About Paralyzed Veterans of America For more than 80 years, Paralyzed Veterans of America (PVA) has helped veterans navigate life after spinal cord injury and disease, including MS and ALS, and challenged the barriers that limit their independence and opportunity. Founded by veterans who returned home to a world that wasn’t built for them, PVA has become a national leader in specialized care, disability rights, accessibility, and independent living. PVA combines lived experience with specialized expertise to deliver personalized support and drive lasting change – not just for veterans, but for all people with disabilities nationwide. Through its 33 Chapters and 70+ offices nationwide, PVA connects veterans to the benefits they’ve earned, advocates for quality VA health care, and champions laws and policies that protect the rights of people with disabilities. From civil rights and adaptive sports to research and education, PVA helps create a world that works for everyone.
Table of Contents: Investing in Accessibility................................................................................................ 2 Online Searches and Reservations............................................................................... 3 PVA Best Practices........................................................................................................... 5 Shuttle Services................................................................................................................. 6 PVA Best Practices .......................................................................................................... 7 Accessible Guest Rooms.................................................................................................. 8 Entries and Pathways..................................................................................................... 8 Beds and Frames............................................................................................................. 9 Room Amenities............................................................................................................11 PVA Best Practices.........................................................................................................12 Accessible Bathrooms....................................................................................................14 Roll-in Showers..............................................................................................................14 Tubs................................................................................................................................15 Toilets, Sinks, and Features..........................................................................................16 PVA Best Practices.........................................................................................................17 Conclusion.........................................................................................................................18
Volume I: Welcoming Mobility Device Users | Page 1
Investing in Accessibility At the core of the hospitality industry is the focus on providing a welcoming environment and services for guests. Unfortunately, some guests – particularly those with mobility disabilities – are excluded from the opportunity to fully engage with these services. People with disabilities represent a growing, underutilized market in the hotel industry. It is essential that hotels notice and remedy barriers that deter guests with disabilities from booking and staying at their hotels. Not only is investing in accessibility the right thing to do, but it is also a smart business decision. Accessible hospitality benefits everyone. Going above and beyond the Americans with Disabilities Act (ADA) or other legal obligations improves the guest experience, increases the clientele the hotel can serve, and sets best practices for other hotels. Hotels should use designs that provide all guests – particularly mobility device users, their families, and their travel companions – an equal and exceptional experience. This PVA guide addresses the main accessibility barriers that mobility device users face. It also provides information on accessibility requirements and offers PVA best practices that hotels can implement in real time to ensure that wheelchair and other mobility device users, along with their caregivers, families, and travel companions have a welcoming, accessible experience. By adopting these best practices, hotels can also promote their brand as an establishment that meets and even exceeds the needs of individuals with mobility disabilities, opens doors to more guests, and increases revenue. Because as one PVA member explained, “finding a hotel that’s truly accessible is a miracle.”
PVA Best Practices in Hotel Accessibility | Page 2
Online Searches and Reservations “I booked an accessible hotel room and received a confirmation of the reservation. I verified with the hotel multiple times prior to traveling. After driving 1,450 miles to my destination, I arrived to find the manager had given my room to a guest without a disability. No other rooms were available, so I ended up driving an additional 50 miles to find an accessible room in a different hotel, finally checking in at midnight.” – Charles, PVA Member
Internet or mobile app searches are usually the first step a person takes when planning a trip, whether it be for business or leisure. A hotel risks losing the business of a guest with a disability before the guest even arrives at the hotel. For a guest who uses a wheelchair or scooter to stay at a hotel, they must be able to find and reserve an accessible room. Inability to find detailed and accurate accessibility information and locate an accessible room that fits their needs can prevent them from traveling or staying at certain hotels. Thus, having this information readily available and making the process of booking an accessible room easier can open the door to new clientele. Third-party websites or apps often include search filters to sort for hotels with certain types of accessibility features. Hotels that include accessibility information online distinguish themselves from other options. Moreover, internet searches can highlight hotels with accessibility information. When a guest can find the pertinent details they need to ensure they can access the hotel and room, they are more likely to book that hotel. When a hotel has accurate accessibility information online or on apps, positive reviews about accessibility features, and markets its accessible features, its return on accessibility investment grows.
