Hotels

Caption: L-R, Suzanne Edwards, Airbnb; Alvaro Silberstein, Wheel the World; Alan Fyall, Rosen College of Hospitality Management; Mike May, American Printing House for the Blind; John Morris, Wheelchair Travel. (Photo by Houston Vandergriff)

By Jennifer Allen

A diverse panel of experts from the travel industry convened at the 2023 Travelability Summit to share their experiences with the evolution of accessible travel. Each unique perspective offers a view into the world of change and how to be a part of progress. The panel was moderated by John Morris, Founder of Wheelchair Travel.org

Mike May – Perspective of Blind Guests

It’s no simple feat to get from home to the app to the transportation to the hotel – and that’s “where the fun begins,” jokes Mike May. Mike’s travel experiences could be a training session of their own.

“Often when I check in, unless I say something, they’ll just automatically put me in the disability room. And sometimes that’s confusing to me, I think, ‘Where is the shower? Oh, I’m already in the shower.” In Mike’s case, not only do roll in showers and wide doorways not mean anything, they may even add confusion.

“It’s about the lack of access to information. And that information is in different forms. It could be information through print materials, to visual signs, to location information, and then also to people information.” A simple greeting goes a long way to a blind person. Mike navigated to the hotel to speak on his own without any issues, but couldn’t confirm he had arrived at the right location until a voice welcomed him. Unfortunately, it wasn’t the concierge who thought to say something. 

Mike’s biggest takeaway was to “Always start with ‘How can I help you?’ that gives the option to tell you what they need or don’t need. Some may want to be guided to their room, some do not. I like having somebody give me directions and that is where it all breaks down because sighted folks want to point. Some more than others, unless they’ve been in the military and they know how to tell you to go ten degrees left or right, then you’re in bad shape. Sometimes, if I feel a little bit playful, I say, ‘okay, put your hands in your pockets, and now describe to me where to go.’ And they just stutter. It’s not that they don’t know their left from their right. It’s just they’re looking at the elevator and they want to say, ‘It’s right there. Can’t you see it?’ No, I can’t.”

Training is important. Learning to use your words is central. Mike appreciates loyalty programs because of the ability to know one system thoroughly. For example, Marriott always has toiletries in order from shampoo, to conditioner, to soap – it’s always the same. Training should keep those things in order everywhere. “Coffee, decaf, regular – how do I figure that out?” There needs to be a constant system that employees know how to use.

The more we can keep things independent, the better. Utilize APH: They make 700 products that range from Braille business cards to menus to games for kids. They also do accessible navigation through GPS outdoors, and it uses an app and a camera indoors so hotels can be mapped for the visually impaired. You get turn-by-turn information, same as you have outdoors. It takes some time, but not a huge amount of expense. Dynamic tactile displays are also extremely helpful.

Dr. Alan Fyall – Educating Future Hoteliers about Accessibility

Alan Fyall is changing what it means to be ahead of the game through preparing the next season of hoteliers for a world of accessibility and inclusion. Dr. Fyall, the Associate Dean of Academic Affairs for Rosen College of Hospitality Management in Orlando, Florida, received a phone call from Jake Steinman, of Travelability, that he took as a literal “wake up call.” He asked himself, “Why haven’t we been doing this as a college before?” His hospitality plus program extends far beyond hotels to include entertainment, events, sports, hospitality, and healthcare. Instilling the thinking of inclusion in students and training the future leaders in hospitality for accessibility and inclusion covers a broad spectrum of the industry. Travel accessibility curriculum, designed with the help of Travelability, is now built into the program. The accessibility and inclusion module just launched this spring, and already 555 students have gone through the training to enter the world of hospitality already prepared to serve an array of differing needs. One student said, “After going on a trip this past spring break with my mom I was able to see the numerous challenges she faced being in a wheelchair. After learning more information from the modules, I can prepare accordingly to ensure a better traveling experience for my mother on our next trip.”

The next era in the travel industry will be ahead of the game, with a better understanding and preparedness to welcome visitors of all abilities.

Alvaro Silberstein – Wheel the World

Alvaro Silberstein earned his reputation as the first wheelchair user to scale Patagonia. Through that experience, and the public interest that followed, he co-founded an online travel reservation platform with the ability to filter for all of the accessibility you need. This accessibility-first user experience, matches travelers with accommodations that fit their needs

40% of reservations booked on the site are for a disabled traveler – plus two companions. “We need to collect details because every disability has a spectrum.” The platform goes beyond a filter. Each room is pictured, in detail, and Wheel the World ensures that the person making the reservation gets exactly the room they’ve requested. The platform is as much about generating trust, as anything else. “Disabled travelers have had a lot of bad experiences, so we don’t trust.”

“Wheel the World is responding to a need in the industry, because when I go to a hotel website I can’t determine room inventory or if a room meets my need. There are no pictures or specifications for bed height, bathroom space or if there’s a seat in the shower. Wheel the World gathers these details to sell hotel rooms to customers who need them, with greater confidence.”

Destinations can partner with Wheel the World for accessibility assessments, training, and promotional content.

Suzanne Edwards – Airbnb

Airbnb is bringing it up a notch, in a way that sets them apart from both their competitors and their own previous methods.

“We are working to improve with a mission to include,” says Suzanne Edwards, Airbnb’s Accessibility Standards Lead. While they’ve always had accessibility search filters, they expanded in 2018 from a single accessibility tick box to 13 specific filters. Each available amenity also includes a photo, and each photo has been reviewed and verified by a member of the Airbnb team. If a homeowner checks the box for a zero entry doorway and the photo shows stairs, it’s not approved. This is revolutionary for a group of travelers who have never fully known what they’re getting themselves into with a home rental.

That’s not all .The Adapted Category offers unique wheelchair accessible homes around the world. Each of these homes has had a 3-D scan to verify accessibility features, from doorway widths to floor plans. This initiative launched in November of 2022 and includes things like a treehouse in Texas, a Chalet in Nova Scotia, and a villa in Greece.

These discussions highlighted the importance of clear communication, education, innovative platforms like Wheel the World and APH, and proactive measures taken by companies like Airbnb, and hospitality schools like Rosen College of Hospitality, to ensure inclusivity. These collective efforts are shaping a future where the travel industry is committed to making travel accessible and enjoyable for everyone.

The Problem: A large part of the population can’t be accommodated in current hotels

Solution: Advancing Accessibility and Inclusion

• Embrace a guest-centric approach by prioritizing guest service alongside regulatory compliance.
• Incorporate comprehensive accessibility information into booking platforms to aid disabled travelers in choosing suitable accommodations.
• Utilize technology, like dynamic tactile displays and accessible navigation apps, to enhance the independent experience for visually impaired guests.
• Implement consistent training programs for hotel staff to effectively communicate and assist disabled travelers.
• Integrate accessibility education into hospitality curriculum to prepare future hoteliers for serving diverse guest needs.
• Develop online platforms, like Wheel the World, that provide accessibility filters and detailed room information to ensure a seamless booking experience for disabled travelers.
• Collaborate with organizations like Wheel the World to assess destinations for accessibility, provide training, and create promotional content.
• Enhance accessibility search filters by offering specific amenities with verified photos, ensuring accuracy and transparency for travelers.
• Introduce unique accessibility-focused categories that showcase accommodations with verified accessibility features, benefiting travelers with specific needs.
• Embrace innovative solutions, like 3D scans and advanced technology, to verify and provide accurate accessibility information for various lodging options.
• Commit to clear communication, education, and proactive measures to create an inclusive travel industry that caters to the needs of all travelers.