TravelAbility Insider

The Intersection of Travel and Disability

Hotels

Hotel Spotlight: Everline

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Everline Resort & Spa glows warmly at sunset, with its modern lodge architecture, cascading rock waterfall, and a row of international flags lining the entrance.

MobilityWorks labeled Everline Resort and Spa as one of the most accessible resorts in America. According to their top five list, the resort includes an accessible fitness center, wheelchair height peepholes on doors and even audio/visual smoke detectors. The website also mentions:

  • Wheelchair-Accessible Doors
  • Fitness Center Wheelchair Accessibility
  • Wheelchair-Accessible Climate Controls
  • Public Restrooms with Wheelchair Access
  • Portable Bathtub Benches Available for All Room Types
  • Wheelchair-Accessible Sink/Vanity and Towel Racks | Wheelchair-Accessible Closet Poles
  • Roll-In Showers
  • Close-Captioned Television Decoders
  • Telecommunications Device for the Deaf (TDD)
  • Telephone Alerting Device
  • Front Door Alerting Device
  • Vibrating Alarm Clock
  • Audio-Visual Smoke Detector

Advice Line: Lessons with Kristy Durso Part Four

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Lesson 4: Accessibility Sells

What’s an example of a destination that saw a clear return on investing in accessibility?

Absolutely. One of my favorite examples is Beaches Turks & Caicos, a resort that truly listened, made a change and saw immediate results.

They addressed something many destinations overlook: guaranteed accessible room bookings. In the Caribbean, it’s especially difficult to reserve an accessible room with certainty. Unlike categories like ocean-view or suites, accessibility often isn’t treated as a priority. 

But Beaches made it one.

After hearing me speak about this gap, they created a new booking category for accessible rooms in 2021. That small change, simply naming the category and guaranteeing it, was transformational. The result? It became so popular that it was harder to book than their top-tier suites.

They eventually had to double the number of accessible rooms on the property to meet demand.

Now, they’re building a new wing, and while I don’t know the exact number of accessible rooms it will include, I do know they’re adding more. That’s what happens when you truly meet a need. You see a return, not just in guest satisfaction, but in occupancy and loyalty.

They didn’t stop at basic accessibility either. At one of their Sandals properties, which caters to adults, they began offering accessible suites with luxury-level services. Those rooms are constantly booked. And that proves an important point: people with disabilities span every demographic. Some are wealthy, some are not. Some are parents, newlyweds, solo travelers. We all want options.

Too often, hotels treat accessibility as an afterthought. ADA rooms are usually the lowest tier, with sterile decor and bathrooms that feel more medical than welcoming. Even in countries like the U.S., where laws require accessible rooms across categories, enforcement is uneven. Many accessible rooms still only offer one bed, forcing families to book multiple rooms or settle for poor accommodations.

My solution? Make every bathroom accessible. Install grab bars. Widen doorways. 

These changes aren’t expensive, and they help everyone. The athlete recovering from a workout. The couple celebrating with champagne. The parent bathing a child. If you design for inclusion, those features enhance the experience instead of standing out.

So yes, Beaches Turks & Caicos is a great case study. They didn’t need a massive budget. They simply restructured their booking engine, identified a real need and saw results. That’s the takeaway. Accessibility isn’t just the right thing to do. It’s smart, scalable business.

Check back next month for Part Four! Noble Studios conducted a thorough interview with Kristy Durso going over the many facets of creating a destination that is truly for everyone. This series is pulled directly from the interview. Check out the archives for the rest of the series. Click here for the full interview. 

Kristy Durso is sitting in her wheelchair on the beach, smiling over her shoulder with the beautiful turquoise ocean in the background.

Featured public speaker, accessibilities advocate, entrepreneur, Army veteran, and military wife Kristy Durso is Travelability’s Ambassedor and owns and operates Incredible Memories Travel, a full-service travel agency that assists everyone, including those with accessibility needs. She has three children, one who has autoimmune issues and food allergies, another on the spectrum, and another with cognitive and intellectual disabilities. 

Rethinking Accessibility Survey Highlights How Travel Industry Partners Can Better Share Accessibility Features Already in Place

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In celebration of the 35th anniversary of the Americans with Disabilities Act (ADA), TravelAbility has released a new nationwide survey to spark a shift in how accessibility is presented across the U.S. tourism sector.

The Uncovering Accessibility survey, part of TravelAbility’s ongoing “Rethinking Accessibility” campaign collected responses from 143 tourism businesses, including hotels, attractions, restaurants, museums, and outdoor recreation providers. The goal: to better understand the accessibility features already in place and how they are (or aren’t) being communicated to travelers.

What the results revealed is encouraging: many businesses already offer inclusive features—but aren’t promoting them.