Volume I: Welcoming Mobility Device Users | Page 3
Online Searches and Reservations The ADA has specific requirements for reservations, including ensuring that guests can make reservations during the same hours and in the same manner as those not needing accessible rooms. For example, if the hotel offers online reservations, either on websites or apps or third-party websites or apps, accessible rooms must also be reservable with these options. Although hotels may find it easier for guests with disabilities to call the hotel to reserve a room, this does not adhere to the ADA requirements. Guests with disabilities and travel companions may be forced to call many hotels, despite their thorough online research to find a hotel that meets their needs. However, upon arrival, they may still find that the rooms are not accessible or even available. Another ADA requirement is that hotels identify and describe accessible features in the hotels and guest rooms in enough detail to reasonably permit individuals with disabilities to determine if a given hotel or guest room meets their accessibility needs. Despite not being outlined in the law, information generally needed by the guest, at minimum, is: • Bed height and clearance under the bed • Room layout and spacing around the furniture • Bathroom amenities, such as roll-in showers or accessible tubs • Accessible amenities, such as accessible pools, fitness centers, and business centers • Accessible entrances and elevator locations The ADA also requires that wheelchair-accessible rooms be held for guests who need and have booked them. PVA members frequently report arriving at a hotel and finding no available accessible rooms, despite booking the reservation in advance.
PVA Best Practices in Hotel Accessibility | Page 4
PVA Best Practices ψ Maintain, and keep up to date, a technology system for staff to check the accessibility information of rooms and amenities. ψ Add an accessible room filter, including the type of accessible room, such as “wheelchair-accessible room,” to all hotel reservation websites and mobile apps so guests who use a mobility device can easily find and reserve a room that meets their needs. ψ Make all accessibility information and resources easy to find on websites and apps to minimize the time needed for a guest to identify an accessible room and encourage reservations. ψ Ensure online reservation systems, hotel and third-party websites, and apps include accurate accessibility information on all hotel accessibility offerings, such as the type of accessible bathrooms (a roll-in shower or an accessible tub), bed height, type of bed frame, and more. Be sure to also list which amenities have accessibility options, such as whether the pool has a lift. Do not list general terms, such as “accessible” or “wheelchair accessible,” provide detailed information instead. ψ Publish information about local accessible parking and transportation options. ψ Use technology programs that block off the room reserved by a person with a disability. For example, if the guest reserved a room with an accessible tub, the program should hold that specific room for the guest.
Volume I: Welcoming Mobility Device Users | Page 5
Shuttle Services
“It took me four hours to fly 3,000 miles across the country and an additional two hours just to find accessible transportation to my hotel one mile away all because the hotel swore their shuttle was accessible, but it was broken. Even worse, the hotel told me that an accessible shuttle was coming, but it never arrived.” – Lee, Retired PVA Staff Member and Wheelchair User
People with mobility disabilities often have frustrating experiences when hotels do not have accessible shuttle options. Once a guest finds an accessible room that meets their needs, they must have transportation to the hotel. When a hotel offers transportation, such as a shuttle to and from the airport or special attractions, the ADA requires accessible options for people with mobility disabilities. Even when told the hotel’s shuttle is wheelchair accessible, many experience nonfunctioning wheelchair lifts, drivers who do not know how to operate the lift, or shuttle drivers who have no knowledge of how to assist wheelchair or scooter users. If the hotel offers a shuttle, the shuttle should have a functioning wheelchair lift, and the driver must know how to operate it. If the shuttle is not wheelchair accessible, then another accessible transportation option must be offered with the same hours and wait times.
PVA Best Practices in Hotel Accessibility | Page 6
PVA Best Practices ψ Inspect all shuttle wheelchair lifts regularly to ensure their functionality. ψ Train all shuttle drivers on how to use the lift and assist guests with disabilities. Be sure drivers always ask the guest if they need assistance prior to helping. ψ Partner with a company that has wheelchair-accessible vehicles (WAVs) if the hotel shuttle is inaccessible, cannot be procured, or the lift is not working. ψ List accessible transportation options in the area on your website, such as ride-share services that offer accessible options, if the hotel does not offer any airport transportation services. ψ Ensure staff is always knowledgeable about the different, local wheelchair-accessible transportation options.
