Inclusive Tourism Marketing Toolkit Create an...

Inclusive Tourism Marketing ToolkitCreate an Accessibility Guide

Workbook for collecting key information onAccommodation and Resorts

Prepared by Travability Pty. Ltd. Phone 0417 690 533 Email [email protected]

Accessibility Guide Workbook - Version 2.0 © Travability 2018

What is Inclusive Tourism?

All sorts of terms have been used to describe this growing market from Barrier Free Tourism in the United Kingdom, Accessible Tourism in Australia, Access Tourism in New Zealand. All of those terms have their foundations based on the physical term of “access” More often than not those expressions also have a narrow interpretation as people think of them applying only to travelers with a mobility related disability.More correctly what we are describing in talking about Inclusive Tourism is an environment where people of all ages and abilities are felt welcome and wanted as customers and guests.

Market Size

In the first piece of new research into the Australian domestic Accessible Tourism market in nearly 10 years, MyTravelResearch were commissioned to do both a qualitative and qualitative study with the aim of determining the current value of the market, the latent demand and the key barriers preventing travel for people with a disability. The research was released in February 2018.

An estimate of the size of the current accessible tourism sector for overnight and/or day trip travel is around 1.3 million individuals, or 7% of the total Australian adult population. However, as many people with a disability travel with others, especially when they need to travel with a carer, a multiplier of 2.45 (overnight) or 2.62 (day trips) needs to be applied. By this measure, 14% of the Australian population (an estimated 3.4 million people) has need of accessible tourism experiences and services for an overnight and/or day trip.

An estimate of annual expenditure by tourists with a disability (both overnight and day) based on NVS data would be around $3.2 billion annually (of which $2.7 billion is overnight spend and $546 million is day trip spend). Again, the multiplier of those travelling with a person with a disability means the true value of the sector could be as high as $8.0 billion for the domestic market, which when added to the estimated inbound market for accessible tourism of $2.8 billion (not part of the research) the contribution of Accessible Tourism to the Australian Visitor Economy is $10.8 billion. That is greater than the $10.2 billion spend by Chinese tourists inbound to Australia.

“American adults with disabilities or reduced mobility currently spend an average of $13. 6 billion a year on travel. Creating accessible cruise ships, accessible ship terminals, accessible ground transportation, and accessible tourist destinations is not charity. It is just good business.”Dr Scott Rains. a US expert on disability issues

Enhance your Utilisation by providing the right information

The Victorian Competition and Efficiency Commission’s draft report on the barriers facing Victorian Tourism expressed some concern over the cost and lack of utilisation of accessible rooms. A review of the accessibility requirements, however, argued business could address this low use of accessible rooms by more carefully designing accessible rooms, educating staff and better marketing to older people as well as people with a disability.Customers who have specific access needs are part of every tourism “segment”. Their interests are as wide as any other


group of people. They may be looking for mountain adventures, concert performances, a seat at the AFL Grand Final, a honeymoon hotel or a business lunch. In business terms, they are simply ‘customers’ but they need good access – otherwise they will choose to go elsewhere. They also travel with family and friends so you could not just be losing one customer but potentially many more. It is about gaining market share.Key elements are:• Don’t say you are “accessible” accessibility means different

things to different people. Provide detailed information and photographs so that potential visitors can make an informed decision as to whether your facility is suitable for their particular needs.

• Don’t assume all disabilities are the same• Don’t hide the information, put it where the rest of the facility information is. Create an

Accessibility Guide page on your web site and link to it from other information pages. Use photographs of your accessible facilities as outlined in the workbook.

• Include people with a disability in your general marketing and imagery.

Purpose of this guideDesign that caters for the needs of everyone is formally known as Universal Design or Design for All. Sometimes the smallest things like providing a walking stick holder at your reception desk, making sure planter boxes are not placed below lift call buttons and ensuring bathroom and kitchen taps provide purchase for those with a poor grip, can make a huge difference to the experience of your guests. This guide encourages owners and operators to take a fresh look at their premises from the point of view of someone with a disability. Further, good design for someone with a disability is better design for everyone and will be appreciated by young families with prams and pushers, the elderly and for businessmen with heavy suitcases. The Scandic case study, on the following page, shows how providing a design that caters for everyone results in commercial returns, by increased utilization and customer satisfaction and loyalty.

