Disaster disability Disney holiday

Mrs_Ryan

I’m at a bit of a loss as to what difference a blue badge would make (unless you were driving) you mention the blue badge like some sort of magic key that will magically give you all manner of entitlements which sadly they don’t! (I should know- I have one)

Rainbowgirl84

If you don't tell people there is a problem they can't sort it out for you.

Jumblebumble

Gemmapolak wrote: »

Hi all.
I'm after some advice.
So the bones of my story are that last year we booked a magical Disney holiday for my family including my 2 small children and my disabled mum.
My mum is wheelchair bound and permanently on oxygen along with several other issues. She is a bluebadge holder and my dad is her full-time carer.
This has been the case for the last 17 years.

We booked this "magical" family holiday as my mum is rapidly getting worse and this was going to be last time she would be able to travel. We wanted to make those lasting memories.

Anyway we decided to book through a well known company.
I called to make the booking as I wanted to make sure we had a disabled room and I wanted to discuss disabled access in the parks ect.
Like the past 17 years when booking anything concerning mum we always call ahead and make sure he needs can be catered for.
While making the booking I mentioned several times and asked lots of questions regarding my mum's wheelchair and mobility issues her bluebadge and how a wheelchair adapted room was essential.
I was told by the adviser that all rooms were disable accessible and the only difference was a shower or a wet room but the bedroom was exactly the same.
Having never been to Disney before and trusting the well known company I chose to book with I believed this and choose a room with a bath.

We went on the holiday and yes we could just about get the wheelchair in the room but it was absolutely not disable friendly and the bathroom was shockingly small and an absolute nightmare to get the wheelchair in.
We didn't complain at the hotel as we had been told by our booking company this was a disability adapted room plus we paid for a club level upgrade and when we sat with the receptionist to book in with mum with her wheelchair and oxygen they didn't even mention we were not in a disabled adapted room.
Nor did they mention that we had infact paid full price tickets for all the adults in the party when actually my dad the full time carer didn't need to pay for his ticket. They knew my dad was her carer as my parents provided my mum's blue badge and a letter from her doctor detailing her condition to obtain a green pass to reduce queue times for mum.

After returning home I started asking questions about why a Disney hotel had such poor disability adapted rooms only to discover that we were not in a disabled adapted room, it was a standard room, club level but standard.
The actual disability adapted room were twice the size with much more room for wheelchairs plus a wheelchair accessible wet room.
It transpires that the chap taking my booking saying the only difference was a wet room and a bath was talking total rubbish. We needed a disabled adapted room like I stressed repeatedly when booking but somehow we were in a standard room.

Obviously I contacted to company with my 2 issue the wrong room which had a massive impact on my mum during the holiday plus being charged for the carers tickets.
A month later and several emails apparently they can't trace my call recording from my booking so the best they can do to make the situation right is a goody bag for the children and a 5% discount off future bookings!!!

Surly this can't be right.
Any advice would be appreciated.

Can I ask
Have you specifically told "The well known company" of the outcome you would like for them to close your complaint or have you just pointed out their perceived failings

The reason i say this is that many companies take the view that if someone complains then they may well be satisfied with an apology and not Compo, and the first line staff will try to resolve this way.

If they won't play ball you could complain to Disney that their agents are misbehaving and have wrongly profited by misleading you.

Blackbeard_of_Perranporth

Gemmapolak wrote: »

This was Paris

That explains it!

Takmon

Gemmapolak wrote: »

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 ��

I think you have really failed your mum here and i'm surprised none of you spoke to reception at the time.

If i was in your position i would have gone back to reception when i saw the room and said that your mum is really struggling to get around the room and use the bathroom and ask if they have anything bigger available. Surely this is common sense just to ask?

DCFC79

You really should have gone down to reception to ask if the room your mum was in was for disabled users.

I take it you checked your booking conformatoon to check that your requirements were listed eg a disabled room ?

This details what you need to do to get a priority card, did you do this ?
https://www.disneylandparis.com/en-gb/guest-services/guests-with-mobility-disabilities/

sheramber

Mrs_Ryan wrote: »

I’m at a bit of a loss as to what difference a blue badge would make (unless you were driving) you mention the blue badge like some sort of magic key that will magically give you all manner of entitlements which sadly they don’t! (I should know- I have one)

[ Disneyland Paris provides a free Carers park ticket on presentation of an officially recognised document, This also applies for hotel reservations, The following documents are accepted.

Disability Living Allowance (DLA) or Attendance Allowance award letter (AA) all dated within the last 12 months.
Personal Independence Payment letter (PIP) dated within the last 12 months.
A current and valid Blue Badge
Letter from General Practitioner (GP) or consultant (dated within the last 12 months) confirming the need for a full time carer or certifying that the person has a permanent disability. This does not need to be a letter of diagnosis.


The offer is applicable at the time of reservation if the appropriate documentation is provided.
To take advantage of this offer and for terms and conditions please contact our reservations office.

If I was going to Disney I would be researching facilities etc on their website and if I was taking a disabled person I would be researching facilities available for them.

I would not be relying on an assistant in a call centre.