Disabled Access Holiday accomodation

[springjean]

This was our first holiday abroad in Puerto Pollensa.
stayed in the apartments DAH.
Holiday all booked though the agent, flights, taxi to and from apartment, and accomodation.
Arrived at 11.30am only to find the previous people still in our apartment, rang DAH manager, and we were told some people don't go when they are meant too and to leave our bags and come back at 2pm! not a good start, we were both tired and parapligic husband needed a rest.
Got back, and cleaner was still cleaning the room, we had to wait another hour for her to finish.
Monkey pole that we ordered wasn't there so we had to chase that up. the room wasn't clean to normal standard. Bed too low for husband to transfer form wheelchair to bed, we had to put 2 mattresses onto one bed to get the wheelchair height.
we had a problem with a side transfer onto the toilet, and when we told the manager he just told us to use a toilet in one of the cafes or resturants!. this company is for the disabled traveller, have they no idea how hard it would be to carry and tranfer board, inflatable toilet seat plus all his medical stuff,into a cafe and use their toilet. We had to struggle with the one in our room for the whole week and it was far from ideal.
asked for assistance and a bulk head seat on plane, only to find on the way home they had booked my husband who can't stand at all, in row two window seat, it was a nightmare trying to get him across 3 seats, and quite destressing for him too.

but over all you couldn't fault the beauty of PP.
my only rant would be. If you are going to put in dropped curbs, drop them right down to road level and not with a 2 or 3 inch drop to road level. and if you go down a drop curb their should be one on the opposite side of the road to go back up.
and cars shouldn't be allowed to park over dropped curbs
put that right and it would be much easier for the wheelchair user and helper.

 

[WRIGHTSTUFF]

Oh my god.. i really dont know what to say apart from. I am so sorry you had so many bad experiences.. I'm sure heads will roll over it and rightly so..

 

[eleanor]

Jean - this is such a disappointment. You have been treated in a disgusting manner and this company should not be allowed to get away with it. The attitude is disgraceful especially as you went to great lengths to ensure all was ok prior to leaving for your trip. The fact that this company 'specialises' in holidays for the disabled makes this treatment even more unacceptable. It takes much planning and worry to travel abroad with a disabled person and these companies that trade on a specialism should ensure that you are treated properly and with respect. I feel very much for you and your husband and do hope that you intend to complain in the strongest terms to all concerned.

As a first holiday abroad, this experience was even more awful for you both. I am so pleased that you liked PP and valued it's beauty. Your comments regarding the mechanics of pushing someone in a wheelchair are certainly valid. The problem I think is that unless someone has that experience they just do not think about parking over dropped curbs. We have found this happens here in the UK too when we take a disabled relative out.
I hope this horrible experience has not put you off travelling abroad again. I'm sure there must be many companies who work with the disabled who will shudder at your experience.

 

[pollensa]

Jean,

I am really sorry that your first trip abroad with your disabled husband was a bad experience. As for DAH, I don't know whether you booked via our site or direct with them, but they have advertised with us for several years and we have never received any complaints. It was also recommended by one of the forum members here.

I can only suggest that you put all your complaints regarding the apartment facilities and airplane seating in writing direct to DAH.

 

[Sparky]

Jean i can only echo what others have said, i know how excited you were about going abroad for the first time but i do hope this has not put you off coming to PP again.

 

[springjean]

Thanks everyone for your kind replies.

No It hasn't put me off going again, and in some ways a bad experience can be a good, because the worst scenario is out of the way, and I no longer have to fear the worst I have already gone through it.

I would just like to say, and I know its barking, but when we first went to the beach on the pinewalk. I sat and cried I have never seen anything so beautiful in my whole life, I couldn't believe that I would see something like that in my lifetime.
Big thank you to pp for making it so clean so pretty and awsome for our eyes to enjoy.

ps Who do I complain too, Michael, the director was the person I talked to on the phone and he wasn't that helpful. Is their someone higher anyone knows about?

 

[Sparky]

Jean, it's not barking at all. My first ever holiday abroad was in PP in 1982, i also cried when i first saw that view and i just kept coming back year after year.
The next time i cried was December 3rd 2008, when we arrived in our car to start living our dream....it was cold and grey but after 3 days travelling that view was the most welcoming thing i had ever seen.

 

[pollensa]

ps Who do I complain too, Michael, the director was the person I talked to on the phone and he wasn't that helpful. Is their someone higher anyone knows about?

As far as I know Michael Davies is the director/owner. I'm only suggesting that you put all the issues you encountered in writing & send them to him even if you have already spoken to him.

