Accessibility is not just about someone in a wheelchair being able to enter your building. 

It's about making them want to. Because the reception is friendly. The signage is clear. The room is well thought out. And no one has to explain themselves. It's not about having perfect solutions. It is about a clear, honest intention: “We want you to feel at ease – just as you are.” 

Whether neurodivergent, visually impaired, travelling with a personal assistant or caregiver or an assistance dog – true accessibility does not start with technical norms. It starts with understanding needs. It's not about treating someone as a special case – but about making them feel like a natural part of the picture. 

Accessibility is not a request. It is part of what real hospitality means. ☻ 

1. Belonging over exception 

Inclusion starts where no one feels like an exception. Accessibility does not mean welcoming someone especially. It means remembering they might come – and making sure nothing stands in their way. Design spaces where people can move, orient themselves and feel safe – without having to explain themselves. 

Tip: Ask yourself: Where are barriers in your hotel? And how can you make belonging visible? Check your door widths. Offer quiet hours without music. Label allergens clearly. The list is long ;-)

2. Communication that connects

Accessibility often begins with a single word. Or the feeling of being understood – without having to explain. If guests cannot read, hear or process information quickly, they are left out. 

Language can exclude – or open doors. 
Simple wording, pictograms, clear check-in explanations – it is often the small things that make a big difference. Sometimes all it takes is a shift in perspective. 

Tip: Words reflect your mindset. Be mindful of phrases like “as you can see” or “have you heard?” Not everyone sees, hears or understands the way you do. That is where accessibility begins – not with complex instructions, but with language that includes everyone. Want to go deeper? Check out our Sustainable Hotel Handbook: Communication.

3. The first impression happens online

Before a guest enters your hotel, they have already been there – online. And that is where many great ideas fall apart: When websites are hard to read, bookings are complicated, or key information is hidden behind sleek design. 

Digital accessibility is not about tech. It is about respect. After all – what good is the perfect ramp if the path to it is confusing? 

Tip: Have someone test your website who struggles with orientation or invite someone from your community for a test stay at your hotel. You will learn a lot – and fast. For more, see our blog post on sustainable hotel websites.

4. Listening leads to insight

Sometimes you do not need a new concept. Just a good conversation. 

People living with limitations know exactly what they need. We just have to ask – openly, honestly, without fear. Guests who offer feedback. Team members who share experiences. Organisations that can support your journey. Listening does more than improving systems. It changes your perspective. 

Tip: Start small. Invite someone from your community to give feedback – maybe during a test stay, a walkthrough or an open conversation with your team.

5. A hotel that thinks ahead 

Accessibility does not mean having a protocol for every possible case. It means staying aware – and being ready. Ready to meet people’s needs in unexpected moments. 

A guest arrives with an assistance dog? 
A caregiver needs a separate bed in the same room? 
Someone wants to enjoy breakfast in peace, without sensory overload? 
Accessibility means: we may not have planned for it – but we are prepared. 

Tip: Bring accessibility into your team conversations – not as a list of rules, but as a shared mindset: “We ask one time too many – not one time too few. And we find solutions together.” 

Example (inspiration): Some supermarkets now offer autism-friendly shopping hours – dimmed lights, no music, no loud announcements, clear signage and a quieter checkout experience. That is what we call the curb-cut effect: small changes made for specific groups end up helping everyone.

Accessibility is not a limitation – it's an expansion. For your team. For your guests. For your positioning as a host who leads with purpose. Curb-cut effect, again: Designing with care for some often makes things better for all. From a clearly written menu to step-free access, subtitles and simple language – you reach more people, strengthen your brand and create guest experiences that leave a lasting impression. Because someone felt truly seen.

Accessibility is not about being perfect. And it does not have to be. At MAp Boutique Consultancy, we always say: progress over perfection.

That's true here as well. Start rethinking accessibility – today. Not through major renovations. But by choosing to notice more. By acting where you already can. And by creating a culture of welcome that includes everyone.

Want to go deeper? Download our free guide: 6 Principles for Social Sustainability in Hotels.
Or explore our The Sustainable Hotel Handbook: People.

#onwards

At MAp, we start every (sustainability) project with Purpose. It is the golden thread running through and connecting all other elements. And the sustainable steps your hotel takes reflects what your overall Purpose is.

But let’s be clear about what your Purpose actually is: Purpose is the reason your hotel exists – its overall WHY. It is the derived meaning that comes when you know that you created something that you believe matters – to yourself, to others, to society. Be aware, Purpose does not entail earning a Profit. It must go above and beyond making money and be broad, humanistic and socially-engaged, linking your hotel to a greater good. Your Purpose will be your guiding compass to making this world a better place and growing your business, at the same time.

WHY Purpose matters

• Brings you clarity and clarity = power
• Creates a culture of innovation
• Attracts the right people (guests, employees, partners) for your hotel
• Builds resilience through turbulent times
• Delivers personal satisfaction to the hotelier

1. Discover your personal Purpose
2. Define your hotel’s Purpose
3. Embed your Purpose into your hotel business
4. Prioritise your sustainability activities based on your Purpose: People, Planet or Profit
5. Activate your Purpose – because Purpose is a verb, not a noun!

The social dimension of sustainability, People, deals with the impact your hotel has on the society for which and in which it operates. It’s about being a good host, a helpful neighbour, a quality employer and partner, a responsible and reliable brand – while serving the direct and indirect needs of your stakeholders.

