SITUATION 1:
Guest Check-In Confusion
A family of four arrives at a hotel for their vacation. One of the family members uses a wheelchair for mobility. At check-in, the hotel staff provides them with a room on the second floor without an elevator. The family expresses concern about accessibility, but the staff assures them that the room is comfortable. When they reach the room, they realize the inconvenience of carrying the wheelchair up the stairs. The family feels frustrated and disappointed as they struggle to navigate the situation. The lack of proper accessibility training among the hotel staff is evident, leading to an uncomfortable experience for the guests.
SITUATION 2:
Uncomfortable Dining Experience
A couple decides to dine at the hotel’s rooftop restaurant. One of them uses a wheelchair for mobility. Upon arriving at the restaurant, they find that the tables are placed close together, making it impossible to maneuver the wheelchair comfortably. The couple requests to be seated at a more spacious table, but the staff seems uncertain about how to accommodate their request. Eventually, they are seated at a table with limited legroom for the wheelchair user. The lack of accessibility training is apparent as the restaurant staff struggles to provide a comfortable dining experience for guests with mobility impairments.
SITUATION 3:
Unseen Needs
John, who has trouble seeing, plans a nice weekend at a cozy bed and breakfast. But the hotel staff doesn’t know how to help people with disabilities, which makes John feel uncomfortable. When he arrives and checks in, the person at the front desk gives him a small book with information, but John can’t read it. He asks for help, but instead of giving him the information in a way he can use, the person just reads it to him out loud. This makes John feel embarrassed.
When he gets to his room, he finds that the furniture isn’t where it’s supposed to be. He uses his special cane to help him get around, but he keeps bumping into things. He tries to get help from the staff, but they don’t really know what to do. They say they’re sorry, but they don’t have any solutions. The next morning, when he goes to have breakfast, the staff doesn’t help him and some other people talk about him behind his back. When he asks a waiter to tell him what’s to eat, the
waiter has a hard time explaining, and that makes John feel like he’s causing trouble.
The whole time John is at the bed and breakfast, he notices that the staff doesn’t really understand how to treat people with disabilities. They don’t help him find his way or talk to him much. When he leaves, he’s frustrated and wishes the staff had been better trained. This shows how important it is for staff to learn how to help and talk to all guests, no matter what challenges they might have. It’s about making everyone feel important and treated well.