The workbook is not a statutory audit checklist, it is designed to be used as a “walkthrough” tool to enable you to collect information on your facilities. It collects the sort of data that is important to a various range of disabilities and will allow people with a disability to make an informed decision as to whether a facility is suitable for them or not.

Most of the data collected with this guide should be available on your web site. The best facilities will remain invisible to your potential customers if they are not promoted. Terms such as “we have an accessible room” is largely meaningless as is the simple use of the “wheelchair” disability symbol. Having a tag line of “call us for accessibility information” is putting potential customers at a disadvantage over other customers searching on the internet and potentially putting your establishment at a competitive disadvantage over your competitors. If you have an in-house booking system make sure your accessible room or other facilities are “bookable” and once booked that it is guaranteed.

Further AssistanceIf you require further assistance in conducting an audit of your facility or in putting together your Accessibility Guide contact us at [email protected]


Improved accessibility – a commercial success for Scandic Scandic is intensifying its successful focus on improved accessibility. This year, over 100 new rooms for disabled will be added to the portfolio and 2012 there will be even more to meet the large and growing demand. More and more companies and organisations seek rooms and conference facilities that are accessible to all. At the same time the numbers of older, active private travellers who are attracted by improved accessibility are increasing. Improving accessibility has proven to be a commercial success for Scandic, the Nordic region’s leading hotel chain.

Design for All is a key concept in Scandic’s accessibility work. The aim is for the rooms for disabled to be just as well designed as any other room, with practical solutions that go almost unnoticed, except by those who really need them. Hooks, mirrors and keyholes at two heights are appreciated by children, short adults and those who use a wheelchair. Height-adjustable beds and extra spacious bathrooms are popular with all guests. Scandic’s comprehensive 110-point accessibility programme covers everything from team member training to adapted rooms and extensive, detailed accessibility information on every hotel’s website.

“When we take over a hotel, we implement our accessibility programme within three months and, after just one year, we tend to notice more bookings from private guests and from companies and organisations, thanks to our accessibility work. This gives us a clear competitive advantage and, as well as showing our commitment to social responsibility, we see major commercial benefits in being accessible to all,” relates Anders Ehrling, President and CEO of Scandic.

New hotels require smart new solutionsA lowered reception desk for wheelchair users, a guest computer in the lobby at a comfortable height for a wheelchair and an ordinary chair, a hearing loop in conference facilities and reception, and vibrating alarm clocks that also hear the fire alarms are just some examples of smart solutions that ensure a high level of accessibility. Scandic’s accessibility work remains a core focus in its new and refurbished hotels, with numerous examples of best practice:With Scandic Victoria Tower, the new spectacular 34-floor hotel in Kista, Stockholm, Scandic shows that it is perfectly possible to offer rooms for disabled with fantastic views high up in the building, with the help of fire-safe elevators that allow wheelchair users to evacuate the building easily.The flagship Scandic Grand Central opening soon in central Stockholm (Oct 2011) proves that it is also possible to incorporate accessibility into a 130-year-old property.This year Scandic Sydhavnen in Copenhagen will become Scandic’s most accessible hotel in Denmark, offering 11 new rooms for disabled and reception, restaurant and conference area all on the entrance level, with easy access from the car park.

“We have worked hard on accessibility for eight years and learned a great deal about these complex issues, but there is of course plenty still to do,” states Magnus Berglund, Disability Ambassador at Scandic. “We have entered an exciting phase, where interest and bookings show our accessibility work is appreciated by many more people than just the guests with a disability.”

