VisitAble study says hospitality staff training is key to better access for travelers with disabilities

A new VisitAble white paper says 90% of surveyed travelers with disabilities feel ignored, misunderstood or inadequately supported by hospitality staff at least some of the time. The research argues that training is the most controllable factor shaping guest experience, loyalty and destination reputation.

Why it matters: - Hospitality teams can make or break the travel experience for guests with disabilities. - VisitAble’s research says staff awareness is the most controllable driver of guest experience, which makes training a direct business and service issue for hotels and destinations. - The findings point to a gap between physical access and the day-to-day interactions that determine whether travelers feel welcome.

What happened: - VisitAble released a new white paper, "Beyond the Ramp: How Training Closes the Real Accessibility Gaps in U.S. Hospitality," on November 12, 2026. - The study combines a survey of 325 travelers with focus groups of 16 participants. - Ninety percent of respondents said hospitality staff interactions left them feeling ignored, misunderstood or inadequately supported at least some of the time. - More than 43% said that happened most of the time or almost always.

The details: - Respondents described a wide range of disabilities, with mobility disability mentioned most often at 38.4%. - Mental health conditions followed at 17.0%. - Developmental disability and neurodiversity each accounted for 14.1%. - Intellectual disability was reported by 13.4% of respondents. - Chronic illness was reported by 11.8%. - Deaf or hard of hearing was reported by 11.5%. - Blind or low vision was reported by 9.2%. - Speech difference was reported by 8.2%. - Respondents could select more than one disability category. - The paper is organized around seven themes from VisitAble’s earlier research, "7 Things Travelers with Disabilities Want You to Know." - The report says travelers care most about how they are treated, not just whether a property meets technical accessibility standards. - VisitAble said the paper also includes travelers’ own quotes, visualizations of the guest experience and a business case for accessibility training. - The report offers a roadmap for destination, tourism and hospitality leaders to close accessibility gaps.

Between the lines: - The research suggests many hospitality brands may still be focusing on visible or compliance-based fixes while missing the human interaction layer that shapes trust and repeat visits. - One focus group participant, Tommy, said feeling listened to and included was a “big, big game changer.” - Another participant, Hannah, said she feels most comfortable requesting accommodations at places that have training and often returns to the same places because she knows she will be treated well. - VisitAble founder Joe Jamison said good training can turn a warm welcome into a reputation advantage because word-of-mouth spreads quickly.

What’s next: - VisitAble says the full white paper is available here. - Journalists can request interviews or additional information. - VisitAble says it has certified 95 organizations across more than 15 destinations in the United States. - The company says its certification signals staff training on current, community-grounded best practices and a commitment to inclusion.

The bottom line: - For travelers with disabilities, accessibility is not only about ramps and rooms. The research says staff training may be the difference between a one-time stay and a loyal guest.