 

[favie]

Hi Jean,

Sorry to hear about your ordeal regarding apartment and flight, just shouldn't happen, should it!! We put a lot of time and effort trying to get it right and of course the expense....for this to happen to you and hubby is just awful and hope your complaint is dealt with satisfactory: did you see this on their website?
Complaints
If there are any problems with the rental home or with our representative in Majorca, the customer must inform our representative immediately. If the matter is not resolved, the customer must follow up the complaint in writing to the Owner within 14 days of the end of the rental period. If the problem has not been reported as detailed in this clause then the Owner cannot accept responsibility for any claims or complaints.

Anyway, it was brilliant to hear the affect PP had on you inspite of the above! As Sparky says, not barking at all!! Does the same to most of us!

 

[Stocktonmackem]

In fairness to Mike, i have dealt with him and met him on several occassions and found him to be a very helpful person and used his apartment two years running. I stayed in the vicente buades one and found everything to be fine. I am not doubting what you say as i know how hard things are. My husband, like yours is a paraplegic and cannot stand. We used a shower/commode to access toilet and shower and althouth the bathroom was a little tight we managed. It is very daunting going on holiday for the first time and everything seems hard but believe you me things do get better and unfortunately you have to go with the flow and try to deal with the problems. We have flown many times and always find that John is put into middle or window seat, dont ask me why. we usually find airport staff very accomodating. I agree entirely about dropped curbs. PP is probs the worse. It bugs me when cars park over the drop curb as well. We found the easiest way round was to stay on the road. If you need any advice on wheelchair acc places just let me know. I will try my hardest to help. Hopefully you enjoyed the rest of what PP had to offer. Forgot to mention that Mike has a disabled son so would not take things for granted in his apartment. Pat

 

[springjean]

oh, ok, thanks I will do that, cheers

 

[Disabled Access Holidays]

My name is Michael Davis and Jean booked through my company "Disabled Access Holidays" I bought this apartment sometime ago as I have a disabled son. I want to reply to the comments left as I feel Jean has strongly misrepresented the accommodation and service provided.

Firstly this apartment is 2 mins from the square and 2 mins from the Pine walk, its a brilliant location. There are no entry steps to the Apt block, it has a walk in shower and a bathroom/toilet that can be accessed by wheelchairs.Its got a nice wide corridor, small but accessible balcony and we provide a hoist and shower chair FOC. Have rented it out for last four years feedback is good and lots of people rebook when they return. Its unique I don't know of any other accessible apt as good as which is in the centre of PP.

It is on the website that entry on day of arrival is after 2, but we always try to get clients in as early as poss, its difficult on change over day. The Monkey Pole is not permanently in the apartment, Gary brought it down later that day. There are four beds in the apartment and three have different heights, I don't have a problem with clients doubling up mattresses if they like, everyones needs are different, there is plenty of choice though.

This apartment has a good accessible toilet/bathroom, clients have found showering and toileting good in this apartment. I know that being disabled will always bring its challenges as each disability is different, for the vast vast majority this apartment works exceptionally well.

I requested the assistance from the airline for Jean and it was provided, seating is always at the discretion of the airline.

After four years and many great feedbacks I am seriously disappointed that this apartment and our services have been described in this way. This is a great apartment which is accessible and in a great location. I have stayed in it with my disabled son and he loves it!

Jean if you break down your complaints it was to lower a bed and hard to transfer to the toilet, the bed you raised in height very simply and i am very sorry if your husband found the transfer hard - But Jean i saw nothing positive in your comments only negative, I think thats wrong!

All the best


Mike Davis

 

[Disabled Access Holidays]

The reason why airlines sometimes won't seat disabled people in an aisle seat is that if they have poor upper body control then they can potentially lean into and obstruct the aisle. This is then a problem for staff and other passengers and can be dangerous for the disabled traveller. Airline staff are always thinking about getting everyone off in an emergency so they don't want one passenger making it difficult for others to get out. The airline staff don't know each persons disability so they take the safe option and put them in the middle or by a window.
Its tough but if your with a disabled traveller then speak up, tell them at check-in what you want!

 

[Patsy10red]

Hi Jean,

What an awful experience for you. We have a son in law who is in a wheelchair and have in the past booked holidays with Villa Parade, who are very helpful and understanding. We spoke directly with their office in P.P. to find out which villas would be suitable. They also have a couple that are specially 'fitted out' in fact one has a hoist for the swimming pool.
It might be worth you looking at what they offer. Do try PP again as I am sure it will
be worth it. There are lots of folk that return year after year because it is just so lovely.