Photographer: Jonas Hessman


The Spirit of Inclusive Travel

I travel because I want my mind and my heart and my soul to overcome the boundaries that my body now feels. I travel in spite of the fact that it is “inconvenient” in that I am unable to walk onto the plane or to simply stand up and use the bathroom when needed, or that I have to spend innumerable hours planning and seeking out where I may be able to go in a wheelchair; what I will be able to see and where will accommodate me once I reach my chosen destination. I travel because to do so puts me in the realm of saying “HA! Look at me now!” I can do and be and see and experience this wonderful world. I CAN taste, smell, delight in the people and remarkable sights and win in the battle of my body

over my spirit.

I was a dancer and I was 18 when I crashed my car in front of the Mormon Chapel on the Maryland beltway. I broke my neck and was told I will never move from the neck down again. Yet, I heard a voice as I lay alone in the night..-

”you will not be able to move your legs..but it will not be permanent and there is a purpose”

I accepted this, moved on and regained the use of my arms and hands…just like the voice said.

So I go--and I relish in the next trip--the next challenge that I WILL over come. I am not a wheelchair sports jock-never raced in my chair or played tennis or rugby or wheelchair basketball. Travel and love is how I survive. I take my love and my will with me and I look strangers in strange lands in the eye as I roll by and I am saying to myself and to everyone who sees me that WE are not pathetic, sad, miserable cripples…

WE are here and we want to share the world with you….it is up to me to show you I will come--it is up to you to show me I am welcome.

Deborah DavisAs published in the New York Times.

Having fun in the Everglades

Deborah in Stockholm


Self Audit Tool

BUILDING ENTRANCEIs designated disabled parking provided near the reception entrance?What is the distance from the entrance?Is it under cover?

Yes/Nom

Yes/NoAre there any steps to the main entrance? Yes/No

NumberHand Rail No

One SideBoth Sides

Contrast Edge marking Yes/NoIs there a ramp to the main entrance? Yes/No

Width cmSlopeCross slope

1/1/

Handrail NoOne SideBoth SidesHeight cm

What is the width of the clear opening space at the main entrance door? cmDoor Type?

ManualAutomatic Revolving with alternative side-hung manual doorRevolving with NO alternative side-hung manual doorOther

Tick at least one

FOYERIs there clear access to reception? Yes/NoIs the signage clear and contrasting print? Yes/NoIs there a lowered section of the reception desk? Yes/NoIs a walking stick rack provided? Yes/NoIs seating provided in the foyer? Yes/NoIs assistance with luggage available? Yes/No

LIFTIs there a lift?

If “No” please go to next sectionYes/No

What is the width of the clear opening space at the lift-door? cmWhat is the internal width of the lift? cmWhat is the internal depth of the lift? cmIs there a verbal announcement for stops at each floor? Yes/NoDo the lift buttons have raised numbers or letters? Yes/NoAre the lift foyer buttons within easy reach? (ie not obstructed by planter boxes or other floor decorations)

Yes/No


ACCESS TO PUBLIC AREASIs there level access (with no steps or thresholds), or access by a ramp or lift to public areas:

• Dining• Bar• Lounge• Swimming Pool• Beach• Sports Area• Terrace• Garden• Picnic Facilities• BBQ• Other (Please List)

Yes/No

Photos of each main area.

BREAKFAST / DINING ROOMIs there level access (with no steps or thresholds), or by ramp or lift to the breakfast / dining-room?

Yes/No

Photos of entrance tables and servery

What is the width of the clear opening space at the entrance door to the breakfast / dining-room? cmIs there a choice of dining tables with moveable chairs and access?

Yes/No

GUEST ROOMSAre there rooms, with en-suite bathrooms, intended for guests who use a wheelchair? If “YES” please complete all questions in the following two sections). If “No” please go to SPECIAL SERVICES section below

Yes/No

Is designated disabled parking provided for each room?Distance from room?Is it undercover?

Yes/Nom

Yes/NoHow many rooms are available for guests who use a wheelchair?

• Standard• Deluxe• Executive• Suite• Other

Do these rooms have level access (including access by a ramp or lift) from the entrance of the establishment to door of the guest room?

Yes/No


What is the width of the clear opening of the bedroom door? cm

Entrance from interior vestibule

Can the bedroom furniture be re-arranged, if requested by the guest?

