Is Disney in violation of the ADA?

[Disney Hungarian]

I am beyond frustrated. I have spent 2 hours on the phone with Disney reservations today. Mom asked me to take her back to WDW. So I get on-line and check the current specials. I decide to go with the free dining plan and check for availability at the end of September. There were plenty of choices. I made a note of the price quoted on-line and picked up the phone, because I am not allowed to use the internet to book a room as any able bodied person can do. I first talk to the nice man and explain that I will need a room with 2 full sized beds and a roll-in shower. I told him that I would take any reservation at any value resort. He tells me that he will have to put me on hold to talk to the special reservations. He gets back on the line and tells me that special reservations told him that there are no rooms with that layout at any value resort. Well this is not true and I explained to him that I stayed in one at the AS sports in December. He said they could give me a room with a king bed and a roll-in shower and let me use a roll away bed at no extra charge. ??? Any able bodied person can book a room with 2 full size beds and a shower. Why can't I? I would not let mom sleep in a little cot while I slept in a king sized bed, nor would she let me sleep on a cot while she had a king size bed. I explained this to him. I was told that those rooms were available at the moderate resorts, not the values. ??? I have to pay more to get the same thing a normal able bodied person gets at no extra charge? I asked to speak to a supervisor. I explained it all over again and told her I did not think their policy was in accordance with the ADA. She kept repeating the same things the first man said. I asked to be transferred to the AS sports front desk manager. I asked her which rooms had 2 full beds and a roll in shower, since I had stayed there in December I knew they existed. She could not believe the trouble I was having trying to book a room there. She said there were 4 rooms that had that layout. Rooms 124, 142, 1124, and 1142. I had stayed in room 1124 last December. Last October it took 3 days to book a room and still they got it wrong and they upgraded me to the Beach Club after 4 hours of searching for a room. In December it took 5 days to find a room. I have spent 2 hours already. I have to go through this again tomorrow, and who knows how many days after that. I am so over Disney now. I will take mom because it means so much to her. I will probably never ever give Disney any of my time or money for a trip for myself. I am sad I feel this way. I used to love and look forward to going there.

[Tink1]

When you reserve through special needs, they physically block out the accessible room from inventory.

So, while those rooms are present at the resort, they can already be blocked out for another guest requiring the same accomadations.Free dining has been bookable for a very long time, and there are very few of those configuration.

Their saying there are none available can mean just that, there are none available. Not that they do not exist.

Nanc

[ElenitaB]

I'm so sorry that you've had this experience and that you're feeling this way. Is there anyway you can book your room directly with AS Sports?

I'd also take the time to write to WDW directly. I know that they have an employee resource group for their own employees who face physical challenges. I'm sure that someone in management would be interested in hearing about your experiences and frustration. If we're not the squeaky wheel, situations will never get addressed. (Several years ago I surfaced an issue I had with DME that resulted in surgery when I got back home, and the process has since changed.)

[Disney Hungarian]

Thank you Nanci,
According to the front desk manager at the AS sports resort this was not the case. I wish I could book through you. Have you got the capability to handle the special needs yet?

[Disney Hungarian]

I'm so sorry that you've had this experience and that you're feeling this way. Is there anyway you can book your room directly with AS Sports?

I'd also take the time to write to WDW directly. I know that they have an employee resource group for their own employees who face physical challenges. I'm sure that someone in management would be interested in hearing about your experiences and frustration. If we're not the squeaky wheel, situations will never get addressed. (Several years ago I surfaced an issue I had with DME that resulted in surgery when I got back home, and the process has since changed.)

The resort front desk can only book for the next 2 calendar days. That was my first question...;-)

I am writing this here because I know that Disney follows negative press. This, I am sure will get much more attention if there are enough comments on this thead. I hate to think there may be others having to go through this as I am. But, if there are, then this gives them an opportunity to be heard too.

[Tink1]

When you call Reservations, tell them you wish to be connected directly to Special Needs. If they tell you that you cannot, tell them you want to speak with Guest Service Manager and tell the manager you want to speak directly to a Special Needs agent.

ASSports cannot see what Special Needs has blocked out for the end of September. Totally different system.

But think about it calmly.

If Sports has only 4 rooms with that configuration the chances of them being booked for free dining already are very high. You may have to pick a different resort to get the bedding you wish.

I have a client who wants the last week of free dining at Coronado. There are no rooms available, she has to choose a different resort. Same thing basically.

Nanc

[Disney Hungarian]

[QUOTE=Tink1;2192238]When you call Reservations, tell them you wish to be connected directly to Special Needs. If they tell you that you cannot, tell them you want to speak with Guest Service Manager and tell the manager you want to speak directly to a Special Needs agent.

