My medical request isn't going through! (long)

[crusoemom]

Help!

My mom is in a wheelchair and we have visited several times at BWV as DVC members. On the last trip 2 years ago, we got a room as far away as possible from the elevators (3004 for those of you who know the Boardwalk rooms), even though I had requested a room near the elevators for my mom. However, I hadn't put in "for medical reasons", partly because I felt that it should be saved for people who didn't have someone to push them around as she does. When we showed up at BWV, the rooms near the elevator were all taken, although not all by people with medical needs, but because we hadn't specified "medical needs" we didn't get a priority.

So this time I decided to request near the elevator due to medical needs, so that if my mom wants to come down to the lobby to watch the kids swim or go on the boardwalk, she can do so without making a major journey of it. I put in this request to Member Services, along with a no-smoking request. This was 11 months ago. I called about 6 months ago and checked to be sure it was still in for medical reasons, and it wasn't. So I put it back in for medical reasons. I called today to check to be sure it was still in for medical reasons, and it wasn't!!! So I put it back in for medical reasons, and thinking that because I had 2 requests in, it might not be paying attention to the second request. So I pulled the no smoking request, which is less important to the family than having her close to the elevators. I REALLY want her to have a feeling of independence and feel that she isn't a burden to the family, which she isn't, but sometimes she feels that way. On the last trip we were so far away that she refused to allow us to push her down the hallway unless we were going directly to and from the parks. She missed all of the action of the boardwalk and the kids swimming.

So now I have a request in for near the elevator but not for no-smoking, which is taking a chance but I'm fairly desperate at this point.

Here's my question: should I call BWV directly, or fax the room controller? I know is it strongly discouraged by Member Services, but this is getting ridiculous, and I'm sure that if the room controller just knew my situation, he or she would be accomodating. However he or she can't know my situation if it keeps getting deleted from my reservation.

Has this ever happened to any of you, and if so, what have you done?

Thanks much!

 

[SueM in MN]

I don't understand why it is getting taken out??
What does your confirmation say?

 

[catnik]

I would fax the room controller at BWV politely outlining the problem you are having with Member Services not documenting your specific medical request and ask that they assign your villa close to the elevators. I would also ask that they email you that they have received your request. Seems to me you have given Member Services more than enough chances to get it right and need to move up the food chain, so to speak, to make sure your needs are met. Good luck and have a great trip!

 

[crusoemom]

My confirmation only says non-smoking villa requested, since they only list the first request. Each time I called Member Services, they said the request for near the elevator was in the ressie, but it wasn't indicated "for medical reasons" - that's the part that keeps disappearing.

So now I have only "near the elevator for medical reasons" as a request, but it's too late to see if that would actually show up on a confirmation because we leave in 2 days.

I will call Member Services one more time today to see if my request from yesterday stayed in, but didn't know if I should do anything more.

 

[dclfun]

Have you asked Member Services why it isn't staying on the record? That's so strange...I've always gotten a confirmation from them with the "for medical reasons" listed after my request. I don't blame you for being worried. Can you ask to speak with a supervisor? Perhaps the comments are on your record but are unable to be read by the res agent looking at it on their screen/software system. ---Kathy

 

[ducklite]

You should call special services to get the room blocked.

Anne

 

[SueM in MN]

Have you asked Member Services why it isn't staying on the record? That's so strange...I've always gotten a confirmation from them with the "for medical reasons" listed after my request. I don't blame you for being worried. Can you ask to speak with a supervisor? Perhaps the comments are on your record but are unable to be read by the res agent looking at it on their screen/software system. ---Kathy

I agree.

You should call special services to get the room blocked.

You could try that (the phone number for Special Services is in the disABILITIES FAQs thread).
The last I knew, Special Services would only block accessible rooms, not other kinds of requests for DVC members. Also, in the past, Special Services did not have access to the DVC reservation system. I don't know if that has changed.