“Travelers with disabilities aren’t just looking for compliance—they’re looking for clarity. The ADA mandates certain physical features, but there’s no ADA for information. People with disabilities often have to guess what will or won’t work for them. That’s why Accessibility Landing Pages are so important—they help travelers discover what they can do, not what they can’t.”

– Jake Steinman, founder of TravelAbility

Key Findings from 143 Respondents

  • 85% offer step-free entry
  • 81% have accessible restrooms
  • 81% offer ramps or elevators
  • 68% provide accommodations for blind or low-vision guests, such as braille signage or audio guides
  • 60% offer features for deaf or hard of hearing travelers, including hearing loops or text transcripts
  • 44% offer sensory-friendly features such as calm spaces, sensory bags, or quiet hours
  • Yet 78% do not have a dedicated accessibility page on their website

In other words: accessibility is happening—it’s just not being shared.

This Isn’t About Perfection, It’s About Visibility

From large print menus and calm rooms to free pet stays for service dogs, many businesses already offer helpful features. An Accessibility Landing Page brings that information together in one place—helping guests plan confidently while showcasing the efforts of local businesses.

Simple, Scalable Steps for Progress

The report also highlights accessible features that businesses can easily promote—many of which are low-cost or already in place:

  • Sensory-friendly hours and quiet spaces
  • Tactile exhibits, large print menus, and guided tours
  • Use of visual or assistive apps (e.g., Aira, Be My Eyes)
  • Staff training or service dog-friendly policies
  • Accurate details about physical access, parking, and signage

“This survey gave us a whole new outlook on how we could be more accessible,” shared one respondent. “Our buildings were constructed in the 1960s, and as a small business, meeting some ADA compliance standards has felt cost-prohibitive. That said, many guests in wheelchairs still come and enjoy the property—and they find ways to navigate the shortcomings. This survey showed us how we can still be supportive. We already offer free pet stays for service dogs, and we’re looking forward to tackling more from the list.”

The Role of the Destination A11Y Club

Ten leading DMOs in TravelAbility’s Destination A11Y Club are already paving the way. Each maintains an Accessibility Landing Page highlighting inclusive local experiences for travelers with disabilities and older adults.

With help from the Uncovering Accessibility survey, they’re now expanding those listings—often uncovering accessibility assets they didn’t know they had. It’s a win-win for both visitors and the local businesses they rely on.

What’s Next

The survey findings are just the beginning. Here’s what TravelAbility and participating destinations are doing next:

  • Creating a best practice guide to help businesses build or improve accessibility pages tailored to the types of organizations surveyed.
  • Connecting interested businesses with training opportunities through TravelAbility’s partner network.

As destinations take these next steps, the goal is simple: empower travelers with better information and create more welcoming travel experiences for all.

Participating DMO’s

Media Contacts

Charlottesville Albemarle Convention & Visitors Bureau
Anna Whitlow, Director of Marketing & PR
awhitlow@albemarle.org

Discover Lancaster
Olivia Novak, Senior Marketing Manager
onovak@discoverlancaster.com

Experience Kissimmee
Deirdre Shaw, Destination Stewardship Manager
dshaw@experiencekissimmee.com

The Palm Beaches
 Christine DeMichael, Director of Integrated Marketing
CDeMichael@ThePalmBeaches.com

Visit Lauderdale
Attiyya Atkins, Senior Manager, Global Integrated Marketing
aatkins@broward.org

Visit Loudoun
Jennifer Christie, Director of Marketing
christie@visitloudoun.org

VisitLEX
Arin Arnold‑Davis, Director of Destination Stewardship and Community Engagement
aarnold@visitlex.com

Visit Mesa
Zoey Shircel, CATP, Communications Manager
zoey@visitmesa.com

Visit Myrtle Beach
Stuart Butler, President
stuart.butler@visitmyrtlebeach.com

Visit Richmond
Toni Bastian, Director of Accessibility & Tourism Sales
tbastian@visitrichmondva.com

Hotel Spotlight: Radisson Blu, Bloomington, Minnesota

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Two children site in a hotel room in blue armchairs. A wheelchair is next to them.

By Jennifer Allen

Typically, our son is a part time wheelchair user and we’re able to cheat a bit when it comes to room accessibility. Since I’ve seen how often we need those cheats in hotels, I was a little bit nervous for our first stay as a full time wheelchair user.

Radisson Blu absolutely nailed it in accessibility, comfort, luxury, and convenience. The sliding bathroom door, roll under sink, double grab bars for the toilet and roll in shower made the bathroom a breeze. The bathroom, bedroom, and living spaces in the suite were spacious and easy to navigate. The convenience of the hotel, with FireLake Grill House downstairs and Mall of America across the hall, was unbeatable. If we weren’t so excited to get out in nature with the track chair, we never would’ve had to leave the building. The staff were friendly and helpful and even the revolving entrance door had accessibility options. 

It was a completely seamless hotel stay.

What Would You Do: The Accessible Shower Isn’t Usable—Now What?

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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!