 

[Stocktonmackem]

Having stayed in Mikes apartment two years running i can agree with everything he says. As i said in my earlier posts when you're disabled you have differant problems that you have to find a way round not just give in and expect everyone to do it for you. I have many holidays abroad and in this country and it is very difficult go get everything you need but Mikes apartment is certainly one of the best.

 

[simply]

Hi, I am Gary from the management company for Disabled Access Holidays, I do feel that I need to correct you on a couple of comments that you have made on the forum, firsty the reasonyour husband was unable to use the toilet facilities was due to the fact that he had fractured his shoulder prior to coming to PP, this is an
entirly seperate issue in itself which you seemed to forget to mention, also when my cleaning lady was at the apartment you stated to her that the apartment smelled lovley and as you was a cleaner it was nice to have somebody clean for you.

The monkey poll you recieved around one hour after you ocupied the apartment, I re-visited you the following day to make sure your husband was ok with the toilet facilities and you said that all was fine and appologised for you attitude the day prior as you was anxious and tired for your first trip abroad.

I am very sorry you was unhappy with our service as you stated in this forum, we have been operating in PP for the last six years and always get praise from clients so feel very hurt by your comments.

Regards
Gary Hardley
Simply One Service

 

[brumbrums]

Just read Jeans comments & then comments from Michael who runs DAH, I too had a disastrous visit to the IPA Apartments in September 2009. On my return I wrote to & then rang Michael & he was very unapologetic simply stating how wonderful the apartment was & that no one else had ever complained, the only good point was Gary who I found extremely helpful especially following a disaster with my wheelchair. Michael did offer myself a paltry £200 in compensation which I refused. Below is my very long story.

On arrival at Manchester Airport I was told that my seats had been changed as the airline (Monarch) had changed the plane to a smaller aircraft, this meant I had to be seated several rows front the front & then man handled over the fixed arm rest.

On arrival at Palma Airport I received a telephone call from Michael stating that there had been a burst pipe in our apartment (3A) at the IPA Apartments & that alternative accommodation had been arranged for us to stay at the Pollenca Park Hotel for 2 nights until 3pm Monday, we were assured that the hotel & room would be suitable for a wheelchair, as we had no other option I agreed to this “minor” inconvenience.

On arrival at the Pollenca Park Hotel we were met by Stephanie (Michael’s Daughter) who guided us up the steep ramp to the reception were we were then escorted to the room.

Once in the room it quickly became apparent that the room would become a nightmare. The room measured approximately 10 sqm excluding the bathroom, in that space there was a dressing table, 2 chairs, a bin, a fridge, a large square wooden cabinet & 3 single beds we then had to contend with a wheelchair & Hoist.

On Saturday night it took my fiancée nearly 35 minutes to get me in my bed as she had to hoist me from my wheelchair, manoeuvre the hoist which was a complete nightmare due to the lack of space & wheels that would not go were you wanted them to go, it would also not lift me high enough to get out of my wheelchair however that was nothing compared to what was to come the following morning.

After virtually no sleep due to the flies & stench emitting from the bins located right next to our window & the constant noise from the kitchen trolleys fundering over the broken concrete path my fiancée then had to hoist me to the bathroom, toilet me, shower me, dress me & then put me in to my wheelchair, it took just over 2 hours, as you can imagine my fiancée was not only very tired but was also very upset after-all this was supposed to be a relaxing holiday.

Once out of the room we asked the reception if they could remove one of the beds, this they did which made the situation a little easier however we still had little room to manoeuvre the hoist & wheelchair.

Other problems with the hotel were the 3 extremely steep ramps leading to the swimming pool, the steep ramp up to the front entrance which on the website looks nothing however in reality it was horrendous, this would not be a problem for an able bodied person however when you are pushing a 6ft well built male it is an entirely different story this is one reason we booked the IPA Apartments as they were fully accessible & close to the town centre not 40 minutes walk away.

On Sunday evening we bumped in to Stephanie who asked if all was ok, we told her it wasn’t & explained about how bad the room was due to the room size, kitchen trolleys, the stench & flies omitting from the bins & the disastrous hoist that should have been placed in the aforementioned bins years ago. Stephanie assured us that there was a bigger & better hoist in our room at the IPA Apartment. Stephanie also mentioned that she had arranged for us to have lunch at Palms restaurant located near the hotel however we decided not to go due to the access in to the restaurant which was a very short but steep ramp at the side of a narrow path, to get on to the ramp you would have to first lift the wheelchair up a very high curb & then almost immediately up the ramp we had also taken a very big dislike to this bar as on Sunday evening we were kept awake by the loud karaoke until well after midnight.

