Accommodation Guide

If there's one part of the visitor experience that truly needs an Access Guide, it's accommodation.

Accommodation accessibility is one of the biggest challenges for people with access needs. But it's also one of the most powerful opportunities to build trust and provide an exceptional experience.

Labels like "Accessible" or "Wheelchair Accessible" are often overused and under-deliver — with obstacles galore and little clarity for the customer. Providing quality access is a great first step — but the real game-changer is giving your customers the information they need to understand what access is available, so they can choose what suits their personal requirements and preferences.

Creating a quality Access Guide isn't just a nice-to-have — it's a smart investment for every accommodation provider.

Meeting Different Needs

There are some excellent businesses that have invested significantly in making their accommodation more accessible. These places are incredibly valuable to customers who require a high level of access — though they may not suit every taste or need.

Accessibility is personal. Most customers would rather stay in a place they like, even if it only offers the specific features they need — and nothing more.

For example, wheelchair users often need generous space to move around, while customers with vision impairment tend to prefer smaller, more compact layouts that are easier to navigate. A standard room with good colour contrast may be far more useful than a large space with poor visibility cues.

What to Include in Your Access Guide

Your Access Guide should help customers understand and navigate your entire establishment. Start by describing how a guest arrives — include parking, drop-off areas, paths, and entryways. Then work through each area separately.

For every room, unit, or facility, describe the main entrance, and include any additional exits such as balconies, side doors, or shared spaces. Refer back to the structure outlined in the Physical Access module to make this part easy to follow.

Imagery speaks a thousand words — 360° imagery even more. Other helpful details include bed height for transfers, space under the bed for people who may require hoists, service dog policies, and emergency procedures.

We have additional Accommodation Templates to point you in the right direction, and of course our adaptive advisory service can help you create a detailed guide.

When describing room types, include the number of rooms that offer extra accessibility features, as well as how many standard rooms have level access or elevator access.

If all your accessible rooms or standard rooms have a similar layout, shape, and size — say so. It gives customers confidence in consistency. If not, it's best to show or explain each variation clearly. You don't need to describe every single detail, but highlight the differences that might matter to someone with access needs.

Keep in mind that not all customers need a fully wheelchair accessible bathroom. However, if your standard bathrooms don't have handrails or other features, make this clear.

Layout and Features

Be specific about what's included. If a unit has a kitchenette and an ensuite, describe them separately.

If you offer multi-room units, shared facilities, communal areas, or external kitchen blocks, list them individually and describe how they connect (or don't) to the main unit.

This level of detail helps customers piece together a full picture of their stay — especially when trying to balance accessibility with other personal or family needs.

Airport Pickups or Shuttles

If your accommodation offers airport transfers or any form of shuttle service, refer customers to the Transport section in your Access Guide. See the Transport module in this series for full details.

Final Thoughts

For many customers, accommodation is the anchor point of their trip. If it's accessible, clear, and easy to navigate — the rest of the journey becomes possible. Your Access Guide gives people the tools they need to make informed decisions, feel confident in their booking, and enjoy their stay.