By now I’m sure you’re aware of the revised ADA laws scheduled to be enforceable by March 15, 2012. If not, you can catch up on them here. Do you have a plan in place for your hotel website?
First – what do they mean?
While the brands will be responsible for format changes to the brand websites, the property must be prepared to provide accurate and concise information. In addition, your stand-alone site is up to you.
New Reservations Requirements:
- Disabled guests must be able to reserve specific types of accessible guestrooms and then be assured that that room type is being held for them.
- Disabled guests must be able to make their reservations for accessible rooms during the same hours and in the same manner as guests seeking non-accessible rooms (you can no longer say on your site “please contact hotel for details or to reserve an accessible room”)
- All details of what the accessible room type includes (and lacks) must be described completely as part of the reservations process (just having the word “accessible” doesn’t cut it anymore)
- The sale of accessible guest rooms to persons without disabilities must be restricted until all non-accessible rooms of that type have been sold
So, not only does this mean updating your website but it also means tighter inventory management and comprehensive training for reservations staff. Under the new laws, “subject to availability” or assigning the room at check-in is not lawful for guests requiring an accessible guest room. Measures must be in place to pre-block these rooms and to effectively manage the number of each accessible room type available online. If your property has some rooms with a roll-in shower and some with bars in a standard tub, you may need to assign them different room codes in your inventory.
Along with the new reservations policies, the new ADA updates require that hotels make pool areas, saunas and spas, and fitness centers accessible, unless it is not “readily achievable” to do so (you can closely examine all guides and exceptions via the link above). If you are installing a swimming pool lift, I’d like to suggest that you make sure it is one that can be operated independently; don’t make the assumption that a disabled person always travels with a companion (I myself use a wheelchair and typically travel solo). An example of independently operated lifts can be found at Aquatic Access (basically, stay away from a sling lift).
Second - what information do you need for your site?
Take stock of your accessible rooms and their features. A few examples:
o Bathrooms – shower or tub?
o Does the shower or tub have a seat or a bench?
o Is there room for a wheelchair to maneuver in the room? Between the beds?
o Can a wheelchair user reach the drape wands? The safety locks on the doors? the electrical outlets? The closet hangers? The light switches?
o Are sink and vanity areas accessible?
o What is the toilet height?
o Is there an adjustable height hand-held shower wand?
o Bars in the shower/tub?
o Lever door handles?
o If the restroom door swings out, is there a way for the wheelchair user to easily pull it closed? (this applies to public restrooms as well and I can say from personal experience, is an important detail but one often overlooked – if you had this feature and mentioned it on your site, it would seriously influence my decision to stay with you)
o Do you offer items in Braille?
o Do you have Closed-Captioned TV?
o Do you offer a hard-of-hearing kit? What does it include?
o Handicapped Parking spaces (describe number, location, and whether or not they are van accessible)
You get the idea – be as specific as possible! If you have a hotel wheelchair on property, have someone navigate the hotel in it to get a real feel for what you can and cannot access. Better yet, if possible, have a real wheelchair user come in and do that for you and offer feedback. Even if there is a cost involved, it may save you headaches in the long-run.
Take pictures
If you have a photo shoot coming up, or an employee with a decent digital camera that can take high resolution shots, take pictures of not only the accessible rooms, but any accessible equipment or areas you have on property. If you have a disabled person willing to model in the shots in order to give perspective (size of the rooms, fitness room clearance, etc.), that may also be something to consider. Get shots of:
- Restrooms
- Guestrooms
- Pool lifts
- Ramps
- Parking spaces
- Fitness centers with plenty of room for a chair to maneuver
- Dining areas
- Any other accessible places/features
The more information you can provide, the better the booking experience and the less opportunity for misunderstanding.
Finally – Consider a separate landing page on your stand-alone site to address ADA compliance and accessibility features.
If you are not willing to devote that much real estate on your site, consider creating a pdf with all relevant information and photographs and linking to it from your Accommodations page. Start gathering information now so you are not sweating the March 15, 2012 deadline. With over 3 million wheelchair users in the U.S. alone, this is not a market you can afford to ignore.
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