What Would You Do? 

Each month we try to address various accessibility issues that may arise within the TravelAbility community. 

What Would You Do:  You’re a restaurant that received a call asking if you were accessible for wheelchairs. The party was told yes, but when the party arrived they found one step to get into the restaurant. What would you do?

Here’s what our community had to say…

Kim Molnar | Director of Tourism Prineville, Oregon

First thing I would do is sincerely apologize for the mistake and offer assistance.  If they choose to stay, I would also comp a portion of the meal. I would then make it a priority to fix the accessibility barriers and train the staff on giving proper information to future guests when asked if our property is accessible. If I had the guests’ contact info, I would follow up with any positive changes we had made. 

Pekka Paavonperä | Public Relations Consultancy owner and Accessibility Advocate

I would have purchased a ramp when I opened the restaurant. 

Marcia Frost | Wheelchair Accessible TV Travel Expert

I had this situation not long ago. The restaurant was wheelchair accessible in the sense there were no stairs inside or out. The problem was that the tables were all tightly fit together. They had to have a dozen customers get up and move tables and chairs to get me into a table! Then, they did the same when I left. It was quite embarrassing and I felt bad for the people who had to interrupt their meals.

The restaurant told me when I was leaving to call next time and ask for a table to be set up by the bar – right next to the front door. I have not been back.

Key Takeaways:

• Make sure your staff no how to answer any questions on accessibility
• Keep accessibility information up front on your website to avoid any uncomfortable accidents
• If it’s only a few steps, consider purchasing a portable ramp
• Have a plan to make it right