Hotel Spotlight: Renaissance Shoals Resort & Spa

Sometimes accessibility comes down to the little things—like a phone call that makes a guest feel truly seen.

At the Renaissance Shoals Resort & Spa, staff recently put their new Wheel the World Academy accessibility training into practice during a group booking. When a guest services employee, Keely Law, noticed that an incoming traveler was visually impaired, she didn’t make assumptions. Instead, she picked up the phone, connected with the traveler, and asked if he would prefer a room by the elevator.

The simple gesture surprised the guest, who shared how grateful he was that someone took the time to check in on his needs before arrival.

This is the kind of next-level customer service that accessibility training inspires—not just awareness, but action. After being equipped with practical tools and sensitivity, the hospitality team has moved beyond compliance to create thoughtful, personalized experiences.

For Renaissance Shoals, it’s proof that small moments can make a big impact—and that accessibility done well is about welcoming and care, not ADA checklists and guesswork.