Did you contact regular Guest Services, or the Disability Services line? I recommend going through Disability Services as they've always been helpful for us. It's possible interpreters are not currently available; I'm not sure how that may have been impacted by COVID closures and the limited re-opening.
For more information, please contact Disability Services at (407) 560-2547 or email disability.services@disneyparks.com.
And I found this email address for an schedule of interpreters:
The schedule of interpreted performances is updated on a weekly basis. You can obtain a current schedule by e-mailing WDPRsignlanguageservices@disney.com.
1. Several years ago, we used a hearing assisted device one year for DD. We didn't have very good luck with it, the audio wasn't always in-sync with the shows, sometimes it was static-y or didn't come through clear. Hopefully something has improved since then. (Or maybe it was user-error, we were new to hearing issues for DD.) You "rent" it at Guest Relations each day, and return it the same day before leaving the park. They take your credit card info for a refundable deposit but I don't believe they put through a charge unless you don't return the equipment. I believe this would be the same for the hand-held captioning device but I don't have experience with that one.
2. If you
book a hearing accessible resort room, it is guaranteed. If you request one, you may be at the mercy of what's available. I have read you can request a Room Communication Kit but I'm not sure that I've ever read a report from anyone who did so.