This information will assist our Inclu reservation team readily identify the specific accessible/inclusive room type/category and provide potential customers with detailed information they need to make an informed buying decision.
Window or glass manifestations often take the form of small, frosted dots or shapes, but they can also appear as logos, text, decorative patterns and come in a range of sizes and colours. The primary function of this is to clearly mark all glass areas within a space – whether that be internal windows, doors, or screens. This makes them more visible to everyone but particularly those with vision impairments and therefore reduce the likelihood of injury from someone coming into contact with them unintentionally.
Bathrooms are often the most important amenity for guests with additional access and mobility requirements. They are critical to guest welfare, comfort and satisfaction. They are key influences in the buying decision. The vast majority of wheelchair users prefer level-access/roll-in/wet room style showers. Grab/support rails can be assistive if positioned correctly, of a compliant build standard but a hindrance and health and safety risk if not.
Guests with reduced mobility often need assistance to transfer from wheelchair to bed. This may mean manual assistance (lifting) from accompanying family, companion or personal care assistants. This presents health & safety issues for companions and, increasingly, professional care-providers will not provide manual lifting services as these will be against care agency rules and regulations. In these cases guests will often bring or rent locally, patient-lifting equipment. In order for these to operate safely the feet of the lift must slide under the bed. A minimum of 10cm clearance will therefore be required in the bed base. Solid-base beds can mean that guests with reduced mobility would be unable to transfer from their wheelchair to the bed. This would create a serious situation if guests are unaware of such a restriction prior to arrival.
Historically, accessible/inclusive accommodations were often located in locations offering unattractive and occasionally no views at all. This simply reinforced the impression that disabled guests were of less value than non-disabled guests. Increasingly, accessible/inclusive accommodations are located across the inventory. This represents and manifests a culture of inclusion. Future renovations/upgrades should consider the location of accessible/inclusive accommodations which recognises that 15% of the world’s population has some form of disability and that this community of customers will have the same desires and aspiration for premium experiences.
Historically, accessible/inclusive accommodations were often without balcony or terrace. New build and renovated properties that offer balconies or terrace are increasingly offering this room category across their inventory. This manifests a culture of inclusion. It is however important that access across any threshold from room to balcony/terrace is accessible and safe.
Having an easily-accessed inventory of accessible/inclusive room numbers is of value to central & in-house reservations and front of hours personnel. This same information will assist the Inclu Travel sales agents to make specific requests when enquiring about availability and rates. It ensures the confirmation process is as efficient as possible.
Steps of any form can be a major barrier for guests with reduced mobility, wheelchair users and those with visual impairment. Where there are ramped alternative to steps, these need to be building regulation compliant with regard to tactile warnings, gradient, landing, surface and handrails.
Wheelchair users will usually require lift access to their room level. Specific details of the lifts should be readily accessible to central & in-house reservation personnel as potential customers may request dimensions to ensure that their wheelchairs can fit comfortably (including at least one companion) into the lift car.
Building regulations should include specifications for lift cars including dimensions, signage and tactile lift controls. They will also recommend audio and visual displays of lift destination and floor locations.
If the accommodation offers parking for guests, providing designated accessible parking bays for drivers with disabilities may be required under local legislation. But legal requirements aside, properly laid out parking bays that enable wheelchair users to safely exit and access there vehicle and transit to accommodation entrance will be an attractive value-added amenity.
There are 800,000 families with a child who is disabled in the UK alone. Most choose not to travel due to the lack of provision and reassurance affirming detail. Most would if they had the confidence to do so. This represents a major unrealized market of significant potential and reinforces the perception that the global travel industry is currently failing to meet their requirements and their family holiday dreams.
Children with disabilities are often excluded from play areas and kids clubs and may have to watch their siblings enjoy such amenities whilst they are excluded. This is morally wrong and commercially short-sighted. Off the shelf adaptive playground equipment is available and could be on-site within weeks. With appropriate expert input, Kids-clubs can be made accessible and inclusive and open up your accommodation as an attractive proposition for families. Early return on investment therefore becomes a realistic proposition.
Guests with reduced mobility may require the occasional use of a lightweight manual wheelchair. Some will choose to bring their own but others would prefer to rent locally or utilise chairs that the accommodation may offer on request.
