UPDATE: Policy Change for Stroller & ECV Delivery at Disney World Hotels
Walt Disney World is again changing its resort delivery policies, this time restricting drop-off of third party strollers, wheelchairs, and ECVs at hotel Bell Services. In this post, we’ll take a look at what’s impacted and what is not–at least for now–along with the likely motivations for these new restrictions.
September 30, 2019 UPDATE: What had previously been reported by stroller and ECV rental companies as an outright “ban” on drop-offs and pick-ups at Walt Disney World resort Bell Services is now something very different. It’s an exclusivity deal with ScooterBug, the company that already provides all such devices at Walt Disney World’s theme parks and Disney Springs.
This new exclusivity deal begins October 1, 2019, and only impacts bookings made with existing, authorized third party mobility device services made after that date. This means that, theoretically, you could make a reservation today for a Walt Disney World trip in March 2020 with your preferred vendor, and they’d still be able to drop off your stroller, ECV, wheelchair, etc. Ultimately, it’s not nearly as cataclysmic restriction or change as previously reported or feared…
This new restriction focuses on ‘mobility’ rentals, and is a good news, bad news scenario. First, the bad news is that as of October 1, 2019, Walt Disney World will no longer allow third-party vendors for strollers and mobility aids to be dropped off at Bell Services prior to guests arrival at the hotel, nor can they be left with Bell Services by guests for vendor pick-up at the end of a trip.
The good news is that third party scooter and stroller rentals are still allowed from vendors that previously did the drop-offs and pick-ups. For reservations made after October 1, 2019, the only difference is that you’ll need to be present in person for the drop-off and pick-up of these devices. This will cut into vacation time, but it’s the same type of workaround that some guests have been utilizing with grocery delivery to avoid paying the handling fees.
The other bit of good news is that, per Garden Grocer, this does not apply to grocery delivery. Garden Grocer “managers have spoken to several different WDW resort bell services managers and employees and we have been assured that this new policy only affects mobility vendors (scooters, strollers, etc.) and that grocery orders will still be allowed to be left at bell services.”
Same goes for Owner’s Locker and other vendors that are not in the ‘mobility device’ business. Since this new exclusivity deal with ScooterBug only pertains to strollers, ECVs, wheelchairs, and that sort of thing, unrelated vendors are unaffected. At least, for now. As we’ve seen, Walt Disney World has recently made several policy changes in this area.
This isn’t the first change of the year concerning deliveries at Bell Services. As we relayed in our Tips for Grocery Delivery at Walt Disney World post, a $6 per item handling fee was implemented in April for each package that is received through the front desk or delivered to your room at all Walt Disney World resorts. Previously, this fee only applied to resorts with convention centers.
As huge advocates (and users) of grocery delivery, this is a relief to us…for the time being. We do worry that Walt Disney World will want to clamp down this more, and a similar exclusivity deal there wouldn’t be surprising. But for now, that is not the case.
Even with the latest update about Scooterbug, this is still a developing story and we’d caution against jumping to dramatic conclusions or worrying about the worst.
As of right now, the details of this story are still coming from third parties. Namely, the vendors that deliver mobility (and other) devices. We won’t know the full details until Walt Disney World publishes the official text of the new policy. (We’ll keep you posted on any new developments on this front!)
It’s been a tough year for third party vendors and guests who utilize these items. To us, it’s not all that surprising that Walt Disney World is implementing more onerous rules with regard to third party vendors. There are a couple of obvious reasons for this, with the first being the burden all of these deliveries pose for Bell Services.
With the proliferation of third party vendors and resources about them, these have become increasingly popular. There are now countless stroller, ECV, grocery, etc. services, and we see their trucks doing drop-offs at Walt Disney World resorts all the time.
Purely anecdotal, but I seldom recall seeing these vehicles a decade ago. It’s likely that the time Bell Services spends dealing with all of this has increased exponentially in recent years. Parking and moving all of these mobility devices and refrigerating all of that beer requires time Cast Members could be spending on other tasks.
