Travel

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.

Question of the Month: Where Have You Seen the ROI for Accessibility?

June 4, 2024 by Eliana Satkin

Robert Kneschke | Stylephotographs

Aside from “The Right Thing to Do,” where have you seen a return on investment (ROI) for accessibility? With the increasing attention on accessibility in the media and the proliferation of assistive technology, innovations, and amenities, disability awareness today is at a similar stage as sustainability was five years ago. We reached out to several members of the Destination A11y Club—a consortium of DMOs committed to proactively promoting accessibility—to learn about the ROI they are experiencing.

Answers from Destination A11y Club Members:

Courtney Cacatian, Executive Director, Visit Charlottesville/Albemarle:

“Designing and promoting accessible experiences allows communities to access new audiences. These audiences may already be aware of your destination and want to travel there but may be unaware of how. By answering how, you’re addressing that demand and growing word-of-mouth through an often-close-knit community.”

“Designing and promoting accessible experiences allows communities to access new audiences. These audiences may already be aware of your destination and want to travel there but may be unaware of how.”

Ed Harris, President and CEO, Visit Lancaster:

Top 5 Reasons for Accessibility ROI:
1. More respect from internal staff members and community stakeholders.
2. Positive feedback and relationships with elected officials.
3. Compliance with ADA regulations.
4. Positive PR and media placements.
5. Attracting a more diverse population.

Patrick Harrison, Chief Marketing Officer, Visit Tampa Bay:

“At the end of the day, this is a money business, so hotel bookings are the ROI. The number of travelers with accessible needs is enormous, and they want to travel and spend their money.”

Brett Laiken, VP Marketing, Visit Florida:

“Seeing people comment on social media about accessibility in Florida is what I look for. And obviously, bookings through Wheel the World.”

Jason Holic, Sr. VP, Operations and Community Engagement, Experience Kissimmee:

“Ultimately, we’d like to measure ROI in incremental room nights. Until we can achieve that through co-ops and partner booking data, ROI comes from additional partner engagement opportunities, co-op campaign matching funds, and destination marketing thought leadership.”

Stuart Butler, Chief Marketing Officer, Visit Myrtle Beach:

For stakeholders (hotels and attractions):

A massive reduction in the risk of costly lawsuits.
A significant untapped market of people with disabilities who represent potential customers and employees. Accessibility opens the door to serving this segment and boosting market share.
Consumers with disabilities offer high value due to their strong ties to their community and increased likelihood of repeat visits.
Investing in accessibility demonstrates commitment to inclusivity and social responsibility, enhancing brand image and fostering customer loyalty.

Julie Pingston, President and CEO, Visit Lansing:

“I spoke twice at the Michigan Tourism Conference this week on accessibility, sharing our ‘why’ for developing and promoting accessibility:
1. It connects to our organizational goal of being welcoming to all.
2. We’re addressing the needs of an emerging market for travel to our destination.”

Patrick Lennon, VP Marketing, Visit Fairfax:

“As part of our accessibility involvement with the DAC, we reached out to various county and city manager departments to learn about the features and services they’ve developed for people with disabilities. This has resulted in new relationships with city staff, where their accessible features are now being promoted through us.”