The invisible barriers in your hotel

If we shift from viewing accessibility as compliance checklists and instead treat it as a premium design standard, how would the sensory experience of a luxury hotel change for everyone?

When accessibility is treated as a design philosophy rather than a regulatory requirement, the entire guest experience improves.

Universal design principles—things like intuitive layouts, clear wayfinding, thoughtful lighting, adjustable furnishings, quieter acoustics and step-free entry—create environments that are easier and more enjoyable for everyone to move through.

A hallway that accommodates a wheelchair user also accommodates a parent with a stroller or a traveler with luggage. Lighting that supports low-vision guests also reduces eye strain for everyone. This is known as the curb-cut effect, when an access feature ends up benefiting a much broader audience.

When accessibility is integrated from the beginning, it doesn’t feel clinical—it feels intentional, elegant and welcoming. In many ways, accessibility becomes a competitive advantage in hospitality design.

You’ve spoken about the mental energy it takes to navigate spaces that often weren’t designed with disabled people in mind. If a hotel wanted to give you the gift of radical rest, what is one piece of invisible labor they could take off your plate before you even arrive?

One of the biggest gifts would be clarity. Disabled travelers often spend a surprising amount of time researching whether a space will actually work for us—looking up photos, reading reviews, calling ahead and asking detailed questions that many other guests never have to think about.

This extra time, effort and uncertainty is sometimes referred to as the “disability tax.” Hotels can remove much of that invisible labor by providing detailed accessibility information online: measurements of doorways, bed heights, shower setups, elevator access, step-free routes and photos of accessible rooms and bathrooms.

When that information is transparent and easy to find, it allows disabled guests to book with confidence rather than uncertainty. Radical rest can start before the trip even begins.

Based on your experiences checking into hotels or being seated at restaurants, what is a micro-interaction that signals, “I’m safe here, and I don’t have to explain my disability?"

One small but powerful signal is when staff ask open, respectful questions rather than making assumptions. Something as simple as, “Is there anything we can do to make your stay more comfortable?” communicates awareness without putting a guest on the spot. Another positive signal is when staff speak directly to the disabled guest rather than to a companion, and when they are familiar with the accessible features of the property. 

That combination—respectful communication and basic knowledge—tells me the hotel has thought about accessibility ahead of time rather than improvising in the moment.

The hospitality industry often separates "standard" rooms from "ADA" (accessible) rooms, creating a literal architectural divide in the guest experience. Drawing from your work with Diversability, what would happen to brand loyalty if universal design became the baseline for every room?

Disabled people represent the largest minority in the world—more than one billion people globally—with an estimated $18 trillion in spending power when you include their families and friends. When accessibility is limited to a small number of rooms, it can unintentionally signal that disabled guests are an afterthought. But when universal design becomes the baseline, it sends a very different message: you belong here. Hotels that embrace that mindset build tremendous goodwill and loyalty—not only with disabled travelers, but also with their families, friends and colleagues who travel with them. Accessibility is often framed as a cost, but in reality, it’s a long-term investment in guest loyalty, reputation and market reach.

Beyond physical access, how can hotels redesign social spaces to ensure disabled guests are fully part of the shared experience?

Inclusion isn’t just about whether someone can enter a space—it’s about whether they can fully participate once they’re there. That might mean creating multiple seating options so wheelchair users, people with mobility aids, or guests who need back support can comfortably gather with others.

It also means not just having one accessible seat, but making sure disabled guests can sit with their friends rather than being separated. Hotels can also ensure pathways between tables are wide enough for easy movement, provide captioning for events or presentations and design lounges and communal areas where people naturally face each other rather than being isolated along the edges.

When social spaces are designed with flexibility in mind, they invite more people into the shared experience of hospitality.

Anything else you’d like to share?

Accessibility is often framed as something you do for disabled people, but I encourage hospitality leaders to think of it as something you build with us. Disabled travelers are experts in navigating environments that weren’t designed for us, which means we often have practical insights that can make spaces better for everyone.

Partnering with disabled consultants, hiring disabled employees and testing guest experiences with diverse users can reveal opportunities that compliance checklists miss. At its core, hospitality is about making people feel welcome—and accessibility is simply an extension of that principle.