Yes/No

What is the widest free space at the side of the bed? cmWhich types of beds are available in rooms for wheelchair users?

• One double/queen bed/king bed• One single bed• Two single beds• Two double/queen• One double/queen and one single• Other (Please describe)

(tick at least one)

Photo of each layout

What is the height of the bed from the floor to the top of the mattress? cmWhat is the clear space height from the floor to under the bed base? cmWhat is the height to the top of the desk? cmWhat is the clear space height from the floor to under the top of the desk? cmWhat is the height of the clothes rail in the wardrobe? cmElectrical switches

• Is there a free power outlet near the bed?• What is the height of the light switches?• What is the height of the power outlets?• Is there a master switch in the bedside unit?

Yes/No cmcm

Yes/No

EN-SUITE BATHROOM FOR WHEELCHAIR USERSWhat is the width of the clear opening of the bathroom door?Is the bathroom entrance level with the adjacent floor?

cmYes/No

Photos showing shower, bath, toilet, circulation space and basin.

Is there a separate shower with level access (no raised shower tray or step-up)?

Yes/No

If there is a raised or sunk shower tray, what is the height of the step into it? cmIf it is a shower cubicle, what is the clear opening space of the door? cmIs a fixed shower seat or shower chair provided? Yes/NoAre there handrails for support beside the shower? Yes/NoIf there is a shower seat, what height is it from the floor? cmAre there handrails for support beside the toilet? Yes/No

Fixed or HingedWhat is the width of the widest floor space at the side of the toilet cmWhat is the length of the floor space in front of the toilet cmWhat is the height of the toilet seat from the floor? cmIs there an emergency call system in the bathroom? Yes/No


Is there is a bath?What is the height of the rim from the floor?What is the depth of the bath floor from the rim?

Yes/Nocmcm

If there are grab bars or handrails, at what height are they? cmWhat is the height of the sink? cmWhat is the height from the floor to the bottom of the sink? cmWhat is the height from the floor to the base of the mirror? cmIs there an adjustable magnifying mirror? Yes/No

KITCHENETTE/KITCHENDoes your accommodation have a kitchen/kitchenette?If “no” go to “Special Services”All measurements are from floor level

Yes/No

Photo/s showing kitchen layout and appliances

What is the height of the bench tops? cmWhat is the width of the bench tops? cmWhat is the width of the working space? cmWhat is the height is the hot plate? cmWhat are the height of the hotplate controls? cmWhat is the height of the oven if provided? cmWhat is the height of the microwave if provided? cmWhat is the height of the cupboards containing:

• Cooking equipment?• Cutlery?• Crockery?

cmcmcm

What is the height of the power outlets? cm

SPECIAL SERVICESIs 24-hour guest service provided? Yes/NoAre service dogs allowed in your premises?If service dogs are allowed in your premises, are they allowed to stay in bedrooms?If not is there a special pet enclosure?

Yes/NoYes/No

Yes/NoDo you provide services for guests with hearing impairments?

• Text telephone• Emergency call system with vibrating pads (if fire

alarm is activated)• Emergency call system with flashing lights (if fire

alarm is activated)• Other (please describe)

• None of the above

(Please tick)


Can your catering staff provide meals for guests with special dietary requirements?

• Sugar free (diabetic)• Gluten free (celiacs)• Lactose free (diary free)• Low fat and fibre with no gastric content• Low potassium• Low sodium• Nut free• Additive free• Organic• Vegetarian• Vegan• Kosher• Halal• Other (please list below)


(Please tick those that apply)

Do you provide services for guests with asthma or allergies?

• Non-smoking rooms• Rooms with non-allergic bedding (e.g. non-feather

pillows)• Rooms with no fitted carpets,…• Non-smoking area in the bar/restaurant/…• Other (please describe)


(Please tick)

Do you provide services for guests with visual impairments?

