Providing inclusive access for people with additional accessibility needs helps remove physical, sensory and cognitive barriers, enabling all guests to participate fully and independently in services and experiences. This supports social sustainability and aligns with international human rights principles.
The establishment provides access for people with additional accessibility needs. Recognising that establishments may not be able to cover all types of disabilities, the establishment focuses its accessibility improvements on minimum 1 specific category of need: physical mobility, visual impairment or cognitive/hearing impairment.
To reach conformity, the following minimum accessibility elements are in place when focusing on physical accessibility:
- at least 1 accessible entrance with ramp or level access (meeting slope and width standards);
- at least 1 accessible toilet in public/common areas;
- at least 1 accessible guest room including bathroom (if accommodation is provided);
- accessible restaurant seating or common dining area; and
- 1 accessible meeting/conference room, if applicable.
It is furthermore recommended that resting points (e.g. benches) are provided for guests with limited mobility throughout longer walking areas. The slope and width of entrances, signage, and handrail availability are verified in accordance with national accessibility guidelines or, where available, UN/WHO accessibility recommendations.
To reach conformity, the following minimum accessibility elements are in place when focusing on visual accessibility:
- high-contrast signage and/or tactile floor markers and/or adequate lighting and glare reduction in key areas (e.g. entrance, reception, toilets, corridors) according to visual impairment needs;
- at least 1 accessible toilet in public/common areas;
- at least 1 accessible guest room including bathroom (if accommodation is provided);
- accessible restaurant seating; reception or service desk, and either auditory cues or verbal guidance or braille/large-print menus/information guides; and
- 1 accessible meeting/conference room, if applicable.
For cognitive disabilities or hearing impairment, the following minimum accessibility elements are in place to reach conformity:
- an accessibility plan outlining how cognitive or sensory needs (hearing impairments) are addressed; and
- at least 2 implemented tangible actions focusing on either cognitive disabilities and/or hearing impairments:
- examples of actions focusing on cognitive accessibility include simplified and pictogram-based instructions in key areas (reception, dining, safety information); quiet check-in or queue-free service for guests who need it; staff training focusing on the sensibilisation of needs for people with cognitive disabilities; availability of sensory-friendly maps or simple orientation guides; predictable routines for activities communicated clearly to guests.
- examples of actions for hearing impairments include availability of portable hearing loops at reception or meeting rooms; captioned videos and visual alarms in key areas (if feasible); staff training focusing on the sensibilisation of needs for people with hearing impairments (e.g. trained in international sign language).
For the actions to be approved, the improvements are substantial, functional and clearly documented in the accessibility plan. The establishment also informs about the minimum accessibility elements in place on their website.
Even if pets are generally not allowed in the establishment, service animals (e.g. guide dogs) are always permitted. This aspect is respected by all staff. The level of access is clearly and accurately communicated on the establishment’s website. Descriptions specify accessible facilities (e.g. room layout, grab bars, step-free access, high-contras signage, visual alarms, etc.) and whether the establishment complies with specific standards (e.g. local building codes or accessibility certifications).
The establishment is encouraged to consult with or seek approval from national or local disability organisations when planning accessibility features. During the onboarding, all staff are trained and informed about the establishment’s accessibility provisions, regulations and the rights of guests with disabilities. Management and other guest-facing staff receive additional follow-up training regarding the available equipment in the establishment.
During the audit, the establishment presents evidence of:
- staff awareness and training on accessibility procedures; and
- availability of information about accessibility on the website.
In specific circumstances, where the establishment provides access for people with cognitive disabilities needs or hearing impairments, an accessibility plan outlining how these needs are addressed is presented.
During the visual inspection, the auditor confirms the presence and condition of accessible infrastructure (at minimum of the listed areas above). For this purpose, the auditor conducts samplings in at least 1 public restroom, 1 common area/entrance, 1 restaurant, and 1 meeting room, and in guest rooms following methodology A as described in the glossary.
