Frequently Asked Questions

Destination Accessibility wants to make our services as accessible and easy as we can in Albuquerque. Below you can read a list of the questions our renters ask us on a regular basis and the answers to those questions. We are open daily, 8 AM – 6 PM. Call 505-677-ROLL or email for additional questions.

Q: How do I know which products are available to rent through Destination Accessibility?

A: You will find a list on our Rental page. You can determine which items are available during your stay by clicking on Tell Me More and entering the dates you prefer to have your rental available to you. 

Q: What happens if I am running late to my scheduled equipment pick-up time?

A: We understand that travel plans aren’t always predictable! We will contact you the day before both pick-up and drop-off to make sure that times on your reservation are still accurate.

On the day of your rental pick up, if you are running late to meet our equipment technician, please call us at (505) 677-7655 as soon as you can, and we will try to accommodate you. 

If we are unable to reach you via the phone number on the reservation, our technician will wait a maximum of 30 minutes past the scheduled time. After that point, we will get your equipment to you at our next available opportunity, which may be the following day. Please note that price adjustments won’t be made for days missed without adequate notice.

Similarly, if you are running late to meet the equipment technician on the day you are returning equpiment, please call us at (505) 677-7655 as soon as you can, and we will do our best to accommodate you. 

Additional charges may apply. 

Q: What if I miss my scheduled delivery or pick-up time?

A: If an appointment is missed, and the office is not notified prior, we will reach out to reschedule based on our current availability, which may be at any time for the remainder of our business day, or the following business day.

If we cannot reach you using the provided contact information and the appointment is missed, we will attempt to reach out to reschedule, however we will keep the appointment on hold until we can make a confirmed, rescheduled appointment.

Q: Why is it important I provide a working cellphone number when making a reservation?

A: In addition to being a very effective way to communicate with you, your driver usually (but not guaranteed) notifies you via text they’re on the way to deliver/pick up your rental.

Q: How long does it take to fully charge the scooter battery?

A: Overnight or an average of 8-10 hours.

Q: Where do you deliver and pickup?

A: Destination Accessibility offers free in-person on time delivery and pickup in the Albuquerque metropolitan area and local hotels. This includes residential addresses.

Q: When will my credit card be charged? Is there a deposit?

A: At time of booking, your credit card is charged the full rental amount, and there is no deposit.

Q: How will I know my reservation is complete?

A: You will receive a confirmation email at the time of the order.

Q: Will the scooter, wheelchair, or transfer chair, disassemble easily to fit into a trunk of a car?

A: All of our equipment can be disassembled and reassembled by one able-bodied person. Please review the weight limits before placing your order. 

Q: How do I cancel a reservation, and what is the policy?

You may cancel an order up to 24 hours before your scheduled drop-off time with a 100% refund. Cancellations receieved within 24 hours of scheduled drop-off are nonrefundable including deposit. To cancel, please call or email.

Q: What are delivery hours?

Deliveries and pick-ups are scheduled daily from 8 AM – 6 PM. There is a two hour lead time between reservation time and the abillity of our team to deliver.

Q: Do I need to present for my delivery/pick-up?

Yes, you must be present to receive your delivery and to return the equipment. We cannot leave equipment anywhere, this includes hotel staff and convention center personnel.