Hotel room indicator for Disability not transferring to Hotel

[SueNoonan]

I just got back from a trip. My Hotel Preferences are set to Disability. The Hotel did not get this and so did not have a handicap room available for me on the first day. 

Is there something else I need to do to make sure the Hotel has that indicator and the 'Message to Hotel Vendor' field transferred to them when I make a hotel reservation?

I do not have the wheelchair indicator picked - I use a rollator, but not wheelchair. But I have to have the rails and seat in the shower.

Should I pick wheelchair? Do I have to contact hotel directly after I make reservation?

[asansolo]

Hello @SueNoonan I am sorry that happened as I'm sure that was frustrating even for the first day. See below for suggested guidance on this topic and let me know if you have any follow-up questions:

Preference Setting Verification

• Verify that your disability preference is properly saved in your Concur Travel profile
• Check that the "Message to Hotel Vendor" field contains specific, clear accessibility requirements
• Confirm preferences are active for all booking channels (direct booking vs. travel management company)

Communication Flow Issues

1. SAP Concur to hotel booking system data transfer - Preference flags may not always translate to detailed special requests in hotel reservation systems
2. Hotel vendor system processing - Some hotel booking systems may not prominently display or process accessibility requests from third-party booking platforms
3. Property-level communication gaps - Front desk staff may not receive or review special request information during check-in preparation

Resolution Steps

Immediate Actions

1. Verify preference settings - Go to your Concur Travel profile and confirm "Disability" is selected under Hotel Preferences
2. Enhance message field content - In the "Message to Hotel Vendor" field, include specific details: "Guest uses rollator mobility aid. Requires accessible room with shower rails, shower seat, and roll-in or low-threshold shower. Not wheelchair user."
3. Review booking confirmations - Check that your hotel reservation confirmations explicitly mention special accessibility requests

Profile Optimization

• Wheelchair indicator decision - You should not have to select the wheelchair indicator since you use a rollator. However, be aware that some hotel systems may better recognize "wheelchair accessible" as a broader accessibility category
• Message field best practices - Use clear, specific language: "Mobility assistance needed: rollator user requiring accessible bathroom with grab bars, shower seat, and accessible shower entry"
• Consider multiple indicators - Some travelers find success using both disability preferences AND detailed message fields for redundancy