In our MAp Client Stories we feature people we empower through our services – hospitality leaders who set new standards with bold ideas. We explore their paths, key learnings and the special something that makes their concepts stand out.
This time we speak with Christine Karadar, who leads Hotel Masatsch in Kaltern, where diversity is not an add-on – it is the concept. As a fully accessible hotel, restaurant and event venue run by Lebenshilfe South Tyrol, Masatsch creates spaces where people meet and connect – regardless of ability, background or circumstance. For guests, for employees and for the wider region.
We support Hotel Masatsch with focused marketing and web services – sharpening their message, strengthening their website and amplifying what makes this place special.
Christine, thank you for taking the time to speak with us today! Before we dive in: how did you first come to Masatsch?
Christine: I had been following Hotel Masatsch with great interest for quite some time – I was fascinated by how this concept works. My background is actually in very different fields: I worked in event management and also in the social sector, especially on topics such as care and inclusion – how to better integrate people with disabilities into everyday life.
For me, Masatsch has always been a prime example of how this can succeed. When I saw they were looking for new leadership, I applied – and got the job. Now I am fully immersed in this unique project. At first glance it is a social initiative, yes – but at the same time, it is a perfectly normal hotel for all guests. Everyone is welcome here – with or without disabilities.
Inclusion is part of daily life at Masatsch. What makes this place so special to you? And what do you do differently from a "classic" hotel?
Christine: Hotel Masatsch really is a special place – it has a kind of energy, if I can put it that way. Even before I worked here, I often came by just to sit in the café or have lunch at the restaurant. And every time, I felt the same thing: this place just feels good. There is a kind of positive energy here.
Now that I am part of the team, I feel it even more. What makes this place so unique is the work with our staff with disabilities. They bring such joy and enthusiasm to their work – it is contagious. You feel it the moment you arrive.
Every morning, one of our employees at the bar greets me with a coffee and a smile and says, "So good to see you!" Around 40 percent of our team – about 30 people – have disabilities. They work in the kitchen, service, housekeeping, or in our garden project, where we grow our own vegetables. Of course, this comes with daily challenges. We support, train, and accompany our team constantly. Many things have to be repeated and practiced often – almost like a school. But that is exactly what makes our work so meaningful.
You have a very diverse team with different backgrounds and abilities. What does it take to make this work? And what can other hotels learn from it?
Christine: To work here, one thing matters most: genuine interest in people – and empathy. Our team is diverse and full of different strengths. You have to be willing to share knowledge, support others, and practise things together until they stick.
Our team leads – the head chef, the service managers – carry a lot of responsibility. They are not just supervisors, but coaches, motivators, mentors. They need to be patient and adapt to each person. The overall pace is a bit slower here – and that is a good thing.
I often say: when you work here, you automatically shift down two gears. That creates space for real connection. What can other hotels learn from this? That inclusion is not a burden – it is a huge enrichment. When people with different abilities are truly integrated, the work environment becomes more patient, more respectful, more human. And guests feel that.
Many hotels want to become more inclusive but struggle to take the first step. What are the most common misconceptions – and what really matters?
Christine: For me, social sustainability means not just including people with disabilities – but giving them real opportunities. The biggest misconception? That inclusion is an extra task. Something "on top". But it is not about being perfect – it is about mindset.
It takes openness, patience, and a willingness to meet people at eye level. Once you take that step, something fundamental shifts: in the team, in your interactions, and in the entire culture of the business. That is what social sustainability really means to me.
Was there a moment when you thought: this is exactly why we are doing this? A memory or experience that stayed with you?
Christine: Yes, absolutely. One moment from this summer stands out. We hosted a group from Germany – the Pfennigparade Foundation, which supports children and young people with severe disabilities. More than 20 people stayed with us for two weeks. It was a challenge, but also a very special experience.
On their last evening, they organised a little farewell celebration for us. One of the girls – she was maybe nine years old – could not walk at all when she arrived. She used a walking frame and needed a lot of support. On the final evening, she suddenly walked up to me unaided, beaming with pride, and handed me a thank-you note for the whole team. She said these had been her best two weeks in a very long time.
That moment really moved all of us. It reminded me why we do what we do. Moments like that show us that this work matters. It makes a difference.
Amazing, thank you for sharing! And to finish – our Quick 5, which we ask in every MAp Client Story:
- A hotel that inspires you: Hotel Frida am Wald
- A book or resource everyone should read if they want to be more sustainable: I honestly do not have one!
- A destination on your to-travel list: Kyrgyzstan – it is at the top of my list.
- quote to live by: “Go confidently in the direction of your dreams. Live the life you have imagined. As you simplify your life, the laws of the universe will be simpler.” – Henry David Thoreau, Walden (1854)
- Your biggest wish for the future: A life full of meaningful experiences, connection, good health, and true friendship.
About Christine Karadar
Christine is the general manager of Hotel Masatsch in Kaltern, South Tyrol. She brings a background in event management and social work – and leads with a clear belief in people, inclusion, and the power of doing things differently.
Hotel Masatsch is an inclusive, fully accessible hotel in Kaltern, near the Kalterersee in South Tyrol. Run by Lebenshilfe Südtirol, it offers barrier-free holidays for all guests – with or without disabilities – and creates meaningful encounters between people of all abilities. The hotel is especially designed for guests with mobility needs and specialises in wheelchair-accessible stays in the region.
Images: © Masatsch – Florian Andergassen
The Sustainable Hotel Insights. 6 Principles to make your hotel more socially sustainable
In this free guide you will receive a concise introduction to social sustainability in hotels – clear and directly actionable. The six principles set out concrete steps for guests and your team – from inclusive hospitality to holistic accessibility. Plus: a short best-practice example, key facts and resources to help you get started straight away.
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