The largest demographic of disabled people across the globe is the hearing loss community. That represents approximately 20% of the population. Hearing loss is usually a hidden disability and equality legislation often stipulates that there is no obligation on the disabled guest to declare they have a disability. It places the onus on the service provider to create an environment that is as accessible and inclusive as they can possibly make it. Assistive devices such as heating-aids amplify all sounds. In noisy environments, this can make it difficult for those living with hearing loss to distinguish the speech, music or conversation they are trying to hear. Hearing loops improve communication by greatly reducing competing background noise that can impact the clarity of sound. This improves communication which is of course so critical to guest service and satisfaction and manifests a culture of inclusion, which will be viewed favourably by all guests, not just the hearing impaired. Provision of such adaptive technology can be a key added value in any marketing strategy.
The largest demographic of disabled people across the globe is the hearing loss community. That represents approximately 20% of the population. Hearing loss and deafness are commonly hidden disabilities and equality legislation often stipulates that there is no obligation on the disabled guest to declare they have a disability. It places the onus on the service provider to create an environment that is as accessible and inclusive as they can possibly make it. Deaf Alert Systems are designed to alert deaf guests and personnel in event of an emergency such as fire. They can also be used to alert guests to knocking at a room door, TV volume etc. Highlighting (on brand websites etc.) the provision of such alert systems will influence strongly the travel and hospitality buying decisions of hearing impaired and deaf people.
Access to water – swimming pool, spa or sea are often key considerations in any holiday buying decision. For customers with disabilities such access is sparse indeed right across the hospitality landscape (USA excepted where legislation requires there to be access to swimming pools). This means that guests may spend an entire holiday unable to enjoy the pleasure of a cooling dip or fun in the water with family and friends. This not only means that their enjoyment can be greatly diminished but is manifestly unjust given guests are unlikely to receive any form of rebate for this lack of crucial provision.
Given the choice, customers with reduced mobility are highly likely to opt for a hotel recognising the value of water-access. The return on investment (which is relatively low) of creating such access would be rapid and manifold.
Such provision will also send out a strong message of ‘we care for ALL guests’ and will be a key brand differentiator in an arena that constantly demands ‘an edge’ over the competition.
For guests of beach-side hotels and resorts, enjoying the pleasures of a day at the beach and dip in the ocean is almost a given. For guests with reduced mobility and wheelchair users this fundamental element of a holiday may be denied unless appropriate access is created onto and across sand and into the sea. This may seem like an insurmountable challenge but happily, there are numerous solutions that can be acquired ‘off the shelf’ and in-situ within weeks of a decision to invest.
There are 800,000 families with a child who is disabled in the UK alone. Most choose not to travel due to the lack of provision and reassurance affirming detail. Most would if they had the confidence to do so. This represents a major unrealised market of significant potential and reinforces the perception that the global travel industry is currently failing to meet their requirements and their family holiday dreams.
Can this person leave the building unaided in an emergency? This is the question we should ask when addressing health, safety and welfare obligations to building users and guests.
The evacuation of disabled guests may require different procedures and levels of support. Under current fire safety legislation (this may vary in different territories), it is the duty of the “responsible person” (normally the employer or business owner) to provide an evacuation plan for all people in the building. This is including people who have additional needs, a Personal Emergency Evacuation Plan (or PEEP) is required.
Disability awareness is the foundation upon which a culture of inclusion and associated provision and marketing strategies can be developed. This is best achieved by embedding Disability Awareness Training within the induction process of any new personnel and of course, all existing personnel across all disciplines and managerial and leadership levels. With such ‘enlightenment’ your organisations own talent will begin to identify opportunities to improve accessibility and inclusion on an ongoing basis.
Creating a culture of fairness and inclusion encourages staff loyalty and shows commitment to good business ethics by the leadership of any organisation. Equality and diversity can be defined as “promoting equality of opportunity for all, through diversity, giving every member of an organisation the opportunity to achieve their full potential, free from discrimination and prejudice.”
Of course whilst there are common customer interfaces across every property there are almost always unique and specific elements that can prove to be barriers… and / or opportunities.