New members disappointed in first trip to VWL-Caution,Upset

[Simba's Mom]

You know, if only we'd been told at check-in that handicapped studios were all that were available as studios and that they would move us if that was unsatisfactory, we would have taken it and not complained. It was the fact that it was just forced on us, and then they wouldn't move us without paying the fee that upset us. DH travels often (too often, I say!) on business and he's always been asked before given a handicapped room. He could not believe when we were told "Well, they don't know if it's handicapped or not".
And thanks for all the names-I definitely will complain, now that I know who to complain to!
And unfortunately VWL is our home resort!

 

[Dean]

Denise, I think they have to have a certain amount of units that are handicap accessible by law. If I understand what you're saying, you are saying to actually reserve to the room type up front. While there are advantages to this, I don't think it's feasible and that the disadvantages far outweigh the advantages. Plus I'm sure they only want to argue it once and not over and over. Plus they won't know for certain who actually needs one until the day of checkin or at least the week of checkin.

 

[DebbieB]

Let me change the scenario a little. Lets assume this were the only room they had that night and then could move you the next day. In that situation the room change charge would have been appropriate if you chose to move.

I don't think a charge would be appropriate in this case either. Why should you pay to move to the room that you were shown when you bought DVC? I've seen people post on this board that they were given complimentary daily housekeeping for their entire stay because they complained the room was dirty. DVC could throw in one complimentary cleaning in this case, which the room change fee is.

KNWVIKING - I believe in a handicapped 1 bedroom you still get the whirlpool tub, the shower is just roll in instead.

 

[Dean]

Originally posted by DebbieB


I don't think a charge would be appropriate in this case either. Why should you pay to move to the room that you were shown when you bought DVC?

We were not shown a 3 BR either or a studio separate. They changed the floor plan part way through though it was a minor change and for the better. I don't think the fact it's not exactly like the model has any bearing, at least not from a legal standpoint.

They can't reduce the points for one room over another. If so, in a few years they'd have to raise them to higher as we all get older and then we're fighting to get the HC rooms rather than avoid them.

I can't say for WL but at BW and OKW they know which is which. I don't think it comes up on the screen though, they have to look somewhere else or inherently know. WL is still pretty new so they many not be well familiar with which are and which aren't, yet. I do agree that they try to give them out and hope no ones says anthing. I always state up front I don't want one and then ask to make sure it's not one.

 

[minnie mouse]

I stayed at OKW for the first time this past May. I was also given a handicapped room which I did not want. So when we walked into the room and saw there was not tub I called the front desk right away and they switched me for no charge.

I can't believe they would charge you a fee for a room you are not comfortable in. I changed my room at Vero Beach last year and I was not charged then either. I would have been very upset if they told me I was going to be charged for a room less than what I expect.

 

[DebbieB]

Originally posted by Dean
We were not shown a 3 BR either or a studio separate. They changed the floor plan part way through though it was a minor change and for the better. I don't think the fact it's not exactly like the model has any bearing, at least not from a legal standpoint.

I don't think from a legal standpoint anything could be done, but from a good customer service standpoint they should have done it for free. Instead, they have a new member who was not happy with their first stay and it could have been easily corrected.

 

[Sarasal]

Are all HC rooms studios?

 

[TIdoublegaER]

We were placed in a handicap room two years ago at HHI. At check in they explained very kindly what the difference in the room would be, and they very pleasantly asked us if we minded this, or had any concerns. We didn't see that it was much of a concern at all. We did appreciate the way that the presented it to us though at the time.

I'm sorry that your experience was not the same, and I too agree that they should have discussed it with you up front, and been more receptive to your request. Hopefully you can write this off as a "fluke" bad deal and look forward to next time without a lingering bad taste in your mouth.


Tig

 

[DebbieB]

Originally posted by Sarasal
Are all HC rooms studios?

No, they are available in all room sizes.

 

[Simba's Mom]

TIdoublegaER-that's exactly the kind of service we would have liked and while we would have been somewhat disappointed, we would have understood that it was a busy time of year, and hoped for better luck next time. Instead, we're reluctant to try a "next time".

 

[Dean]

Originally posted by DebbieB


I don't think from a legal standpoint anything could be done, but from a good customer service standpoint they should have done it for free. Instead, they have a new member who was not happy with their first stay and it could have been easily corrected.

Agreed, in this case with other rooms and since they didn't use the room; they should have been changed without charge. If there had been no other rooms that day and they then used the room, they should have been charged per current rules. The reality remains that some will get rooms they are not happy with. If it's just the luck of the draw for whatever reason, they should not be due compensation either in waiver or fees, free meals, etc. I'm always reminded of the family that went to Whispering Canyon for a meal and were very unhappy that they didn't get all the show that had been reported by others. They apparently expected to get every antic that had happened to others, all at one meal. Remember that requests are just that, even smoking vs non smoking and handicapped rooms. Though I've heard that they actually reserve the handicapped rooms specifically and directly so they know how many extra HC rooms they have days, weeks, even months in advance.