Second, and perhaps more importantly, these companies are direct or indirect competitors of Disney (or in this case now that we have more details, Disney’s exclusive third party vendor, ScooterBug). Albeit at much higher prices, Walt Disney World also rents such devices. It should go without saying, but Disney also sells food (thought we’d let you know just in case you missed the hundreds of restaurants pretty much everywhere).
In large part, Walt Disney World guests are a captive audience, and their options for these things are either via third party delivery or directly from Disney. Creating barriers between vendors and guests nudges guests towards Walt Disney World’s own, more convenient options–be that stroller rentals or even dining out instead of preparing breakfast in their hotel rooms.
This is the kind of change that could impact vacation plans for many guests, resulting in new costs either in terms of time or money. It’s unlikely to prompt the type of outrage as occurred in response to last year’s snack price increases or hotel parking fees, but it will nonetheless result in guest behavior shifts. It remains to be seen what the actual, long-term outcome of this new policy is for Walt Disney World guests. We’ll keep you posted!
Planning a Walt Disney World trip? Learn about hotels on our Walt Disney World Hotels Reviews page. For where to eat, read our Walt Disney World Restaurant Reviews. To save money on tickets or determine which type to buy, read our Tips for Saving Money on Walt Disney World Tickets post. Our What to Pack for Disney Trips post takes a unique look at clever items to take. For what to do and when to do it, our Walt Disney World Ride Guides will help. For comprehensive advice, the best place to start is our Walt Disney World Trip Planning Guide for everything you need to know!
Your Thoughts
What do you think of this rule change? Does this make you more likely to rent directly from Disney, or just waste valuable vacation time dealing with this new policy? Do you think grocery delivery will be next to go? Do you agree or disagree with our assessment? Any questions we can help you answer? Hearing your feedback–even when you disagree with us–is both interesting to us and helpful to other readers, so please share your thoughts below in the comments!
This is terrible news. We have always rented a stroller via 3rd party, and it was always a seamless experience. But this year (August/September trip) my 12 yr old broke her foot 3 days before our vacation. We needed to rent a wheelchair not just in parks, but to get around in general. We went through ‘cloud of goods’ and we were told that Disney did not allow them to drop off at the bell services, we had to meet in person. This was such a nightmare. On arrival day we waited in the lobby of CBR for an hour. Then finally we decided to wait into our room even though our plan was to head straight to HS for an arrival day afternoon at the park. My husband piggy-backed my daughter to our room. Then several phone calls and another hour later, we said forget it, we’ll just spend MORE money to rent a wheelchair in the park so we weren’t missing out and piggy backed her to the bus stop (which is obviously not an option for many disabled guests, and her armpits were raw from the crutches, so that was out, too). The vendor finally met us at HS where my husband had to leave the park to get the chair from the parking lot. The delivery guy said that the problem was that he had to wait for people to meet him to get their rentals, and THEY were late which made HIM late. I can see this being a huge problem and disadvantage for 3rd party rentals and so many will undoubtedly start their magical vacations incredibly frustrated. I really hope Disney plans to rectify this by having their own length of vacation stay rentals. My daughter truly needed the wheelchair at all times, not just when inside the parks.
I’m concerned about this as well. My 18 year old has a knee injury that may need major surgery meaning no walking. Crutches are hard, especially when she isn’t the most graceful especially how far everything is apart.
I don’t think you need to worry about having access to a wheel chair. It’s just a little harder to rent them from a 3rd party now. You can rent one directly from Disney no problem. However, if you want to rent from a 3rd party, you will need to be physically present for the delivery. Disney won’t be handling the delivery for free for you anymore.
Becky S. You can rent one from the PARK for use ONLY in that specific park. If you change parks or need to get to your vehicle, bus, ride the monorail, get around your hotel, you are out of luck. Disney does not have resort use wheelchairs. They do no have anything you can use to travel between parks, resorts, restaurants, etc. As for Disney handling it for free, I am sure that those people who need the devices would be willing to cover a fee for handling.
