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!
I, too, just spoke to Disney Handicap Guest Services to express my concerns. I learned from them that wheelchairs WILL NOT be available to guests who need mobility assistance when getting off the bus. What does one do to get from the bus to the lobby, from the bus to your room, from the bus to the restroom??!! Is anyone at Disney thinking about us. Because if you’re not handicapped, then you need to put yourself into our place.
My wife and I rent from Buena Vista scooter because they are more comfortable and they can handle the inclines in the Animal Kingdom. Their service is impeccable. I have already booked two for January 2020 , so they will be able to do a bell service drop off and pick up
Regarding Scooterbug, five hour Battery will probably last all day, because you are stopping and parking to eat and see rides, etc. You are not likely to be actually driving around for five hours. Also just plug in to charge during most meals!
I have used Buena Vista Scooters for years and besides getting a repeat customer discount and having terrific customer service, they are allowed to leave scooters at the hotels.
Below is the response I got from Disability Services on 9/29. Note that she says Providers, not Provider. The link is not there but the list can be found on the Disney World web site on the Wheelchair rental section.
“If a wheelchair or ECV is rented through one of our Disney Featured Providers, the company has permission to leave the wheelchair or ECV directly with our Bell Services or Luggage teams. You can view a list of our Disney Featured Providers here. “
We frequently rent both a scooter and a stroller. I don’t think this will be that much of an issue. These companies provide great customer service and will figure this out. It might be a slight inconvenience but oh well.
Try arriving at 10pm or later on Sunday evening and leaving at 5 am on Saturday and see how well it works for you. What’s easy for you is not easy for everyone.
We fly from the west coast, so we are usually at the resort at 11pm, and like you, we try to get the earliest flight out when we leave. I don’t think the situation is ideal, but if we have to, we will use their provider in a worst case scenario or maybe use them the first and the last day we are there so we have the ECV’s when we need them. At least it isn’t as bad as we thought it was 2 days ago.
Are you going somewhere at 10 PM. get it the next morning. And if your leaving at 5AM they can pick up late the day before it could work. That gives you one evening without one.
1- I was outraged at the initial report, but am happy that Disney at least has an option
2- I have not had a good experience with the chosen company years ago, but again, it is an option
3- I contacted Buena Vista Scooters and they assured me that they are coming up with a plan that will put the least amount of burden on the customers.
I take them at their word, and even if I have to wait a few minutes, I will continue doing business with them as they deserve my $$.
it’s not the least bit surprising the companies are already trying to come up with ways to make this work so they don’t lose business. they will make it work for people. i’ve read a number of comments from people citing various companies that already met them when they were on their way and had no issues in doing so. if they want the business, they will adjust.
Agree with you that Buena Vista is the best vendor out there. Look forward to seeing the work around for this.
Buena vista will only have 3 pick up and drop off times. each hotel has a different time. beach club will be 9;30 am 1’30 and 6;30 pm.
I am a DVC member and am seriously considering selling the darn thing. To have restrictions on delivery and pick ups of ECV’s is 100% discriminatory against the disabled. Hey Disney….you say it takes up too much of your bell services time. How about this You take the profits from 1 day each week from the $10 bucket of popcorn or the money from the $4.50 bottle of water and put it towards hiring 2 more bell people for each shift at each hotel just to handle scooters and strollers and I can guarantee you will still have a whole bunch of money left from those 2 items profits. This is as low as I have seen Disney go. To target the people with children (your core clients) and the disabled. You need to come up with a better plan than hurting those that have been so loyal to you. Walt would never have accepted this even if he lost money. He had a true Disney heart, I don’t think the executives at Disney World have a clue. All they want to do is make money. Forget the rest. So very sad.
OMG you can use any vender you want, you just have to be there for pickup and drop off. It’s not complicated I ran late and they waited for me just 20 minutes at pick up they ran 10 minutes late. I thought it was great.
