Towards Strategic Intent: Perceptions of disability service provision amongst hotel accommodation managers

▶ The study findings revealed five key themes that had not been previously identified including; Inclusive attitudes; safety; communication of needs; perceptions of rooms; and operational processes. ▶ It validated previous studies findings including; Legislative responsibility; market segment; staff training; and information provision. ▶ Customer service could be improved through awareness training and a strategic approach to access information and marketing.