Why do hotels make their accessible rooms with bathrooms that look like a hospital? No wonder people don’t want to use them – even wheelchair users! That was one of the findings from a study of stakeholders’ perspectives. The study found many instances of outright discrimination, as well as misunderstandings about universal design. Clearly there are many obstacles to accessible tourism
While a diverse range of people can benefit from a more accessible environment, people with disability and older people are the primary beneficiaries of accessible tourism.
“At the time, we adapted to the regulations. What’s going on? You say “wow, how demanding the regulations are! It won’t be that bad”, but then, once you start working and the years go by, you realize that at the time, the regulations were not so demanding.” (Hotel manager)
26 people with disability and 57 tourism and public administration organisations were interviewed for the study. While some operators were in favour of accommodating people with disability, others were not supportive.
“A major obstacle for firms specializing in accessible tourism is discrimination of tourists with disabilities by some suppliers. “A receptionist sent an email to the hotel director but made a mistake and, instead, sent it to me. The email said: ‘Do I raise the price to this group to get rid of them?'” (Accessible travel agency manager)
From the conclusions
In the conclusions the authors say that despite the literature’s consensus on the importance of stakeholder collaboration, many questions regarding barriers remain unanswered. Lack of stakeholder cooperation is a major obstacle to expanding accessible tourism. Hoteliers are influenced by non-disabled guests complaining about disabled guests.
Companies adhere to minimum regulatory requirements which stems from a lack of knowledge underpinned by lack of research. Culturally ingrained misconceptions lead to perceptions that investment in accessibility is a liability rather than an asset.
Discrimination is prevalent in the case of people with intellectual disability. Many tourists and entrepreneurs perceive accessible design as aesthetically unappealing. This is likely due to sticking to design regulations that are best suited for the public domain, not an hotel.
The research paper concludes with recommendations which include standardising universal design and enhancing aesthetic appeal. Enhancing market awareness and sharing success stories is another strategy. Improving legal regulations and addressing discriminatory attitudes are also essential.
The title of the paper is, What is stopping the process? Analysis of obstacles to accessible tourism from a stakeholders’ perspective. Also published by Journal of Destination Marketing and Management under the same title
From the abstract
People with disability still encounter many hurdles when travelling. This study aims at identifying the factors hindering the development of accessibility in tourist destinations. To this end, we developed a stakeholder analysis using the Spanish Costa Blanca as a case study.
Employing a qualitative approach, insights from accessible tourism stakeholders were gathered. Data was collected through 83 semi-structured interviews. The research revealed instances of non-collaborative relationships and conflicts among stakeholders, which are acting as obstacles to accessible tourism.
We found firms, and customers without disability, discriminated against tourists with disability. There are inconsistencies in legislation, or challenges associated with the implementation of universal design.
Scandic hotels know the benefits
Scandic has embraced the principles of universal design throughout its hotel chain for more than ten years. This makes for an interesting case study because it goes deep into hotel operations. So it is not all about wheelchair accessible rooms – it is much more. It’s the little details such as reaching for the coffee cups at the breakfast bar.
The case study on DOGA, the Norwegian Inclusive Design website, shows how all hotels can benefit from small but effective changes to practices. The video below shows how they took a universal design approach. The architect said it was more about use of materials than wheelchair circulation space.
“The best evidence on that we are doing something right came from a guest. She told me that when she is staying at Scandic she is treated like a regular guest, not a disabled one”. Magnus Berglund, Scandic.
Key features on Scandic’s checklist
- Height-adjustable bed*
- Telephone on the bedside table along with the remote control
- A space of at least 80 cm around the bed
- Vibrating alarm clock and fire alarm available on request
- Hooks placed at different heights so they can be reached from a wheelchair
- Mirror at a suitable height for wheelchair users as well as standing guests
- Handrail on the inside of doors at a height that can be closed from a wheelchair
- No or low thresholds at doorways
- Single-grip mixer tap or automatic tap*
- Washbasin placed at a minimum height of 78 cm* so a wheelchair will fit under it. The hook, soap and hand towels are also easy to reach
- Toilet paper holder on the armrest of the toilet
- Hearing loop available for meeting rooms
- The doors are at least 80 cm wide, so that guests can get through with a wheelchair, crutches or a walking frame*
- The stage is accessible for wheelchair users*
*Only applies to some hotels
This is what is needed
Joined up thinking on accessibility for a seamless chain of services is good for everyone, locals and tourists alike. They make great places to live in as well. See video below from Ireland’s National Tourism Development Authority, Fáilte Ireland.