Thanks again Nanci,
This may surprise you. I have the direct number to the special needs reservations. That is how I booked in October of last year. I called them in December and was treated in the most rude way possible. I was asked if I was a travel agent. I said "no." Then I was told I would have to call the "normal" reservation number and was promptly disconnected. I did not even get a "have a magical day" lol

[Disney Hungarian]

But think about it calmly.

If Sports has only 4 rooms with that configuration the chances of them being booked for free dining already are very high. You may have to pick a different resort to get the bedding you wish.

I have a client who wants the last week of free dining at Coronado. There are no rooms available, she has to choose a different resort. Same thing basically.

Nanc

I also told the reservationist. I would not only take any value resort. I would take any days. I just asked for something closer to the end of Sept. since my mother can't handle the heat that well.

[Mfarquar]

But think about it calmly.

If Sports has only 4 rooms with that configuration the chances of them being booked for free dining already are very high. You may have to pick a different resort to get the bedding you wish.

I have a client who wants the last week of free dining at Coronado. There are no rooms available, she has to choose a different resort. Same thing basically.

Nanc

As someone who has several special needs people in her family, I find this troubling. I expect more from Disney, and luckily have not experienced this myself.

Regardless of what is or is not available, I think the major problem here is that the lack of availability of rooms was not clearly communicated to the customer. Instead, she was told that these types of rooms did not exist - claiming there are no rooms at any Value resort with that layout. OP clearly states that she explained that she has, in fact, stayed in one of these rooms.

At this point, a CM should recognize if there is a misunderstanding or if they are not clearly communicating the information. There shoudl have been a clear explanation that yes, they do exist, but no, none are available for her desired travel dates. In turn, I would expect the CM to try to find other dates where said rooms would be available at a Value whether or not they were during the free dining promotion. The problem here is that it seems that this CM and Manager didn't seem to grasp that these 4 rooms existed at All Star Sports. If they did, they certainly weren't taking the time to take the proper customer service steps. Thankfully, the Manager at All Star Sports confirmed that this loyal customer wasn't crazy!

To me, this is a communication issue that should have been rectified by either the CM or the Manager.

I work in an industry where we book spaces for events. These spaces can be very limited at certain times of the year and this sort of response would never be tolerated by our customers or our fellow staff.

Hopefully Disney will take the time to explain situations more clearly and/or that the staff will take the time to listen and understand requests more clearly.

It seems that Disney meets all ADA requirements. The problem here is there is staff who do not seem to be knowledgeable enough to identify these resources available at the resorts and accurately communicate this to customers.

I totally agree with ElenitaB - I would definitely write a letter in hopes that it would result in better training and/or an easier process for guests with special needs.

[Disney Hungarian]

UPDATE:

I received a call at 8;30am this morning from the same supervisor I was on the phone with until 9pm the night before. I told her the room numbers and she looked them up and said that 2 of the rooms were available for the dates that I originally requested. I was actually given a choice between the two rooms. It still took 43 minutes and 19 seconds on the phone to get the package booked. All in all it was faster than the 2 previous times that I had booked. I do wish there was an easier way.

But, hey! I get to take mom to WDW again. And for that I am grateful.

[Disney4us2]

I am glad it all worked out for you. Have fun planning.

[Mfarquar]

I'm so glad to see that they realized that they had not handled the situation as well as they should.

I'm happy to hear that they contacted you to resolve the problem and had the necessary information to book your vacation. I always appreciate when a company takes the necessary steps to rectify a mistake.

I'm glad that you're able to go as you wish and that it took a shorter amount of time than usual. If it makes you feel better, sometimes it has taken me 45 minutes to book a vacation over the phone when I am not requesting any special needs rooms.

I hope you and your mother have a fantastic time!

[Disney Hungarian]

I am glad it all worked out for you. Have fun planning.

I'm so glad to see that they realized that they had not handled the situation as well as they should.

I'm happy to hear that they contacted you to resolve the problem and had the necessary information to book your vacation. I always appreciate when a company takes the necessary steps to rectify a mistake.

I'm glad that you're able to go as you wish and that it took a shorter amount of time than usual. If it makes you feel better, sometimes it has taken me 45 minutes to book a vacation over the phone when I am not requesting any special needs rooms.

I hope you and your mother have a fantastic time!

Thank you both!

I called Disney Reservations this morning and spoke to "Eleanor." She was awesome. I needed to book a room only night at the end of my package stay. Mom may have friends in the Orlando area that day and I was worried I may end up driving late back home. I thought an extra night would guarantee me a safe trip home after a good rest.

The call lasted only 30 minutes. I was so happy. I have fussed and now I must praise. Thank you Eleanor!!

[Mfarquar]

Great to hear!

Have a fantastic trip!

[Daisy'sMom]

Glad to hear you got it done. Have wonderful trip with your mom, enjoy every minute of it.
I grew up with a sister that is disabled and this is so disheartening to hear.