Active discussions

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To want to cancel this holiday?

36 replies

EpicGem · 30/09/2024 01:25

In March, I booked a short Christmas Markets break with a travel provider. As I wheelchair user, I requested a wheelchair accessible room at the time of booking. I was told that I would hear "shortly" regarding the room I booked.
My final payment date is fast approaching and I am still waiting for confirmation that I have a wheelchair accessible room and, if, as I suspect, not; what options they can offer me.
I have phoned up to try and get answers and am told continuously not to worry about it, they do these things in date order and, even if I have to pay extra for a more expensive hotel, they'll make sure I've got a room or they can cancel it and fully refund if there's none left.
I'm fed up of being told they've contacted to hotel each time I phone and that they're waiting for a response. Finding a hotel room in a Christmas Market hotspot during the markets at the last minute can be problematic enough (and expensive the closer the travel dates are) and wheelchair accessible rooms are like hen's teeth.
Do I give them one last chance by phoning again, bite my tongue and pay the holiday off and hope I get an answer before I'm checking in at the airport or just cancel and go back to doing it DIY style next time round?
It's just annoying that, if I didn't need my wheelchair, I wouldn't be having to wait for my hotel room to be confirmed.

OP posts:
New posts on this thread. Refresh page
Original poster
EpicGem · 02/10/2024 18:25

JillMW · 02/10/2024 14:01

I am so sorry to hear this. In the 40 years that I have worked with disabled people I feel there has been very little improvement in accessibility in hotels.
I would ring then send a summary via email!in order that you have written specific confirmation re suitable room. Explain exactly what you need for example ramp or slope into the hotel, lift wide enough to take your chair, shower with grab rail.
I find that often the person who makes the most contact gets what they require. Be polite ( I know you will) but persistent.
You do not say which country or city you are going to, what is considered acceptable varies in the UK and International regulations can be less or more specific, Don’t presume the hotel knows what is needed.
Wishing you a happy outcome and an even happier holiday.

I've already made alternative arrangements. Given the hotel refused to guarantee a requested wheelchair accessible room and wanted me to wait until I arrived to let me know if I would have a room with them, I wasn't keen on spending my first night of the holiday ringing round hotels to find one that might just have a suitable room. And I couldn't have left it to the holiday provider as, given how long the wait for assisted travel can be to disembark the aircraft, there's a chance no one would have been in the office by the time I reached the hotel.
Disabled people shouldn't need to pester and beg hotels for the rooms they need. We should be able to go through a travel provider/booking site (third party or hotel's own) and request the room we need. We shouldn't need to jump through hoops to get things able bodied people take for granted.
And as someone who works in the travel industry, it disappoints me that so many people think the approach you suggest is acceptable because we should be grateful for whatever crumbs of accessibility we get thrown.

OP posts:
JillMW · 02/10/2024 14:01

I am so sorry to hear this. In the 40 years that I have worked with disabled people I feel there has been very little improvement in accessibility in hotels.
I would ring then send a summary via email!in order that you have written specific confirmation re suitable room. Explain exactly what you need for example ramp or slope into the hotel, lift wide enough to take your chair, shower with grab rail.
I find that often the person who makes the most contact gets what they require. Be polite ( I know you will) but persistent.
You do not say which country or city you are going to, what is considered acceptable varies in the UK and International regulations can be less or more specific, Don’t presume the hotel knows what is needed.
Wishing you a happy outcome and an even happier holiday.

GrumpyInsomniac · 02/10/2024 13:48

Fellow wheelchair user here and very tired of being told to use a ‘specialist’ provider when some of this shit should be trivial to organise with the technology now available to us.

It takes me on average 3 times as long to organise travel abroad as it did before I needed a wheelchair, because we are treated as second class citizens and supposed to be grateful that there is anything vaguely workable at all, regardless of the Equality Act and various equivalents around the world.

stichguru · 30/09/2024 19:02

Sorry this is being so stressful OP. All this rubbish about not knowing whether they have an accessible room. It is just a simple requirement like everything else and should be no different. I mean most hotels have different size rooms, but if I book a room for 2 adults and a kid - I don't get told there will definately be a room, and they guarantee it will have 1 single bed, but it may have more! In other words, actually they book all rooms checking a specific requirement!

EnglishGirlApproximately · 30/09/2024 18:56

Not intending to start an argument OP, simply pointing to some specialist operators with good reputations that may be helpful for people reading. I'd agree that Limitless are more for people who need a higher level of care than you do, but if you can DIY then go for it!

Original poster
EpicGem · 30/09/2024 18:52

Just as a point, I do work for the holiday provider I booked with originally. Just in a different department. I do know whether or not we have direct access to the hotels we list.
To name my workplace would be potentially outing.

OP posts:
Original poster
EpicGem · 30/09/2024 18:43

EnglishGirlApproximately · 30/09/2024 16:39

It's rubbish OP. The problem is that so many so called tour operators and online travel agents like Love Holidays and On the Beach don't have direct contracts with hotels, they use bed banks which adds an extra layer in. I work for a 'real' tour operator and we do have direct contracts so can get answers quickly, but as a customer you wouldn't have a clue who does and doesn't have direct access.
This isn't who I work for but from working in the industry I'd highly recommend Enable Holidays and Limitless Travel who are real specialists in this area.

