ADA For Lodging: Best Practices and Standards

Service

Respect.

• Train staff to ask people with disabilities if they need assistance using hospitality language and practices.

• Keep lowered check-in counter clear. Where only high counters are available (older lodging facilities) train staff to come out from behind counter and provide a clipboard.

  • If a lower counter is not available, have a clipboard available as an alternative.

• Make sure customers feel comfortable about asking for room rearrangement or additional room modifications at check-in.

• You cannot charge pet fees for service animals. Legally, staff may only ask if a dog is a service animal and what task it preforms.

  • There is no certification card or placard required for service animals, nor one that is recognized by the federal government.

Orient.

• Make sure accessible paths of travel are clearly marked with proper signage.

• Offer orientation to the facility layout for visually impaired customers.

  • When guiding a customer with a visual impairment, describe the layout in detail and alert the customer to changes in level, doorways, and turns in advance.

  • If a customer has a service dog, alert them to the locations of green space and how to access these areas.

Communicate.

• Provide sign language charts for basic hospitality communication at check-in, restaurants bell stands, coffee shops, etc.

• Utilize smart phone features for communicating. (ex: order room service via text).

• Use a larger font for menus and information. Many travelers are older and have some degree of vision limitation.

  • A 16 point font is recommended.

Details.

• If you have buffets, offer cafeteria-style trays and/or personal assistance.

• When delivering room service, allow adequate response time for the guest answer the door.