Hotel Accessibility Details Online Can Be Unreliable, Travel Advisors Say

Before you book a hotel for a family trip, travel advisors say there’s one thing worth confirming by phone: whether the accessibility features listed online are really there.

What you read online about a hotel’s accessibility isn’t always accurate, according to a new report studying accessible travel.

The study, conducted by travel agency Fora, surveyed 1,359 advisors including 910 who have booked accessible travel and 2,592 U.S. adults polled by YouGov. It found that sometimes online listings may promise accessibility features like wheelchair access or an accessible bathroom, but this may not always be reliable.

Fora said that 90% of its advisors who have booked accessible travel say online information about accessibility can be incomplete, outdated or contradictory. Nearly half, 46%, say it is often or always inaccurate.

The study also revealed that 31% of those advisors have had a client arrive at a property to find that a promised accessibility feature was missing or unusable, and 33% also say hotel room and bathroom details are among the hardest to verify.

These findings are especially relevant, with more than half of consumers planning multigenerational trips in the next three years saying someone in their travel group will require accessibility accommodations. The more common are those with limited walking capacity, food allergies or dietary restrictions, medical equipment or medication, not just wheelchair access.

"I think it's a huge misconception to think that accessible travel is niche," said Karen Morales, Fora's Accessible Travel Lead, who uses a wheelchair. According to Morales, it’s more common than one thinks, saying, “I have yet to meet someone who doesn’t have someone in their life that moves a little more slowly, has a food allergy or manages a chronic condition. These are the travelers we book for.”

Many families say they would pay more to get the accessibility they need. Among those planning a multigenerational trip who need an accommodation, 78% say they would, according to the Fora study.

So the next time you decide to book a hotel and need special accommodations, it is advised to call the property directly and confirm the details they promised online, even ask them to confirm this in writing.