Question about a problem with CSR stay

[hoffman1]

A couple of weeks ago we stayed at CSR with my father-in-law who has Parkinson's. We had three rooms booked in our party - his room was supposed to be an accessible room. When we checked in, we were assigned rooms in Ranchos (the buildings furthest from the main building). We asked if there was anything available any closer because he and my mother-in-law would be spending a lot of time and eating at the resort rather than in the parks. What I assume was the manager came out and moved the rooms around. (FYI the building she moved us to was right beside the Ranchos buildings so it did not really help with the distance to the front.) She assured us that my father-in-law would be in a accessible room. It turns out what she meant by that is they would bring a taller seat to go over the toilet. That really is not what he needed. The Parkinson's has caused him to have severe muscle rigidity and he needs grab bars by the toilet and at the tub. When he stands is bent at almost a 90 degree angle at the waist. He had bell services take the seat back because it was of no use to him. He has a little mobility but uses a wheelchair. Of course, once in the room, he and my mother-in-law did not want to want to change rooms. That is just how they are. So they did not call the front desk about it. I did not know anything about it until the next day. He just dealt with the difficulty of getting up and down for the length of our trip.
When we got home, I emailed guest services about that and a few other issues. They called while I was at work and left a message for me to call them back. This was their first time traveling since the disease has really affected him. It has made him think that traveling is too much trouble and hotels/resorts can not provide him with the things he needs to facilitate his life that he has at home.
I guess my question is...am I making too much of a big deal out of this? I know we asked if anything closer was available but we were told it would an accessible room. If she had told us it was a regular room, we would have stayed with the original room assignment.

 

[OurBigTrip]

A couple of weeks ago we stayed at CSR with my father-in-law who has Parkinson's. We had three rooms booked in our party - his room was supposed to be an accessible room. When we checked in, we were assigned rooms in Ranchos (the buildings furthest from the main building). We asked if there was anything available any closer because he and my mother-in-law would be spending a lot of time and eating at the resort rather than in the parks. What I assume was the manager came out and moved the rooms around. (FYI the building she moved us to was right beside the Ranchos buildings so it did not really help with the distance to the front.) She assured us that my father-in-law would be in a accessible room. It turns out what she meant by that is they would bring a taller seat to go over the toilet. That really is not what he needed. The Parkinson's has caused him to have severe muscle rigidity and he needs grab bars by the toilet and at the tub. When he stands is bent at almost a 90 degree angle at the waist. He had bell services take the seat back because it was of no use to him. He has a little mobility but uses a wheelchair. Of course, once in the room, he and my mother-in-law did not want to want to change rooms. That is just how they are. So they did not call the front desk about it. I did not know anything about it until the next day. He just dealt with the difficulty of getting up and down for the length of our trip.
When we got home, I emailed guest services about that and a few other issues. They called while I was at work and left a message for me to call them back. This was their first time traveling since the disease has really affected him. It has made him think that traveling is too much trouble and hotels/resorts can not provide him with the things he needs to facilitate his life that he has at home.
I guess my question is...am I making too much of a big deal out of this? I know we asked if anything closer was available but we were told it would an accessible room. If she had told us it was a regular room, we would have stayed with the original room assignment.

There are different types of accessible rooms, so that could have been what caused the problem. Having said that, if the room didn't provide what they needed, the time to speak up was then. Personally, I wouldn't have contacted them to complain after the trip, when nothing was said during the trip that could have rectified the situation.

And your father-in-law is partially correct - hotels/resorts can't provide him with the things he needs when he doesn't tell them that they've missed the mark and need to try again.

 

[TheRustyScupper]

I guess my question is...am I making too much of a big deal out of this?

1) Yes.
2) Unless you said exactly the problems he faces and the cures needed, and the room did not measure up.
3) It is over.
4) Next time, make sure you explain what you need.

NOTE: I have, personally re-assigned guests due to disabilities. If they tell me the problem(s), I can *usually* accommodate them (if such a room is available). But, if they just give me a few details, the room may or may not be suitable.

 

[DisneyOma]

You had them move you to another location, and expected them to have an accessible room available, identical to the one you had reserved?

I think you made a mistake by asking to be moved. Accessible rooms are scattered throughout the resort by law. You were assigned one, and then didn't want it. That was your choice. What you got was what was available. It wasn't the resort's fault you didn't want to be in Ranchos. There is (or at least there was) an internal shuttle that would get guests around the resort.

 

[MakiraMarlena]

The hotels will have difficulty providing all of the things he needs if all his needs are not spelled out for them to address. They provided what was requested the first time and that was not adequate. They moved him to what they thought would be more adequate, and the second room was also not adequate. It was left at that rather than spelling out that he needed an accessible type room that had to be near the main building. It's also possible they didn't at that time have a room available that would meet both needs.

 

[Mrsjvb]

since they chose to not pursue the issue by explaining exactly what he needed and why the accommodations supplied were not sufficient, let it go. sometimes you need to prioritize your wants and accept that not all of them may be met

waiting until the trip is over to complain is too little too late

 

[anonymousegirl]

I'm sorry your father-in-law had a hard time! I have a parent who won't speak up (she prefers to act the martyr later) and I understand how elderly parents can dig their heels in and say nothing when if only they would have told someone, the issues could have been address then and there.

I think that it is too late to do anything about this now. There was obviously a misunderstanding about what constituted an accessible room. I would reassure your FIL that normally he would have been accommodated and to not give up on family vacations just yet!

 

[TheRustyScupper]

let it go.

Yes.
Yes.
Yes.
Yes.
Yes.

 

[tinka-belle]

The handicap rooms at CSR and others are a defined booking category. There are several types of handicap rooms, ranging from just bars at the tub and toilet, to deaf or blind accessible, to full out wheelchair accessible with a roll in shower with bars and a bench, wider wheelchair path through the room, ADA height toilet with a bar, and a lower bed for transferring from the wheelchair. If not actually booked into one of these categories housekeeping can get a portable raised toilet seat for a regular room if needed.

These rooms are scattered throughout the resort, though not all types at each building, and CSR has more of them than I've seen at other moderates. To be close to El Centro and dining would be the preferred buildings (#1, 2, and 3) or the Business Class building #9B. All these locations are again separate booking categories at higher price points than the standard Ranchos rooms. You really need to digest the room descriptions online ahead of time, and realize that even though there are nearly 100 of some type of HP rooms at CSR that they do get booked pretty far ahead. Make sure you are in a room that meets your needs. The front desk people can be helpful, but unless they've walked in your shoes they don't know what your exact needs are. On their screens they see "accessible" but would not know if that would be what solves your problem unless you ask questions. Most front desk people would not know what questions to ask you, you've got to provide the info and ask them questions.

Please tell your in-laws that CSR is a wonderful resort and they should really try again! Disney can be so accommodating with disabilities! The resort is large but bus stops are not far and all but the Disney Springs bus drops you at El Centro. Sorry your needs were not met, it's a learning curve to have to speak up and define your specific needs. Sometimes when changing a room the specific HP room type just isn't available, got to verify exactly what type of HP room they are moving you to.