Accessible Lodging Factsheet

Reservation Systems Requirements for Places of Lodging

• Places of lodging must identify and describe the accessible features of the property and the accessible guest rooms in enough detail to enable an individual to decide if the facility will meet his or her needs. Information, including photos or other images, may be posted on websites or included in brochures or other materials.

• People with disabilities must be able to make reservations for accessible guest rooms during the same hours and in the same ways that other people are able to make reservations, such as by telephone, in person, email, via websites, or through third parties such as travel agents or online reservations services.

• Places of lodging must provide accessible rooms to at least some of the third parties (travel agents or online reservation services), and provide these third parties with information about the accessible features of the facility and the guest rooms.

• Customer service staff must be trained to respond to specific inquiries about the features of the facility, including accessible routes to and through the facility; details about the configuration of accessible guest rooms and bathrooms; the availability of accessibility equipment or features such as bath benches, or visual alarm and alert devices for guests who are deaf or hard of hearing; and the accessibility of common spaces such as meeting rooms, lounges, restaurants, swimming pools, or fitness centers.

• Accessible guest rooms must be held back until all other rooms of that type have been rented.

• When a reservation is made for an accessible guest room, the specific accessible guest room reserved must be held for the reserving customer and the room must be removed from the reservation system.

To improve accessibility of places of lodging hotel staff should be trained on: 

• General ADA regulations.

• Accessibility features available for guests.

• The use of respectful language and practices for guests with disabilities.

• Effective communication practices that would benefit guests who are deaf or hard of hearing.

• Hotel policies addressing use of service animals. 

For more information, call and speak to an ADA specialist at 1-800-949-4232. All calls are confidential.