Advisers

Dana France H. Ignacio, PhD

Discipline

Hospitality Management

Abstract

This study examined the relationship between hotel accessibility features and the satisfaction of persons with disabilities at Manila Lotus Hotel. It was guided by the Social Model of Disability, which emphasizes the role of environmental and service-related barriers in shaping guest experiences. Although accessibility and inclusivity have become increasingly important in hospitality, many hotels continue to face challenges in delivering fully inclusive services. The study assessed guest satisfaction in terms of physical access, communication access, and operational guidelines and identified challenges encountered during guests’ stays. The study used a quantitative descriptive research design and involved twenty (20) purposively selected persons with disabilities who had previously stayed at the hotel. Data were collected using a validated structured questionnaire that assessed physical access, communication access, and operational guidelines. Frequency and percentage distribution, weighted mean, and ranking were used to determine satisfaction levels and identify key accessibility factors. The results showed that respondents were generally middle-aged and older adults who stayed in hotels occasionally, making accessibility an important consideration in their satisfaction. Respondents reported high satisfaction across all accessibility dimensions, with operational guidelines receiving the highest ratings, particularly for staff sensitivity, respect, and assistance. Physical features such as ramps, elevators, and spacious hallways, together with effective and courteous staff communication, also contributed positively to the guest experience. Reported concerns included slow staff response, restroom accessibility, room layout, signage formats, digital accessibility, and feedback mechanisms. The study reported a significant relationship between accessibility features and the satisfaction of persons with disabilities. Although the hotel demonstrated strong inclusive practices, continuing improvements were recommended to support a more seamless and inclusive experience. These included strengthening staff training, improving physical and digital accessibility, enhancing signage, and establishing more visible and responsive feedback mechanisms.

Keywords

accessibility, guest satisfaction, inclusive hospitality, differently abled persons, social model of disability