Hotel accessibility and accommodations for people with disabilities.

The hotel/motel business, otherwise known as the lodging industry, is steadily increasing revenue, room space and room occupation annually. The Lodging industry Profile reported $66 billion in sales, 34 million rooms and 65.2% average occupancy rate for 1994. Between 1993 and 1994, 100,000 rooms were added, $4.3 billion revenue increase was generated and occupancy rate rose by 1.6%. (AHMA. 1995). It appears for one of many reasons (i.e., leisure vacations, attending conference, business travel, family visits or job/residence moves), more people are expected to use some form of lodging in the future. At the present time no published statistics depict how many of the 48 million people in the United States with disabilities participated in contributing to the billions of dollars the lodging industry made in the previous years (U.S. Bureau of the Census, 1992. Since the passing of the Americans With Disabilities Act (ADA) in July of 1990, people with disabilities have been more visible in public due to its nondiscriminatory, total access requirements. This population has now been recognizably vital to the service economy, especially the travel and tourism industry. It is for those reasons that the lodging industry is very much concerned with developing and maintaining comfortable room accommodations, delivering quality service and displaying hospitality to the satisfaction of all its guests.

The major issue in the literature concerning ADA and hotel accessibility and accommodation is "whether hotel owners or operators understand the ADA, what `readily achievable, means in the law, and how far does a company or property have to go to comply with the Americans With Disabilities Act?"

Americans with

Disabilities Act Effect

on the Lodging

industry

Hoteliers are affected by the ADA in two ways: 1)Title I, hiring practices: "which prohibits discrimination against a qualified individual with a disability in job application procedures, hiring, advancing, contracting, compensating and discharging employees, and in other terms, conditions and privileges of employment" (Rovner, 1990, p.2437). 2) Title III of the law, which deals with hotels and motels as public accommodations, generally forbids discrimination on the basis of disability in the full and equal enjoyment of goods, services, facilities, privileges, advantages, and accommodations of any place of public accommodation by any person who owns, leases or operates a place of public accommodation" (Rovner, 1990, p.2440). This section of the law applies to three areas in lodging: exiting hotels, changes to remove architectural and communication barriers "where readily achievable" must be completed by January 26, 1992; hotels that undergo alternations after January 26, 1992,the altered area must meet ADA requirements; and construction of new hotels, if completed application for a final building permit is filed and certified to be completed after January 26, 1992 and first certificate of occupancy for the facility is after January 26, 1993 (Troy, 1992, p.55).

A modification is "readily achievable" if a property can afford to make the change. If a hotel cannot afford to retrofit its facilities, then it must make some other effort to comply with the law (Troy, 1994).

