Wheelchair Access Disappointment Plus

[CruiseWithSandy]

Normally I love cruising as a wheelchair user because cruise ships tend to be very accessible and I get a pretty worry free vacation. I love to enjoy the activities around the ship and the food is always great. For a little quiet time, a balcony room is key for me- the sea breeze, the view, it’s just magical!! 

Unfortunately on the cruise I just returned from there were a couple big disappointments. First, I could not use my balcony because the ramp on the inside of the room did not come level to the threshold and the steep angle of the ramp on outside made the underside of my chair Get stuck on the gap in the threshold. While I know this could be rectified, they chose to say my chair was the problem. For three days I asked them to fix it. Reluctantly ultimately I just asked that if they choose not to fix it that they adjust the price of my room to an ocean view. They said they couldn’t do that and that they would give me a coupon for a future cruise and a price adjustment could be handled through my travel agent after the cruise. Then when my travel agent contacted Royal Caribbean, they told the agent they wouldn’t do anything else since they gave me a coupon. This was not what I was told by customer service on the ship. (Why do I want to go on another cruise with them after being treated this way?) 

Additional information about the problem and  how I know they could fix the problem: I have a bolt on the bottom of my chair to lock into my vehicle to drive- this is what was getting stuck. I have crossed with it before and been able to get on the balcony. That room was not an accessible room and they made a ramp inside and outside of the threshold that worked perfectly. I also had no issues with any other spaces between indoor and outdoor spaces.

The second disappointment. I have trouble regulating my body temperature as part of my disability  I brought a small heated blanket with auto shut off. Yes this is on the do not bring list. But they do slow curling irons, blow dryers, smoking, all of which statistically are more hazardous than the blanket. So a smoker's comfort is more important than helping with my medical condition- make it make sense!! 

Worse than the situation, was their callous response an unwillingness to make a fair price adjustment. I spent a lot of time on my vacation trying to work with them, but ultimately I didn’t have a balcony I could use, I had an ocean view. Why should I have to pay for more?

 

[smokeybandit]

I just want to summarize, you weren't in an accessible room and were disappointed that it wasn't accessible? And you brought a banned item and were disappointed it was banned?

Both could have been handled pre-cruise with an email to the special needs department.

[Ryan79]

@smokeybandit are you implying that with proper planning and 30 seconds of effort writing an email when someone has special requirements, could have made all the difference in the experience that they have?? How dare you!!

[Pattycruise]

I am very sorry that happened to you.  Unfortunately when dealing with guest services I feel you need to record the conversation as they are quite good at changing the story.  I remember she’s ago I had a problem with my cabin onboard and was getting nowhere with guest services so I called Royal when I got to a port with phone service, and voiced my complaint. I also followed up with an email. Thankfully guest services had indeed logged in each visit I made to them and the diverse issues. I did get a future cruise credit. 
If you sail with them again and have issues not being addressed I highly recommend you reach out via social a or an email to the CEO with the subject “Currently onboard “x” and need an issue resolved “  They do tend to get the attention of someone onboard who will address the concern