Why Accessibility Is the Hotel Industry’s Most Overlooked Asset… Skift

One of the largest obstacles for travelers with disabilities is simply a lack of information. Hotels are missing out on a huge segment of the tourism market by neglecting to promote their accessibility features.

Despite the millions of people around the world living with disabilities, the hospitality sector has largely overlooked the importance of promoting accessible features to travelers.

Stephen Cluskey, CEO of accessibility solution provider Mobility Mojo, highlighted this message while speaking Wednesday at Skift Global Forum 2019 in New York City. By treating accessibility as mainly a legal issue, many companies miss out on how much it can actually grow their business.

“We’ve found that hotels view accessibility as a compliance thing rather than an asset,” he said. “In fact, it is one of the most underutilized assets a hotel has. They will spend so much money on these things, but then they barely mention it.”

In part, he said, this is because people often have a narrow view of what accessibility really means.

“Accessibility affects all of us.” he said. “Imagine planning a trip with your elderly mother. Or imagine a woman who just had a baby, who needs to know if her stroller can fit through the door of a coffee shop or if she will have to fold it up. I see people with eyeglasses in here. Going to a restaurant and forgetting them at home can be difficult. Some restaurants will print a menu in large type.”

There are 14 million people in U.S. living with a disability, and this number is only set to grow, due to an aging population. By 2020, roughly a quarter of the total tourism market will be made up of those with higher-access needs.

“There’s a silver tsunami coming,” he said.

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