You answer the phone at the front desk of the hotel to learn that a guest with a mobility disability is unable to use the shower. The controls are on the opposite end of the shower from the built-in shower bench, and they can’t reach them. What do you do?

Your Responses:

John Sage | Sage Traveling

Unfortunately, the disabled guest already felt their disability in a way they don’t experience at home, will possibly be posting negative reviews, and will possibly avoid that hotel chain in the future. This guest is almost certainly not the first person to experience this accessibility barrier so there’s no telling how much revenue has already been lost. 

Kitty Sharman | TravelAbility

Assuming I were a line-level front desk attendant, I would start by thanking them for the information and apologizing for the inconvenience. I would find out if all of the accessible rooms have the same issue. If a room without that issue is available, I would move them to that room if they wish. If they wanted to stay in their current room, I would provide them with a movable shower chair. I would then contact management to alert them of the issue.

Jessica Haga | Disability Mom

Maybe they could send someone up to turn the shower on, then the person could bathe and call back down when they’re finished to have someone come turn it off.

Jennifer Allen | Disability Mom

Imagine checking into a hotel to find your room doesn’t have a shower. It’s absurd to think about, but a shower that can’t be used is as useful as none at all. This is more than an inconvenience: it’s an indignity. Adults don’t want to ask strangers for help showering. 

First, have some empathy. Even if it may not be your fault personally that the shower is inaccessible, the person calling you is in an extremely uncomfortable situation and is just trying to figure out how to bathe on vacation. 

Second, work for a solution. This isn’t a, “I’m so sorry for the inconvenience. We’ll add points to your hotel loyalty account” situation. The guest needs to bathe. Find a different room. Buy a shower chair. Find a different hotel. 

Third, make it up to them. Props to you that you fixed the situation and now your guest can shower, but they’ve moved rooms or missed time from their itinerary to help sort things out. They’re likely frustrated and good hospitality involves making them feel welcome.

IG User

As a wheelchair user, the solution I would propose to the hotel staff is for a portable shower chair to be brought that can go closer to the shower controls. Many hotels have them available, you just have to ask the right people!