WARNING ON RESERVATIONS at BLT

[WDW-BWV]

I've had it! Despite always having been treated well the the parks, Verro Beach and BW, BLT and the people your dues pay to run it are less than honest.

We had a confirmed in writing roll in shower. Our son needs that accommodation. We arrived on transfer from BW and was told that our room was ready. So we went up to drop off bags and meds and found a bathtub with grab bars and a regular separate shower.

It then took 2.5 hours of frustrating coversarion at the CR front desk with an intermediate supervisor who told me over and over the room was ADA compliant and that was what we requested . REALLY? How insensitive!

Their only resolution was to bump us out of BLT to what they tried to sell as an upgrade at GF. Really????? Walk farther to get to the monorail, miss out on the easy access for our son to watch Wishes and all of the reasons why we choose to make plans to stay at BLT.

And when we asked to have our points returned as the minimum compensation for their arrogance we got stonewalled! It took another mid level manager at GF to get a hold of the Resort Operations manager to meet with us to to get that minimal adjustment. Their own staff could not get it!

So back to my less than honest -/ just like the many reports that room views are less that what they are for the points charged, here is another example of a miis classified room. Oh and this ADA... But not really ADA room was classified as a lake view. Funny. When I looked out I saw the tennis courts. If I turned right to look over the rail I could see the shoreline.

 

[WDW-BWV]

PS ---DVC member services were outstanding, caring and frustrated. Once a reservation goes over to the resort they have no control over what happens. I nothing but praise for member services.

 

[Schmeck]

I've had it! Despite always having been treated well the the parks, Verro Beach and BW, BLT and the people your dues pay to run it are less than honest.

We had a confirmed in writing roll in shower. Our son needs that accommodation. We arrived on transfer from BW and was told that our room was ready. So we went up to drop off bags and meds and found a bathtub with grab bars and a regular separate shower.

It then took 2.5 hours of frustrating coversarion at the CR front desk with an intermediate supervisor who told me over and over the room was ADA compliant and that was what we requested . REALLY? How insensitive!

Their only resolution was to bump us out of BLT to what they tried to sell as an upgrade at GF. Really????? Walk farther to get to the monorail, miss out on the easy access for our son to watch Wishes and all of the reasons why we choose to make plans to stay at BLT.

And when we asked to have our points returned as the minimum compensation for their arrogance we got stonewalled! It took another mid level manager at GF to get a hold of the Resort Operations manager to meet with us to to get that minimal adjustment. Their own staff could not get it!

So back to my less than honest -/ just like the many reports that room views are less that what they are for the points charged, here is another example of a miis classified room. Oh and this ADA... But not really ADA room was classified as a lake view. Funny. When I looked out I saw the tennis courts. If I turned right to look over the rail I could see the shoreline.

They returned your points, and you stayed onsite? So, you got a free vacation out of it?

What is the difference between a 'regular separate shower' and a 'roll-in shower'? Is there a lip in the regular shower floor, or is the doorway too small?

 

[GadgetTheInventor]

That is more than what we received...

Our first stay on property was at the POP two years ago. We requested a wheelchair accessible room only to discover when we opened the door that it was a regular room. It took us almost three hours to get the service we received and were compensated with three fastpasses for our lost time which we ended up not even needing because hey, wheelchair...we can't exactly go on the rides that require e-tickets. The manager who oversaw the cleaning of our room told me to get the fastpasses from the front desk and when I went to get them I got all sorts of stink from the CM...very unmagical.

So yeah...after multiple dropped calls to the front desk they suggested that we just go to the main hall to use the bathroom because housekeeping goes home after 4PM and they had the portable toilets locked up. We were told that there were no more handicap rooms in the resort and that we were SOL. Finally a manager calls back some housekeeping staff that haven't made it off property yet (I doubt they were compensated for overtime so we tipped them generously because it was NOT their fault and they are compensated horribly anyways) and they gave us a portable toilet and changed our sheets because we needed the VIP cleaning. We were told that there was nothing they could do about the shower which meant over a week without a proper shower. We had to leave the door open part of the night to air out the chemicals due to my asthma and allergies.

It was even worse this past year...

I always say that Disney treats disabled guests as second-class citizens in a world where we are normally treated like third-class citizens. I bet I could put many of the upper management in tears if I could have a day with them and showed them the dehumanizing experiences that my family has personally experienced and witnessed with other guests in just the past two years (our only two stays on property). Lower management doesn't seem to have the ability to get the message up the ladder about all the horrible things going on. I tried several times during my last trip to get the message higher up and were confronted each time with "this is the first time I have ever heard of this happening but there's nothing we can do"...in regards to almost all the new wheelchairs at the rides where a transfer to a manual wheelchair is needed having non-working brakes...a very severe problem on moving ride vehicles when the rider doesn't have strength and use of their legs to remain in place. They also have the animal interpreters in the AK in non-accessible viewing locations (stairs) when there is an accessible viewing location for the same animal just 50 ft. away. I talked with the interpreter and was told that they are not allowed to move. Management didn't care either. I could go on for hours with other examples...

