Hotels & ADA Compliance: What Industry Leaders Are Doing Right (and Wrong).

Creating a truly inclusive guest experience goes beyond good service—it starts with accessibility. While many hotels strive to comply with the Americans with Disabilities Act (ADA), not all get it right. From well-designed accessible rooms to frustrating barriers in common areas, the difference between compliance and true accessibility is often significant.

Our accessibility consultants explore some best practices in ADA compliance in hotels, highlighting where top industry leaders succeed and where others fall short. Whether you’re a hotel owner, manager, or developer, understanding accessibility in hospitality design is crucial for ensuring compliance, avoiding legal issues, and enhancing guest satisfaction.

Why ADA Compliance in Hotels Matters

The ADA, signed into law in 1990, ensures equal access for individuals with disabilities. Hotels, as public accommodations, must comply with strict accessibility guidelines, covering everything from guest rooms and bathrooms to lobbies, restaurants, and parking areas.

Failure to comply doesn’t just alienate guests—it can lead to lawsuits, fines, and damage to a hotel’s reputation. On the flip side, accessibility can be a competitive advantage, attracting a broader audience and boosting guest loyalty.

What Hotels Are Doing Right: Best Practices in ADA Compliance

Industry-leading hotels are not just meeting minimum ADA requirements—they’re going beyond compliance to create a truly welcoming and accessible environment. Here’s what they’re getting right:

1. Thoughtfully Designed Accessible Guest Rooms

Top hotels ensure that ADA-compliant rooms are just as luxurious and functional as standard rooms. Key features include:

· Step-free entry and wide doorways (at least 32 inches wide)

· Roll-in showers with grab bars and handheld shower heads

· Lowered beds, closet rods, and light switches for easy reach

· Clear floor space for wheelchair maneuverability

· Visual and audible emergency alarms

These hotels also ensure accessible rooms are available in different categories, from standard to luxury suites, so guests with disabilities aren’t limited in their choices.

2. Accessible Public Spaces and Amenities

From the moment guests arrive, their experience should be seamless. Leading hotels prioritize:

· Step-free entrances with automatic doors

· Front desks with accessible check-in counters

· Spacious elevators with Braille signage

· Pool lifts and accessible fitness centers

· Restaurants with seating arrangements for wheelchair users

3. Staff Training on Accessibility Needs

Hotel staff play a crucial role in delivering an inclusive experience. Top hotels provide:

· Regular ADA compliance training for front desk, housekeeping, and concierge staff

· Sensitivity training on assisting guests with disabilities

· Clear protocols for handling service animals and mobility aids

4. Clear and Accessible Booking Processes

A common frustration for travelers with disabilities is the lack of accessible booking options. Leading hotels:

· Provide detailed descriptions and images of accessible rooms on their websites

· Allow guests to book accessible rooms online without calling customer service

· Ensure reservation systems clearly indicate which features are available in each room

Access Built supports hotels in creating inclusive hospitality spaces

5. Proactive Maintenance of Accessibility Features

ADA compliance isn’t a one-time checklist—it requires ongoing maintenance. Leading hotels:

· Regularly inspect automatic doors, elevators, and pool lifts to ensure functionality

· Fix accessibility issues promptly to avoid guest complaints and legal risks

· Encourage guest feedback on accessibility improvements

What Hotels Are Doing Wrong: Common ADA Compliance Mistakes

While some hotels set the standard, others fall short in meeting ADA requirements. Here are common compliance failures that frustrate guests with disabilities:

1. Poorly Designed "Accessible" Rooms

Some hotels offer rooms that technically meet ADA standards but are impractical in real-world use. Common mistakes include:

· Beds that are too high, making transfers difficult

· Bathroom sinks without knee clearance, preventing wheelchair users from using them comfortably

· Furniture blocking pathways, reducing maneuverability

2. Inaccessible Entrances and Common Areas

Even when hotels have designated accessible guest rooms, their lobbies, restaurants, or pool areas remain inaccessible. Issues include:

· No automatic doors, requiring guests to push heavy doors manually

· Steps without ramps at main entrances

· Bar counters and check-in desks that are too high, making it difficult for wheelchair users to communicate with staff

Hotels can sometimes make unintentional mistakes at check-in

3. Lack of Accessible Transportation Services

Hotels that offer shuttle services often fail to include wheelchair-accessible vehicles. Guests with disabilities may struggle to find alternative transportation, creating a frustrating experience.

4. Failure to Train Staff on Accessibility

Even when a hotel has all the right physical accommodations, poorly trained staff can ruin the experience. Common staff-related mistakes include:

· Not knowing how to operate pool lifts or accessible room features

· Failing to assist guests with disabilities properly

· Turning away guests with service animals due to lack of awareness of ADA laws

Leading hotels prioritize accessibility with features – connect with our hotel accessibility consultant

How Hotels Can Improve Accessibility

To truly meet the needs of all guests, hotels must:

1. Go Beyond Minimum Compliance

Instead of just checking ADA boxes, hotels should focus on guest experience. Small upgrades, like lowering check-in counters and ensuring ADA rooms have the same luxury feel as other rooms, make a huge difference.

2. Partner with Accessibility Experts

Hotels can consult accessibility specialists to identify weak spots in their design. Conducting regular ADA audits ensures compliance and helps hotels stay ahead of changing regulations.

3. Prioritize Digital Accessibility

A hotel’s website and mobile app should also be accessible. This includes:

· Screen-reader compatibility for visually impaired users

· Keyboard navigation for those unable to use a mouse

· Detailed accessibility info on rooms, amenities, and services

4. Improve Communication and Staff Training

Hotels should invest in:

· Mandatory ADA training for all employees

· Clear guest communication about accessibility features

· Feedback systems where guests can report accessibility concerns

Make Your Hotel a Leader in Accessibility with Access Built

Want to ensure your hotel meets and exceeds ADA standards? Access Built specializes in hospitality accessibility solutions, helping hotels improve compliance, guest experience, and marketability.

Contact Access Built today to create a truly inclusive hotel environment!