And who are those stakeholders? While there are many stakeholder groups involved in making a hotel project a success, in this blog post, we focus the action steps on four key groups that your hotel has a major impact on: 

• Your guests
• Your employees
• Your partners
• Your local community

Unfortunately, the hospitality and tourism industry has not always had a good reputation when it comes to its social impact. On a bright note, though, as the industry touches every human on earth in one way or the other, there is so much opportunity to positively contribute to the lives of your guests, your employees and partners, and your local community – now and in the future.

WHY People matter

• Only teamwork makes the dream work
• Money always comes from People
• People will make or break your brand

1. Achieve a 50/50 balance between men and women in your management
2. Give equal employment opportunities to People already residing in the local community
3. Give equal management positions to People already residing in the local community
4. Offer employment opportunities without discrimination by gender, race, disability, religion and more
5. Offer management opportunities without discrimination by gender, race, disability, religion and more

You may also download our free guide on how to write inclusive job ads here. 

We know that many hoteliers are aware of how closely connected their hotels are to their surrounding environments. However, the relationship between hotels and Planet is not a healthy one; hotels create enormous negative impacts on the environment all along their lifecycles.

Therefore, the ultimate goal of environmental sustainability is to minimise your hotel’s environmental impact on the region and the Planet at large through the following key elements:

• Energy
• Waste
• Food
• Water

By tackling these elements holistically, hotels are able to limit their environmental impact and achieve carbon neutrality. And by implementing smart environmental measures they realise significant savings too – a win-win!

WHY Planet matters

• There is no Planet B
• If you put Planet over Profit, your Profit will grow healthy as well
• Act now to environmental regulations – or react later

1. Compost bio waste
2. Plant a biological garden
3. Cook to order and eliminate the buffet
4. Make smaller food portion sizes
5. Donate extra food

Learn more about the topic in our free waste guide. 

We won’t argue: Profit is important. Without it, your hotel will cease to exist. But what is also important is that the Profit earned is:

• Achieved in a sustainable way = not at the cost of People and Planet
• Distributed in a sustainable way = used to secure your hotel’s operationality in the future while also making this world a better place

Money is the lifeblood of your business, but it is not your reason for being – that’s what Purpose is for. But how can you pursue your Purpose if you are not profitable and financially strong?

That’s the paradox: organisations that only exist to earn a Profit don’t last long. But organisations that don’t prioritise Profit can’t survive long enough to fulfil their Purpose. In other words, in the context of sustainability: it’s hard to be green when you’re in the red!

WHY Profit matters

• Profit allows for progress in your business
• Profit enables you to uplift, empower and better serve your stakeholder groups
• Profit makes the world a better place (when you share it with the world)

1. Donate a share of your Profit
2. Create an employee donation scheme
3. Match employees’ donations
4. Create a guest donation scheme
5. Match guests’ donations

Your employees are key to your hotel’s long-term, sustainable success. After all, they’re the ones who ensure the smooth running of your hotel and who act as your brand ambassadors. That’s why you want to ensure you have the best ones working for you and that you keep them on for the long run.

But between the dried up labour market and “The Great Resignation,” in which employees are quitting at record numbers, we know all too well it’s hard to find employees - let alone hire those who are perfect for your hotel.

In a recent American Hotel & Lodging Association survey, 91% of hotels said they’re struggling to fill open positions (AHLA, 2022)

In the same survey, 87% of respondents said they’re experiencing a staffing shortage, with 36% describing their shortages as severe (AHLA, 2022)

One in five workers have quit or plan to quit their jobs by the end of 2022 (PwC, 2022)

Know who’s on your team first. Investigate the make-up of your current team in order to identify gaps where you can hire more diverse talent. Your goal = to hire 50% People representing diverse backgrounds (which should be reflective of your community’s demographics).

Have a Purpose. Having a Purpose in place will not only help your hotel to stick out, but attract those People who identify with that Purpose and want to contribute to its success.

Define your ideal candidate. Create an Ideal Candidate Profile that outlines your ideal candidate’s Behaviour/Attitude/Values, Skills/Experience, Goals, Needs (what they look for in a job) and Offerings (what your hotel can give them in return).

Use inclusive language in your job ad. Craft a job ad that uses inclusive language in order to appeal to a broader audience. To help you with this, download The Sustainable Hotel Insights: Job Ads HERE.

Cast a wide net. Market your job listings on different channels in order to reach more diverse candidates: set up an employee referral programme, reach out to hospitality schools, contact job programmes, post in groups where diverse candidates congregate, post on (local) job boards, hire a headhunter and promote on your online channels.

Assess the fit. In addition to the standard interview questions, ask the candidates the following questions to see if they meet the Ideal Candidate Profile you created: “What are your goals for the role?”, “What are your values?”, “Our Purpose is X – how can you contribute to it?”, “What matters most to you in a job?”

Make an offer. Ensure your job offer includes benefits and offerings that meet those needs outlined by your candidate, which will motivate them to want to work for you long-term.

Hotel Con Corazón (“Hotel with a Heart”) is a social impact hotel brand that invests its Profits (approximately 75%) in education and work. With two locations in the developing regions of Oaxaca, Mexico, and Granada, Nicaragua, guests who stay at Hotel Con Corazón support local communities to build a better future. Since 2008, the Profits of the hotels have enabled Hotel Con Corazón to support an average of 250 students per year through its education programmes.

Learn more about Hotel Con Corazón HERE.