For those who are fortunate enough to not need and ecv/wheelchair, rememberyour life can change in an instant. I’ve visited a few times. Most of those times I had party members who needed a wheelchair for the entire trip, not just at parks, but I was fortunate enough to be able to walk on my own. Before the last trip I became disabled, requiring a wheelchair at the park along with another party member. I cannot work as I would be a risk not only to myself but co-workers. I do not require a wheelchair/ECV at home as I have things to hd onto as I walk. At stores, I need a wheelchair/ecv. When I made my reservations the castmember offered a disability room. What’s the point in that if I don’t have a mobility device at the resort? We are driving down which means we can’t fit 2 wheelchairs into our vehicle so we can’t pick them up and bring it. Due to the nature of my mother’s medical issues we can’t schedule a specific time for drop off and being that we are arriving on a Sunday places will be closed meaning no park for us on Sunday. This is a party of 7 people. Basically Disney is saying their disabled guests’ comfort and ability to enjoy the parks isn’t their concern. Using a Disney wheelchair doesn’t help when we can’t even get to the park or around the resort or park hop. Oh, and last trip my mother rented a 3rd party wheelchair but me being stubborn and refusing to admit my disability tried without one, for the first day. I ended up renting a Disney one only to have one with a wheel that wouldn’t turn and was like pushing a locked wheel, one that pulled so far left it made it impossibje for anyone other than my husband to push, and the third having a wheel break and fall off while I was in it.
For those people calling others lazy for using ECVs/wheelchairs, I wouldn’t wish my pain or life on you even for one day. Yes, I may be overweight (250) but I physically cannot exercise without vomitting and nearly passing out even from a stationary bike. My mother has been disabled for years and just wants to spend time with her grandchildren.
I have ALWAYS been first to defend the value of WDW as all it does for it’s guests but evidently I finally have to admit that the dollar is more important to them than the guests. If they pay $15/hour to employees times 28 resorts times 365 days, is less than 4 million/year that is still doesn’t cut into their profits. In 2017 they profited 2.2 BILLION per year. Now think how many disabled or people with small children requiring strollers attend each year. If those people are choose to elsewhere due to this new policy WDW will lose more than the cost to have a castmember to handle the deliveries.
We are going to WDW in November and I have already reserved a wheelchair to be delivered to the hotel before our arrival. I contacted disability services and was assured that if you had contacted on of the approved vendors on the WDW site, the vendor will leave the device at Bell services with no problem. I’ve just contacted the vendor to verify, stay tuned.
Who are the approved vendors?
Disney has wheel chairs and ECVs available to rent. I understand you get them from the parks. Of course, people who need them full time probably have them when they’re traveling. You can check wheel chairs for free through airlines. It sounds like you’re not bringing yours on your road trip to Disney. Surely, if you can manage a roadtrip and stopping at gas stations and going to the bathrooms at rest stops and going through the airport and checking into your resort, you can also get to the rental area at the front of the parks…
Uhm, no. Both my mother and myself are disabled. We do not have a device at home. We don’t need one around the house and while we do need one when out we can park close enough, or be dropped at the door, have someone bring us one to the car, so that we don’t need to worry. At home we can hold onto things to aid or sit on the landing, between rooms, etc. As for managing while stopping, handicap parking is ALOT closer at restaurants, locations, etc. than it is at Disney or around the resort. Evidently you have no idea where the rental locations are at the parks compared to parking. MK alone you have to go up a ramp to get to the monorail. Epcot you have to go down and up a slop to get from handicap parking. It is AT LEAST over a football field length, usually more like 2 or 3 football field lengths to get to the wheelchair rental, not to mention the standing in line to get in. At the places you mentioned while traveling you 10 to 20 yards. I hope you never have to go through the pain and disability of the people you so flippantly are saying are fine getting around
While reading this article and the above responses it seems that Disney might, in the future, offer it’s own vehicles at resorts to further squeeze out competitors. As for the grocery delivery – I saw this coming long ago when Magical Express was put in place for no extra charge. The motive is to keep guests a captive audience and it’s been working to Disney’s advantage in a very big way. Guest stop renting cars and stay on property for everything. I don’t choose to do this but so many do. Just a matter of time until they take over everything. It seems reasonable to expect they will begin offering the assistance vehicles at resorts too.