• Contrast markings on glass doors and full-height windows

• Guest information in large print format• Restaurant/bar menus/bar prices available in large print

format• Well lit areas of restaurants and bars• Tactile route within or outside the premises• Audible alarm system • Other:


(Please tick)

Do you provide other special services for elderly and/or disabled guests?If yes please describe

Yes/No


Do you provide disability equipment for guest use?• Commode chairs• Shower/bath chairs• Lifts• Beach/pool wheelchairs• Pool lift• Other (please describe)

(Please tick)

Photos of each piece of equipment.

Do you have information on accessible local attractions and things to do?

• Theatres• Restaurants, cafes and bars• Parks and Gardens• Beaches• Recreation facilities• Tours• Fishing areas• Accessible/easy walks• Points of interest

Yes/No

Photos of accessible attractions will make your facility more attractive to travellers with a disability

Do you have information on accessible local public transport?

• Trains• Trams• Buses• Taxis

Yes/No


Picture Taking GuideWhen taking pictures of spaces it is important to show as much of the space as possible to give an impression of the size of the space and the layout of the room. Wide angle lenses give the best result. Always show the entry and doors as well as paths of access.

When taking internal shots use a HDR setting on your camera or phone if it has one. HDR takes several images at different exposures and then “stitches” the images together to reduce extremes of highlights and shadows. Use of this setting reveals more detail especially areas around and under wash basins or vanities.

When taking pictures that include people your creating an image that markets your property.

Technical Information

• Use the high resolution (largest image size) your camera or phone is capable of

• Use the highest quality setting (min file compression) eg Large Super Fine (LSF)

• Always download your images at original quality

• Save your images in a folder on your computer in the original format and don’t touch them again. Copy the images to a working folder before editing or cropping. Files saved in .jpg format loose quality with every edit and save. You may need your originals again in the future.

When using images on a web page resize the images before uploading. Common web sizes are:

• Full width banner 1920 pixels

• Central web page section full width 1170 pixels

• Good article or blog post 350 pixels

• Save at 50% to 70% to optimize web loading

• A note of colour spaces and DPI/PPI

Most cameras and phones will save in a colour space of sRGB. sRGB is a universal colour space for web view and computer screens/monitors. If you intend to use your images in brochures the colour should be converted to CMYK before sending to a printer or an online print service. Reproduction colours can be unpredictable if the file is left in sRGB

DPI and PPI are to all practical purposes the same thing. DPI was a printing term meaning dots per inch, PPI is pixels per inch. Standard screen resolution is 72PPI although in practice the screen will “print” the actual pixel dimensions onto the screen resolution, so the actual PPI is irrelevant. Where PPI does matter is physical printing of brochures etc. The standard for printing is 300PPI. The physical printable size of the image can easily be calculated by dividing the pixel dimensions of your image by 300. For example, an image of 3648 x 2736 will print to a maximum of 12 inches by 9 inches.

What Makes a Good Image

Before we explore the technicalities, we need to look at people with a disability as ordinary subjects and customers. Too often images of a person with a disability have a medical theme or are “look at me” inspirational images. In marketing to this audience, as with any other, the aim is to create a connection with the audience that says “I can see myself there”. Imagery of people with a disability should, therefore, reflect the normal customer types and groups that would normally be your customers. The key elements of a good image are:

• Has emotional appeal• Is well composed• Has spontaneity• Lighting


• Environment/ location Color• Talent• Emotional appeal Engaging subject matter Spontaneity Composition & scale

Emotional Appeal

A good image engages the viewer and stimulates them to want to know more. It immerses them into your story and motivates them to buy your product or service. Most importantly, when its comes to people with a disability, it breaks through the stereotypes and preconceptions by placing them into your environment.

Good Lighting

Effective lighting adds drama to the scene and creates a mood that your clients will want to experience. The “golden hour” is the hour before sunset and the hour after sunrise. It can create the most dramatic lighting. It is important, however, to match the lighting with the experience that your visitors or customers will experience.

A Good Location

A good location inspires your audience and engages with their sense of adventure. It motivates them to plan a visit or trip or to book that special night out.


Use of ColourColor is the essence of imagery. It gives a picture energy and life. It creates the mood that will encourage your potential customers to make the effort to book.

Engaging Subject MatterSometimes, a picture that you have to look a little bit harder for, is the one you cannot ignore!

