Ensuring Accessibility in Hospitality: Equipment & Readiness

The Importance of Accessibility in Hospitality

The hospitality industry is built on the principle of providing exceptional service to every guest. However, for guests with disabilities, an exceptional experience isn’t just about luxury, it’s about accessibility, safety, and dignity. Hotels, resorts, and other accommodations must ensure that guests with mobility, sensory, and cognitive impairments can navigate their facilities with ease.

While accessibility compliance is mandated by laws such as the Americans with Disabilities Act (ADA) in the US or the Equality Act in the UK., merely meeting these standards is not enough. True hospitality goes beyond legal requirements to ensure that all guests, regardless of their needs, feel welcomed, valued, and comfortable. Beyond being the right thing to do, it’s also a smart business decision - disabled travelers have a spending power of over $13.6 billion annually in the U.S. alone, meaning hotels that fail to properly accommodate them risk losing a significant share of the market. These customers are more likely to return to hotels where they are sure they can have a pleasant experience.

One of the most overlooked aspects of accessibility in hospitality is maintaining accessibility equipment and ensuring staff readiness. Many of these features, such as wheelchair ramps, hearing loops and emergency call buttons in accessible restrooms, are used infrequently. When needed, however, they must work properly. A broken lift, an untrained employee, or an inaccessible evacuation route can turn a guest’s experience from welcoming to frustrating, or worse; dangerous.

Setting the Bar for Inclusive Hospitality in 2025: Top 3 Examples

1.  • Hilton – Empowering Blind and Low-Vision Guests with Be My Eyes

Hilton has set a new standard for accessibility by integrating the Be My Eyes app into its guest services. This partnership provides blind and visually impaired travelers with real-time video assistance from volunteers, ensuring they can navigate hotel spaces, read menus, and access amenities independently. By leveraging technology to enhance autonomy, Hilton is redefining inclusive hospitality.

2.  • Hyatt – Leading the Way in Sensory Inclusion

Hyatt’s collaboration with KultureCity has transformed its hotels into sensory-friendly spaces. By training staff to recognize sensory sensitivities and providing guests with sensory kits—including noise-canceling headphones and fidget tools—Hyatt creates a welcoming environment for individuals with autism and other sensory processing challenges. This initiative goes beyond compliance, offering a thoughtful and proactive approach to inclusivity.

3.  • Marriott – Innovating Accessibility with “Room for All”

Marriott is pioneering the future of accessible accommodations through its Room for All initiative. This program focuses on customizable room features tailored to guests with mobility, hearing, and cognitive disabilities. By researching adaptive design elements and enhancing in-room technology, Marriott is ensuring that every guest—regardless of their accessibility needs—can enjoy a seamless and comfortable stay.

These industry leaders exemplify how hotels can create genuinely inclusive environments, setting a benchmark for accessibility in hospitality.

The Real-World Impact of Accessibility Failures

While some hotels are setting new standards for inclusivity, others fall behind—sometimes with serious consequences. To illustrate why accessibility readiness is non-negotiable, let’s look at real-world scenarios where inadequate maintenance and poor preparation can leave guests stranded, frustrated, and excluded.

• • A guest with mobility impairments arrives at a hotel only to find that the stair lift is out of order. With no alternative, staff members are forced to physically carry the guest up the stairs - an undignified and potentially dangerous solution.
• • A pool lift is available for guests who use wheelchairs, but the only staff member trained to operate it is off duty, leaving the guest unable to use the facility they were promised.
• • An emergency call button in an accessible restroom doesn’t work, leaving a guest in distress without a way to summon assistance.

These situations highlight how neglected maintenance and lack of staff training can result in poor guest experiences, safety risks, and potential legal liability. Accessibility should never be an afterthought—it should be an integral part of daily operations.

The Hidden Challenge of Accessibility Equipment Maintenance

Unlike everyday hotel fixtures, accessibility equipment often remains unused for long periods. This poses several risks:

• • Degradation over time – Equipment that isn’t frequently used can fall into disrepair, often without staff noticing until it’s too late.
• • Unfamiliarity among staff – New employees or those who haven’t interacted with certain features before may be unaware of how to use them properly.
• • Failure at a crucial moment – A faulty stair lift, a misplaced portable ramp, or an emergency call button that doesn’t work can leave guests stranded or at risk.

Hotels must regularly inspect, test, and train staff to ensure that these essential accessibility features are always in perfect working condition.