Resources on

Compliance with the

ADA

Because the law specifically does not state accessibility guidelines (i.e., building regulations, equipment, appropriate communication devices, hiring procedures, and service delivery recommendation) hotel owners or operators had to rely on other sources in complying with ADA. In 1991, the U.S. Architectural & Transportation Barriers Compliance Board published ADA Accessibility Guidelines for Buildings and Facilities. Many of these guidelines are based on the American National Standard Institute's (ANSI) document A117.1 - 1980. The Compliance Board published a second updated edition in September 1994. Americans With Disabilities Act Handbook published in 1991 by the Equal Employment Opportunity Commission and U.S. Department of Justice is the official interpretation of the ADA. Books have been published especially geared toward assisting the lodging industry in creating accessible accommodations, Design for Hospitality: Planning for Accessible Hotels & Motels by Thomas Davies, 1988 and Accommodating All Guests: the Americans with Disabilities Act and the Lodging Industry by John Salmen, 1992, with a December 1994 revision. These books cover areas of access (i.e., a path of travel), primary function areas (i.e., hotel lobby, guestrooms, meeting rooms, restaurant, gaming floor, or pool area), communication equipment for sensory impaired and hotel or resort transportation services. Guidelines determining standards of recreation area adjacent to the lodging facility (i.e., golf course, beaches, campgrounds and play areas) did not officially take effect until two years after the establishment of the recreation advisory board in 1993 (Troy, 1994). This board recommends recreation standards for the ADA guidelines. PLAN, Inc. and USDA Forest Service in 1993 published, Universal Access to Outdoor Recreation: A Design Guide. This book supplies detailed descriptions to creating and modifying outdoor recreation areas (i.e., campsites, pools, beaches, fishing stations, parks, etc.). Because guide lines for recreation area access did not become available until after 1992, it was very possible that many recreation facilities adjacent to the lodging facility were not accessible, not in ADA compliance by the July 1992 deadline. Williams (1994) with the American Speech-Language-Hearing Association published a book specifically explaining techniques and equipment to remove communication barriers. Because existing hotel and motel establishments were required to be in compliance by July 1992, the ADA Accessibility Guidelines for Buildings and Facilities, Americans With Disabilities Act Handbook and Design for Hospitality: Planning for Accessible Hotels & Motels books were the only ones available in enough time to help hotel owners or operators make accommodation adjustments before July 1992. No known articles have been published rating the effectiveness in interpreting the guidelines presented in the previous listed publications; also whether hotel owners or operators using a listed publication, following its guidelines was found out of ADA compliance after adjustments were made.

Creating architectural accommodations is just one part of ADA requirements, the discrimination component, deals with a change in attitude. Prior to 1990, little literature in hotel and motel management dealt with hiring or serving individuals with disabilities. Koss (1992) reported most hotel chains have implemented employee training programs understanding the needs of the individual with a disability. In early 1992, Hyatt began a program called "Focus on Abilities," in which all hotel employees underwent training about the ADA. The training covered: understanding the ADA, communications and etiquette awareness, customer service, and supervising and promoting the disabled.

In 1991, Marriott Corporation implemented their training program titled, "Breaking Down Barriers/Working Together," its sessions focus on customer/employee relations, do's and don'ts of the law, and practical questions to ask when conversing with an individual who has a disability. Koss added that in 1991, Choice Hotels held seminars across the country for managers on ADA, Ritz-Carlton conducted sensitivity training for its employees, and Super 8 Motels held information seminars about the ADA. During the Summer months of 1992, Hilton Hotels Corporation created many enhancements to its employment procedures (i.e., retraining human resources personnel about ADA, revising job descriptions and providing accommodations for the hearing-impaired during interview sessions). Some hotel and motel chains learned best how to serve and communicate with people with disabilities from people who actually have some kind of disability. Bond (1991) described how Embassy Suites Inc., obtained the expertise of Paul and Cheryl Duke, co-founders of Opening Door Inc., an agency that encourages companies to improve travel for people with disabilities. Paul Duke, who has Duchenne Muscular Dystrophy, helped Embassy plan and initiate needed structural improvements and staff-training programs, which will be activated in all Embassy properties. "The Doubletree Hotels has learned most from its guests who have disabilities,"(Wagner, 1991, p. 48) states Thomas Trout, director of design and construction. The Doubletree has received many letters of praise. Several of them with recommendations on how to further improve.

No research findings have yet to be published regarding the effectiveness of these training programs on hotel employees or guests with disabilities. This would be beneficial to other lodging chains or independent operators who have not established staff training programs or want to improve staff understanding and delivery of services to guests with disabilities.

Research Findings in

Hotel Accessibility and

Accommodations

Research in the literature primarily focused on surveying hotel and motel operators regarding understanding ADA, following its guidelines and staff sensitivity training.

Seo (1995) conducted "A regional analysis of lodging operators compliance to the 1990 Americans With Disabilities Act, to investigate the current level of compliance with the ADA law by lodging operators in the Minneapolis/St. Paul, Minnesota area. The objectives of this study were to determine the current and future state of compliance with physical access to accommodations for guests with disabilities and determine if facilities and services should be established for guests with disabilities.