Images that are a bit unusual or have a story hidden in their detail, can invoke the imagination, and, if they are just a little bit unusual, can cut through and leave a lasting impression on your audience.

How we can helpWe offer a full range of genuine disability inclusive imagery featuring only models with a disability. Our subject matter includes, travel, recreation, sport and news imagery. See travabilityimages.com.au

If you cannot find what you are looking in in our stock collection we can arrange a custom photoshoot for your particular location.


Australian Tourism Data Warehouse new Accessibility CriteriaThe ATDW collects information via its partners then stores and distributes this information. Data includes product and destination information from all Australian States and Territories, with more than 40,000 listings. This content is compiled in a nationally agreed format and is electronically accessible by tourism business owners (operators), wholesalers, retailers and distributors for use in their websites and booking systems.

.ATDW has collaborated with Local Government NSW (LGNSW) and DNSW to enable Australian tourist destinations, products and services to accurately highlight their accessible facilities to the Inclusive Tourism market.

It will soon become a mandatory component for all operators registered with the ATDW to respond to the additional accessibility questions in the revised data set .

Becoming a feature of the ATDW database in the near future, the new accessibility data will encourage operators to become more aware of the inclusive tourism market and will provide additional info for online distributors to share across their consumer facing websites.

The system will also have the provision to link a detailed Accessibility Guide to the ATDW listing.

The New QuestionsGeneral Accessibility

• Offer multiple options for booking - web, email, phone• Offer a range of contact methods for receiving complaints • Accept the Companion Card• Employ people with disability• Train your staff in disability awareness• Have accessibility information and photos, including of a bathroom, room and/or floor plan on your

website (can be emailed on request)• Ask all visitors if there are any specific needs to be met• Website meets WCAG 2.0 accessibility standards • Advise tour guides of the access needs of guests at the time of booking (includes pick up and drop off

requirements)• Provide assistance with booking arrangements (includes providing clear itineraries with written

instructions on what to do at various destinations)

Communication• Train your staff in communicating with people with learning or behavioural challenges• Use Plain English / easy read signage and information (includes menus and emergency information)• A quiet space is available at the venue/ facility

Vision• Have Braille and tactile signage on all information and paths of travel• Provide information in large print • Provide information in audio format (includes an audio described map of your venue, audio

descriptions of performances and/ or displays)• Provide digital communication materials (hard copy information is also available on line)• Use easy read fonts in your signage and communication materials (Helvetica and Arial)• Train your staff in customer service for people with vision loss (training would incorporate way

finding and communicating with people with vision loss)• Have an appropriate area for toileting an assistance dog• Have audio enabled lifts• Have raised tactile buttons in your lifts• Have handrails on all your stairways• Have Exit signs which are visible at a ground level (high level signs are difficult to see in a fire)


Hearing• Have a hearing loop • Train your staff in communicating with people who are deaf or have hearing loss• Staff are trained in Auslan• Have telephones which are compatible with hearing aids• Caption all entertainment (TVs, live shows, performances)• Have TVs with captioning option• Have volume controlled phones• Have visual alerts for emergencies (Include flashing light)• Have transmitter receivers for hearing aids on tours• Have a low noise reception areas with hearing loss friendly acoustics and adequate lighting for

viewing facial expressions (includes common areas which are free of background noise, background music)

Physical - Mobility• Use floors/ coverings which are slip resistant, firm and smooth • Use non-slip tiles in the bathroom or slip resistant matting • Have grab rails in the bathroom • Provide seating in common areas including reception area

Physical - Wheelchair• Have step free outdoor pathways (includes picnic areas, barbecues and shelters)• Have a doorbell or intercom at an accessible height and display a contact number (accessible height is

