The Disabled Guest in a Non-Accessible Hotel Room

Have you ever wondered what happens in a non-accessible guest room when a person with a wheelchair needs to use the toilet? Disabled hotel guests often have to create their own accommodations.  Is that something any responsible hotel operator wants at their facility?

Kristen, a LI Paraplegic born with Spina Bifida, created  Living Able on Facebook and YouTube to demonstrate how she transfers, does daily tasks and makes her own accommodations in a sometimes non-accommodating world.  She offers tips for people living with disabilities and parents of children with disabilities.

I believe that every facility owner should watch her videos in order to understand what they are doing to people living with disabilities by not providing enough accessible hotel rooms that meet the new 2010 ADA Code for accessibility.  Every hotel owner needs to demand that all request for an accessible room be honored.  Reservationists need to be trained to ask clients requesting an accessible room, what request they might have for a comfortable stay.   I am honored to share Kristen’s video.

Hotel Guest Transferring to Toilet in a Non-Accessible Room

In the video, Kristen’s wheelchair does not fit through the toilet room door.  There were no available accessible rooms in the hotel where she was staying during a business trip to Nashville.  She had to stay in a non-accessible hotel room.  Kristen is an independent woman who is used to making her own accommodations.  She uses the rolling desk chair from the business center to get into the bathroom and to transfer to the toilet.   There are no grab bars.  She has to hold onto the sink, the door, the door knob and the  wall to balance herself.  As I watched her video, I was holding my breath hoping that she didn’t fall.  Kristen is a young Living Able person, but what happens when an older or weaker person is in the same situation?

• As a hotel owner, what liabilities are you exposing yourself to in this situation?

• What happens if a disabled hotel guest falls?

• What is stopping you from providing simple room accommodations to engage more aging guests and disabled hotel guests?

Find Kristen on Facebook and Living Able  

Please call us at Disability Smart Solutions to discuss reviewing your facility for ADA accessibility concerns.  We provide cost-effective action plans to get your facilities compliant that increase the customer loyalty.

Disability Smart Solutions is full-service ADA Consulting firm offering ADA Compliance Access Surveys, Project Consultation, Post-Compliance Audits, All-Ability Customer Service Training, Undercover Disabled Guest Mystery Shopping, Universal Design Product Review and Keynote Speaking.  Please contact us to review your accessibility needs.

1. Inspect your building for ADA violations

2. Recommend the changes that need to be made

3. Recommend how to make the changes

4. Review the completed changes to make sure that they are completed correctly

5. Enhance the customer experience

6. Train your key people

7. Limit your exposure to ADA lawsuits