Hotel Accessibility Challenges Persist for Guests with Disabilities

Despite the Americans with Disabilities Act (ADA) having been enacted 35 years ago, hotels nationwide continue to present significant accessibility challenges for guests using wheelchairs and other mobility devices. An NPR investigation, based on a survey of over 200 mobility device users and interviews, highlights persistent issues ranging from inaccessible rooms and design flaws to staff training deficiencies and complex ownership structures within the industry.

Persistent Accessibility Gaps

The ADA, signed into law in 1990, mandates accessibility for hotels designed or substantially renovated after January 26, 1993. The U.S. Department of Justice (DOJ) issues regulations, and the U.S. Access Board develops design standards to support these mandates. However, reports from travelers indicate frequent failures to fully comply with these federal requirements.

The NPR investigation, which included interviews with 50 wheelchair users and a survey of over 200 individuals using mobility devices or their caregivers, identified a range of ongoing problems.

Key Challenges Identified by Travelers

In-Room Accessibility Issues
Travelers frequently reported that accessible rooms were unavailable upon arrival, despite prior online or phone reservations. Design flaws were noted in designated accessible rooms, including:

• Misplaced bathroom fixtures.
• Shower doors obstructing wheelchair access.
• High thresholds at shower entries.
• Toilets that required assistance to use. For example, Eileen Schoch, a wheelchair user, reported that a room reserved as accessible for her in Asheville, N.C., lacked essential accessibility features, necessitating alternative bathing methods.
• Beds were frequently cited as too high, often 25-30 inches compared to previous heights of 19-23 inches, posing significant transfer challenges and safety risks for wheelchair users. Some guests reported falls and injuries, including broken bones (e.g., Jack Conway Jr. broke his collarbone, and Dana Liesegang reported sleeping in her wheelchair due to inaccessible bed heights). Modern platform beds were also noted to prevent the use of personal lift devices. The U.S. Department of Justice has not established specific bed height standards.
• Other common barriers cited included excessive furniture, high-mounted amenities, unreachable electrical outlets, and high controls for window shades and thermostats.
• Instances were reported where accessible rooms were booked but given to non-disabled guests, sometimes due to the perception that these rooms are larger.
• Travelers requiring an aide or family member sometimes received single-bed rooms despite booking requests for two beds.

Booking and Information Accuracy
ADA regulations require hotels to provide online descriptions of a room's accessibility features. However, travelers reported that this information is often inaccurate or insufficient. Suggestions have been made for hotels to publish photos and videos of accessible rooms online. One traveler, Abigail Fernandes, reported that all five hotels she reserved for a trip were inaccessible, resulting in cancellations and delays.

Wider Hotel Accessibility Barriers
Accessibility issues were reported throughout hotel premises, extending beyond individual rooms:

• Parking Lots: Insufficient numbers of accessible spaces or spaces too narrow for wheelchair van ramps.
• Front Desks: Heights that impede interaction for wheelchair users.
• Common Areas: Heavy doors, plush carpets hindering wheelchair propulsion, and narrow breakfast areas.
• Emergency Planning: Unclear evacuation plans for wheelchair users.
• Ancillary Services: Reports of improperly charged pet fees for service dogs and non-functional pool lifts, despite legal requirements. Hotel courtesy shuttles to airports were also reported as unreliable or inaccessible.

Factors Contributing to Non-Compliance

Multiple factors reportedly contribute to these ongoing issues:

• Industry Investment Concerns: A reluctance within the hotel industry to invest in potentially costly accessibility modifications.
• Complex Ownership Structures: Ambiguity in responsibility due to varied ownership models, where hotel brands often license their names to independently owned and operated properties.
• Inconsistent Regulation: A perceived lack of consistent and forceful regulation by government agencies.
• Staff Training: The high turnover rate of hotel staff, estimated at 70% annually, complicates consistent training on accessibility needs and ADA compliance.
• Reports indicate that a majority of lawyers in the Civil Rights Division's Disability Rights Section at the U.S. Department of Justice have departed since the beginning of the current administration.

Industry Response and Legal Landscape

The American Hotel & Lodging Association (AHLA) has stated the industry's commitment to improving service for disabled travelers, highlighting efforts in staff training. Consultants advising hotels on ADA compliance indicate that some clients acknowledge the business opportunity of serving disabled travelers.

The U.S. Department of Justice issues regulations and has taken enforcement actions, including a 2010 consent decree with Hilton, to ensure accessible online reservation systems and staff training. John Wodatch of the National Association of ADA Coordinators suggested that many improvements, such as reservation system updates and staff training, are not inherently complex or expensive.

The hotel industry has expressed concerns about "drive-by lawsuits" filed by "testers" who evaluate website accessibility without intent to book a room. Advocates for testers argue that civil rights laws should be enforced universally. The Supreme Court dismissed a related case in 2023 without a definitive ruling. Under the ADA, plaintiffs can recover attorney fees but not monetary damages from private businesses. Individual redress options for travelers encountering inaccessible hotels are often limited, reportedly resulting in partial refunds or hotel reward points rather than systemic changes.

Impact on Travelers and Alternative Solutions

While many disabled travelers express a desire to travel more, persistent hotel accessibility problems have caused some, such as Julie Withers, to reduce their travel plans, reportedly impacting their personal lives and retirement experiences. Some travelers adapt by bringing extensive personal equipment, such as portable lifts and specialized shower chairs.

Respondents generally expressed distrust of home-sharing alternatives like Airbnb or VRBO, which are largely exempt from ADA regulations, due to frequent inaccessibility issues. Lorraine Woodward, a wheelchair user, co-founded "Becoming rentABLE" to verify accessible short-term rentals, identifying a significant demand for such verified options.