 

[GCM13]

When we stayed at OKW last August, we were in a handicapped one bedroom (2311). I was not too happy about it, but never thought about asking at check-in if it was a handicap room or not. After having that experience and hearing your story, I think I will ask when we check in if the room we are assigned to is a handicap room.

Sorry you had a bad experience.

 

[idontknow]

How do they not know which rooms are hc? What if someone really needs a hc room? Are they at the mercy of the "luck of the draw" scenario, too? It seems like this is just blatent lies. (JMHO) If you are wheeled in by your family, and have a reservation for a hc room, wouldn't you get it? Wouldn't they know what room to put you in?

We have reservations for Sept at the VWL. The person we rented points from made our requests for us. (I know that they are just requests) I am concerned about the idea of not having a closet. I do not want to trip over our suitecases. When we check in, as long as we are not on the first floor, we should not have a hc room, right? So, if they tell us that we have a first floor room, we should just ask right there if they have anything on a higher floor?

Wow, if we ever had a ceiling leak and they would not move us, I would be on the phone to the housing authorities or the board of health. Those are unsafe conditions. Thanks for posting the phone numbers. I am going to make sure I have them programed into my cell phone. If we have problems, I know who to call from the check in desk if the desk is unwilling to help us.

 

[Doctor P]

DW, DSD, and DFIL made the first trip using our points and were given a HC room at OKW. They were not happy with the room, but took it in stride. We now expliciitly indicate in our reservation requests that we do not wish to have a HC room. I'm sorry you had this trouble (and I too would have been upset), but you have 40 more years of great trips to look forward to. I hope your next trip is much better.

 

[robinb]

Doctor P, I was just about to suggest that.

For those of you who are worried about getting a HC room in the future just request a non-HC room when making your reservation. Although a request is just that, I have found that Disney does their best at placing you in a room that you will like as long as they have advance warning. A request will also remove some of the "luck of the draw" component and give you something to fall back on if you end up with a HC room and they want to charge you a $25 change fee. The fee that I voted against, BTW.

 

[Nanajo1]

I have to jump in. Not all folks who request first floor for medical reasons can use the roll-in shower or the lower bed. I can walk around the unit with my cane just fine, but need an ECV for the parks and getting around OKW. So I need a first floor to get my ECV in the unit. A roll in shower is only good if you have a shower chair or wheelchair you can take into the shower. Otherwise I need to take one of the balcony chairs in the shower. I can not stand long enough to shower. So the HP room is inappropriate for me. I always list no HP room as a request.
I think that there is something wrong with set up of the roll in shower if the floor gets flooded. The pitch is off and it sounds dangerous. I remember reading about someone who broke a toe slipping on the wet floor. Disney should fix that problem. We should argue the liability of the wet floors to get them remedied.
Also I was under the impression 1BR and larger HP units still have the whirlpool tub.

 

[DebbieB]

Originally posted by Dean
Remember that requests are just that, even smoking vs non smoking and handicapped rooms.

I think this is different than smoking/non-smoking or view requests, this changes the actual function of the room. In Simba's Mom's case, no tub in her studio. What if she wanted to soak in the tub after a day at the parks? I think when we bought DVC and saw the tub in the studio, we thought we would be getting a room that included a tub. I think they should have moved them for free, that day if they had a room or another day when a non-handicapped was available.

 

[PamOKW]

When we check in, as long as we are not on the first floor, we should not have a hc room, right?

Not necessarily. This is true for sure at OKW since there are no elevators but I'm not sure whether they might have a handicap room on a upper floor at the other resorts. Maybe not, for fire safety, but I wouldn't count on it.

 

[JudithM]

Nanajo, THANK YOU, THANK YOU, THANK YOU! I could not have said it better - "Not all folks who request first floor for medical reasons can use the roll-in shower or the lower bed." I have found that sometimes individuals who do not have a disability or handicapping concern, don't understand what we need, how we feel, etc. Thank you for your comments !

 

[BillM]

To IDONTKNOW

As a DVC member who uses an EVC I always ask for a HC room. HC villas are confirmed when you make your ressie. So there is no issue when you show up to register. Also as PamOKW says, HC villas are not necessarily on the first floor. I have stayed at BWV and HH where we had HC units and we were on upper floors accessible by elevators. Oddly OKW refused to give me an upper floor in the new buildings that have elevators.

HC folks come in many flavors and it is almost comical sometimes to stay in very nice motels and hotels that give you a HC room. Their idea of what HC folks needs is sometimes ridiculous.

For example HHDVC thinks that every one who is HC is in a WC and needs a bed about a foot off the floor. If you aren't in a WC
but have bad legs, lots of luck trying to get up off the bed !!!!