A total of 61 properties selected received a questionnaire composed of 64 items. The first group of questionnaire statements covered area of accessible parking spaces, walkways and ramps, entrance, doors, front desk, elevator, guestrooms, and restaurants and meeting rooms. The second group of statements pertained to the possible development of additional facilities and services established for guests with disabilities in the future. Thirty-four out of 61 lodging properties returned the survey questionnaire.

The findings from Seo's 1991 research concluded: It is most evident that as yet, properties are not complying properly with ADA requirements, especially if major expenditures for modifications are expected, such as lowered front desks and roll-in shower rooms, a different economic problem with small hotels and motels. Majority of the properties provide handicapped parking spaces, accessible elevators, warning devices in guestrooms designated for sensory impaired; grab bars in toilet, bathtub, and shower areas; and all amenities located in easy reach (i.e., phones, all switches, remote controls and 24 hour front desk Personal services). Most properties indicated there will be additional facility space and a future plan to modify facility, but this did not relate to accommodations, or services for guests with disabilities, except in eight facilities. The eight facilities planned to purchase TDD phones, portable headset and amplifier, clipboards, pool lifts and modify front area tables, shower area, coat racks, automatic doors, dining area and public restrooms. The study assumption is that a large portion of properties surveyed did not understand the requirements of the ADA, because no reply was given regarding improvement of facilities and services for the guest having a disabilities (pp. 122-125).

This study did not provide evidence as to whether the lodge owners or operators surveyed guests with disabilities to measure customer satisfaction and accessibility of facility. This is where the lodge owner or operator can determine where improvements should be made, especially if confusion exists on how far a company or property has to go to comply with the ADA

Mattlin (1995) focused on a similar study conducted by "One Step Ahead - The Disability Resource." Again a questionnaire was used which asked questions regarding number of accessible rooms, what amenities are in the accessible rooms, handicapped-parking spaces, reservation operators, knowledge about accessible hotel accommodations, and plans to make improvements.

Five out of nine hotel chains participated in the survey, they were Best Western, Embassy Suites, Hilton, Hyatt and Marriott. Hilton and Hyatt were the only chains that mentioned accessible transportation vehicles. All the hotel chains that participated in the survey had fully accessible rooms and common areas, equipment for sensory impaired rooms employee awareness training and by contacting the individual hotel one can receive information on room accessibility and amenities.

Murrmann (1992) investigated the important components of reasonable accommodations for managers in the hospitality industry, and the factors that influence managers, beliefs about reasonable accommodation. In surveying 209 undergraduate and graduate students enrolled in a hospitality program who had management experience, respondents were asked about reasonable accommodations in relation to: 1) changes and alterations of their facilities that influence employee access in the workplace, 2) provision of equipment and devices necessary for an employee to function adequately on the job, and 3) human resource management function that influences employee job performance.

The 209 individuals, view were also evaluated on employment attitudes toward disabled individuals.

The 44-item questionnaire showed that respondents viewed costly facility modifications as more essential than the provision of equipment and devices. A weak relationship existed between total work experience and accommodations, and a significant relationship occurred between experience in working with and supervising disabled employees, and accommodation in human resource management functions. Overall, Murmann (1992) reports, those individuals expressing more positive views about individuals with mental, physical and serious illness disabilities viewed accommodations as more essential than those with more negative views. These attitudes appear to be most strongly related to the essentialness of facility modification, followed by human resource management function, and equipment and devices (pp. 11).