The sad part about all of it is that EPCOT inspired me as a kid to dream bigger..."If we can dream it, then we can do it, yes we can!" I'm a young professional now and have spent my adolescence and years until now working tirelessly for improving equal access in all the areas of my life...I was the first female student to make it beyond the first level of computer programming at my h.s. (I actually took all the classes and outscored every guy), I was the first student to successfully petition for my college to accommodate food allergies and then work with them to help create something that would work, and many other smaller efforts helping to fight back against bigotry and bullying in the schools where I work and in my community. When I go back to the place where I first saw computers and was told to dream big though, all I find is a bunch of needless discrimination and fellow disabled visitors in tears and anger.

WDW should put out a video labeled "it doesn't get better" just so that visitors don't get their hopes up only to be crushed repeatedly during their trip.

 

[Sparkly]

That is more than what we received...

Our first stay on property was at the POP two years ago. We requested a wheelchair accessible room only to discover when we opened the door that it was a regular room. It took us almost three hours to get the service we received and were compensated with three fastpasses for our lost time which we ended up not even needing because hey, wheelchair...we can't exactly go on the rides that require e-tickets. The manager who oversaw the cleaning of our room told me to get the fastpasses from the front desk and when I went to get them I got all sorts of stink from the CM...very unmagical.

So yeah...after multiple dropped calls to the front desk they suggested that we just go to the main hall to use the bathroom because housekeeping goes home after 4PM and they had the portable toilets locked up. We were told that there were no more handicap rooms in the resort and that we were SOL. Finally a manager calls back some housekeeping staff that haven't made it off property yet (I doubt they were compensated for overtime so we tipped them generously because it was NOT their fault and they are compensated horribly anyways) and they gave us a portable toilet and changed our sheets because we needed the VIP cleaning. We were told that there was nothing they could do about the shower which meant over a week without a proper shower. We had to leave the door open part of the night to air out the chemicals due to my asthma and allergies.

It was even worse this past year...

I always say that Disney treats disabled guests as second-class citizens in a world where we are normally treated like third-class citizens. I bet I could put many of the upper management in tears if I could have a day with them and showed them the dehumanizing experiences that my family has personally experienced and witnessed with other guests in just the past two years (our only two stays on property). Lower management doesn't seem to have the ability to get the message up the ladder about all the horrible things going on. I tried several times during my last trip to get the message higher up and were confronted each time with "this is the first time I have ever heard of this happening but there's nothing we can do"...in regards to almost all the new wheelchairs at the rides where a transfer to a manual wheelchair is needed having non-working brakes...a very severe problem on moving ride vehicles when the rider doesn't have strength and use of their legs to remain in place. They also have the animal interpreters in the AK in non-accessible viewing locations (stairs) when there is an accessible viewing location for the same animal just 50 ft. away. I talked with the interpreter and was told that they are not allowed to move. Management didn't care either. I could go on for hours with other examples...

The sad part about all of it is that EPCOT inspired me as a kid to dream bigger..."If we can dream it, then we can do it, yes we can!" I'm a young professional now and have spent my adolescence and years until now working tirelessly for improving equal access in all the areas of my life...I was the first female student to make it beyond the first level of computer programming at my h.s. (I actually took all the classes and outscored every guy), I was the first student to successfully petition for my college to accommodate food allergies and then work with them to help create something that would work, and many other smaller efforts helping to fight back against bigotry and bullying in the schools where I work and in my community. When I go back to the place where I first saw computers and was told to dream big though, all I find is a bunch of needless discrimination and fellow disabled visitors in tears and anger.

WDW should put out a video labeled "it doesn't get better" just so that visitors don't get their hopes up only to be crushed repeatedly during their trip.

That's a huge exaggeration and you know it. No way would Disney just tell someone to use the public restrooms.

 

[geek+nerd]

I also find that very hard to believe. I'm pretty sure that would classify as a major ADA violation. I would imagine that if there were no HA rooms available at POP that they would have had to place you elsewhere.

I am sorry to hear that you have had such negative experiences. DH and I continue to go back because in general we feel that I am treated very well at Disney, much better than in the day to day world. We usually experience a hiccup or two related to access issues on a trip, but we report them so that hopefully people learn from them and that another guest with a disability doesn't have that same negative experience.

