August Scenario: Wheelchair accessible accommodations.
A traveler in a wheelchair is at the hotel where they booked an ADA room thinking the bed height would work out for them. It does not. How would you handle the situation?
Arturo Gaona, Chief Partnership Partner, Wheel the World:
Hotel staff should be ready to lower or raise beds, either by taking down bed legs (which most cases require, at least in the US) or having available legs or a thinner mattress that can raise the bed. Another great option is to have at least one hoyer lift available; of course, this requires a minimum available space below the bed.
However, this should be addressed by preventing the scenario. How? Providing accurate and verified accessibility information, such as the bed height. Being ADA compliant in this case is not enough; the bed height should adapt to the user, not the user adapting to the law.
If the bed is too high, I would have the box springs removed. But next time I would remember to call Wheel the World to book my accessible room.
Stefan Muhle, Vice President & Regional Managing Director, Noble House Hotels:
Handling this situation requires empathy, understanding, and a proactive approach. Here’s how I’d manage it:
- Listen, Empathize, and Acknowledge:
- Listen to the guest’s concerns.
- Acknowledge the issue and express understanding and empathy for their situation.
- Immediate Action:
- Check if our property has any other ADA rooms with different bed heights or adjustable beds that might better suit the guest’s needs.
- If available, offer to move the guest to another room that better suits their needs.
- Temporary Solutions:
- If no other ADA rooms are available, look for temporary solutions such as bed risers or a different mattress (or topper) to adjust the height or providing a platform or step to make it easier for the traveler to get in and out of bed.
Social media responses from disability moms:
Talk to the hotel to see if they can adjust the bed height or change the room.
Ask for a refund.
Move to a different hotel if the beds aren’t adequate for your needs.
Take the box spring out or request a layaway bed.
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