Providing inclusive access for people with additional accessibility needs helps remove physical, sensory and cognitive barriers, enabling all guests to participate fully and independently in services and experiences. This supports social sustainability and aligns with international human rights principles.
The establishment provides access for people with additional accessibility needs. Recognising that establishments may not be able to cover all types of disabilities, the establishment focuses its accessibility improvements on minimum 1 specific category of need: physical mobility, visual impairment or cognitive/hearing impairment.
To reach conformity, the following minimum accessibility elements are in place when focusing on physical accessibility:
- at least 1 accessible entrance with ramp or level access (meeting slope and width standards);
- at least 1 accessible toilet in public/common areas;
- at least 1 accessible guest room including bathroom (if accommodation is provided);
- accessible restaurant seating or common dining area; and
- 1 accessible meeting/conference room, if applicable.
It is furthermore recommended that resting points (e.g. benches) are provided for guests with limited mobility throughout longer walking areas. The slope and width of entrances, signage, and handrail availability are verified in accordance with national accessibility guidelines or, where available, UN/WHO accessibility recommendations.
To reach conformity, the following minimum accessibility elements are in place when focusing on visual accessibility:
- high-contrast signage and/or tactile floor markers and/or adequate lighting and glare reduction in key areas (e.g. entrance, reception, toilets, corridors) according to visual impairment needs;
- at least 1 accessible toilet in public/common areas;
- at least 1 accessible guest room including bathroom (if accommodation is provided);
- accessible restaurant seating; reception or service desk, and either auditory cues or verbal guidance or braille/large-print menus/information guides; and
- 1 accessible meeting/conference room, if applicable.
For cognitive disabilities or hearing impairment, the following minimum accessibility elements are in place to reach conformity:
- an accessibility plan outlining how cognitive or sensory needs (hearing impairments) are addressed; and
- at least 2 implemented tangible actions focusing on either cognitive disabilities and/or hearing impairments:
- examples of actions focusing on cognitive accessibility include simplified and pictogram-based instructions in key areas (reception, dining, safety information); quiet check-in or queue-free service for guests who need it; staff training focusing on the sensibilisation of needs for people with cognitive disabilities; availability of sensory-friendly maps or simple orientation guides; predictable routines for activities communicated clearly to guests.
- examples of actions for hearing impairments include availability of portable hearing loops at reception or meeting rooms; captioned videos and visual alarms in key areas (if feasible); staff training focusing on the sensibilisation of needs for people with hearing impairments (e.g. trained in international sign language).
For the actions to be approved, the improvements are substantial, functional and clearly documented in the accessibility plan. The establishment also informs about the minimum accessibility elements in place on their website.
Even if pets are generally not allowed in the establishment, service animals (e.g. guide dogs) are always permitted. This aspect is respected by all staff. The level of access is clearly and accurately communicated on the establishment’s website. Descriptions specify accessible facilities (e.g. room layout, grab bars, step-free access, high-contras signage, visual alarms, etc.) and whether the establishment complies with specific standards (e.g. local building codes or accessibility certifications).
The establishment is encouraged to consult with or seek approval from national or local disability organisations when planning accessibility features. During the onboarding, all staff are trained and informed about the establishment’s accessibility provisions, regulations and the rights of guests with disabilities. Management and other guest-facing staff receive additional follow-up training regarding the available equipment in the establishment.
During the audit, the establishment presents evidence of:
- staff awareness and training on accessibility procedures; and
- availability of information about accessibility on the website.
In specific circumstances, where the establishment provides access for people with cognitive disabilities needs or hearing impairments, an accessibility plan outlining how these needs are addressed is presented.
During the visual inspection, the auditor confirms the presence and condition of accessible infrastructure (at minimum of the listed areas above). For this purpose, the auditor conducts samplings in at least 1 public restroom, 1 common area/entrance, 1 restaurant, and 1 meeting room, and in guest rooms following methodology A as described in the glossary.