We are traveling to WDW in Feb. 2020 staying at the Boardwalk. I had planned on using both the 3rd party stroller rental and grocery delivery. My 10 yr old son has Autism and a cognitive disability. He needs a stroller because of motor issues and because of his sensory issues has an extremely limited diet so I need to order groceries as he won’t likely eat from many of the restaurants in WDW. I am disappointed that I won’t be able to have a stroller waiting for us at the resort like I had planned. I would pay whatever fee Disney would charge for this just to have the added convenience of the stroller being there. Seriously….it’s going to be hard enough just to get through the rigamarole of international travel.
So, given the new rules, is my best option renting from Orlando Strollers? They are the company with a location in the airport, yes? I have also read they carry a special needs stroller, so that would be wonderful as my son is over 75 lbs. There is no way I can put him in a cheap umbrella stroller that I could order from Amazon. This new policy sucks!!
My husband has COPD and bad knees. We need an ECV at the hotel. He cannot make it from the lobby to the room without one. Disney wants him to wait when we arrive for and ECV dealer (since Disney only provides overpriced ECVs at the parks) in order to go up to the room. We’ve already booked everything, so no changing this trip. In the future, my money will be better spent elsewhere.
Over the last few years WDW has become a much different park. We noticed a change from a park for guests to one focused on the cast member, this sure seems to be proof of that. It might serve WDW to realize there are many other Disney parks around the globe. We have found WDW to be more unfriendly than other Disney parks. This is one more item on the list proving it. If serving the disabled is so burdensome to WDW then my Disney spending will be at other parks.
This burden of a disabled person, DVC member, multiple time year attendee will be saying goodbye WDW! I’m beyond offended being pegged as a burden vs a guest!
As for strollers being a problem (not only drop off, but apparently size now too,) way to offend one of your biggest guest categories.
WDW was so much better in 80’s – early 2000’s
I can’t rent from Disney because they don’t allow the scooters to leave the parks or be used during special late night events. Price is not the issue for us. We booked with a third party for accessibility, so we will have to jump through the hoops. Hoping the vendors find a way to provide services during off hours as our plane doesn’t land till 5:30.
We are arriving on a Sunday so have no idea what we are going to do as most 3rd parties are not open on Sunday and we have no idea when we will arrive as we are taking train and driving.
I would love to have the opportunity to address the board of people who came up with this latest decision! While I am not disabled, my late husband was, and I would like to be an advocate.
Also, I am curious as to why the smoking area outside the Magic Kingdom is set up near the last row of bus stops for the Value Resorts? It was disgusting to walk past this while if I had stayed at a Deluxe Resort, I wouldn’t have encountered this! I would seriously like to hear their explanation for this! And, by the way, people are still vaping in the parks.
I’m sorry, but I don’t see why so many of you all think Disney should be your private valet service when you are using a third party vendor. Perhaps the 3rd part vendors should be the ones accommodating customers with extended hours, arrangements etc. They clearly know how fickle travel reservations can be and that Disney is basically a 24 hour operation.
Why should Disney have to fill in when the vendor closes at 5.
Dee
Disney doesn’t offer anything for disabled people at the hotels, nor is the handicap parking even close to doors or gates. What Disney does offer at the parks only is outrageously over priced and well past its prime in years and cleanliness equipment.
