Accommodating the needs of disabled hotel guests: Implications for guests and management

The purpose of this study are two-fold: (1) to identify disabled guests’ perceptions of their hotel experiences, and (2) to identify the feasibility of implementing disabled guests’ suggestions in hotel design and service policies. Interviews were conducted with leaders of national organizations serving disabled persons and hotel executives. The responses from guests with mobility impairments offered the most suggestions and the greatest need for special accommodations. The mobility disability segment echo those from the hearing and visual impairments segments, with all respondents indicating a need for better staff sensitivity training. Easily implemented suggestions were made for hotel managers to consider when attracting and accommodating guests with disabilities. If adopted by the industry, the recommendations will help hotel operators improve the hotel experiences of guests with disabilities.