Art of welcoming guests with disabilities: 5 Simple tips for reception success
"How can we make your stay more comfortable?"
Through our inclusion program for tourism operators, I’ve been struck by how many participants are unsure about the best ways to communicate with people living with a disability.
As the first point of welcome, reception staff have the greatest impact on creating a positive guest experience. Let me share five essential tips to help ensure your employees feel confident and equipped to create an inclusive, welcoming environment for all.
Previously published in the latest AccomNews print edition HERE
Before arrival
1 Check the correct room type:
When handling a booking that requires accessibility, ensure the correct room type is reserved. Often, guests without disabilities either accidentally select this room or choose it for its larger size, which can result in someone who truly needs accessibility missing out.
A few days before check-in, reach out with a simple question: “How can we make your stay more comfortable?” This small effort demonstrates your hotel is genuinely welcoming to those living with a disability and their families. Explain where your disabled parking bays are located or the nearest off-site location.
2 Conduct a pre-arrival check:
Are your paths free and clear? Are any laundry cages blocking a clear path of travel? Are the elevators and all lighting operational for the floor on which the guest will be staying?
3 Foster independence:
There is a common assumption that people with disabilities always travel with a companion, but this is not necessarily the case. It’s essential to consider how to make the experience as independent as possible for all guests, ensuring they don’t have to rely on reception for assistance. The added benefit of this approach is that it also reduces the time staff spend away from the front desk. For instance, are all towels within reach, and is the shower nozzle positioned at an accessible height?
Imagine preparing to shower, only to realise that towels are out of reach. This would force you to call reception for help. How would that make you feel? This type of frustration is one of the most common pieces of feedback from our 35,000 followers.
Arrival
4 Create a human connection
Each year, I visit around 150 hotels, motels, holiday parks, and resorts. Yet, only a few have reception counters lowered for wheelchair users to check in. The simple solution? Reception staff can step around the desk, sit with the guest, and complete the check-in using an iPad or clipboard. This eye-to-eye interaction fosters a more personal, human connection.
5 Offer help respectfully
Ninety-nine percent of hotel room doors are hard to open because they need to meet fire safety compliance. Guests with physical disabilities may be unsteady on their feet or use a wheelchair and may find this difficult. On check-in, explain this and offer to help (such as with luggage), but never assume they automatically need assistance. Many are highly independent; if they have responded that no assistance is required, respect that.
Hotel reception staff play a pivotal role in shaping the first impression and overall experience for guests, particularly those with disabilities. By approaching each interaction with empathy, awareness, and a commitment to accessibility, reception staff can transform a simple check-in into a welcoming, memorable moment.
A warm, thoughtful welcome can set the tone for a stay that goes beyond expectations, ensuring every guest feels valued and respected. The impact of a positive, inclusive reception extends far beyond the lobby – it creates a lasting memory and fosters a sense of belonging that guests will carry with them long after they have checked out.
Accessible Accommodation conducts in-person inclusion training programs for hotels, motels, holiday parks, resorts, and short-stay providers. Learn more here: The Accessible Group Inclusion Training Program.
Kerry Williams is an entrepreneur and accessibility advocate, revolutionising how individuals with disabilities enjoy travelling through her Accessible Accommodation and Accessible Experiences websites. Reinforcing her passionate belief that accessible design can be functional and beautiful at the same time, her consultancy assists accommodation providers to maximise occupancy rates. A multi-award winner, she continues to drive innovation for seamless accessible travel.