Adapting accommodation for guests with disabilities and extra access needs

[Deirdre122]

In a perfect world, all buildings and activities would be built from scratch with accessible travel in mind – they’d be easy to use for every person regardless of individual ability. However, we don’t live in a perfect world, most existing buildings were not established with this in mind, and no two person’s needs and abilities are the same. So where do we begin to make changes that allow all travellers the opportunity to enjoy facilities and do the things they want to do? While it may be impractical or unaffordable to completely renovate an entire building in one go, with a bit of research into standards for universal access, and enlisting practical guidance from those who understand accessibility challenges, it may be possible to implement small changes that significantly enhance accessibility. For hosts who have never experienced the associated challenges, it may be daunting to know where to start.

Adapt Current Facilities

Start by taking a walk through your accommodation, from the moment a would-be traveller arrives at your gate and ask yourself the following questions:

• Does the entrance gate require a person to leave their vehicle to open it or ring the bell? If so, can you install an intercom on an arm within reach of the driver’s window? If not, you could display a contact number where they can phone on arrival for assistance.
• Where are your parking bays located in proximity to the entrance? Are they wide enough for guests to get out of the car and into a wheelchair? Can they get from their car to your entrance without obstacles or uneven terrain?
• How do guests access the building? Are there any stairs? Can you build a ramp?
• Can you rearrange furniture to allow easy movement throughout? Are there loose mats that pose a hazard that you can remove? Sometimes access is this simple (or this difficult).
• Are your bathrooms big enough to allow wheelchair access? Is there space to manoeuvre once inside and access facilities - toilet, basin, shower/bath? Can you install grab rails? Is it possible to roll into the shower or does it have a ledge and door?
• Are your cupboards accessible - sliding doors or no doors rather than doors that need to be pulled outwards?

Access to Information

Your listing is your shop window for travellers. Make sure it provides substantial information for people who have a bit more to consider when planning a holiday. Transparency is essential – the more photos you display, the better. Prepare a video tour of accessibility features that you have on hand to send to a guest on enquiry. Travellers with disabilities are more likely to book if they can assess the facilities available and make a decision as to whether their individual requirements are met. For example, some wheelchair users require front access to a toilet, while others need access from the side. List the accessible features that are available, but also disclose information on what may pose a challenge to some guests. Each traveller’s needs are different and what may be impossible for one person using a wheelchair, may be manageable for another. 

Staff Education and Training

The most common challenges stem from a lack of awareness, information and understanding of the needs of a traveller with a disability. If you have staff that assist with bookings, preparing the rooms, or interacting with guests on check-in and during the stay, consider organising a workshop for staff on preparing facilities and interacting with guests of all abilities. Universal access is not limited to people using wheelchairs – it includes facilities for travellers who are blind or have low vision, deaf or hard of hearing, have intellectual or psycho-social challenges, the elderly, and parents with babies in prams.

These are some basic guidelines for staff when interacting with travellers with disabilities:

• When the booking enquiry is made, ask if there are any specific requirements and advise of any known access challenges. While a small step at an entrance is manageable for some, it will be impossible for others. Don’t make the assumption that your “big strong staff members” can help lift a wheelchair – not every guest is comfortable with that, and not to mention motorised wheelchairs will be almost impossible to lift with a person in. Other examples include if there is a different entrance for wheelchair users, or if a guest needs to bring their own shower seat, let them know in advance.
• Offer assistance but don’t take over unless asked to. Rather ask first if they would like their bags carried to their room, or the wheelchair taken out of the boot rather than just unpacking the car.
• Stay near enough to be available if help is requested, or let guests know where to reach you.
• Don’t ignore the person with the disability and speak to the carer / spouse / parent as if that person is incapable of understanding – if questions are meant for them, ask them directly first. 
• Don’t push a wheelchair without being asked for assistance.

Preparing Accommodation Before Arrival

• Adjust the shower head height before arrival if this is possible.
• Remove all loose mats before check in. These may pose mobility hazards for wheelchair users and the visually impaired.
• Ask if you can escort them to their room to assist if any furniture needs to be rearranged.
  
  

Test Your Facilities

Invite travellers with disabilities to experience your facilities and provide feedback so that you can improve and adapt. It helps you as a host to understand how guests use your facilities, what works and what doesn’t. This is valuable in submitting accurate information to future guests. 

Become an Ambassador for your City

If a guest is visiting your property, they are most likely going to want to explore other places in the area as well. Our role does not stop at our own services, in this industry we all become ambassadors, travel agents and information bureaus. It is important to know what other establishments - whether activities, attractions or places to eat - are accessible, to extend our warm hospitality to our guests’ overall experience in our city. 

(Photos are those I've taken from my own travels as a parent of a young boy who has a disability)

[Kate867]

@Deirdre122   This is a very thoughtful and comprehensive post.  We would love to allow easier access to our listing but unfortunately it is ‘listed’ and it is extremely unlikely that any changes we would propose and  submit to the planning department would be permitted. 

Hopefully other people in this group will read this and take on board some of your excellent suggestions.

[Helen744]

@Deirdre122 I think that this article is considerate of acess for those with physical acess needs. Most councils are now giving some thought to access in public buildings and facilities but adapting homes is usually not so easy .