Maybe you need a break from Disney for a bit.

 

[lanejudy]

OP - I'm very sorry to hear you had trouble receiving the room type you needed and thought you had reserved. There are actually different types of "accessible" bathrooms - a tub with grab bars is one type. We reserve this type of room for my father any time he travels - he's had a stroke and needs the bars to help steady himself. However, he does not need a fully-accessible bathroom with roll-in shower. You need to state that a roll-in shower is needed when you make the reservation. You indicate you "had a confirmed in writing roll in shower" so you most certainly should have received that type of room. My point is that in the future, make sure you have clearly indicated the type of bathroom needed because "ADA" rooms vary.

Again, very sorry your family had such a difficult time. I hope the rest of your trip was wonderful!

 

[Kellykins1218]

It was even worse this past year...

I always say that Disney treats disabled guests as second-class citizens in a world where we are normally treated like third-class citizens.

WDW should put out a video labeled "it doesn't get better" just so that visitors don't get their hopes up only to be crushed repeatedly during their trip.

I totally disagree. Disney treats those with disabilities so much better than anyplace else. In fact, we usually feel as though we're being treated like royalty. Sorry, but much of what you posted seems absolutely unbelievable.

 

[Schmeck]

That is more than what we received...

Our first stay on property was at the POP two years ago. We requested a wheelchair accessible room only to discover when we opened the door that it was a regular room. It took us almost three hours to get the service we received and were compensated with three fastpasses for our lost time which we ended up not even needing because hey, wheelchair...we can't exactly go on the rides that require e-tickets. The manager who oversaw the cleaning of our room told me to get the fastpasses from the front desk and when I went to get them I got all sorts of stink from the CM...very unmagical.

When you opened the door, what was it about the room that made it nonaccessible? What kind of wheelchair were you using, and was that noted on your reservation? Sounds like you need a better travel agent next time?

Disney can only work with the information they are given. Many people assume all ADA rooms are the same, so it gets tricky when people aren't specific enough about needs and requests.

Also, Disney only needs to have a certain ratio of ADA rooms, and there's no law stating that they have to accommodate someone's needs if all the rooms on property that would meet those needs are taken. Disney usually goes above and beyond what is in the ADA laws (at least with my family) to make sure they can get as many rooms filled as possible.

As for the cleaning, was that physically noted on you reservation as well?

 

[zaksmom]

Similar experiences. The non Disney resort was more "sympathetic." And yes we've been asked to use the public toilets. If we weren't there on a long trip might have been more of an impact on our vacation.
- We stayed at what used to be the Grovesnor ? at one time with a roll in shower, handicapped accessible room reserved. My son has cp, doesn't sit, walk, etc. When we arrived, the party in our room decided to extend their stay and we were told that they had to honor their request first. We were given a key to the spa/exercise area which had an accessible shower which apparently was only available at a cost. We also used the public bathrooms. We were not charged a penny for the room for our whole stay and we were given notes for free meals at their restaurants and at their mystery dinner show. Yes, it was a little inconvenient, but it was an adventure and the trip was a lot cheaper!
- Went to Allstars Music and checked a few of our bags in the morning. We needed the roll in shower.About 5 years ago I think. We went to the parks and came back at dinner time. The room was ready so we unloaded the car - we have a lot of equipment etc. Carried it up to the second floor room and low and behold, a regular bathroom. We called and were told we were wrong it was a roll in shower. They wouldn't believe me and sent someone up about a half hour to get there. He confirmed it and told us to wait while they figured out what to do because the computer said this was a roll in shower. They had to actually now verify the rooms in person before moving us. A while later they determined that they had no roll in shower rooms left. At first they said that there were none left on property. Gave us no options. Son was upset. They finally found a block of rooms that had been reserved at AllStars Sports for a special Olympics meet of some sort and there was an unused room, I think. So we lugged everything back to the car and drove over. It took a long time with the desk manager at Sports, because he hadn't gotten the word yet. The pool was closed at the Sports also a negative. Needless to say we lost our EPCOT evening. Still had a good trip.
- Last year we stayed at AllStars Music. We needed a roll in shower room with two beds. There are not many of those. We got there early and were told to wait it was almost ready. We went to eat and one of the managers came by to say it was almost ready. After we'd been there a couple of hours rather than to leave for the parks and come back, we were told that the room would be "expedited." The manager type returned to say that the cleaning staff was currently in the room - 15 minutes at most. Another hour passed and we were told to be patient that it would be ready soon that the staff is not allowed to clean out of order and that if someone told the cleaning staff to do that they would be ignored. While we waited, I was instructed on how to use the pool chair. It looked pretty easy then. Waited some more and my son had to use the bathroom. Asked if I could go into a room with an accessible toilet as the public ones wouldn't work for us. They didn't have companion toilets available to the public. They couldn't allow that. Waited some more and when I asked again they told me to use the pool changing rooms where they did have large companion toilets. Being female, I didn't want to take my adult son into the ladies and I didn't want to go into the gents. About 1/2 hour later they called us to the desk - they had 15 minuted and half houred us to missing most of the day. When we went to the room with a "have a magical day" the cleaning staff was only half through. We used the toilet before they cleaned it, unpacked, etc. and left for the parks about the same time as the cleaning staff left. I felt like the staff was saying be grateful for being accommodated. Don't ask about the pool lift that left my son dangling over the pool shivering while they tried to fix the thing and we missed our dinner companion. But we still had a good vacation.