Less Common but Crucial Accessibility Features

Most hotels are aware of standard accessibility features such as ramps and elevators, but less commonly used equipment also requires regular checks and staff training. Below are some critical but often-overlooked features:

1. Emergency Evacuation Chairs

• • Used to safely evacuate guests with mobility impairments when elevators are out of service.
• • Regular training ensures staff can deploy these quickly and assist guests safely.
• • Conducting periodic fire drills involving these chairs prevents confusion in real emergencies.
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2. Tactile and Braille Signage

• • Essential for guests with visual impairments to navigate the property.
• • Signs often wear down over time - regular checks ensure they remain legible.
• • Staff should be trained to assist visually impaired guests using these signs.
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3. Accessible Pool Lifts

• • Many pools have lifts for wheelchair users, but these often remain unused for long periods.
• • Regular testing and maintenance ensure they remain operational.
• • Staff should know how to operate the lift safely and provide assistance if needed.
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4. Hearing Loops and Assistive Listening Devices

• • Crucial for guests with hearing impairments, especially in conference rooms or reception areas.
• • Regular testing ensures these devices function properly.
• • Staff training on how to activate and adjust settings is essential.
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5. Vibrating Alarm Systems and Strobe Fire Alarms

• • Designed for guests who are deaf or hard of hearing.
• • These should be available in accessible rooms and tested frequently.
• • Staff should be trained to provide alternatives for guests who need assistance in case of an emergency.
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6. Portable Wheelchair Ramps

• • Essential for areas where permanent ramps aren’t installed.
• • Staff must know where these ramps are stored and how to set them up quickly.
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7. Accessible Restroom Emergency Call Buttons

• • Often installed but rarely tested.
• • A routine schedule for testing ensures they are always functional.
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Training Staff for Accessibility Readiness

Having the right equipment is only half the battle, staff must also be trained to use it properly and assist guests confidently. Accessibility training should be part of standard employee onboarding and refreshed periodically.

Key Areas of Training:

1. • Understanding Different Disabilities – Not all disabilities are visible. Training should cover mobility, sensory, cognitive, and invisible disabilities.
2. • Operating Accessibility Equipment – Hands-on demonstrations ensure employees know how to assist guests using lifts, hearing loops, and emergency devices.
3. • Providing Thoughtful Assistance – Staff should be trained to offer help without making guests feel uncomfortable or singled out.
4. • Emergency Procedures for Guests with Disabilities – Fire drills should include scenarios for evacuating guests with mobility impairments.
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Best Practices for Staff Readiness:

• • Conduct Regular Drills – Just as hotels practice fire evacuations, they should conduct accessibility readiness drills.
• • Create an Accessibility Handbook – A reference guide for all staff members on how to assist guests with disabilities.
• • Encourage Guest Feedback – Ask guests about their accessibility experience and use their feedback for continuous improvement.
  
  

Proactive Maintenance: A Checklist

To keep accessibility equipment in top shape, hotels should implement a structured maintenance plan.

Daily Checks:
✔ Ensure accessible entrances and pathways are free of obstacles.
✔ Check that portable ramps are in place and ready to use.
✔ Confirm that hearing loop systems and other assistive devices are functioning.

Weekly Checks:
✔ Test emergency call buttons in accessible restrooms.
✔ Inspect accessible signage for damage or wear.
✔ Verify that pool lifts and evacuation chairs are in working order.

Monthly Checks:
✔ Conduct full inspections of all accessibility equipment.
✔ Run staff training sessions on accessibility readiness.
✔ Solicit feedback from guests with disabilities to identify improvement areas.

Annual Review:
✔ Audit hotel accessibility against current best practices.
✔ Update staff training to include new accessibility innovations.

External Resources and Industry Benchmarks

• • ADA Checklist for Hotels – Comprehensive accessibility requirements (USA)
• • European Disability Forum – Accessibility best practices (Europe)
• • Open Doors Organization – Research on the economic impact of travelers with disabilities.
  
  

Conclusion: Striving for True Inclusivity

Meeting accessibility regulations is the bare minimum - exceeding them is what creates true hospitality. When hotels maintain their accessibility equipment, train staff effectively, and go beyond compliance, they build a reputation for inclusivity that benefits both guests and business.

By ensuring that accessibility features are always in perfect working order and staff are ready to assist at a moment’s notice, hotels send a clear message: every guest is valued, and every guest matters.

Your Next Steps

Review your hotel’s accessibility equipment today. If you find deficiencies:

• • Hire an accessibility consultant to audit your property.
• • Set up a guest feedback loop to improve accessibility measures.
• • Create an internal accessibility task force to oversee ongoing efforts.
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Accessibility is not just about compliance—it’s about creating a world where every guest feels truly welcome.