Accessible and Inclusive Tourism
3.0 Themes
3.7 Accessible accommodation
AAccommodation is central to the visitor experience, and access and inclusion in services and amenities ensures that all visitors can enjoy a comfortable, safe and inclusive stay. By providing such features, accommodation providers support equal access and broaden their customer base ultimately fostering a more welcoming environment for everyone. Staying is a core part of a visitor’s journey and catering for people with disability not only allows them to have a comfortable stay, but also allows for family and friends to holiday together opening up opportunities for brand loyalty, marketing and enhanced visitor satisfaction.
Key facts for accommodation providers looking to improve their accessible and inclusive offerings:
The top four check-in months are April, September, July, March.
The average accommodation (only) booking is $1,675,with an average night stay of 4.3 nights - far higher than the industry standard of 3.4 nights.
30% of the bookings are for non-accessible rooms with those travelling with carers and family.
The Accessible Group
The Accessible Group aggregates the best accessible accommodation and experiences across Australia. In order to be listed, an accommodation provider undergoes a rigorous evaluation process. They deliver workshops, inclusion training and consulting to enhance accessibility in accommodation. Their Accessible Tourism Accreditation Program, which is also a part of the listing process in ATDW, rigorously assesses and accredits the accommodation itself and lists them on their Accessible Accommodation directory. These initiatives not only give recognition but empower accommodations to identify where they stand in their accessibility offering enabling them to confidently welcome visitors of all abilities, fostering inclusivity while rightly giving recognition.
The following provides top picks of some of the best accommodation offerings across Australia who have gone beyond just meeting basic accessibility standards, ensuring that all visitors feel valued, respected and welcomed.
Dorsett Melbourne is located centrally in the free tram zone making it an accessible property with public transport. In terms of infrastructure, the hotel has lowered their reception desk for easy access and lighting appropriate for people with visual disabilities to offer a warm welcome to all. In addition to the infrastructure, the hotel is also tech savvy streamlining the process with a check-in robot as well as a website with the userway widget to enhance accessibility. In their accessible rooms the bathrooms have grab bars and accessible showers. Many of their amenities are accessible and they also provide dedicated pet friendly rooms for dogs under 20 kgs.
Purpose-led partnerships and co-design is vital to offer an inclusive experience and Quest Apartment Hotels took that extra step by becoming the first major accommodation provider partnering with The Accessible Group. The partnership has provided disability and inclusion training for 1,900 Quest team members. Their properties, specifically Quest Burwood East meet the highest of standards when it comes to accessibility features for physical support.
The City Edge Accessible Apartment in Mt. Gambier exemplifies style and functionality can go together. Some of the key accessible features include: step-free access and shower, accessible toilet seat, adjustable height table, electric adjustable bed, fixed grab bars, glide under vanity, height adjustable kitchen, lowered kitchen benches, mobile hoist, on-site disabled parking, electric lift recliner chair, Room under bed for hoist and wall-mounted shower chair.
100 Hitchcock, a luxury beachside accommodation that also has a beach wheelchair, is a great example of why good communication is important along with a quality offering. The FAQs on their website provide a property walkthrough as well as all the details of the specific features they offer. There is also an extensive list of possible questions that visitors with disabilities might have that are answered on the page. Apart from meeting high standards of accessibility features, the accommodation also thought of vision impairments in its design. The kitchenware and crockery are in white which contrasts well with the dining tables and benchtops, and the furniture contrasts with flooring to make navigation easier.
Oakwood Premier Melbourne is a great example of how simple details can make a whole lot of difference. Most of the fittings and appliances are lowered, interconnected rooms offer accommodation for carers or support workers, off-centred beds offer plenty of space to enter the bedroom for wheelchair users. And they have rooms with a view and not on the back of the property which is important for equity in the experience of the stay.
Meriton Suites have accessibility rooms across Sydney (Sussex Street and Liverpool), Melbourne and Canberra. Some of the key accessibility features at their properties include step-free access, accessible pool, bed risers, fixed grab bars, lowered kitchen benches, on-site disabled parking, room under bed for hoist, wall mounted shower chair and step-free shower. Providing these features across multiple sites is a testament to their commitment to cater to people with special needs.