Hotels always tell me they have accessible rooms. I believe them. Sort of.
For the most part, hotels in the United States have to comply with the Americans with Disabilities Act. That doesn’t mean they always do. Or maybe they do, but the person answering the phone isn’t entirely sure what “accessible” actually means. I’ve learned over the years that accessible isn’t a yes-or-no answer. It’s a conversation.
That’s why I make the phone call. Actually, I make several. I know. It isn’t exactly the glamorous part of planning a vacation. Nobody is sitting around thinking, “I can’t wait to spend thirty minutes asking about shower chairs.” But if I do the work beforehand, I usually get to enjoy the trip later. To me, that’s a fair trade.
I learned that lesson years ago, and it was reinforced when I stayed at Eau Palm Beach Resort. I did my homework. I asked questions. I confirmed everything I needed. Then I arrived and discovered that some of those promises were just that… promises. It was frustrating, but it didn’t make me stop traveling. It simply reminded me that asking questions isn’t enough. You have to ask the right questions.
For example, if I need a roll-in shower, I’ll ask if they have one. They’ll usually say yes. Then I ask, “Are you sure? Would you mind checking?” I know. I probably sound like someone with trust issues. Maybe I am. But if I’ve learned anything, it’s that confidence over the phone doesn’t always translate into reality when I arrive.
While they’re checking, I’m already thinking about my backup plan.
So I ask another question without telling them it’s my backup question. “Do you have shower chairs?” Then I get even more specific. “Are they actual shower chairs with four legs, or are they the benches attached to the wall?”
Reader, I really don’t like those wall-mounted benches.
I’m sure they’re perfectly safe. I know they meet whatever standards they’re supposed to meet. But every time I look at one, I immediately wonder, “What if one of those screws decides today is the day?” My imagination is probably worse than the actual risk, but I’ll happily take the shower chair with four legs every single time.
Then there’s the bed.
A lot of people love those high beds. They look luxurious. They make people feel like they’re staying somewhere fancy. Me? I look at one of those beds and think, “Well… this could end badly.”
I know I’m supposed to feel like the princess in The Princess and the Pea, but I usually feel more like Humpty Dumpty about to have a great fall. If the bed is too high, I simply ask if they can lower it before I arrive. Most hotels can. They just need to know that’s what you need.
Once we’ve agreed on everything, I ask them to make notes on my reservation. Then I write down the employee’s name, the date, and what we discussed. Why? Because I’m going to call back.
Yes. I really do call again.
If the next employee can see those notes in their computer system, wonderful. If they can’t find anything, then I know we have a problem before I ever leave home. That’s when I ask to speak to a manager. I’d much rather solve the problem while I’m sitting comfortably with a cup of coffee than after I’ve packed my suitcase.
Most of the time, everything goes smoothly.
Every now and then, though, the problem isn’t accessibility. It’s communication.
I remember staying at a resort in Cape Coral where I requested a shower chair. When I arrived, the employee had no idea what I was talking about. Instead of getting frustrated, I pulled up a photo on my phone. He called maintenance, they looked at the picture, disappeared for a few minutes, and came back with three different shower chairs for me to choose from.
See? Sometimes people really do want to help. They just need to understand what you’re asking for.
I also ask about the amenities. If I’m traveling with a group, I know the vacation can’t revolve around me. If the pool isn’t accessible or another activity doesn’t work for me, I already have my own backup plan. I’ll bring a book. I’ll bring my sketchbook. I’m perfectly happy entertaining myself for a while.
What bothers me isn’t when a hotel tells me they don’t have something.
What bothers me is when they tell me everything is accessible… and it isn’t. Like it happened at Eau Palm Beach Resort.
I’d rather hear, “I’m not sure. Let me find out,” than receive an answer that’s completely wrong. In fact, I’ve had reservation agents put me on hold while they called the hotel directly to verify my questions. I appreciate that. It tells me they’re trying to get it right instead of simply telling me what they think I want to hear.
Years ago, I attended an Osteogenesis Imperfecta Foundation conference in Orlando. When I arrived, the hotel didn’t have an accessible room for me.
Luckily, I didn’t even have to get out of my car. My friend went inside, looked at the room, called me on video so I could see it for myself, and then found another room that actually worked. We solved the problem, but it reminded me that even with reservations, confirmations, and notes, things can still go sideways.
None of that has taken away my love of traveling. I still enjoy discovering new places, trying new restaurants, and finding hotels that genuinely understand accessibility. I just know that for me, vacations don’t begin when I arrive at the hotel.
They begin with a phone call. Sometimes two.
Because I’d much rather do the work before I play than spend my vacation wishing I had asked one more question. Be sure to have a list of questions that are important for you. Accessibility isn’t a one size fits all.
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