When a person runs lates it makes someone else wait, as was mentioned in another person’s comment. Actions can cause a chain reaction. Besides this, people cannot control late airlines, car traffic delays, etc that may delay them. A good solution to this whole problem would be Disney rent them, AT A FAIR RATE, from the hotel under a reservation. Disney can also rent them, AT A FAIR RATE, from the parks as well. The problem seems to be for Disney not wanting to rent at competitive rates, rent nice items, and reserve them so as to assure guests have what they need. Good solutions can be found if Disney works through the problem with fair mindedness and considerate thought to guests needs! Seems to me, creating a (one outside Disney company) monopoly isn’t really a thoughtful solution.
I just called Disney Handicap Guest Services (407-5602547) to express my concerns. I am disappointed that they have selected one company to deliver & pickup scooters. Folks who do this do not have the option of using a company that meets their needs unless they meet them for pickup and delivery. It’s saying handicap or special needs folks have to put up with their limited demands.
exactly!!!!!! I don’t want to be limited to the company I “have to use” because Disney decided they were the winning choice. I want a company that is reliable and has amazing customer service. Ugh this decision is ridiculous. Soon Disney will have it so it is only Disney scooters allowed. It is a shame.
Those working at bell service are NOT always busy. I have been going to Disney for many many years and I have seen plenty of times they are sitting around talking and not helping guests.
the companies that have “amazing customer service” will adjust accordingly folks. if they want the business, they will come up with ways to make it work.
If you book your rental today , no matter which company you use, you will be able to get it delivered to the bell service and also picked up from them as well. The cut off date for this service is 10/1, so dit by 11:59 PM today.
Has anyone ever used the Disney park strollers which really are hard plastic , nit comfortable, hot and no real shade cover . Try picking up a older child and have to carry them to the bus , stand in line holding them and then get in the bus ( still holding them ) and then get off the bus and ya e to walk and walk to your room . Disney has no seats to wait for bus at parks . I guess they will find out more people will be staying offsite . Cheaper in the long run and just Uber to the parks, we go to Disney every year but now with all the extra charges may think twice staying on property. Parking fees will be less when you rent a car and stay offsite ( Disney now charges parking for staying on property) and staying offsite you can eat much cheaper and have lots of choices . Guess they lost this family to stay on property. Wake up Disney!
I just looked up Scooter Bug and I am more dismayed than before. Their top weight limit is 50 lbs less than the other ECV vendors…with NO additional battery available to rent AND an estimated battery life of 5 hours. Are you kidding me?! The other vendors we use have offered ECVs that always lasted the entire day – from rope drop to close – except at AK, where the terrain required us to plug in once, such as during dinner, to keep from dying on the way out.
I guess I’m making next February’s reservation today with one of the Not Featured Providers.
I mean, if Disney wants to create partnerships, that’s fine. But at least offer useful products!
We used Buena Vista Company and had no problems with battery! I’m very disappointed with Disney’s narrowing the company choice to one.
Well said!!!!!!!!!!! I couldn’t agree with you more. We will be doing the same next February as well. I will not be dictated into what they want me to do.
I just don’t see how this will work. If they are trying to get more EVC rentals themselves, then they need to give us the option of reserving the EVC’s ahead of time. Currently, they are on a first come, first serve basis and they typically run out early. You also can not take them from park to park, but if the other park “happens” to have one, I believe you can pick up another EVC when you get to the next park.
Thanks for the info Tom! I read this article this morning (9/30/2019) and panicked because we have an upcoming trip to WDW this coming Friday (10/4/2019) and we have a stroller reservation lined up through Kingdom Stroller to be delivered to/picked up from our hotel. I placed a call to Kingdom Strollers to see how the situation would be handled and they assured me that any stroller reservations placed by 11:59PM this evening will not be affected. It may have been mentioned already in this thread of comments somewhere, but in case it’s not, that’s what I have learned!
Looks like this ban came out so Disney could have an exclusive partnership with one of the third party vendors. Everyone got incredibly upset for nothing, it seems. Although it would be nice if Disney would release this kind of information together instead of separately so no one can make assumptions. We all know what they say about assumptions.