At 3pm on the Monday a taxi picked us up & took us to the IPA Apartments. As we got in to the taxi the driver asked us to read a text message he had received as he could not fully understand what it said as it was written in English, the text was asking him to pick up the hoist from room 108 at Pollenca Park (our room) & then take it to our apartment 3A at the IPA Apartments, clearly Stefanie had no intention of changing the hoist for a new one.

Once at the IPA Apartments we could see no sign of any burst pipe only wet floors in both shower rooms?. Once unpacked my fiancée decided to use the toilet in the main bathroom only to find that the toilet would not flush I decided to telephone Michael about this problem & also to report that the hoist was no good & that I could not get in to the wheelchair shower as there was a drop of approximately 4“, Michael was clearly a very busy man as he obviously did not want to talk & instead got Gary to ring me.

On the Tuesday my fiancée had to manoeuvre the shopping trolley “sorry I mean hoist” in to the tiny bathroom so that I could use the toilet & try & have a shower, after a lot of manoeuvring, stress & floor mopping due to not being able to get in to the shower properly we left the room to finally try & start enjoying our holiday. On arrival back at the apartment we found a new & much bigger hoist which was superb & that the toilet was now working.

I could now use the toilet in the disabled bathroom but still could not use the shower due to the 4” drop, I did consider removing the wooden shower tray from the other bathroom however it not only looked a different size but it had been very unstable when we had tried to use it the previous day.

On Thursday we had a disastrous day as my wheelchair decided to snap in half due mainly to most of the curbs being level on one side but 1“ to 6” on the other, the constant lifting up & down had obviously proved to much for my chair, a chair I have owned for over 8 years without fault. We managed to make our way back to the apartment thanks to 2 kind holiday makers & a taxi, once there I rang Gary who came over immediately & managed to get my wheelchair welded for the next day, while Gary was there I mentioned the problem with the shower tray, Gary swapped the trays over which fortunately were the correct size & stable once correctly in place.

During the week we got chatting to a couple of the other holidaymakers in the IPA Apartments both had said that they new nothing about any burst pipes in apartment 3A, one couple claimed that they had been speaking to a young dark haired lady in a wheelchair who was staying in apartment 3A, the lady I spoke to was absolutely 100% sure that the person in question was still in the apartment on the Saturday & Sunday when we arrived.

I do not believe that there was ever any burst in flat 3A & that Disabled Access Holidays had made a “cock-up”.

A couple of other problems that we had were that the beds are far to low for a carer to have to bend down & dress a disabled person, my fiancées knees & back were wrecked by the time the holiday had ended, the beds in two of the bedrooms were of the same height however there was a much higher bed in room 3 but this was completely impossible to use along with a hoist. A person who needs hoisting can not sit on the sofas as the legs of the hoist will not fit underneath to allow the disabled person to be hoisted over the sofa.

On my return flight again via Monarch the staff had again changed my seats from bulkhead to row 9 they also decided that I would be boarding the aircraft once all the other passengers had been seated. I was then manhandled down the isle I being bumped in to every seat on the way, once at the designated seat the airport staff could not get myself over the fixed arm so had to ask another two passengers to move to over seats, the husband & wife in question were far from happy as it meant they had to fly in seats 3 rows from each there, this made me feel very embarrassed. The staff then tried to lift myself in to one of the vacant seats only to be dropped on the floor. After another 10 minutes I was eventually in my seat but very sore from a cut & several bruises. On the return to Manchester I was left on the plane for 90 minutes as they could not locate my wheelchair, I eventual received £300 compensation but only after a lot of letter writing.

All in all this was the worse holiday myself & my fiancée have ever had the displeasure of experiencing largely due to the fault of Disabled Access Holidays. The IPA Apartments are only relevant if the disabled person can transfer or if they have an army of helpers, the only positive note I have to say is that Gary was superb.


Paul Hughes
Cheshire

 

[Russell Family]

Disabled Access Holidays & Vista Boquer 3

We spent 2 weeks at this apartment, returning home on 6th July 2012. We were dismayed that despite the preceding comments, nothing seems to have changed for the accomodation............

We specifically booked this holiday as we have a 24 year old son, who although he uses a wheelchair when out and about, is mobile with support and supervision. He also has profound learning disabilities.

The arrival to the flat should have forewarned us as to what to expect. There is a slight step at the entrance to the building, which can cause problems for a wheelchair user. The taxi driver unloaded us and our cases etc, gave us one set of keys, and directions as to where to find the flat. The flat is accessed through three doors, 2 of which are always locked, and past the "swimming pool" area. It is impossible to enjoy the use of this flat with only one set of keys - if each member of your party wants to do their own thing, you will either be locked in the flat or all have to go. It took us about 5 days to get a second set of keys from the agent.

