To want to cancel this holiday?

[EpicGem]

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.

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.

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.

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.

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.

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.

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!

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!

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.

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.