What is an Access and Inclusion Statement?
An Access and Inclusion Statement is a clear, public summary on your website of how your business supports travellers with diverse needs. It lets potential visitors know what facilities, features, or services you offer, including physical accessibility, sensory supports, communication options, and dietary considerations—often with supporting photos.
Example Access and Inclusion Statement
At Palm Avenue Hotel, everyone deserves to feel welcome, included, and supported by our team—from check-in to departure. We’re dedicated to providing a safe, accessible and enjoyable stay for travellers of all backgrounds, ages, and abilities.
Our venue features step-free entry, accessible guest rooms and bathrooms, designated parking close to entrances, and public spaces designed for ease of movement.
Assistance animals are warmly welcomed throughout the property.
Staff are trained in disability awareness and are always happy to discuss individual needs—whether you require an alternative format for hotel information, sensory-friendly adjustments, or help with equipment.
Please contact us prior to arrival so we can work together to ensure the best possible experience.
We regularly update our access and inclusion statement as we improve facilities—because accessibility is a journey, not a destination, and your feedback helps us build an even more welcoming environment for all.
What to include in an Access and Inclusion Statement
An effective Access and Inclusion Statement is short, practical, and specific—clearly setting expectations, outlining support, and showing how visitors can get tailored help.
Purpose & commitment
Open with a plain‑English commitment that your experience welcomes people of all ages and abilities, and that you provide accurate, up‑to‑date information so guests can plan with confidence.
Who you include
Describe the breadth of access needs you consider: mobility aids, low vision, low hearing, sensory processing and autism, cognitive disability, allergies/intolerances, temporary injuries, seniors, parents with prams, and multi‑generational groups.
Note that companions and support workers are welcomed, and outline any companion policy or concessions if relevant.
Booking and communication
Explain how guests can ask questions or request adjustments via phone, email, chat, or a web form, and the hours these channels are monitored.
State your aim to provide timely, specific responses and to update the statement when features change, so information remains reliable for trip planning.
What to expect on site
Provide factual, measurable details—not promises: step‑free routes, ramp gradients, doorway widths, lift access, accessible toilets (location and features), tactile/visual signage, quiet spaces, seating availability, and parking/drop‑off points.
Include wayfinding information guests need before arrival: where entrances are, accessible paths of travel, and where to find assistance or first aid if required.
Experience details by need
If required, organise key features in simple headings so guests can scan quickly: Limited Mobility; Wheelchairs/Scooters; Low Vision; Low Hearing; Sensory/Autism; Cognitive; Allergies/Intolerances.
Under each heading, list precise features (e.g., captioned videos, hearing loops, large‑print menus, low‑sensory times, quiet rooms, adjustable lighting, gluten‑free preparation areas with procedures to reduce cross‑contact).
Policies and companions
Summarise assistance animal acceptance, companion ticketing, carer support, and any relevant emergency procedures. Indicate staff training or awareness programs that support respectful, consistent service for visitors with disability and their companions.
Digital accessibility
Link to your website’s accessibility features (alt text, keyboard navigation, captioned media) and provide accessible formats for the statement itself (HTML and downloadable accessible PDF).
Note that booking and pre‑arrival information can be supplied in alternative formats on request.
Upload an Access and Inclusion Statement
Publish your Access and Inclusion Statement: Publish your Access and Inclusion Statement to your website. You will need to provide the URL in Step 6.
Log In: Log in to ATDW
Profiles: In the main menu, select 'PROFILES'
Find the Profile: Find the relevant profile and click the corresponding ‘UPDATE’ button.
Accessibilty: In the sub menu, select 'Accessibility'.
Update: Select 'Actively welcomes people with accessibility needs'. Work your way through the list of Attributes, ticking all that apply to your business.
Upload: At the bottom of your screen, select 'An access and inclusion statement is available', then Provide the URL of your Statement in the space that appears below.
Submit for Review: Once you've made all your changes, review your profile summary and submit your profile for review. This step is crucial to ensure that your profile is reviewed, approved, and published, making your updated information visible to potential customers.
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