Enable don't do holidays where I'm going to, nor do they state their prices online. Limitless don't show prices until after you request a brochure. They also don't provide holidays for disabled people who don't want to travel as part of a group. And they seem wary of wheelchair users who aren't completely helpless.

I can DIY the same trip for around half the cost of these specialist providers and do things my way on the holiday. I can have a lie in if I want, spend as much or as little time as I want in the markets. I don't have to worry about what time I need to be back at the coach.

They might be a 'real' tour operator, but they aren't affordable for their target market.
And I didn't use the other 2 you named.
I'm not naming who I did use, because they ultimately aren't at fault for the hotel they have a contract with being uncommunicative. Next city break, I'll stick to booking it all separately.

OP posts:
EnglishGirlApproximately · 30/09/2024 16:39

It's rubbish OP. The problem is that so many so called tour operators and online travel agents like Love Holidays and On the Beach don't have direct contracts with hotels, they use bed banks which adds an extra layer in. I work for a 'real' tour operator and we do have direct contracts so can get answers quickly, but as a customer you wouldn't have a clue who does and doesn't have direct access.
This isn't who I work for but from working in the industry I'd highly recommend Enable Holidays and Limitless Travel who are real specialists in this area.

ShortyWentLow · 30/09/2024 16:26

EpicGem · 30/09/2024 11:10

The second rep I spoke with was just as annoyed. She's said they've raised this so many times with their managers and it always comes down to the hotels not wanting the travel providers to be able to allow disabled customers to directly book the room they need.
I've managed to get flights sorted. Using the travel provider as they worked out cheaper than RyanAir.

That's just shitty behaviour. I'm also disabled and I'd be fuming if that was preventing me from getting a confirmation.

If this is how they're behaving now, even more reason to go somewhere else. They don't deserve your money.

ShortyWentLow · 30/09/2024 16:24

Lifeasweknowitisrandom · 30/09/2024 06:23

Course they can. They look at their computer system and see if all the disabled rooms are booked. If not, they slot OP into there. They are choosing not to. Happens all the time to disabled people and it sucks.

Show quote history

They may be able to, I don't know. But I've worked in a similar industry before and I've seen that some elements of bookings make them difficult to guarantee. If there's only a few of these rooms to be made available and they can't guarantee when a resident will check out, I can kinda see the logic there.

That said, from my professional experience you never ever rely on an unconfirmed reservation. For example, I won't touch booking.com because they're dreadful at confirming reservations.

trinitytron · 30/09/2024 12:08

Travel agent here and there's no way I would be booking for a wheelchair user unless using specific suppliers who are specialists. Obviously sometimes it takes a bit longer to confirm but you shouldn't of been left waiting for so long! So sorry you've had this experience. This is not what the industry is about. It should be about making our customer's experience's easier than booking themselves not harder.

Original poster
EpicGem · 30/09/2024 11:10

The second rep I spoke with was just as annoyed. She's said they've raised this so many times with their managers and it always comes down to the hotels not wanting the travel providers to be able to allow disabled customers to directly book the room they need.
I've managed to get flights sorted. Using the travel provider as they worked out cheaper than RyanAir.

OP posts:
Lifeasweknowitisrandom · 30/09/2024 10:56

EpicGem · 30/09/2024 10:27

Phoned travel provider back. They finally got a response from the hotel. It seems to be a hotel issue "wheelchair accessible rooms are not guaranteed."
Myself and the rep looked at other available hotels and I did consider switching to one of the other options just so I didn't need to also book my own flights. In the end, I made the decision to cancel as it's too close to the final payment date to be messing waiting for hotels to confirm wheelchair accessible room availability.
I've found a hotel the suits and has a wheelchair accessible room so I've booked that room. It's a bit further out then the original hotel I booked, but I'm not going to waste my time chasing a hotel that can't confirm one way or the other.
Just have to book my own flights now.

I'm so sorry OP. You shouldn't have to put up with this rubbish.

Original poster
EpicGem · 30/09/2024 10:27

Phoned travel provider back. They finally got a response from the hotel. It seems to be a hotel issue "wheelchair accessible rooms are not guaranteed."
Myself and the rep looked at other available hotels and I did consider switching to one of the other options just so I didn't need to also book my own flights. In the end, I made the decision to cancel as it's too close to the final payment date to be messing waiting for hotels to confirm wheelchair accessible room availability.
I've found a hotel the suits and has a wheelchair accessible room so I've booked that room. It's a bit further out then the original hotel I booked, but I'm not going to waste my time chasing a hotel that can't confirm one way or the other.
Just have to book my own flights now.

OP posts:
Invisimamma · 30/09/2024 10:25

Call or email the hotel direct and ask for confirmation of the accessible room, give them your booking details and dates of stay.

I've done this before for lots of different things when booking through a third party, for example to request an extra child's bed or request specific room placement such as not ground floor or away from the bar, or check catering for allergies. It's never been an issue they've always accommodated any requests despite having booked with hotels.com or similar.

