The Experience Guide

When we talk about access, it's easy to jump straight to things like ramps, entrances, or bathrooms. And yes — those are important. But access is about much more than just the physical environment.

The Experience Access Guide

What really matters is the whole experience. That's where this guide comes in.

Every tourism business is different. Some are experience-based, like ziplines or boat tours. Others are more infrastructure-based, like accommodation or visitor centres. And while they all have their own access requirements, the goal is the same — making sure customers can choose to take part, feel welcome, and enjoy the experience with confidence.

This guide gives you the starting points to build a tailored Access Guide for your own business. It's not a one-size-fits-all approach — it's a framework to help you think about what access means for your experience, and how you can share that information in a way that's useful and reassuring for visitors.

There are also industry-specific modules available to go alongside this, with extra detail that suits different types of experiences or operations.

One of the biggest barriers to inclusive tourism is the lack of clear, practical information. Access Guides are one of the simplest and most effective ways to break down those barriers. They help visitors plan with confidence, and they help your team prepare to deliver a safe, inclusive experience.

Not every activity suits every ability, and some people may need extra support. This guide removes the guesswork, giving everyone the clarity to decide whether to continue, arrange support, or choose an alternative.

Inclusive Statement

Start your guide with a warm, clear statement that helps build trust. Instead of saying "we are accessible," try something more personal — like how your team approaches inclusion, and how you work to support people with different access needs.

This isn't about ticking boxes. It's about letting people know you genuinely care, and you're ready to welcome them.

Regulations and Safety Policies

It's really important to clearly state any regulations or safety policies that apply to your experience — particularly those that affect eligibility or participation. For example: weight limits, motor skill or safety gear requirements. These aren't personal — they're simply part of how the activity runs.

Avoid assumptions or language that implies someone won't be able to participate. Just state the facts, and allow the visitor to decide. If someone falls outside those parameters, they'll be able to make an informed choice about whether to continue, seek extra support, or consider an alternative.

The Experience — What to Expect

Give a clear and simple overview of what the experience involves, step by step. This isn't about policies — it's about what the visitor can expect on the day.

For many people, especially those with invisible disabilities like anxiety or ADHD, being able to visualise the experience ahead of time can make a big difference.

Try to include:

• Where people go first
• How they'll be welcomed
• Any introductions or briefings
• How long the experience takes
• Whether they'll be seated, standing, moving, or waiting
• What kind of support is available during the experience

This section helps set expectations and gives your guests the chance to prepare or ask questions if needed.

Requirements and Recommendations

This is where you can outline anything your visitors need to do or plan for to help things run smoothly. These might include:

• Environmental factors (e.g. terrain, wind, sun exposure)
• Pre-arrival requirements (e.g. early check-in times, inductions)
• Preferred times of day for adapted experiences to book
• Weather and temperature considerations
• Meeting points

This is different to the "Regulations" section — these aren't barriers, just tips and recommendations that help make the experience smoother for everyone.

Additional Services or Simple Solutions

If your team offers any additional services or small changes that can help make the experience easier, this is the place to mention them. Even simple things can make a big difference:

• Meeting closer to the carpark
• Offering a quiet space to wait
• Staff trained in basic sign language
• Option to adjust music or lighting
• Extra time for transitions or check-in
• Guide Dog policy, toileting etc

These don't have to be complicated — just practical ways to support different needs and help people feel welcome.

Equipment Awareness

Most equipment is designed with a "standard" body in mind — but people aren't all standard. This section should explain any gear visitors are expected to use: things like harnesses, seats, helmets, flotation devices, or bikes. It's not about judging who can or can't use them — it's about giving enough information so people can decide what works for them.

Think about:

• Pressure points for people with spinal or seating sensitivities
• How gear is adjusted or fitted
• Whether strength, balance, or fine motor skills are needed
• Whether alternative options are available

If you offer adaptive gear or can make modifications, describe those too. And where possible, include a photo or short video so visitors can see what to expect.

Communication and Booking

Booking should feel easy, not stressful. If your system needs extra info (like support requirements or medical details), be upfront about that. Let visitors know why you're asking, and how the info helps.

If your business uses external booking platforms, let your customers know if they can book directly — if not, provide a simple avenue. The less back and forth prior to booking is essential; think of your customer booking their entire holiday.

Offer a few different ways to communicate — email, phone, text, WhatsApp — so people can use the method that suits them best. Some guests may use screen readers, captioned calls, or phones linked to hearing aids, so it's good to make sure your booking options are compatible, or provide alternatives where needed.

Additional Communication

Sometimes, a visitor just wants to talk to someone before they book. Maybe they have a specific question, or they're nervous about something. Having a go-to contact — someone who knows the process and can talk through options — builds confidence and helps create a positive first impression. If they feel welcome from the start, the whole experience is more likely to go well.

Feedback and Review

The best way to improve your inclusive experience is by listening to your visitors. TripAdvisor and other review platforms don't yet have great systems for inclusive feedback — so create your own. In your Access Guide, let people know how they can share their thoughts, and who to contact.

Make it easy for them to tell you what worked, what didn't, and what could be better. If you get repeated feedback — good or bad — take it seriously and use it to improve.