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When the high school speech team sent out a plea for chaperones to accompany eleven teenagers, including our son, on an over night trip to Lafayette, La., my husband and I volunteered. The speech coach reserved the hotel rooms and specifically requested a “handicapped” room for us.

As we pulled off the highway into the hotel’s parking lot, it was obvious the property was old but not in a quaint, historic way. Our ground floor room did have sliding glass doors that faced the interior courtyard, a television and free Internet access. 

However, after a three hour drive, the bathroom was the first amenity that I wanted to inspect. Unfortunately, my wheelchair would not fit through the doorway. As I sat, staring into the inaccessible space, I noticed there were no grab bars or transfer bench in the standard bathtub and the toilet was low.

I called the front desk, thinking we’d been given the wrong room. The clerk repeated the room number and assured me it was “accessible.” Unable to change hotels, my only option was to use the public restroom in the hotel’s lobby.

While my experience was extreme, it is not unusual for travelers with disabilities to find hotels disappointing.  According to a 2005 study, a whooping 60 percent of guests with disabilities who stayed overnight in paid accommodations had problems at these properties. Physical barriers were mentioned by 48 percent of respondents, customer service by 45 percent and communication barriers by 15 percent. The national survey of 1,373 adults was conducted by Harris Interactive for the Open Doors Organization (ODO) in cooperation with the Travel Industry Association of America (TIA.)

ODO is a Chicago-based non-profit organization that teaches businesses how to succeed in the disability market.  Travelers with a disability are a huge segment spending $13.6 billion annually. And experts estimate that number could double—if the hospitality industry addressed obstacles.

Eric Lipp, ODO director, said, “Many of the most common complaints identified by the study, such as heavy doors and lack of knowledge among staff, could be easily and inexpensively resolved. Travelers with disabilities would prefer rooms located on the first floor and within close proximity to a food court, elevators and transportation.”

A frequent business traveler, Lipp uses a scooter. He advises people with disabilities to speak up when they encounter an obstacle at a hotel. Ask to see the General Manager or the Manager on Duty and calmly explain your problem. “Remember, you are probably the first person to bring it up. A hostile stand off doesn’t work. My experience has been that most managers are willing to come to a reasonable solution.”

ADA EXPLAINED

Knowing when a property was built can give you a clue to its accessibility.  

The Americans with  Disabilities Act (ADA) states that hotels, motels, inns and lodging designed or constructed after January 26, 1993, must be usable by persons with disabilities. The newer the property, the more likely it is wheelchair-friendly. Hotels with 200 or less rooms are required to have one ADA room for every 25 rooms.  Properties with less than 50 rooms are not required to have rooms with a roll-in shower.  

The best time for hoteliers to incorporate accessible design is before they construct a property. John P. S. Salmen is a licensed architect who specializes in barrier-free and universal design. He is the president of Universal Designers & Consultants, Inc. in Takoma Park, MD. He has authored several books including Accommodating All Guests and Everyone’s Welcome.

Salmen works with companies advising them on accessibility solutions. “The ADA is a civil rights law—not a building code. Architects and contractors are required to comply with local building codes which are different from the ADA.” This discrepancy between the ADA and building codes causes confusion and explains why accommodations vary in their access. “The problem is clarity in the rules. And ADA standards are not perfect,” said Salmen.

Over the past 25 years, Salmen has seen a dramatic change in the hotel industry’s attitude toward accessibility issues. Upscale hotels in particular recognize that people with disabilities and the ageing population represent a sizable market niche. 

Among the most accommodating, is Walt Disney World in Florida where guests can stay at one of several properties that have zero-depth entry swimming pools. Guests using wheelchairs at the Loews Portofino Bay Hotel in Orlando can reach the Universal theme park by rolling on a lush pathway or riding an accessible boat.

An economy hotel chain Microtel Inns and Suites has embraced travelers with disabilities and is actively pursuing them. All Microtel hotels that have on-site fitness centers offer “Accessible Fitness Bags” which contain three-pound hand weights, two types of stretch bands and a pair of handgrips. The staff at Microtel properties has undergone system-wide training in disability etiquette. Reservations among travelers with disabilities are growing.  In 2005, net revenues from ADA room nights increased by 42 percent over the previous year.

Other hotels, such as the Hyatt Regency in Boston’s Financial District, have chair lifts for their pools. As the population ages, the hotel industry’s awareness of guests with disabilities will increase and marketing accessible amenities will become common.

HOTEL TIPS
When booking a hotel, make your reservation as far in advance of your trip as possible. Don’t just ask for an accessible room. Get specific. If you need a roll in shower, request one. Is walking a long distance difficult? If so, ask to have a room near the lobby or elevators. 

Once you have checked into a room, inspect it. Are there grab bars in the shower and beside the toilet? Is there a transfer bench? Is the toilet raised? Do you need more room to maneuver a wheelchair or walker? Call the front desk and ask to have a coffee table, work desk, or extra seating removed from the room during your stay.

Another problem we frequently encounter at hotels is raised beds. Interior decorators are designing beautiful rooms with elevated beds—making transfer from a wheelchair extremely difficult. An alternative is to request a roll away bed and ask the management to wave this additional expense.

Before you take a shower, request extra towels. Roll-in showers can get messy. Also, before disrobing, be sure the shower controls are within arm’s reach when you are seated.

When you find a hotel that meets your needs, let the management know how much you appreciate it. If a hotel has done a good job, fill out the comment card or write a letter. Sign up for the hotel’s special offers or membership programs to take advantage of promotions. With every overnight stay, you are raising the hotel industry’s awareness that travelers with disabilities are a valuable market segment.