Volume I: Welcoming Mobility Device Users | Page 7
Accessible Guest Rooms Accessible guest rooms play a central part in making travel possible and enjoyable for people with mobility disabilities. They can also make or break their hotel experience, particularly wheelchair and scooter users. Although the ADA covers many parts of the physical design for public areas, the requirements do not address every element of a wheelchairaccessible hotel room. Factors like furniture placement, bed height, and access to room features matter and can affect a guest’s ability to move around safely, comfortably, and independently. When these details are overlooked, a room may be deemed “accessible” but still fall short of meeting guests’ needs.
Entries and Pathways
“The closet was built out, along with the desk and the TV. I could not get my scooter between the two beds, so I was literally stuck at the door. We moved the chair around so I could try to be a little more comfortable and at least get into the chair. I ended up sliding completely off and landed on my leg, breaking it.” – Sandy, PVA Member
First, how a guest enters their room must be considered. Care should also be taken when planning the layout of both fixed and moveable furniture and amenities. When designing the layout of the room, hotels must consider the spacing around all objects, including the bed, desk, chairs, and other furniture. Under the ADA, there must be clear floor space for any paths of travel or around furniture.
PVA Best Practices in Hotel Accessibility | Page 8
Better Understanding the Lived Experience • Mobility devices vary in size and maneuverability, and some require more space to navigate a room safely and comfortably. • Poor furniture placement can create unnecessary barriers, restrict access, and compromise the safety and independence of guests with mobility disabilities - particularly powerchair users. • Keys can create challenges for guests with limited hand strength or manual dexterity, as turning or twisting a key may be difficult. • Carpet can create resistance for wheelchair users, making it harder to propel or maneuver their chairs. The thicker and plusher the carpet, the greater the physical effort required, contributing to muscle strain, fatigue, and pain. • Carpet can also create instability and increase the risks of trips and falls for guests who use walkers, canes, or crutches.
Beds and Frames “The height of the bed is the biggest issue. There’s no way to be independent. It is next to impossible to make the transfer in or out of the bed.” – Tom, PVA Member
Although there are no requirements that specify the height of the hotel bed, beds should always be at a low enough height that allows guests to independently transfer onto the bed from a wheelchair. There must also be space underneath the bed frame if the guest uses a lift. If hotel bed heights are not considered in designing the room, a guest may have to travel with a companion solely to assist them in transferring onto the bed. The average bed height in an accessible room ranges from 23 inches to 27 inches, which can be too high for many wheelchair users to transfer onto. For those who use manual wheelchairs, a lower bed is preferable to transfer from their chair onto the bed. The maximum height of a hotel bed should be 25 inches, which would work best for most travelers, with an open frame. Lower beds can also be easier for older adults with limited mobility.
Volume I: Welcoming Mobility Device Users | Page 9
Accessible Guest Rooms
Some wheelchair users rely on devices, such as a mechanical lift, to transfer onto the bed. The lifts require open frame beds with space underneath for the base of the lift. A mechanical lift may use a U-shaped base, an overhead bar, and a sling that work together to lift, reposition, and lower an individual onto a bed. Due to the base’s legs, there must be clear floor space underneath the bed to position the lift. Personnel should be readily available to assist with raising the bed. When beds and frames are not considered, it sends a message to people with mobility disabilities that their needs, comfort, and independence are not a priority. It can also force them to sleep in their wheelchairs, on floors, and on sofas. Some are even forced, to check out of their hotel early, or abandon their travel plans altogether. One PVA member was even forced to use telephone books to create a stool to get onto the bed because it was so high. PVA Best Practices in Hotel Accessibility | Page 10
Accessible Guest Rooms
Room Amenities Under the ADA, all operable parts of the rooms and doors should be within reach from a seated position and operable with one hand, without tight grasping, pinching, or twisting of the wrist. This includes the security latches or bolts, drapery wands, controls on fixed lamps, and HVAC units. Ensure that all controls have space for a wheelchair or scooter user to access them by either front or side approach. Often, HVAC units are placed on a far wall, with furniture obstructing access. For guests to reach them, there must be an accessible path to the unit and clear floor space around the controls. Thermostat controls should be placed within an accessible reach. In addition, the hotel can consider using technology, such as an electronic control panel or app, for the guest to operate all features of the room. All other controls and amenities of the room must also be easily accessible and within reach. Although not required under the ADA, there should be ample electrical outlets around the room, which are unobstructed. Additionally, bedside outlets should be provided on the top of the nightstands, rather than behind them. Many closets have overlapping sliding doors or a bifold door, limiting access to enter the closet with a wheelchair. Instead, use open air closets and shelves where a guest can roll under the hangers or place their clothes onto the shelves. It is also beneficial to add a mix of closet rods for different types of clothing that may need to be hung, such as a long dress and tops. Making these modifications to the room will create a more welcoming, accessible, and enjoyable experience for guests during their stay.