 

[powellrj]

I had the opposite problem on our last trip to POP. Our family of 4 was given a handicap accessible room when we didn't want one. We hike all the way across the hotel only to open the door to a king sized bed in an accessible room. OK, it was DH and I with our 2 teenaged kids so there was no way 1 king sized bed was going to work. It was late, my knees were killing me because it was a few months before my knee replacement surgery.

I call down only to have the argue with me that it was all they had available. Finally over an hour later they send some young kid up to move us. Here we are all dragging our luggage back across the grounds, me almost crawling till we finally get to our room after midnight. This was our last on-site visit.

 

[bumbershoot]

I think a pretty big important thing to know here is that hitting the button for Front Desk gets you to a call center that might be out of state and you might talk to someone who has never stepped foot onto Disney property. As far as I know, unless you have a super secret phone number, the only way to talk to someone AT the front desk is to get a callback from a manager OR to go physically to the actual Front Desk. That might alleviate future frustration if its remembered that hitting that button is not the best way to go.

We got an accessible villa at Jambo on our first trip and I simply hate that they aren't reserved for those who need them. It was inappropriate for our family entirely.

And while in the lobby one day we met adult mother and daughter who thought they should request an HA room because they have disabilities, only to discover that the room was entirely unsuitable to them. King bed, roll in shower when it wasn't needed, etc. they need better descriptions so that doesn't happen, and I wish they could block those rooms entirely until they are needed.

 

[wheels on fire]

i hope not we have roll in shower 2 queen beds booked on invoice POFQ

I would move resorts if need be ,as need the room style more than need be on that particular resorts but would rather not

Anyone know my chances .We arrive September 10th

 

[Bete]

We have needed a roll-in shower handicap room for a few Disney trips. I make a big deal of it in our reservation process. I keep talking about the roll-in shower with the CM and make sure they get it. I rarely use the website or a travel agent to accomplish this and if I do I still call directly to make sure it's all noted on the reservation. I very carefully look at my confirmation, too. Like others have said just because you request an ADA room they are not all equal. You have to be very specific, here. You can't expect Disney or anyone else to guess what you need. This includes any special cleaning accommodations for the room. Then, a week before the trip I call again to make sure everything is noted as I need it, just in case there has been something lost in the process. I just don't take any chances. I've talked with special guest services for the room accommodation, too. Finally, I make sure we arrive early to the resort; so, if there is a hitch we have time to fix it. I realize there are a limited amount of roll-in showers available and I want to make sure I get what I need.

When we check in I go over all the exact details of the reservation and my exact accommodations before getting to my room. Then, me and me alone will go to the room to check it out. If it's okay then we all proceed to bring luggage and so forth into the room. I have to say we have never been disappointed this way and we have always had the room we needed. I know this seems like a lot of prep time to make sure it all works, but I much rather do it this way then have the person with the special needs be frustrated in anyway once we are there.

You can't make assumptions; even if it has worked for you in the past. You need to ask a lot of questions, if needed. You do need to be very pro-active and not take anything for granted.

My one disappointment has been with the portable riser accommodation for the toilet. It's a retrofit over the existing toilet. We need this for the height and also the arms on it to help the person rise. A few times we had to get last minute service for this accommodation. It usually takes about a half hour to get this accomplished. Again, by being there early in the morning we have been able to resolve this issue.