It will be interesting to see if one vendor could handle all the rentals. But life would be easier if you’re correct. I’ve used Buena Vista Rentals the last few times and liked their service. If Disney does this, I’m sure the rental price will go up dramatically.
While I’m sure they won’t be the only company that will offer rentals, I can imagine most people will use ScooterBug from now on since they can be left with bell services, compared to everyone else who will need to be met face-to-face. I bet they will up their game in order to keep the good graces of Disney to be the exclusive partner in these rentals. And they do offer both strollers and ECVs, so everyone should now be calm and happy!
We are not affected by the mobility devices, but in regard to other deliveries, we are seriously impacted. We visit WDW from Europe, and order a number of items from Amazon before we come to the US, having them delivered to our resort. If this isn’t allowed, we will be spending first days offsite on our future trip, so that we can receive our packages elsewhere. I would be willing to pay handling fee to avoid inconvenience.
I decided to be proactive and I arranged for two ECVs for our visit in January 2020. I was assured by Buenaventura’s Vista rentals that the delivery would be grandfathered in.. I hope that that will not change. The woman on the phone was very helpful. Being annual passholders, means nothing to Disney. But in this case it’s a good thing. Anyone can get this service grandfathered in if they reserve by 9/30 2019
I wouldn’t mind renting mobility devices from Disney directly, but they don’t offer length of stay rentals. A person who needs a wheelchair, etc can’t always make it from the bus or parking to the rental location inside the parks. Are they looking at their own revenue, or also trying to keep the strollers and bulky items off the buses?
Yet another decision made by someone in the upper echelon of Disney who has never lived a day in their life with someone disabled. How about if you hire our 32 year old daughter who has a progressive neuromuscular disease. She would be happy to take each of you to your lovely parks and show you what life is like at Disney from her perspective. Maybe you then might think twice before you initiate a new rule or design a new ride, or even build a new resort. Thank you Disney for adding more stress to an already fun but frustrating trip for the physically handicapped to Disney World….
Great comment Theresa, and one I would hope Disney would pay attention to. I had actually contacted Disability Services at Disney two weeks before this announcement requesting that we could rent a wheelchair directly from the resort. She was nice, said they would consider it in the future. I made arrangements to rent a wheel chair from one of the approved vendors on the list of vendors on the Disney site under wheel chair rentals when this announcement came down. I immediately contacted the person from disability services, she responded that if a wheelchair or Evc was rented from the list of approved vendors they would have permission to leave the rental with bell services. I’m trying to verify this with my vendor company, but haven’t heard from them yet.
Well we can now understand this rule change. As usual it is all about money. Looked up Scooter Bug and their SUVs are not as good as some of the other vendors. Probably won’t last all day on a single battery charge. How will this help the people at Bell Services? It may even make their job worse. I would gladly pay a handling fee to continue with the vendor I normally use. Sure hope Scooter Bug can meet the demand. So sad that Disney is now all about money rather than guest services. Upper management should be ashamed of themselves. I’ll try the new vendor on my next trip and hope for the best. If not, it’s good-bye Disney.
I spoke with someone at Scooterbug. The ECVs last 5-6 hours tops. Was advised there are places to plug in ar WDW if you ask a castmember
We rented an ECV from an offsite company on our last trip & plugged it in every time we stopped to eat. Was super easy at counter service places as my aunt would wait in line to order & I would hunt for a table with an outlet nearby. At the few table service places we went to I just asked the hostess if there was an out of the way spot I could park it & charge.
My upcoming trip will be my 4th with Scooterbug. I guess I didn’t need panic and book it 3 days ago, though I’m going in 3.5 weeks so it was time anyway. If you get a properly working scooter, the battery WILL last all day. Like someone else said, I hope they can meet the demand. I wouldn’t want to end up with a bad one and them not have a replacement. I was originally given a bad one on 2 trips and needed a replacement. But I continue to use them because I like the model I rent, and they were quick to come to my rescue when there were issues.
With all the construction work at front of Epcot are the going to rent EVC at the entrance the World Show Case ? Its a very long walk from hotels thru construction to rent an EVC in Epcot ?