Wider doorways is a biggie, but not easy to retro fit and one level homes or ramps and showers that are fashionable at the mo with direct access .My old home has two steps up to go inside and a step down to the bathroom and a shower with a mini bath in the bottom .I

considered putting a ramp on the deck initially but was told the gradient necessary would make the ramp need to be too long and would protrude into the driveway .an internal ramp between kitchen and bathroom would make the house impractical for others to use and would then require a complete retro fit and update in the bathroom.

All of which I have considered, but a cost you would consider for a family member is not one most people can afford for a STR. Older people can also have trouble with some even small steps.I have those with disabilitys stay very often but am sad to say wheelchairs are impractical at this stage.

We have excellent wheelchair and push bike paths directly in front of our house so in future I hope life becomes ' more acessible' for everyone H

[Deirdre122]

@Helen744 Thank you for this feedback. I of course realise it's not alway possible to adapt a building that has already been built without accessibility at the forefront, even for a family member in your own home this is a very expensive exercise. But for those who are able to or considering it, I hope these tips provide some helpful insight into some things that may not be apparent for someone who has never had experience trying to use facilities as a person with a disability.  

As I mentioned, each person's abilities or extra needs won't always be exactly the same or fit within the standardised idea of universal access. For myself, as a parent to a young man who has a disability, we really aren't too particular about everything being exact. As long as we can get inside and move about freely, we manage - but my son is small enough for me to carry. One or two steps are not a problem for us, but a flight of stairs is impossible. Also, most bathrooms when being built to the standard may have perfect roll in showers, but I actually need a bath for my son. On a recent trip we stayed in a beautifully accessible cabin with large roll in shower that I wouldnt be able to use - but knowing in advance that there was no bath, I now have an inflatable bath I travel with which works perfectly for our individual needs - so access to information and photos are most important for us to be able to make a decision from there. If we have the information we know whether or not we can manage and it avoids any misunderstanding in comparison to just a checkbox that says "wheelchair accessible"

[Helen744]

@Deirdre122 We have a half bath in the shower base . Is that do able or does it have to be a full bath  Good to know H

[Daniel1651]

As you rightly say, @Deirdre122  no two people have the same needs but it's important to think about those things that are universal and can help adapt our spaces to be very accessible. Thanks so much for sharing your tips and encourage us to re-think about our homes.

[Laurelle3]

@Deirdre122 a great article and a helpful information for other hosts. As said by @Helen744 if you have an older home it costs to have alterations done. All we can offer is wider doors, a walk in shower with no hob, a shower that can be fixed or hand held, wide parking space and no steps at front door or within cottage. What lets us down is pebbles on footpath to cottage but a wheelchr canbe pushed.

[Holmes1]

This is a very thoughtful and comprehensive post. I look forward to reading your next posts.

five nights at freddy's

[Cornelia182]

A very thoughtful post. But I want to put your attention also on obstacles that are not of physic nature but more of psychic. Some people - not only older - might struggle with use of internet and understanding the information especially when it is not available in the native language. Some people e. g. ADHD Aspergers might have difficulty with orientation and getting used to new situations. This might demand some extra patience from the host, e. g. good description to get to the apartment or even getting the person from the station, help to get a taxi. This can affect people who have otherwise no intellectual problems and still enjoy travelling, but just need a bit extra help. The same is about older people, who are fit, but just struggle with modern technology or people who love travelling but have impaired eyesight and difficulty to orientate in place e. g. make it but simply take longer. I just ask any host if something like this is, please be patient. In the worst case, someone can get lost and get in panic.

Thank you

[Helen744]

Cornelia,it is my understanding that in Australia , the train stations can supply assistance to those with disabilities through a travel assistance program . Its important to call the station to make arrangements. They assist with embarkation and disembarkation and possibly also connect people and assist with connection to taxis and buses.Also its important that you can clearly alert your host as to any assistance you may need in this area. Keep it succint and if your needs are particularly high consider travelling with another person who has greater awareness of your needs . The idea of some Airbnbs being more specifically for the use of those with disabilities is at once great and also possibly discriminatory. Many groups of people with disabilities do already travel for holidays etcetera and to expand the group of houses available for them would be a very positive result but the independant traveller will come up against extra issues such as you describe and not all hosts are equipped physically or ,through understanding , to help in the way people may need.But everyone deserves a holiday and i imagine that most with a disability already have put up with so much crap that a little understanding can go a long way , so I would say to my fellow hosts , give it a go,we are all people , just some of us have more difficulties than others participating in life   H

[Emilie]

Hi all, 

I just wanted to share some news with you, that you might find interesting since you were interested in making listing more accessible! We've announced yesterday a new Category on Airbnb, meant to highlight spaces confirmed to include accessibility features, like step-free paths to the guest entrance, a bedroom, and a bathroom. More info on it here: 

https://community.withairbnb.com/t5/Airbnb-updates/Introducing-new-Airbnb-Categories/m-p/1712427#M52...

Thanks 😃

Emilie

@Deirdre122 @Cornelia182 @Holmes1 @Laurelle3 @Helen744 @Daniel1651 @Kate867 

[Daniel1651]

Thanks @Emilie !

I personally love this new category and, in fact, it is my favourite one because is another hito  in the way to promote  more and more accesibles and open spaces from everyone.

I also think this new category will encourage more hosts to adapt their houses (in the cases where it is possible).

[Emilie]

@Daniel1651 Amazing, I'm so happy to hear how much you like this new Category! Deirdre share amazing tips here for any Host interested in making some adjustments, but I'm sure there's loads more we could all talk about in the future to support each other. 😊

Emilie