Wheelchair-bound holidaymaker John Roberts is putting facilities for disabled travellers to the test on a month-long trip – and you can follow his progress exclusively in Travel Weekly.
He booked the Shangri-La, Singapore for three days over New Year after finding them helpful when booking and explaining his accessibility issues.
We arrived at the Shangri La in Singapore to be welcomed and taken directly to our room for the check in procedures.
The Shangri-La have manage to offer a very attentive service without being overpowering, we never passed a member of staff who did not smile and offer a good day, they really care about the customer experience here which gives you an overwhelming desire to return. Many hotels can encourage guests to stay by advertising keeping them as return guests takes a special care and service which we found here in abundance.
Our room was spotless, comfortably furnished and had all the facilities we needed, the bathroom was very spacious with bathtub, rain shower and double sinks. The sink design would not allow the wheelchair to get under the sink but I could get alongside and use it without too much difficulty. Help alarms were placed in all areas of the bathroom. If you need something extra all you had to do was ask.
Two steps exist to access Blu and the adjacent bar but we are informed that a portable ramp was available. The pool may be difficult to access. That said this is one hotel we would certainly return to without delay.
Travel 2 response
The operator has issued this response to the problems John experienced on arrival and when trying to access booked tours in Singapore:
John Roberts booked part of his 32 day trip from the UK with Travel 2 via his local travel agent this included a stay in Singapore with transfers, accommodation and excursions, and accommodation in Auckland, New Zealand.
At the time of booking the information supplied to Travel 2, and then to the ground handlers, stated that Mr Roberts could walk short distances with assistance. In fact, on arrival in Singapore the ground handlers advised Travel 2 that Mr Roberts required wheelchair access at all times.
Future sectors of Mr Roberts’ trip arranged by Travel 2 have now been informed of this.
Travel 2 apologises for some of the confusion that Mr Roberts experienced in Singapore and is pleased that the revised tours have been successful. Travel 2 has refunded Mr Roberts for the affected excursions.
Travel 2 strongly advises all travellers and their travel agents to make clear the exact nature of the disability at the time of booking, and to advise the tour operator of any health changes that may result in a different level of mobility.
John Roberts’ name has been changed to protect his identity during his trip.
- Read more at travelweekly.co.uk/travelchallenge