SpanThatWorld · 30/09/2024 09:58

This year was our first holiday with OH as a wheelchair user. It may well be our last.

Original poster
EpicGem · 30/09/2024 09:45

SpanThatWorld · 30/09/2024 08:05

My husband and I were on a tour of Scandinavia this summer. Twice we arrived at hotels to discover that the tour operator hadn't requested wheelchair accessible rooms.

One of our "accessible" rooms was a larger room but with no specialist shower or toilet. Every time he needed a wee, I had to wheel my husband to the conference centre which had an accessible toilet.

One hotel booking was changed while we were travelling as the hotel "couldn't guarantee" an accessible room. Less than 10 days and they still weren't prepared to say whether or not the room was accessible or not.9

This honestly doesn't surprise me. The industry could change and make things easier for the disabled community, but they've decided it's easier to keep things as they are. I know someone who works in the industry, looked at booking a holiday via her employer to use her staff discount. On realising that she was going to have to use the likes of Booking, Hotels.com and hotel websites for accessibility information, she gave up and just booked the hotel direct and used her flights discount.
She raised the issue with her employers and pointed out that they could liase with the hotels and resorts and have accessibility filters. Got told they'd look into it. That was 8 months ago.

My call got cut off/hung up, so I'm taking a few moments to calm myself before my next step.

OP posts:
Original poster
EpicGem · 30/09/2024 09:22

Contacting them on WhatsApp is a waste of time. I've just been told to phone them. I'm now on hold while I wait to hear what today's excuse is for not having an answer.

OP posts:
SpanThatWorld · 30/09/2024 08:05

My husband and I were on a tour of Scandinavia this summer. Twice we arrived at hotels to discover that the tour operator hadn't requested wheelchair accessible rooms.

One of our "accessible" rooms was a larger room but with no specialist shower or toilet. Every time he needed a wee, I had to wheel my husband to the conference centre which had an accessible toilet.

One hotel booking was changed while we were travelling as the hotel "couldn't guarantee" an accessible room. Less than 10 days and they still weren't prepared to say whether or not the room was accessible or not.9

Original poster
EpicGem · 30/09/2024 07:32

mitogoshigg · 30/09/2024 07:24

Of course they can, they are choosing not to because of poor customer service by either the tour operator or hotel.

You can book wheelchair accessible rooms a year in advance online with both premier inn and travel lodge so no reason why others cannot either IF they actually have them which in older buildings is not guaranteed.

My hunch is they don't actually have them available to the tour operator at least, did you at any point indicate you could cope with a standard room? I'm wondering if they are trying to leave it as late as possible so you don't cancel?

It's a newer building. Many moons ago when I didn't need a wheelchair and stayed at a different hotel that has no wheelchair accessible rooms, I'd go past the one I've booked on public transport. They are confirmed as one of only 2 hotels offered by the holiday provider to not only be wheelchair accessible, but also have wheelchair accessible rooms. I've never stated that a regular room would be fine. I have already stated more than once that I will be beyond unhappy if I get to my destination and find out I don't have a hotel room that is suitable. Especially as it's an evening arrival which means they're going to have to pull overtime to find a room for me.
The holiday provider have been telling me they have emailed the hotel every time I've contacted them. Given I've had email dealings with other hotels in the same city, I'm starting to doubt that excuse. Unless, of course, I've found the one hotel with a "meh" attitude in that city. In which case, it doesn't fill me with confidence for how the holiday is going to go.

OP posts:
mitogoshigg · 30/09/2024 07:24

Of course they can, they are choosing not to because of poor customer service by either the tour operator or hotel.

You can book wheelchair accessible rooms a year in advance online with both premier inn and travel lodge so no reason why others cannot either IF they actually have them which in older buildings is not guaranteed.

My hunch is they don't actually have them available to the tour operator at least, did you at any point indicate you could cope with a standard room? I'm wondering if they are trying to leave it as late as possible so you don't cancel?

AChickenPooAndABiscuit · 30/09/2024 07:19

Azertyuio123 · 30/09/2024 07:12

Report and of course cancel!

How very annoying for you, OP.

I agree with this tbh. It's disgusting they just make you wait and hope for the best.

EnterFunnyNameHere · 30/09/2024 07:17

I'm going to tell them that, once I've finished the chat, I'll be calling the hotel direct and asking them myself because obviously the holiday provider aren't doing their job. Obviously a touch more polite than that.

I think that's already more polite than they deserve OP. How pathetic they don't just get this done at the time they secure the room (which it sounds like they have already done). I'm very sorry to hear this is a common theme, you'd think in 2024 wheelchair users would be properly catered to as standard!

Azertyuio123 · 30/09/2024 07:12

Report and of course cancel!

How very annoying for you, OP.

Azertyuio123 · 30/09/2024 07:11

This is unacceptable. If you still want to go, call them this morning and tell them you want an answer by this afternoon. Say you will cancel, with a full refund expected. If not sorted, report them to a watchdog for discrimination.