The Guests with a

Disability Perception

of Reasonable

Hotel Access and

Accommodation

Edmund (1993) reports that in October of 1992 more than 500 complaints about ADA violations had been filed with the Justice Department, roughly 20% of them involved hotels and restaurants. The concern many travelers with disabilities have is whether the facility will be accessible enough. Cavinato and Cuckovich (1992) argue, "Motel and restaurants hold out their services as being 'accessible,' when in fact many are less than fully accessible for particular disabilities." There have been known discrepancies in rating accessibility in travel guides. "The Hotel & Travel Index, an agent's directory had scant information about accessibility in its 3,000-plus pages ... AAA's Tour Book and Official Hotel Guide (OHG) lists accessibility information, but what the OHG and AAA call 'accessible' are different" (Edmund, 1993).

There are many more travel books and guides available today describing accessibility and accommodations of tours, hotels, motels, and inns than were available before July 1992. The traveler with a disability has more travel information available, but this does not always mean this information is correct. Whether it is the traveler, tour company or community recreation agency planning the trip, it is common to double or triple check arrangements before leaving.

At the present time no published research is available on guests with disability to determine if lodging facilities are actually meeting their needs. Personal anecdotes have been written within a number of articles (Edmunds, 1993; Ability Network Magazine, Winter 1992; Nelson, 1994 and One Step Ahead, February 1996) and in the book The Real Guide. Able to Travel: True Travel Stories by and for People with Disabilities by Alison Walsh, 1992, that discuss difficulty with lodging facilities claiming to be "accessible." Other articles address awards and acclaim given to various hotel chains from regional and national organizations that serve persons with disabilities for providing quality service and superb accommodations to guests with disabilities (Bond, 1991; Wagner, 1993; Wagner, 1995; and Mattlin, 1995).

There is presently no specific information published regarding facilities, services and amenities by lodging facilities that are preferred by travelers with disabilities. The Digest of Current Lodging Industry Market Research Studies in its January 1992 volume lists categories of interest to the lodging industry: Frequent Travelers and Business Travelers-Factors in Hotel Selection, Hotel Disatisfaction Cause for Non-Return of Frequent Travelers, Top Ten Pet Peeves About Hotels and Travelers, Recommended Changes in Hotels by Year 2000. This data serves as a guideline to understanding the guests' needs, and improving services and accommodations in the lodging industry. The data for these categories were collected from travelers who stayed at a variety of lodging facilities, but this information gave no indication that travelers with disabilities participated in the survey. Having guests with disabilities supply ideas to these particular areas of interest would greatly assist lodging owners and operators in delivering services more efficiently and providing accommodations and amenities applicable to guests needs.

Conclusion

Limited published, quantitative research is available regarding appropriate accommodations and services on ADA compliance in lodging facilities. All of this limited research focuses on lodging owners or operators and their employees perceptions of compliance to ADA and people with disabilities. Adequate data has not been supplied to prove the ADA has improved services. Qualitative reports pertaining to ADA compliance and improvement in services are often supplied by experienced travelers with disabilities, organizations or agencies that serve persons with disabilities, and lodging owners or operators. These groups feel the ADA has greatly improved services, thus making it easier for the guest with a disability to obtain access and to enjoy a pleasant hotel stay. It is quite possible that many hotel chains in their overall evaluation of guests have data on hotel stay satisfaction of guests with disabilities, but have not made this information available to the public.

The suggestion for future research in this area is to focus on the guest with a disability more so than the employee and establishment serving this guest. It is difficult to determine need without asking the person. Consulting with travelers with disabilities to assist in formulating an evaluation form would be beneficial to understanding the guest's ideas of efficient services and accommodations. Another suggestion for research improvement is to publish information regarding preferences of the traveler having disabilities openly, and to increase the quantitative information available to professionals in various industries (i.e., lodging, travel, commercial recreation, etc.), serving people with disabilities and the public. Since the passage of the Americans With Disabilities Act, the lodging industry has greatly improved services to people with disabilities, but this industry can continue to make great strides by including the opinions of travelers with disabilities as important data to determining the future trends of hotel customer satisfaction.

Lorraine Peniston is a therapeutic recreation consultant, project director for surveying recreation facilities in the Northern Mariana Islands and learning disabilities specialist at the University of New Mexico