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.
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.