As far as expecting Disney to be a “personal valet service” they seem to have no problem charging outrageous parking fees per day, or far inflated hotel rates, food rates, merchandise rates or anything else they can charge sky high rates for. I never appreciate the bellman acting like it’s their right to unload my car and dump it on a cart however they want and turn around and leave it in a hotel lobby alone for however long they choose to either. So I ask you, what is the big deal if as a disabled person or a parent of young children needing to have a chair or stroller there when I arrive or after I arrive it is dropped off for the person? Having something dropped off for a GUEST shouldn’t really be this big of deal for Disney. I don’t know if you have a disabled person in your party or perhaps young children who need carried, but I’m really confused why you would take such an attitude to people that do and need services everywhere on property and at affordable rates with decent equipment. Im not trying to be combative, but until people have to walk in other people’s shoes, I just don’t think the way you criticized those that need services was sympathetic to another’s needs.
Because we pay the same amount at these resorts, Value included, than you would at other non-Disney resorts that are beyond happy to provide such services. And I’m not just comparing them to the Orlando area hotels that compete with them directly. This is industry-wide. This is a pattern of sacrificed service because they know they can. They preach “The Disney Way” but are abandoning it with reckless justifications.
There is a reason for a 3% drop in attendance in Q3 this year (the busiest tourist season for them), and from all reports, this last quarter is more of the same. People are starting to find better places to put their dollars.
Well Dee, It seems like you have a great life with no one in your circle that has special needs. Let me try to explain it to someone so fortunate. First it is not a choice, nor would anyone choose to be disabled. Things happen in life and situations change. There are many many disabled people in this world and some of us need further assistance than the physically able. Walking 10 feet can be a painful experience for those in need. With all the money Disney gets each day from selling 1 bottle of soda for $4.50 to parking fees, to overpriced pretty much everything, they can certainly afford to be kind to those people needing assistance. ADA has strict rules and I think Disney is trying to find a way to profit off of the disabled. The amount of money rakes in EVERY SINGLE DAY, can afford them to hire 1 or 2 people a shift to their bell services at each resort to handle just the scooters and strollers that come in. When those same workers are not busy with those duties, they can assist with the regular bell duties. It’s a damn shame that Disney and you and others like you are so narrow minded to think that people with disabilities are less deserving of a family vacation that they can participate in all the activities. How does one who can walk 10 feet, get from the valet to the front desk and wait standing in line for long periods just to get a room assigned let alone get to that room. Is Disney willing to pay for service when someone falls because they don’t have the strength to make it to their rooms.
This is about as low as I have seen Disney stoop to. I hope the ADA brings a lawsuit against them. I am a DVC member and am seriously considering selling it because of this. To target the disabled is lower than low.
As for you Ms Dee… I wish you well and hope your life continues to be perfect.
We started started coming to Disney World when my husband became disabled. We can’t bring his power wheelchair on the plane, so the porters push him in a manual chair and get him on and off the plane. When we arrive at Wilderness Lodge, I go to Bell Service and get a rental power chair and take outside to where he is waiting in the manual chair. I am elderly and unable to push the manual chair. I simply can’t let him sit outside in whatever weather for a truck to arrive with a power chair. This is not a convenience, it’s a necessity to get to the room. We will have to cancel our annual vacation, period.
For those coming in from the airport, are these items which could be picked up there and transported on the buses to each resort with each guest? Or maybe each 3rd party company will keep a supply truck on Disney property and have it manned for on demand deliveries. Someone will figure this out I am sure.
This is horrible! I cannot rent from Disney since I cannot walk into or out of the park, stand or walk to my room. Besides the fact you can’t park hop either. People do not need food delivered but those with mobility issues need to have access to the ECV. If anything should be curtailed it should be groceries.
You can not rent a ECV at a resort. This new rule pretty much eliminates a person with a disability from visiting. Entrance to each resort lobby will be chocked with the physically disabled waiting for a scooter delivery. I would be willing to pay a handling fee of $25.00 to be able to pick up our scooter rental at the resort. Not very ADA friendly.
Same here. I would be willing to pay a fee for them to accept it there.
Agreed, for disabled this is really harsh and they don’t rent them at the resort.