Not just with Disney, but everywhere we travel I take these steps. Last year we travelled 5500 miles going West and 3500 miles going East and staying at many resorts and many of these resorts may only have one roll-in shower room in the whole place. I would call on the exact day of our arrival to make sure the front dest will lock in that one room for us with the roll-in shower before our arrival. If it's taken for any reasons like someone got there before us with the same request then I will find another resort and cancel, if needed. Fortunately, this happened only once in our travels. And I understand these rooms are done on a first come, first serve basis. I've gone as far as calling the resort and finding out the room numbers of the roll-in shower rooms and getting that room number on my reservation even if I do it on-line. There is an area where you can usually put in special requests in a comments section and I'll write the room number on it.

I find dotting all your i's and crossing all the t's very important, here. I wish it could be easier, but sometimes you have to put in the extra effort to make it all work.

 

[Lewisc]

Finally, I make sure we arrive early to the resort; so, if there is a hitch we have time to fix it. I realize there are a limited amount of roll-in showers available and I want to make sure I get what I need. ...... I would call on the exact day of our arrival to make sure the front desk will lock in that one room for us with the roll-in shower before our arrival. If it's taken for any reasons like someone got there before us with the same request then I will find another resort and cancel, if needed.... Fortunately, this happened only once in our travels.

A hotel has a limited number of rooms with roll in showers.
Get there early. Great advice.

A guest might extend his stay. Another guest may check in before you, request a room with a roll in shower and get the room that was intended for you. The room might be out of service due to service issues.

 

[Piper]

One year I had a roll-in shower room booked at Pop. I cannot lift my legs high enough to get into a bathtub. When I got there, they had given it to a group of cheerleaders because it connected with their chaperon's room . They wanted to put me in a room with a tub and grab bars. I told them that wouldn't work and I refused to go a week without a shower! The gave me a room at POFQ for the same price--and that is when I discovered that I liked POFQ so much that I would gladly pay more for it!

 

[wheels on fire]

Thank you yes it is on my invoice that require the roll in shower but will call week before and remind

 

[stitchlovestink]

I think a pretty big important thing to know here is that hitting the button for Front Desk gets you to a call center that might be out of state and you might talk to someone who has never stepped foot onto Disney property. As far as I know, unless you have a super secret phone number, the only way to talk to someone AT the front desk is to get a callback from a manager OR to go physically to the actual Front Desk. That might alleviate future frustration if its remembered that hitting that button is not the best way to go.

We got an accessible villa at Jambo on our first trip and I simply hate that they aren't reserved for those who need them. It was inappropriate for our family entirely.

And while in the lobby one day we met adult mother and daughter who thought they should request an HA room because they have disabilities, only to discover that the room was entirely unsuitable to them. King bed, roll in shower when it wasn't needed, etc. they need better descriptions so that doesn't happen, and I wish they could block those rooms entirely until they are needed.

Haha! That's the key! There is a phone number to the back office at each resort but they are VERY selective about giving it out! Because as usual people will abuse it and call about every little thing! I have the phone number to the back office at POP and when I got back to my room one night after midnight, I called them and asked my 'friend' (who actually answered the phone!) to bring me a working room key because this was the third one I had gotten from the front desk (in 24 hrs) that wouldn't work for me. I didn't have my ECV (it was in the room charging) and I had packages from the store that I couldn't just leave there...I was solo! He had one of the CMs run a working room key down right away!! Boy was I thankful I had that phone #!! They were so apologetic and I was so grateful!! LOL

I have stayed at POP dozens of times and have NEVER felt as though I was a second class citizen. I have felt other than one CM they have always gone above and beyond to do what they can to make my visit the best it can be!!! Disney is one of the most friendly places to visit when you have a disability....Well at least IMO!!

 

[Simba's Mom]

This is just incredible. And at BWV, after being lied to about whether a room was HA (I was told it wasn't, but it was) the front desk manager told me that the CM had said that because the front desk has no way of knowing whether or not a room is HA. I am just appalled at how those who need HA rooms are sometimes treated.

 

[pugdog]

These stories, and one that is not true at all, sound like a little bit of lack of planning. In the 25 years of going to WDW yearly, sometimes twice a year, this has never happened to us. We have always needed a roll in shower and have always gotten it. We have stayed in every mod and value resort on property and a couple of deluxe. Back when we used a TA that was the most nerve wracking time because you never knew if the did it right. And back when you had to wait on hold while they called special reservations was nerve wracking too. Now that you can pick the exact room you want online you don't need to worry on if they will have the correct room or not as much. If the room type is not available then you can't reserve it. It's not a choice for you to pick from. WDW makes it really easy now to get what you need. You get to pick between a roll in shower, tub with bars and the Florida Special room, which just gives you more room for a ECV and a regular bathroom. You really need to do your homework to get the room that works for you. You can't put all your trust in someone else to get what you need. Ask questions on boards like this to get the info you need to make an informed decision.