The Access Guide

In this module, we introduce the most powerful enabler of inclusive and accessible tourism: the Access Guide.

The Key to Inclusive and Accessible Tourism

For decades, the term "accessible" has been misused and over-applied — to the point where it's become a label that's often meaningless. It's now so common, it's almost a cliché.

But accessibility is not a fixed standard. It's relevant to the individual. Rather than relying on labels, it's the information that makes the difference. That's where an Access Guide comes in. Creating one can significantly improve the visitor experience, and it can be a gamechanger for your business.

Not only for establishments and accommodation providers — businesses that run dynamic experiences also benefit, as there are two sides to the equation: inclusive (the experience) and physical access (the fixed structure). These are broken down in the following modules.

Why Information Matters

For many customers, your website is the first place they'll go to find out how accommodating your experience is. The information available online is the key enabler for access. It helps people decide if your business suits their needs — and whether or not they can book with confidence.

By creating a dedicated webpage for inclusion and access, you provide all the details your customer needs to make a booking and prepare for their visit. This is your Access Guide — a page that hosts valuable, practical information such as:

• Booking options
• Health and safety regulations
• Inclusive services
• Physical access details

Each Access Guide will look different. It depends on your infrastructure, landscape, and the type of experience you offer. Your guide should reflect your business — whether you're an establishment, accommodation provider, tourism operator, or adventure-based experience.

Customise it to suit your experience, while keeping the tone and layout consistent with the rest of your website.

The Benefits of an Access Guide

An Access Guide helps your customers by removing uncertainty. It lets them understand what to expect, how to prepare, and how to move through your experience with confidence.

It will surprise you to know how many people will value an access guide — it not only benefits customers with disabilities and/or access requirements but travellers who may have anxiety or just require a little reassurance.

Customers are very aware of their own physical capabilities and how they interact with the environment. When you provide accurate access information, they can assess how independently they can participate — whether they'll need to arrange additional support or choose to go elsewhere more suited to them.

For many visitors, access starts with choice. One of the biggest barriers for people with mobility or sensory impairments is not knowing what options are available. This applies across the board — whether you run indoor experiences, outdoor activities, accommodation, transport services, or attractions.

Being able to choose based on clear information is empowering — and it builds trust with your visitors.

Although an Access Guide outlines the current way your business operates and the physical access that exists, it's also a great way to appraise your overall accessibility and inclusive practices. It also provides a way to add development goals, specific training and staff induction.

Access is Personal — and Inconsistent

Access standards vary widely — across businesses and destinations nationwide. What's considered "accessible" in one location may not meet the same expectations somewhere else.

That's why it's important to avoid using broad statements like "we are accessible" or "we have wheelchair access." If you describe your business this way, your customers need to know exactly what that means. A label without context offers little value.

Instead, focus on transparency. Share the details of your current access features — clearly, honestly, and in a way that helps people plan. Even if you think your space isn't accessible, sharing what is and isn't possible allows visitors to make informed decisions.

Every customer has different levels of ability and comfort. What might be a barrier for one person could be manageable for another. The more specific you are, the more helpful it is.

The following two modules outline the difference between sharing your Inclusive Practices and your Physical Access.