As for the accommodation, this is what we experienced:-

1) Although there are nominally 3 twin bedrooms, the middle one has a bed which is approximately 4 foot high with a pull out bed underneath, which when pulled out takes up the entire width of the room. Our family meant that we had no option other than to move the pull out bed into our bedroom for our disabled son to sleep on, not an ideal situation for anyone. To have put him in the high bed would have been extremely dangerous as he can get out of bed, but would more than likely have fallen out and broken a bone.

2) The bed linen consisted of a sheet and a single duvet cover as a top sheet. The bed linen also had stains, from the colour of which were either vomit, blood or urine. We washed them but the stains remained. Any normal person would have chucked these in the bin as they were so disgusting!

3) The toaster didn't work and it took 6 days for Gary to replace it.

4) The kettle also stopped working and we had a lengthy wait until Gary could get to Palma to replace it, despite us advising him that the Eroski supermarket had kettles and toasters on sale for 13 - 14 euros. The replacement kettle was a tin stove top one, with no cool wall - thus it was very dangerous for a person with disabilities.

5) the stairs to the roof terrace (which remains completely unaccessible to wheelchair users) are in themselves dangerous to those with mobility or vision problems. The very bottom step, which is exactly the same colour and material as the flooring) juts out into the hallway and is twice the height of a normal step. To prevent our son from falling over this step, we had to drape it with a white towel so that he could distinguish that there was a step there. Unfortunately, he did have a few falls there before we did this so suffered a few bruises!

6) The curtains in the bedroom with the ensuite are stained - again, any normal person would have taken these down and cleaned them.

7) The toilets - the one in the ensuite ran on after it was flushed, which Gary acknowledged could happen. There also was no toilet roll holder, just the broken remains of one. The other toilet had a toilet seat that was attached to the toilet with what looked like sticky pads ( the sort you use for arts and crafts) and did not remain fixed.By the end of our fortnight, this toilet too ran on.

8) The "swimming pool" - what a disappointment. The reality bore no resemblance to the highly selective photos that appear on the website. We actually chose this apartment over the others that DAH have as it had a pool. The pool measured approximately 4m x8m and is shared between in the region of 22 apartments. We only got in once and even then only when the sun had gone down and it was empty. It was never empty during the day, it only takes one family group to fill it, and with only 4 sunbeds around it, there is never a likliehood that you will be able to relax there. However, as it is situated in one corner of what is basically a back court with rather unappealing buildings, the ambience around the pool does not lend itself to a poolside holiday.The adjacent building to the pool actually has holes in it where it is disintegrating!

9) The balcony has a high level access, about 2 and a half inches, which would make it difficult for a wheelchair to access. Again our son tripped over this lip and bruised his knees, and that was with support. The balcony itself is not very wide and so we are unsure if a wheelchair would actually fit on it. It is also a north facing balcony, so loses the sun by late morning.

10) The location - admittedly it is two minutes walk (without a wheelchair ) to the Pine Walk and its adjacent beach and the square , but it is 1.7 kilometers to the beach at the other end of town which has the toileting and disabled facilities. We ended up hiring a car as it was too far to trek each day, and we were forced to do this as we could not get in the pool.

11) The local agents. Their shop was shut, saying closed for holidays. Luckily we went into the British Food Shop and they contacted the agents for us. We found the agents to be slow and unappreciative of the special provision need when a disabled person stays in the apartment.

12) On the day we left, we had to be out the apartment by 10am but had a late flight home. The owner of DAH had said before the holiday even started that usually they could make arrangements for us to access an apartment for changing purposes and to speak to the local agent to arrange this. We did and Gary was not in the least interested. He told us to leave our suitcases in the flat and pick them up in the afternoon when our taxi came! We were not happy to do this as it would impinge on someone else's holiday, and the hallway already had its width curtailed by the bottom step. We had also been advised that the Hotel Diana had suitable disabled toileting facilities, which it did not. In the end, we used the Left Luggage facility at the British Food Shop and drove to the beach to use their disabled toileting facilities.

We shall be writing to DAH with our complaints and our photographic proof, which unfortunately we can't post here. We have been to PP many many times (although this was our first and will be the last time with DAH) and love the resort and the friendly Spanish residents, who are always so welcoming to our son, and will no doubt return many more times with our son. However holidaymakers, be aware of the problems with the disabled access apartment and go forewarned!