Volume I: Welcoming Mobility Device Users | Page 11
PVA Best Practices Entries and Pathways ψ Install doors that can be opened with a key card and a push-down handle. Consider powerchairs in the design and furniture placement in accessible rooms. ψ Design the door and entryway to be as wide as possible for sufficient space for a mobility device user and an assistant to enter the doorway with luggage. ψ Have a straight path from the door through the room. ψ Remove unnecessary furniture and use light furniture that can be removed upon request. If a guest asks that furniture be removed, staff must readily be available to accommodate the guest’s needs.
Beds and Frames ψ Ensure the top of the bed is no higher than 25 inches from the floor. Do not use memory foam mattresses, form-fitting mattresses, or tall box springs that cause the bed to be too high or difficult to transfer onto from a wheelchair. ψ Use open bed frames with at least 6 inches of space underneath the frame for a guest to use a lift to transfer onto the bed. Also consider using bed frames that can be put onto blocks, or other bed risers, to raise the bed. ψ Ensure ample space around all beds for a power wheelchair or scooter to maneuver in a room, including those with multiple beds.
PVA Best Practices in Hotel Accessibility | Page 12
PVA Best Practices Room Amenities ψ Make all controls or features in the room accessible - free from barriers, and low enough that a seated person can reach them. Consider using power switches for easy use. ψ Ensure security bolts and peepholes are low enough that a seated person can see through the hole and lock the door. ψ Ensure at least some electrical and charging outlets are within reach of the bed. ψ Use closets without doors and open-air shelves that allow a person to roll a wheelchair under the rod and use the shelves. ψ Ensure all safes, refrigerators, microwaves, and other features are no lower than 15 inches and no higher than 48 inches from the floor. Again, use buttons, instead of twist knobs, on features. ψ Use an empty wheelchair to test the room’s accessibility. Alternatively, you may also contact a local disability access organization that has experience in wheelchair access.
Volume I: Welcoming Mobility Device Users | Page 13
Accessible Bathrooms Accessible bathrooms are essential to ensuring people with disabilities can travel and participate in life events, yet they remain a major issue for guests with mobility disabilities. For wheelchair and scooter users, features such as roll-in showers, accessible tubs, sinks, and reachable fixtures are critical to maintaining independence, privacy, and dignity. When these elements are missing or poorly designed, something as routine as showering can become a challenge, affecting the overall comfort and enjoyment of a hotel stay.
Roll-in Showers Accessible rooms generally offer either an accessible tub or a roll-in shower, with many guests preferring the latter. Due to limited availability, guests who need a roll-in shower often must laboriously search for a room with this amenity. But, even after booking a room with a roll-in shower, upon arrival, they may find that their room was given to another guest or that their roll-in shower is actually a tub. When this happens, the guest may not be able to bathe during their entire stay. When hotels have a limited number of roll-in showers and mostly use accessible tubs, it causes major barriers for guests who use wheelchairs. In addition, it is important that the roll-in shower surface not have curbs or lips that impede the wheelchair from rolling into the shower. Many travelers report water floods when using roll-in showers because the floor does not slope properly or drain well. There are some showers with a low cushioned lip on them that can be wheeled over but keep the water inside the shower.
PVA Best Practices in Hotel Accessibility | Page 14
Accessible Bathrooms While there are standard size dimensions for roll-in showers, there is no universal placement for shower benches, hand controls, soap dishes, etc. Ideally a folding bench would be attached to the wall, folded up so users may choose to use it or not. L-shaped seats provide additional support and stability. The hand controls should be easy to use and placed on the side of the wall so a user may turn them on without water spraying on them. If there is a shower bench, it is essential that the shower controls are in a position that they are reachable for seated guest. A horizontal grab bar should always be installed alongside the shower seat, but not behind it, to aid with a transfer. In addition, there should also be a horizontal grab bar on the wall opposite the seat. The handheld shower head should be within reach and hang down so it is easy to grab. A longer length shower hose is better for all users, especially if they need to use a shower chair on wheels, and guests can adjust the temperature of the water prior to getting wet. A guest would not want the water to be ice cold or piping hot after transferring. Having a reachable shower head and controls allows them to have a comfortable temperature prior to bathing.