900mm-1100 mm)• Have a step free main entrance to the building and/or reception area (includes ramps or slopes with a

maximum gradient of 1:14, otherwise are too steep for wheelchairs)• Have step free access to restaurant, lounge and bar• Have step free access to the conference or function room • Have accessible seating areas in theatrette • Have lifts with enough space for people using a mobility aid to enter and turn around to use the lift

buttons. Buttons are at accessible height.• Have doorways which are easy to open and have lever handles (doorways 850mm or wider when open

and not heavy)• Have an accessible public toilet which is unlocked • Have a wheelchair accessible toilet / shower and change room• Provide wheelchair access to spa/gym • Have wheelchair accessible picnic tables (picnic tables require 720mm knee clearance and 800mm

maximum height)• Have wheelchair access to amusements and activities including boats and bush trails (includes tour

rides, skyways, trolley cars, flying fox, amusement rides and boating)• Have a wheelchair/scooter charging station (power point) in an accessible location• Provide beach matting and beach wheelchairs for people to access the water• Provide portable hoist• Provide portable commode chairs• Provide portable ramps

Parking and Transport• Have at least one wheelchair accessible parking space with wheelchair accessible signage clearly

displayed (International standards are 3200mm wide x 2500 mm high)• Provide valet parking• Have wheelchair accessible transport options available in the general vicinity (provide information on

name of the operator, phone and website link to individual providers for private vehicles, community transport train, mini vans, hire cars, buses, taxis, ferry, tram, light rail etc in your access statement)


Bedrooms (Accommodation only)• Provide a choice of wheelchair accessible accommodation rooms (Guest may wish to know if you

have a choice of wheelchair accessible rooms, such as single room / studio apartment / apartment / cottage / quality / views, etc. Wheelchairs require a 1600mm x 2200mm width area to turn around and require step free access.)

• Have step free access to room (Entrance to the room wheelchair accessible with step free greater than 5mm or has a doorway threshold ramp not exceeding 1:8 for 450mm length)

• Have a lever handle on the door (easier to use)• Have enough space for a wheelchair to move around three sides of a double king sized bed (A pathway

of 1200mm minimum width is required for wheelchair access)• Provide a bed with adjustable height• Have a kitchen area and desk which is accessible for a person at seated height or is height adjustable

Bathrooms (Accommodation only)• Have a wheelchair accessible bathroom (Entrance to bathroom must have step free greater than 5mm

or a doorway threshold ramp not exceeding 1:8 for 450mm. Bathrooms dimensions must be no less than 2000mm X 2500mm. Have a hobless (step free) shower recess. Shower recess must have at least 1100 x 1100mm clear area for wheelchair access (no door). Have a slip resistant fold down seat or fixed seat in shower .Seat must be at least 900mm long.)

• Have a lever handle on bathroom door• Have a shower curtain (no door)• Have grabrails in shower recess (can be removable and height adjustable)• Have a handheld shower hose (should be at least 1500mm long)• Allow space around toilet for a wheelchair (A space of at least 900mm width beside the toilet pan and

1200mm clearance in front of the toilet pan is required)• Provide grabrails provided adjacent to the toilet

Physical - High support needs• Have a bathroom which is fully accessible and equipped with ceiling hoist and adult change table• Have twin beds available on request• Have rooms which are interconnecting• Have a Changing Places or Lift & Change toilet with a hoist and adult change table• Provide room for hoist under the bed (minimum 100mm required to store a hoist)• Train staff to use a DeafBlind Communicator (a portable device consisting of a DB-Phone and DB-

Braille with QWERTY or Perkins keyboard)• Have options available for easier communication for people with dual sensory loss (Includes adapted

telephones, adapted mobile telephones and Telephone Typewriters (TTY’s). For some people the fax machine is useful for sending messages in large print)

• Have a place to store medical equipment (eg oxygen)

Allergies and Intolerances• Modify your cooking and cleaning practices to cater for people with food allergies or chemical

intolerances (could include menus with meals free from: nuts, dairy, seafood, eggs, gluten etc)• Train your staff to respond to allergic reactions• Adhere to The Food Authority requirements for allergy management in food preparation• Have equipment to respond to anaphylactic shock such as epi–pens and defibrillator• Provide toiletries which are chemical and fragrance free (if requested)• Provide linen that is chemical and fragrance free (if requested)• Use organic (chemical and fragrance free) cleaning products• Use organic (chemical and fragrance free) deodorisers in public areas and rooms

Access and Inclusion Statement• Provide the URL link to your access and inclusion statement on your website


About TravabilityTravability has a Number of Tools and Methodologies to Develop a Comprehensive Program Approach to the Development of Tourism/Leisure Product.

