Hospitality

When it comes to heading out — whether for a bite to eat, a night of entertainment, or catching up with mates — confidence is everything.

Your Guide — The Gamechanger

For customers with access needs, one of the biggest barriers is simply knowing whether an establishment will meet their individual requirements. The amount of time it can take to research a venue, paired with uncertainty around the information provided, often outweighs the desire to go out in the first place.

This is where an Access Guide becomes a gamechanger.

By offering clear, honest, and visual information about the current access throughout your establishment, you're empowering customers to make decisions that suit their own needs. Not only does this increase the likelihood of someone choosing your venue — it also builds trust and loyalty.

Why an Access Guide Matters

An Access Guide doesn't mean your establishment meets any specific accessibility standards. Instead, it reflects the reality of your space as it currently exists, allowing people to understand what to expect before they arrive.

Everyone's access requirements are different, and "accessible" is not one-size-fits-all. What works for one customer might not work for another — and that's okay. The goal isn't to have everything perfect. The goal is to communicate clearly and let your customer decide if it's right for them.

For example, your venue might have stepped access and no ramp. That could be a dealbreaker for some, but for others — especially if they've heard your place is great, or they're coming for a special occasion — knowing that in advance allows them to make arrangements. Whether that's bringing assistance, using a different aid, or simply knowing what to expect, the information helps them plan and participate.

Creating Your Access Guide

Your Access Guide should take people through your space as they would experience it. Use high-quality imagery and clear descriptions, keeping everything easy to understand and simple to navigate. This enables customers to get a good sense of how they will enter, move through, and engage with your establishment.

Start with Arrival

Begin with how a customer gets to you — from off-site or on-site pedestrian access and car parking to drop-off points and front entrance.

Describe Each Area Separately

Break your establishment into logical sections. For each one, focus on:

• Primary entranceway — Is it step-free? Is there a ramp or threshold?
• Layout and accessways — Are spaces wide enough to navigate? Is there level flooring?
• Additional features — Service counters, dining tables, seating types, and height
• Potential obstacles — High or fixed seating, level changes (steps, ramps, thresholds), narrow walkways (under 900mm), doorway widths (under 850mm), lighting or poor colour contrast

Make Sure Your Guide Covers

• Pedestrian access (off-site & on-site)
• Parking and/or drop-off zones
• Main service areas (e.g. ordering counters, reception, ticketing)
• Main dining and/or bar areas
• Balconies or external seating areas
• Toilet facilities (with detailed imagery)
• Children's areas or family facilities

Explain Helpful Policies and Procedures

If you offer anything that could support someone with access needs — such as quiet table reservations, support for guide dogs, or early entry for neurodiverse visitors — include that too. It's often these small considerations that make a big difference.

Provide Accessible Information Formats

If you have alternate formats for information, include them in your Access Guide so people know what's available. This might include:

• Menus in large print
• Braille or tactile markers
• Visual or audio announcements
• Large QR codes for digital menus

Let your customers see you, understand you, and feel confident in choosing you.