The hospitality industry is in a challenging time. With the first six months of 2020 captured by the scare and quarantine of Covid-19, travel has taken a hit. The roads and airways are just beginning to get busy again and hotels are seeing an upswing in stays. It is essential now more than ever for lodging locations to provide high-quality customer service. This includes making changes to your methods of making your ADA clients feel welcome and safe in your building. Changes in check-in and out procedures, using appropriate language, ensuring that guests have a clear path in and out of the hotel, installing an ADA compliant sidewalk, and running shuttles or golf carts from parking lots are ways you can provide equal opportunity to stay at your facility.
From Parking Lot to the Front Desk
Blind and low vision guests may be accompanied by another guest or may arrive by taxi or hired car. Either way, you will want to make sure your ADA guests are greeted and given full attention upon arrival. Educating your shuttle bus drivers on announcing stops, providing assistance, and allowing all service dogs on to the bus will go a long way towards a great experience at your hotel or motel.
- All entryways including ADA compliant sidewalks should be clear of obstructing items such as benches, potted plants, and trashcans. Repair any cracks or lifted areas of concrete to protect against trips or falls.
- Check-in procedure should include: Employees should introduce themselves and offer a special package of information in Braille, large print, or an audio recording to keep guests abreast of what the establishment offers.
- When returning a credit card, place it in the guest’s hand rather than laying it on the counter. Count aloud if you are returning change.
- Card keys should include a piece of tape or a clipped edge to help determine how the card should be inserted. Inform the guest of how to determine the position to insert the keycard.
- Offer a room designated for people with disabilities but do not assume a blind or low vision person will want one. Give the room number verbally and discreetly so that other guests do not hear.
- It is permissible to offer lead assistance to the room. If accepted, extend your arm at a 90-degree angle and allow them to hold your elbow. Never pull or push your guest. Use verbal directions including left or right and warn of crosswalks, steps up or down, and upcoming deterrents. When you leave tell your guest verbally that you are leaving.
- Service dogs should never be touched.
You can learn more about making your ADA guests feel more at home in your hotel or motel by going to ada.gov.