Training Services

Travability is committed to the accessible tourism and leisure sectors. Our vision is to make the world accessible to all. We offer full training services for both front line staff and management in the needs and requirements of of the disabled community. Further we offer cultural change courses on the concept of inclusivity not just accessibility.

Marketing Services

Many service providers have high accessible facilities as a result of legislative compliance requirements. Often those facilities are poorly marketed or not marketed at all. Even the basics of good site accessibility maps are not present on attraction web sites. We can help develop the basic information requirements and presentation to allow your facilities to be identified and enjoyed.

We have developed a rating guide for accommodation and with the impending accessible accommodation online booking engine are happy to perform a facilities audit and include your establishment in the new database.

Property, Activity and Destination Reviews and Universal DesignCompliance with Australian design standards is only a starting point to making a facility truly inclusive. We have a principle that good inclusive design should just blend in. Universal Design is an evolving thing centering around making as much of a facility as possible usable by all. Our audits concentrate of making improvements to things not directly covered by the design standards. We have developed comprehensive tools for both indoor and outdoor spaces

Diversity and Inclusion Plans and Accessibility Guides

We specialize in the development of customer focused Diversity and Inclusion plans and Accessibility Guides designed to enhance an organization’s capability to attract and service the Inclusive Tourism market.

Conference, Industry or Corporate Presentations

Both Deborah and Bill and accomplished public speakers and facilitators. Both can tailor a presentation to your needs to cover all aspects of Accessible Tourism and Inclusion, whether it is a keynote address, a capacity building workshop or a management or board training session.

• 2009 Opening Keynote SATH World Congress - Ft Lauderdale Florida• 2011 Inaugural Access Tourism New Zealand Conference - Auckland New Zealand• 2012 Accessible Tourism Industry Workshop Shire of South Gippsland - Korrumburra, Vic

Australia• 2012 Industry Accessible Tourism Forum Victoria Tourism Industry Association - Melbourne

Australia• 2012 Shire of Yarra Ranges Strategic Planning Workshop on Diversity and Inclusion• 2013 Shire of Yarra Ranges Industry Accessible Tourism forums• 2014 COTA Universal Design Conference - Universal Design Applied to Soft Infrastructure -

Sydney Australia• 2014 Destinations for All - First World Summit on Accessible Tourism - Montreal Canada• 2014 IUCN World Parks Congress, Capacity Building Workshop on Accessibility in National

Parks for people with a disability - Sydney Australia• 2015 TICT State Tourism Conference - Workshop: Customers before Compliance – Inclusive and

Accessible Tourism


• 2015 TICT State Tourism Conference - Breakout: A Customer Focused Approach to Inclusive and Accessible Tourism

• 2015 July ‘Tourism is Everyone’s Business’ Regional Tourism Day - Accessibility is Good Business

• 2015 National Events Symposium - Inclusion Not Exclusion: Enhancing Events for the Accessible Tourism Market

• 2016 SATIC South Australian State Tourism Conference• 2016 Melbourne Live - Developing Customer Focused Accessible Tourism Product• 2017 Tourism Australia - Accessible Tourism Webinar• 2017 Local Government NSW Tourism Conference, Taree NSW• 2017 Accessible Qatar Conference, Doha, Qatar• 2017 New South Wales State of Inclusion - Live Work Play Conference, Sydney Australia• 2018 Destination Canberra Tourism Conference - Accessible Tourism Masterclass Workshop• 2018 Destination Melbourne - Accessible Tourism Masterclass Workshop

Clients

• Parks Victoria• Shire of Yarra Ranges• Mt Baw Baw• Melbourne and Olympic Parks Trust• Phillip Island Nature Parks• Shire of Mornington Peninsula• Arthurs Seat Eagle• Moonlit Sanctuary• Gumbuya World

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