When you are disabled in Disney it is very difficult. At home you can walk a few steps to handicap parking from the door. In Disney nothing is close or nearby. Scooters make it so much easier. This new rule is taking away the magic and is not kind. Disney is not cheap and now one more hateful rule.
You should not judge who really needs an ECV and who doesn’t. You can’t tell just by looking at a person. Not everyone needs their own ECV at home. We have cars and walkers for that. But to walk around the parks, hotels, and Disney Springs is more than we can handle in a Walker. The steps on the buses are also hard to get up with arthritic knees. Please have some empathy for those around you who are not as fortunate as you appear to be.
You simply have to wait for it instead of it waiting for you.
Yes so you have to basically give up two park days to pick up and return. So most disabled people are not giving up two days of vacation because Disney wants to be jerks. I could care less about stupid grocery delivery, your on vacation so getting groceries is stupid anyway. But people like my Dad cant come to Disney any more unless they want to give up half their vacation to wait for and return a scooter
not surprising anymore but disappointing. the overcharge for their rooms and the extra services helped justify staying on site vs off. I’m bringing a single city mini stroller with us for our 6 year old, she is small and tires quickly. She never uses it at home, but I’ve been saving it for a year just for our December trip. since it’s free to take on the plane. I rented a citi double stroller 3 yrs ago, the last time we went to Disney when they were 3 and 6 and it was a necessity. renting the hard plastic strollers only in the parks are not as good as having a nicer, comfy one you can use at your resort as well. As for bell services, we will probably order a few groceries. from Amazon prime now or garden grocer and see what happens. I’m about to pack the trader joe’s cheerios in my suitcase.
I think this is absolutely ridiculous, I have a father that cannot walk long distances and we would get a motorized wheelchair for him dropped off at the resort so when we got there we could be off and running. He can’t walk to a park and hope and pray there are any left. Disney is becoming way to greedy, and I am starting to this that going isn’t worth it anymore.
True! If they could charge per flush they would or maybe fast passes for the restrooms too. Let’s not give an any ideas…..
Will this rule apply to Disneyland in Anaheim. We are a party of 12 coming from New Zealand for a week, as you can imagine the trip costs a fortune and we have a toddler and a disabled person with us who requires a mobility scooter.
Jean
No! I’ve noticed that the Grand CA has a large hidden area near the porte cochere where the bellmen store mobility vehicles. I’m sure the other two hotels on property do also. Have a wonderful vacation!
2 trips renting a double stroller from a 3rd party and one renting a single. Going again in August. Was going to do a 3rd party rental again because my youngest will be 6 but she is small and it’s a lot of walking for little legs. Will have to rethink the trip. Don’t really care for the in Park strollers. I think this stroller thing and ECV thing definitely makes it harder for people with mobility and families with small children.
Also wanted to add to my comment that in our 3 trips we have stayed deluxe. For the prices that deluxe (and moderate and value for that matter ) cost at WDW, they should be willing to provide more services like accepting stroller and ecv drips.
This is quite upsetting. I have mobility issues and I need a scooter to get around. I love the convenience of picking up and dropping off the scooter at guest services. It would be a tremendous hardship for them to eliminate this service. They do not reserve nor offer an adequate supply of scooters in the parks! They have become so money hungry taking away from that Disney magic. I have been a resident annual pass holder and do not know if I can continue to afford this trip. So sad! So disappointed in you Disney!!
I can’ t believe this. A number of years ago we wrote Disney asking why they did not have any way to get a person from the handicap parking lot to the gate. They responded by at least having wheelchairs in the parking lot
We were super excited. Now they are eliminating and frustrating guest with wheelchair rentals. There are many reasons why guests have to rent outside. They need it for their whole trip, tight flight connections, after hour situations, family emergencies, just to name a few. Disney does not accommodate these. I can’t believe they would discontinue this service for guests at their resorts. This is very sad for Disney and super sad for those who can’t walk with out help. They need to rethink this. I like Disney and would like to keep coming but there is a point to which I will go else where when the vacation becomes to over burden with issues like this.