Tubs Accessible tubs generally feature grab bars on the walls of the tub, or the bench if it’s a new build, and a handheld shower head. Benches may be permanent or removable. The placement of the water controls should always be reachable for a guest seated on the bench and easily operable with one hand. Installing the controls on the side of the wall allows better access and all features must be reachable, including any dispensers.
Volume I: Welcoming Mobility Device Users | Page 15
Accessible Bathrooms
Toilets, Sinks, and Features When toilets are not properly placed, wheelchair users risk falling during transfers. Allow space for stationary commode chairs, that can be clamped to the toilet and fit over the seat. Provide ample space, but still have reachable grab bars. The toilet seat should be at a height for easy transfers, centered from the adjacent side wall, and with horizontal grab bars for stabilization and assistance during transfers from wheelchairs and other mobility devices. Another grab bar should be installed along the wall behind the toilet. The toilet paper dispensers must be within easy reach and can be located below or above, but not behind the grab bars. The sink should be reachable from a seated position, with knee clearance under the front edge to allow wheelchairs to move under and use the faucet. But always make sure that any piping is covered and not exposed. The faucet hardware should also be easily operable and usable with one hand. When designing accessible restrooms, remember that a guest may be in a seated position. Think about the placement of the mirrors, toilet paper dispensers, towel racks, wall hooks, hair dryers, and soap dispensers. Any towel hooks and bars should be low enough that a seated person can reach them.
PVA Best Practices in Hotel Accessibility | Page 16
PVA Best Practices ψ Design bathroom doors and interior dimensions to be as wide as possible for a wheelchair user to enter, maneuver, and turn around. The space should also be wide enough for someone to assist the guest.
Roll-in Showers ψ Offer more accessible rooms with roll-in showers than required since many guests prefer them. ψ Use large showers with small lips and proper slopes and drains that keep the shower from flooding for roll in showers. Ensure they are not too high for a wheelchair to roll over.
Tubs ψ Install accessible tubs that have a removable bench that is sturdy and easy to clean with water controls on the side wall so the guest can control the temperature and water.
Toilets, Sinks, and Features ψ Ensure all bathroom amenities are reachable and lowered for guests in a seated position. ψ Place wastebaskets and other floor objects slightly under the sink, to the side, or against a wall to keep the floor space clear. ψ Never use fluffy or thick rugs as they can get stuck in the wheels of a mobility device and, potentially, cause the guest to fall.
Volume I: Welcoming Mobility Device Users | Page 17
Conclusion Investing in accessibility across every aspect of the guest experience makes good business sense. When guests with mobility disabilities feel welcomed and their needs are met, they are more likely to return, recommend the hotel to others, and share positive experiences through online reviews. This not only helps hotels build customer loyalty and attract more guests but also strengthens their reputation and overall brand. By adopting and sharing PVA’s best practices, hotels can help raise awareness, improve guest experience, and move the hospitality industry toward a more accessible and welcoming future. After all, creating an environment where everyone feels valued and accommodated is a win-win for guests and hotels alike. To learn more about PVA and its efforts to advance accessibility for disabled veterans and all people with disabilities, visit PVA.org.
Questions Regarding Access? Contact PVA! If you have questions about making your hotel more accessible, contact Paralyzed Veterans of America. PVA can provide information on accessibility requirements or best practices. • Need assistance with general ADA questions and requirements? The PVA Advocacy team can be reached at PVAadvocacy@PVA.org. • For questions regarding built environment, contact our Architecture team at PVAarchitecture@PVA.org. • Looking for advice for accessible events and meeting spaces? Our Meetings team can offer guidance at PVAmeetings@PVA.org. PVA supports all hotels in their dedication to providing guests and event attendees with disabilities equal access and enjoyment of all their facilities and services.
PVA Best Practices in Hotel Accessibility | Page 18
1875 Eye Street, Suite 1100 Washington, DC 20006 (800) 424-8200 •.PVA.org