Disaster disability Disney holiday

sjbrun

So why did you not just go down to reception and raise the issue with them and ask for a different room?

Gemmapolak

I also didn't know there was another option until we got home.
The booking agent told us we were in an adapted room.
Having never been before we didn't know this wasn't right.
If we had known we definitely would of done to someone.
Disney were great with us while we were there, assisting in the park and at restaurants.
My issue is with the booking company I requested an adapted accessable room, I was led to believe that's what we had and that's not what I got.
We had to struggle unnecessarily.

Mrsn

Unless your booking agent specifically has seen the disabled rooms for themselves I can’t see how they could advise on such matters to be honest, they are just going by a description supplied by the hotel and will never truly understand the needs of the traveller no matter how clear you make them.

I appreciate that you thought you had the room you had paid for so to speak whilst you were in Paris but the opportunity to make a complaint would have been at the point you were there. I’m sincerely sorry that it has put a dampener on what should have been a magical experience but I don’t think you are going to get much further than this with the agents involved.

Lastly again I don’t think the agent would have been aware of not needing to pay for your dads park tickets. I’ve booked Disney a few times and when it comes to the booking I don’t recall specific questions that would trigger the free tickets becoming available and their booking system is the same as what we would use ourselves

Gemmapolak

.Unless your booking agent specifically has seen the disabled rooms for themselves I can’t see how they could advise on such matters to be honest, they are just going by a description supplied by the hotel and will never truly understand the needs of the traveller no matter how clear you make them.

I appreciate that you thought you had the room you had paid for so to speak whilst you were in Paris but the opportunity to make a complaint would have been at the point you were there. I’m sincerely sorry that it has put a dampener on what should have been a magical experience but I don’t think you are going to get much further than this with the agents involved.

Lastly again I don’t think the agent would have been aware of not needing to pay for your dads park tickets. I’ve booked Disney a few times and when it comes to the booking I don’t recall specific questions that would trigger the free tickets becoming available and their booking system is the same as what we would use ourselves

Thank you for this. I agree that's it's probably too late late for any action but I just feel so disappointed and frustrated.
I did what I could to mane this holiday as easy as possible for my parents and failed through no fault of my own.

I wish I had spoke to someone while we were there but I genuinely trusted what the booking agent told me.
The booking agent making that small mistake really impacted us and our holiday totally unnecessary.

I guess you live and you learn ��

a.turner

Gemmapolak wrote: »

While booking and requesting a adapted room I was told the only difference was the bath and the wet room. I was assured both rooms were completely accessable, this was not the case.

One would assume that a wet room would be for the less mobile rather than a shower over a bath.

Aylesbury_Duck

What do you want as a resolution if the goody bag and future discount isn’t acceptable? The holiday was about making memories, so what sort of offer is going to address the “disaster” you encountered?

pinkshoes

Gemmapolak wrote: »

While the we could get my mum to the toilet and the sink this was not without difficulty. The bath was totally unaccessible to her. There were none of the aids to make things easier which I have since discovered are available in the actual disability adapted rooms. This means the very limited independence my mum has like being able to get on the toilet were removed from her, again unnecessary.

Clearly at this point, regardless of what they had said, with 17 years experience of looking after a disabled person then common sense should have kicked in.

If she cannot access the bath then clearly a mistake had been made.

As you chose to say nothing at the time, this puts you in a very difficult position.

I would ask them, as a gesture of good will, to refund the cost of the carer's ticket.

elsien

Have you made a formal complaint to the company, using their complaints procedure? If not, that should be your next step.
If that gets you nowhere, and it's an ABTA registered company you could then take it to them. Although I still think not raising it at the time, even with your reasons given, won't help your case. But you've got nothing to lose by trying.

hollydays

Somewhere on here a while ago someone posted a very informative thread about exactly what you should’ve asking a hotel etc if booking a room for a disabled person. I wish I could remember where it was. The upshot was( is) don’t expect the service industry to have the slightest clue.. it’s up to you to call the shots

Les79

Have you put in a Subject Access Request for a copy of the phone call?

With you mentioning the 1 month delay I suspect so, but if not I would put one in and ask for:

- A copy of the phonecall (audio or transcript) - try and narrow the date range

- All information that they hold on you

- All information relating to the specific booking that you made

- Any internal notes/emails which relate to you

It seems a bit odd that they've not got a copy of the call recording. Did they advise you that the call was recorded? Or do they advise you if you were to ring up now? etc. Most call centres record their phone calls. Would be worth pointing it out to them if they have an automated message suggesting so if you were to phone them tomorrow, for example.....

Not sure, but you may have scope to report it to the ICO if they appear to be withholding your personal information after making this request and being knocked back (the ICO may be able to "persuade" the company to provide the call transcript for you).

But I mirror others in saying that you really should have kicked off at the time! They probably would have just moved you to be fair!

If you haven't already, and you make the SAR, you may well make them re-evaluate the current offer on the table. Only other option is possibly civil claim (small claims court) but clutching at straws evidence-wise!