1st timer mistake; ensure room designated handicapped

[Beth8649]

I took my 94yr old mom on a cruise on HAL 12/5-12/12/2015. We were originally booked in a handicapped suite. HAL sent me an email offering an upgrade to a Neptune suite. I did not know that there was an approximately 6" step up into the bathrooms or that the doorway was narrower than a very narrow triangular rollator. I was in shock when we boarded!

 

Here are some pictures that I hope help anyone using a wheelchair, walker, rollator.

[Beth8649]

Sorry, I didn't upload correctly. I seem to only be able to post 1 pic.

[eigig]

One picture says it all

I appreciate your situation

Truth is that no one really can understand your needs

Hope you managed to have a good time

Thanks again for this

[raindropsalways]

Sorry about the misunderstanding. Unfortunately, the cruise lines do not take into consideration “handicap” on up-grades. Our TA has an automatic “no” setup for us on up-grades. Before that option was available, we were up-graded twice to cabins that we could not get into because of the two mobility scooters. And, in both cases, we found the person they gave our HC cabin to and let them have the up-grade instead.

 

Hope that you both were still able to enjoy the cruise.

 

Betty

[searoses]

Surely they must have asked you if you needed a handicapped cabin?....if not I would be furious!.....over a week's time that step is a killer for me making the chance of a fall much greater....hope your mom was able to handle it well enough and that,overall,you enjoyed your trip...

[Beth8649]

Nope! And, I was in a panic when I saw it. The 2 male concierges offered to come & assist us getting mom in & out of the bathroom, but they are only on duty 7am-7:30pm. I know they did try to get us a handicapped "anything",but nothing was available.

 

I didn't know anything about a step-up, nor was I informed when paying the ~$850 for the upgrade. In fact we considered invoking the trip cancellation. Insurance from HAL.

 

The generous lady, Ita, who sailed with us got up every hour on the hour to get mom into the toilet. (Mom wakes up to pee all night long. ) The poor lady was suffering terribly from sleep deprivation & I was super sick with seasickness the entire trip.

 

I haven't called HAL about it yet b/c I'm still not well. And, I would like to notify the correct agency, like Americans With Disabilities.

[searoses]

I would be trying to get that $850 back for sure.....I am real easy going about most things but this is the perfect example of not having a well-trained staff....did you deal directly with them or a travel agent?...the one time I was upgraded was on ncl and they acknowledged I was booked into an hc cabin and offered an hc suite.....and so unfortunate you are also the poster with land sickness....yikes.....hope the dramamine is helping......my first cruise I suffered for 3 weeks.....my woodstove was undulating and my kitchen counters kept moving away from me....it was very weird...every successive cruise the time has lessened to just a few days now....hope you will be feeling better soon!

[sherilyn70]

I'm assuming you did not look at the deck plan before accepting the upsell? The email they send out advises you to do that. I always look at it when on the phone with them and could see which suites were handicap accessible or modified. I did give up my handicap signature suite for a standard Neptune on the westerdam, I thought I'd be able to handle it. Unfortunately that step up was awful for me as well and the same for trying to get out onto the balcony. I love the suites (first time was in the modified on veendam) but from now on I do need to take a handicap only, which will limit my chances of upsells. I love the rooms enough though to consider just booking it right out now.

Edited December 22, 2015 by sherilyn70

[Beth8649]

Searoses, yes, I need to call them and complain, mostly to ensure they don't do it to anyone else. But, a rebate would be nice.

 

We booked through HAL directly. HAL sent the email upgrade offer and were the ones that I called and accepted the upgrade with the additional fee. They knew we were 1st time cruisers. Never in a million years would I ever have imagined a 6" step up or such a tiny door opening.

 

And, thank you so much for telling me about your landsickness. That is the kind of insight I was looking for in my other post. You had it 3 weeks. Yikes! I don't know if I'd have ever gone on another. Today, is the best that I have felt since December 5th (departure) and I'm not sure I would ever want to chance feeling this lousy for that long ever again. (And, I'm only on my 9th day after.) So sorry you were sick for so long, and thank you for sharing that with me. Having a reference point from someone who had it helps me see the light at the end of the tunnel.

 

Sherilyn70, first timer mistake, I read upgrade & the price went to the website to see the ammenities and saw free laundry which we needed for mom, thought mom would love the in-room specialty coffeemaker ( which wasn't there b/c it debuts in January. ( I thought the astric was to highlight it, not that it was a footnote that it wasn't there yet). I talked to the agent on the phone who gave us the cabin that we got. It's a first timer mistake, but super impacted on the 1st vacation we've had in almost 10yrs.

Edited December 22, 2015 by Beth8649

[Beth8649]

It won't let me edit b/c it was longer than 20 minutes.

 

In retrospect, I did look at the deck plan b/c both were next to the center elevator which I wanted for mom. And, I remember seeing that it had a shower with a tiny lip around it that I thought mom could navigate. (That might have been from googling images of Neptune suites). Not being a cruiser, I didn't know that the bathrooms had a 6" step up or such a narrow doorway. I guess I thought of a cruise as a floating hotel with free food and steel drum music. I was a dummy.

