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.

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

Food is more than just fuel for the day – food can be a conscious choice. A choice that has an impact on the planet, our health and the climate. According to the Max Planck Society (2023), the global food system is responsible for up to 37% of global greenhouse gas emissions. And one of the main culprits is the production of animal-based products.

The good news? With just a few smart changes in your (hotel) kitchen, you can significantly reduce your carbon footprint, attract new guests and stand out from your competitors.

Make sure to include at least two plant-based dishes in every menu category – starter, main and dessert. Why? Studies show that restaurants offering vegan options enjoy higher guest satisfaction and return rates (Hopkinson, 2021). 

Plus, you’re catering to everyone: vegans, vegetarians, flexitarians and guests with dietary intolerances. 

Health tip: Did you know that reducing meat consumption can lower your risk of respiratory diseases by up to 50%? (Willett et al., 2019) The planet says thank you, too. 

Pro tip: Instead of “vegan”, try calling it “plant-based”; that often resonates better with guests.

Fresh, local ingredients straight from the nearby farm? Yes, please! Choosing seasonal products from your region not only supports local farmers and suppliers, it also reduces your carbon emissions. Best of all: seasonal dishes tend to taste better. A win-win, right?

This one’s not just for your vegan guests! Offer themed events and specials like plant-based weekday lunch menus and power-packed summer dishes or participate in vegan restaurant weeks. Make plant-based cuisine part of the conversion and encourage guests to explore new flavours!

Your team should be just as excited about plant-based options as your guests. That’s where training comes in (and Regula is your go-to expert here 😉). Help your staff become confident ambassadors for nutrition, health and sustainability – your guests will notice, and your team will be proud.

Not a fan of artificial additives? Great – neither are we. Stick to wholesome, unprocessed ingredients. Take inspiration from restaurants like La Bruja in Guatemala, where everything is made without artificial enhancers. Your guests will taste the difference – and their health will thank you.

More guests, more revenue – and the rewarding feeling of doing something good for the planet. You’ll also become more attractive to potential employees and partners who share your sustainability values. Let’s be honest: sustainability is more than just a trend – it’s the future. And those who lead the way today will have a clear advantage tomorrow 🙌. 

So, what are you waiting for? Let’s create a healthier, more sustainable hospitality world – together! 

#onwards, 
Your MAp Team 

Fancy even more practical tips and tricks to make your menu more sustainable? Download our free comprehensive guide: Sustainability in Hospitality: 5 Tips for a More Sustainable (Hotel) Kitchen.

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

In his ground-breaking book “Doing Good Better”, MacAskill explains the concept of “Effective Altruism” and asks the question, “How can I make the biggest difference I can?” To answer this question he uses concepts we’ve hardly ever seen so far in the field of doing good: evidence, careful reasoning and a scientific approach. His search for truth shows that so far, many of us “just did good” without assessing if we chose the right investment = if we were using our resources in the most effective way. MacAskill also busts some myths about the concepts of green living, climate offsetting, fairtrade, etc., showing us in a fact-based and impartial way, that what we thought or were told was best for the word, in truth, isn’t.

At MAp, we believe in the power and goodness of people. That was one reason why we developed our hotel sustainability platform: to empower hoteliers, consultants, students, business owners, etc. to do good. To make a difference. To make this Planet a more purposeful and hospitable place for all. However, the so-often overlooked challenge William MacAskill addresses in his book is: How can we ensure that, when we try to help others and do good, we do so as effectively as possible? Because the truth is: The best charities are hundreds of times more effective at improving lives than merely “good” charities. This means, by knowing the principles of effective altruism, we all can be hundreds of times more effective in creating positive impact for People and Planet.

#1: The effective altruist’s approach to making a difference consists of five key questions

There are five key questions you should ask yourselves when thinking like an effective altruist:

#2: The law of diminishing returns implies you focus on long-time tested activities

MacAskill defines the law of diminishing returns in his book as follows: “If we want to do as much good as we can, we’ve got to ask which cause to focus on. The law of diminishing returns provides a useful rule of thumb for comparing causes. If a specific area has already received a great deal of funding and attention, then we should expect it to be difficult for us to do a lot of good by devoting additional resources to that area. In contrast, within causes that are comparatively neglected, the most effective opportunities for doing good have probably not been taken.” MacAskill then outlines that our response to natural disasters is one of the clearest cases of how, when it comes to charity, we mostly follow our gut and not science. When a disaster strikes, we (and every else) think “emergency” and donate money or resources to that cause, forgetting that emergencies happen all the time around us. But we get accustomed to poverty and the fact that, every day, People die from easily preventable diseases like AIDS, malaria, or tuberculosis, which therefore receive less ongoing funding.

#3: Don’t believe everything that sounds good, or let’s bust some myths 

We conclude this blog post by answering an important question: What should you do right now?

We’ve compiled our top three suggestions:

1. Establish a habit of regular giving. GiveWell is an organisation MacAskill mentions throughout his book, and its goal is to produce the world’s top research on where to give - free and for everyone. This means you can have a look and find out which charities are the most effective right now and start giving to them on a regular basis.

2. Sign up to the effective altruism mailing list. That way you can learn more about effective altruism and about how to get involved in the community, and read stories of People putting effective altruism into practice.

3. Tell others about effective altruism. Because if you can get one person to make the same changes you make, you’ve doubled your impact.

Thank you for reading until the end, and let’s all move #onwards to do good better!
Your MAp team