Questions to ask a hotel about access and practical support

Two rooms described in the same way can have very different layouts. A step-free entrance does not tell you about the bathroom, a lift does not confirm the usable doorway width, and a quiet location does not explain how emergency information is communicated. Ask about the parts of the stay that matter to you.

1. Start with the arrangement you need

Write a short list of essentials and preferences. Essentials are the features you need to make the stay workable; preferences are things that would make it more comfortable. You might need a step-free route to the room, a particular bed arrangement, visual alerts, written information or a place to rest away from busy shared areas.

Describe the practical requirement without sending medical records. If measurements matter, use the dimensions relevant to your equipment and the space you need to use it. Ask the hotel to answer for the exact room type proposed and the dates of your stay.

2. Trace the route from arrival to the places you will use

Start at the vehicle drop-off and follow the journey through the entrance, reception, lift and corridor. Ask about steps, thresholds, surfaces, gradients, narrow points and any doors that require staff assistance. Check whether an alternative entrance has restricted hours or needs someone to unlock it.

• Is there a continuous step-free route from the drop-off to the room, dining area and other facilities you plan to use?
• What are the clear doorway widths and internal dimensions of any lift on that route?
• Are there places to sit while waiting, and can arrival information be provided in your preferred format?
• Is building work, a lift closure or a temporary route change expected during the stay?

If the hotel proposes a transfer, check it separately. Ask about vehicle access, luggage and equipment space, boarding arrangements and any assistance that must be booked. A suitable hotel room does not establish that the transport will work for you.

3. Ask about the exact bedroom and bathroom

Request recent, clearly labelled photographs or a short video of the proposed layout. Ask for measurements where necessary, including the clear entrance and bathroom door openings, bed height and space beside the bed. Establish whether furniture can be moved and whether connecting or nearby rooms can be confirmed if someone is travelling with you.

For the bathroom, ask about the shower entrance and any lip or step, toilet position, available transfer space, grab rail positions and the type of seat if one is offered. Ask whether a seat is fixed or movable and which details the supplier can confirm. Do not assume that an item shown in a promotional photograph will be in your room.

Hotel information helps you decide whether the arrangement fits. It does not replace an individual assessment, and this guide does not certify any room, property or piece of equipment.

4. Clarify communication, equipment and staff assistance

Ask how the hotel communicates important information and how you can reach staff during the day and overnight. Depending on your preferences, you may want written instructions, larger text, a quieter check-in, a visual alert arrangement or information in a particular language.

Ask the property to explain its emergency arrangements and what assistance can actually be provided. For any equipment or additional service, establish who supplies it, whether it is reserved for your stay, the cost, the setup responsibilities and what happens if it is unavailable. Hotel staff assistance and personal care are different arrangements; confirm the scope instead of assuming either is included.

5. Turn a helpful answer into a usable confirmation

Keep replies in one place. Record the room type, the person or department confirming it, the date and any outstanding questions. If the answer is only “yes, accessible”, follow up with the two or three details you still need.

• Can the specified room and agreed features be recorded on the reservation?
• What is confirmed, and what is still a request subject to availability?
• If the room or an essential feature changes, who will contact you and what options apply under the booking terms?
• When should the important arrangements be reconfirmed before arrival?

If an essential answer remains unknown, pause that booking decision and compare alternatives. You are entitled to ask for enough practical information to make your own choice.

6. Use a checklist you can adapt

The hotel accessibility enquiry checklist brings these questions into one printable HTML page. Select the relevant questions and adapt the sample enquiry. No account or personal information is needed to use it.

For background on inclusive travel information, see UN Tourism’s accessible tourism resources. For your own trip, tell Travelaux which arrangements matter. Specific hotel, transport and support details need individual supplier confirmation before you commit.