Edited December 22, 2015 by Beth8649

[sherilyn70]

Yes, unfortunately as a first time cruiser you probably wouldn't know how tiny the bathrooms typically are and that they are almost always a step up on all lines. It's not something most people even give a second thought to if they're able bodied. I know I forgot about the rise on the balcony door I'd have to step over and I'm an experienced balcony cruiser. I couldn't go out unless my husband helped me go out there.

[Caribbean Chris]

I'm so sorry this happened, and you have stepped up to acknowledge that the mistake was yours. Don't beat yourself up too much. Your intentions were so good.

 

We now book the smallest suites about mid-ship, and also have a "do not upgrade" because many of the other suites on ships are all the way aft - which would be a very long walk to the other end of the ship where the relief box is often placed for my service dog. (And typically a long walk to an elevator for any disabled person or their attendants.) Midship also tends to lessen the motion, and I carry medication both for myself and vet prescribed meds in case the dog ever needs them in high seas.

 

So as noted above, the bottom line for the future is to study the deck plan, never assume, repeat your particular needs, and ask lots of questions.

 

I don't think this unfortunate episode would qualify as a case applicable to the ADA because the cruise line does and did provide you with fully accessible alternate accommodations to reserve, and it was your choice to later accept an offer of another stateroom that was not accessible.

 

Hope you feel better soon and that there were good memories to recall.

Edited December 22, 2015 by Caribbean Chris

[chengkp75]

Nope! And, I was in a panic when I saw it. The 2 male concierges offered to come & assist us getting mom in & out of the bathroom, but they are only on duty 7am-7:30pm. I know they did try to get us a handicapped "anything",but nothing was available.

 

I didn't know anything about a step-up, nor was I informed when paying the ~$850 for the upgrade. In fact we considered invoking the trip cancellation. Insurance from HAL.

 

The generous lady, Ita, who sailed with us got up every hour on the hour to get mom into the toilet. (Mom wakes up to pee all night long. ) The poor lady was suffering terribly from sleep deprivation & I was super sick with seasickness the entire trip.

 

I haven't called HAL about it yet b/c I'm still not well. And, I would like to notify the correct agency, like Americans With Disabilities.

 

It is unfortunate that you and the line made this mistake, and I sympathize, but don't try to contact any agency of the US Government, concerning the ADA. The ship is foreign flag, so per a decision of the Supreme Court, only certain aspects of the ADA apply to a foreign ship. Carnival Corp, the parent of HAL, has made a settlement with the DOJ to increase compliance with the ADA, mainly to address having more accessible cabins in all cabin categories, but that is a phased in process, and only applies to each ship as it undergoes a shipyard maintenance period, typically for HAL every 2.5 years.

 

Your only recourse is to HAL. This is another mistake even experienced cruisers make, assuming that all aspects of the ADA apply to all cruise ships. There is only one large cruise ship that meets all the aspects of the ADA, which is NCL's Pride of America, as a US flag ship. Only foreign flag cruise ships that "homeport" out of US ports have to meet the ADA partially, and those that do not homeport in the US don't have to meet them at all.

[Beth8649]

After Christmas, & hopefully before the New Year, I'll call HAL and talk to them. And, I'll try Evelyn in the excursion department that is the handicapped tour specialist & see if she can assist me in:

1. Add to cabin discription that there is a 6" step up and the doorway width

2. When upgrading a person booked in a handicapped suite, that a big flag comes up to the agent to warn them that normal cabins have a step up & the width of the door opening.

3. Need help on this one.... Somehow get the word out to any handicapped travelers... That's why I thought ADA, but, I follow that they're prolly not going to be able to assist me. An article for cruise critic might reach some people, but I'd like to warn as many people as possible.

 

I realize some people, or even HAL management might think... She wants freebies, but what I really want is to protect the next guy, the next 1st time cruiser and not just with HAL, but with all cruise lines. So, please help me on this one. Whom do I contact? How do I reach out & get things changed and/ or warn people?

Edited December 22, 2015 by Beth8649
Spelling

[Algebralovr]

After Christmas, & hopefully before the New Year, I'll call HAL and talk to them. And, I'll try Evelyn in the excursion department that is the handicapped tour specialist & see if she can assist me in:

1. Add to cabin discription that there is a 6" step up and the doorway width

2. When upgrading a person booked in a handicapped suite, that a big flag comes up to the agent to warn them that normal cabins have a step up & the width of the door opening.

3. Need help on this one.... Somehow get the word out to any handicapped travelers... That's why I thought ADA, but, I follow that they're prolly not going to be able to assist me. An article for cruise critic might reach some people, but I'd like to warn as many people as possible.

 

I realize some people, or even HAL management might think... She wants freebies, but what I really want is to protect the next guy, the next 1st time cruiser and not just with HAL, but with all cruise lines. So, please help me on this one. Whom do I contact? How do I reach out & get things changed and/ or warn people?

 

I'm so glad you want to help make things better for others.

Asking HAL (and all the cruise lines) to add a pop-up window to agents screens when doing a stateroom change for someone in a accessible room is a good one! Requiring the passenger being upgraded to also accept it in writing with the notice would be good as well.

 

Sadly, it is probably a major undertaking in the code running the system, but certainly worth asking for!