A New Industry Guide to Building Inclusive Hospitality Spaces
A first-of-its-kind Disability Inclusion Playbook for the Accommodation Sector has been launched by The Ascott Limited (Ascott) to help hospitality operators strengthen accessibility and inclusivity across guest experiences. Developed with disability inclusion experts and supported by sector partners, it offers open-access guidance designed for hotels, serviced residences, and other accommodation providers looking to elevate their standards of care.
Five Practical Pillars for Industry Transformation
The playbook is structured around five pillars that shape a holistic and inclusive hospitality journey:
- Inclusive Training: Strengthening disability awareness and service readiness among frontline teams.
- Inclusive Spaces: Enhancing barrier-free access through thoughtful design and layout.
- Inclusive Hiring: Encouraging equitable employment pathways for persons with disabilities.
- Inclusive Digital Interfaces: Improving accessibility on websites, booking systems, and digital touchpoints.
- Inclusive Programmes: Co-creating initiatives with the disability community for deeper engagement and support.
These pillars provide practical steps that any operator can adopt, whether they are beginning their inclusivity journey or enhancing existing efforts.
Why the Playbook Matters for the Future of Hospitality
With over a billion people worldwide living with disabilities, accessibility is both a societal responsibility and an untapped opportunity in the global travel landscape. The playbook addresses long-standing gaps — from design considerations to service culture — offering actionable guidance that goes beyond minimum compliance. It encourages operators to think about inclusion as a driver of long-term trust, loyalty, and better guest experiences.
Co-Created with Disability Community Voices
A noteworthy feature of the playbook is its collaborative development. Artists supported by SG Enable‘s i’mable Collective were involved in conceptualising its cover artwork, symbolising the importance of representation and lived experience. This reinforces the message that inclusion is not just about infrastructure but about culture, co-creation, and community participation.
From Vision to Action: Piloting Assistive Tools in Hotels
To demonstrate how inclusion can be applied in day-to-day operations, an assistive amenities toolkit has been introduced alongside the playbook. Developed with a local assistive tech makerspace, the toolkit features 3D-printed holders for cutlery, toothbrushes, combs, mugs, as well as tactile floor plans and other accessibility aids. These items will undergo pilot testing in several hotels, allowing guests with diverse needs to provide feedback for future refinement.
A Resource for All Hospitality Operators
The Disability Inclusion Playbook will be available through multiple hospitality and community partners such as DiscoverASR.com and SG Enable, making it accessible to accommodation providers of all sizes. By offering a consolidated roadmap grounded in expert guidance and community insight, the playbook encourages the industry to work collectively toward more inclusive and welcoming hospitality spaces.
Images: The Ascott Limited
Melissa Fann
Trevor Klass
