Assessing hotel inclusivity: a case study evaluation of universal design for older adults and wheelchair users

This study aimed to evaluate the alignment of Universal Design (UD) principles with hotel features while exploring the experiences and needs of various user groups. UD is crucial in public accommodations, creating environments for all to promote inclusivity and functionality. By examining facilitators and barriers, guest expectations, and potential mismatches in UD implementation, the study provides insight into the effectiveness of UD.

In this study, 34 participants (15 young adults, 12 older adults, and 7 wheelchair users) toured a universally designed hotel and participated in a semi-structured interview. The data collected was analyzed to identify the presence of UD features and categorized through thematic latent analysis.

Expectations varied among individuals, revealing fewer universally usable features, especially for wheelchair users. Wheelchair users reported challenges with physical features such as heavy doors, high bed heights, and insufficient maneuvering space. Older adults faced fewer issues but noted difficulties with perceptible information and intuitive navigation. Although supportive design features such as automatic doors and well-placed grab bars were valued, mismatches between user expectations and actual design implementations limited overall usability.

The study highlighted the importance of UD in public accommodations and UD evaluation methods that involve end users, offering a holistic evaluation to capture the genuine voice of individuals with disabilities. The findings reveal the need to integrate end-user perspectives into design evaluations to identify barriers and ensure solutions meet diverse user needs. UD should extend beyond accessibility to consider guest-physical interactions, supportive design elements, and aesthetics, creating an improved user experience.