A solo traveler comes in who appears to have a disability (using a white cane, in a wheelchair, accompanied by a service dog, etc.) You want to make their visit as inclusive as possible, but they haven’t asked for anything to be adapted or accessible. Do you ignore what you see and continue assisting as though there are no additional needs? Do you ask if they have any additional needs? Do you offer them something more accessible? What would you do?
Here’s what our community had to say…
Cynthia Perez | Executive Director at Phoenix Rising Travel Services
I would welcome them in and introduce myself.
Mike Clapper | Brand Strategist Turned Disability Inclusioneer
Great question. As someone who travels often and lives with a disability, I’ve seen both ends of the spectrum: from staff who pretend not to notice, to staff who rush in with assumptions. Neither feels great.
The best hospitality experiences come from teams who are trained to notice without assuming, and respond without overstepping.
Most of us with disabilities don’t want special treatment. We want EQUAL treatment. That means being welcomed like any other guest, but with the awareness that access isn’t one-size-fits-all. What works for one person might not work for another, and unless you’re trained to navigate that nuance, it’s easy to either freeze up or overcompensate.
The best move? Quiet competence. A simple, respectful line like, “Let me know if there’s anything you need we’re happy to accommodate” can go a long way. It opens the door without putting anyone on the spot, and shows that your team is ready, not reactive.
It’s not about perfection. It’s about preparedness and a culture that knows how to meet people where they are.
Lauri Jo miller Farr | Travel Writer
I would say hello.
Chris Lona | Twenty First century Digital Craftmanship
Nothing. I would have had everything in place before they ever came in.
Gosia Wheeler, CPACC, ADS | Digital Accessibility Advocate
The first rule is not to make assumptions. Politely offer assistance by asking what can be done to make their stay more comfortable and enjoyable. Follow their lead.
Barbara Emener Karasek | CEO & Co-Owner of Paradise Advertising & Marketing Inc.
As with every guest, I would ask if there is anything I could do to make their stay more comfortable. Once they are in the room, we call to ensure satisfaction. And engage in text during their stay for satisfaction scores or inquiries to ensure a good stay.
Marcia Frost | Disability Writer
Just ask if they there’s anything you can do to make their stay/meal/activity easier.
Sara | Travel Advisor
Open the door for more opportunities for accommodations. Every room should have a little note that says something about the company’s willingness to provide accommodations and assistance with some examples, while leaving it open for requests with a phone number to call or text.
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