAYS helps to check-in as soon after 6:05am as possible. We have an excellent chance of moving rooms around to meet your needs. We can simply move the others into a different room, and gives their room assignment to you. (This is done , literally, on a daily basis . . . whether for medical reason or simply a room preference of a guest.) The later in the day that you check-in, the less the opportunity. And, if you check-in after 4:00pm, there is only a slight chance at working a re-assignment.

You sound very pessimistic. Many disabilities are unseen. Yes I'm sure there are many who do it as a ploy, but who knows what they may have. Walt may say to treat people the same, but federal law states, give reasonable accommodations, to treat people equally, because they know without a law, those with disabilities would probably never get a equal chance.

I did not mention what my disability is that would need a special room or room type. But Disney does not follow Ada when it comes to my disability. When you have a w/c they have a room for you. When you are deaf they have a room for you. When you have mobility problems, you can get preferred rooms. Me, I have asked for 8 years, for a specific room type because they don't block out for blind persons, and closest is not always best, but even more than where the room is, I would like just once for the resort to have evacuation information in a format I can read, or how about the safe instructions, or the coffee pot instructions,mor the phone, if blind how do I know to push to for front desk or 5 for a maid, or 7 for room service. I'm sorry since Disney absolutely will not accommodate, by putting instructions on a tape recorder and giving it to me, yes I wish to pick a room that works best, bottom floor, so in case of fire I don't have to be yelling and screaming like an idiot on the fifth floor because I don't know how to get out when you can't use the elevator, bottom floor I just walk out. I also prefer resorts unlike the beach club that don't allow there maids to put trays and dirty linin on the floor for blind persons to trip over, even after we showed the manager the amount of laundry the maids threw in the hallways each day for four days the only thing they could do was to move us because there policy was to throw the laundry in the hallways and I broke 6 glasses from a room service tray and then fell into it from the laundry on the floor.

So not all people are faking a disability. I have certain rights under ADA, Disney does not always follow ADA, so I do my best, I'm happy that usually because people who don't understand and don't assign my room right, I usually can get a better chance the second time and ask for a change. I wish Disney did assign in order, that would be they took your ressies and then placed you right then in a room. So when I make my ressies, 9 to 12 months out, I would know what room I have. So it is not true the Disney processes ressies in order, they don't even get them in nail about 7 days before your arrival and they process them in the order giving to you at that time, not in the order you called in. So someone who booked a month or two out, has just as much chance to be upgraded, to have a better view or to have a great room, than someone who booked 12 months out.

 

[TheRustyScupper]

You sound very pessimistic.

1) Nope.
2) Just speaking from experience.

 

[maxiesmom]

DG25-The poster you have stated doesn't understand how Disney assigns rooms actually works at Disney World. And understands all the ins and outs better than any of us.

 

[cornflkgrl]

. . . Walt always said EVERYONE should be treated the same
4) But, remember, MANY PEOPLE say they have a medical need, whether they do or not.
. . . I have seen guests trying to get better views or ground floors claiming a disability
. . . I have seen guests asking for special treatment due to a medical condition
5) We have to process ressies in order, and are not allowed to ask for medical verification for requests.

NOTE: It ALWAYS helps to check-in as soon after 6:05am as possible. We have an excellent chance of moving rooms around to meet your needs. We can simply move the others into a different room, and gives their room assignment to you. (This is done , literally, on a daily basis . . . whether for medical reason or simply a room preference of a guest.) The later in the day that you check-in, the less the opportunity. And, if you check-in after 4:00pm, there is only a slight chance at working a re-assignment.

I could be wrong here but I believe Walt Disney died before ADA laws were solidified. I think providing public acommodations/access as required by the ADA has nothing to do with Walt's vision on fairness.

I am also just curious, you say you are not allowed to ask for verification of medical conditions, so what are you basing this info on -- that guests are trying to get better rooms by "claiming a disability," it is concerning to hear the person who claims to do room assigining for Disney also state that they believe people requesting accommodations are fakers. Please correct me if this is not what you are saying, but it certainly reads like you believe a person requesting a ground floor room could be faking it to get something special (better view, etc). So what is your point here? Do you take this bias into consideration when room assigning?

Some of the larger chains provide Braille on all signs, visual alarms for HOH/deaf, and ground floor rooms for those who need them, plus much more. I don't know what all Disney is doing in their hotels because I have different needs for my disability that don't require specific room type/location. But it is something I am definitely curious about now. I again say to OP to dial that disability number to get more info first.

To DG25, Shouldn't have to stay somewhere else by any means, but as a shorter term solution if Disney is unwilling to provide needed acommodations, I would check around with other hotel chains about their accommodations. In the longterm, maybe contact Disability Rights Florida, and ask them about the laws on public acommodation and what Florida is doing to make hotels more accessible and if they are working with Disney. They may have more info.

 

[TheRustyScupper]

you say you are not allowed to ask for verification of medical conditions, so what are you basing this info on

1) Federal Law.
. . . we are not permitted to ask for ANY medical evidence
. . . this includes doctor's letters or scripts
2) Disney Policy.
. . . we are not trained to interpret doctors orders of diseases/disabilities
. . . doctor notes can easily be faked
. . . can you imagine computers going wild spitting out fake prescriptions? *

* EXAMPLES:
"This script allows "Fred" to skip all lines.
"This script allows "Susie and her family of 12" to repeat any ride at any time for often as she likes."
"This script allows "Billy Bob" to step in front of any other guest anywhere for any reason."

 

[cornflkgrl]

1) Federal Law.
. . . we are not permitted to ask for ANY medical evidence
. . . this includes doctor's letters or scripts
2) Disney Policy.
. . . we are not trained to interpret doctors orders of diseases/disabilities
. . . doctor notes can easily be faked
. . . can you imagine computers going wild spitting out fake prescriptions? *
"

No, no. You misread my question:

I am also just curious, you say you are not allowed to ask for verification of medical conditions, so what are you basing this info on -- that guests are trying to get better rooms by "claiming a disability,"

I am well aware of why you cannot ask for verification.

My question was speaking to your statement that guests are claiming a disability ...to get cetain rooms with certain views.

How do you know who is lying? What proof do you have that they do or do not have a disability? How do you use this information in assigning rooms? Those were the questions I was asking. I know what the law says about questioning people. I'm asking how YOU know that people are claiming disabilities they do not have.

 

[TheRustyScupper]

How do you know who is lying?

1) We do not.
2) All we can do is trust the guest's statements.
3) This is one reason why GAC was converted to DAS.
4) Too many abuses and fake ailments.

 

[gap2368]

No, no. You misread my question:

I am also just curious, you say you are not allowed to ask for verification of medical conditions, so what are you basing this info on -- that guests are trying to get better rooms by "claiming a disability,"

I am well aware of why you cannot ask for verification.

My question was speaking to your statement that guests are claiming a disability ...to get cetain rooms with certain views.

How do you know who is lying? What proof do you have that they do or do not have a disability? How do you use this information in assigning rooms? Those were the questions I was asking. I know what the law says about questioning people. I'm asking how YOU know that people are claiming disabilities they do not have.

I think we can all think of people we know that would blame a disability to get some thing better even thought they really do not need it ( I know someone like this)

have you Emailed disney to see if they can get some changes for people that are blind so that there stay can be better.

 

[cornflkgrl]

I think we can all think of people we know that would blame a disability to get some thing better even thought they really do not need it ( I know someone like this)

have you Emailed disney to see if they can get some changes for people that are blind so that there stay can be better.

I don't know anyone personally that has faked a disability or would, no. What is the prize for having a disability? Having to fight daily with doctors and insurance companies, schools, etc, just to get the minimum of accommodations and respect for myself and kids and with some of the attitudes of people towards those with disabilities, I can't see what benefit there would be to a person to fake having a disability. And there really is no benefit to an accessible room for one who does not need it.

But my overall point here -- still being misunderstood -- is that even if there actually are a small number of people out there faking some disability, how would the person working at Disney know that (as he stated in the affirmative originally) since many disabilities are invisible and no one is required to provide proof.

I was simply pointing out that making that assumption based on some underlying personal bias and then applying it to your job in assigning rooms for people with disabilities could be a problem, especially for all the people who need accommodations to access resort rooms and who have done absolutely nothing wrong in requesting such accommodations and whose rights are protected under the law. They are not asking for special treatment. They are requesting to access a safe room (or for removal of barriers to access a room) that contains the same safety features any other guest has.

And the examples given above by RustyScrupper about what fake proof would look like were all of things having to do with rides and not with public accommodation and equal access/barriers to access (Title III) so I'm not sure why they were even brought up (for the sake of argument if you could showing proof, determining for ssi would never give one something that said they could cut in lines. There is no such medical dx. That is a ridiculous example.)

I think OP was wanting info on access to resort rooms and accommodations for someone who uses a wheelchair. I hope Disney was helpful on the phone.

 

[SueM in MN]

I fail to see what wonderful advantage a first floor room would give that anyone would claim a fake disability to get first floor.
From posts I've seen over the years on the Resorts and DVC Boards, people seem to want higher floors for better views. And things that cost extra, like Preferred locations, have not been given for free because of disability 'claims' from what has been posted on Disboards and other boards. If you want it, you pay extra for it.
I know people have asked for connecting rooms at times because of disability, but I also know people have posted it was not guaranteed and has not always been granted when requested because of disability. That's about the only thing I can think of that many people without disabilities would consider 'of value'.

So, it is certainly not clear why/that anyone would 'get' anything of 'value' from room assigners by saying they had a disability.
I hope the CM room assigners are not purposely assuming people are pretending disabilities and asking for things they don't need.

This is the phone number listed on the Disney website currently for guests with disabilities:
Disability Services
(407) 560-2547

 

[SueM in MN]

Closing thread since phone number for disability services has been shared by myself and cornflkgrl

Most of the rest of the thread is posters replying to a single poster, which is not adding useful information.