Frequently Asked Questions

How do I know if an accommodation is accessible?

Because people with disabilities and carers of people with disability have thoroughly verified each property for you. We, too, had encountered arriving to find we either couldn’t access a building or get into a shower, which is why we started Accessible Accommodation. Many places claim to be accessible when, in fact, they are not. Also, there are varying degrees of accessibility. We thoroughly review the accessibility features to ensure a property qualifies for listing. Accessible Accommodation's tiered rating system helps qualify a property for accessibility. With 50 questions and answers, as well as video tours, travellers with disabilities can now book with confidence.

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How do you verify that your accommodation is actually accessible?

Our staff all have lived experience with disabilities. We extensively assess each listing with 50 questions, including measurements such as door widths. Each property also has a video tour, allowing us to verify that it meets one of our tiers in our nationally recognised accreditation program for the tourism industry.

What does your "guarantee of accessibility" mean?

Our guarantee applies if there's a "Book Now" or "request to book" button. If there's a "Send Enquiries" button, please call 1300 180 889 to secure a guaranteed accessible room booking.

The booking page for all properties listed on Accessible Accommodation may list both accessible and non-accessible rooms. All accessible rooms are indicated in the room title.

We thoroughly assess each listing and verify accessibility features through our Accreditation System, which is reassessed annually. 

I have unique needs; how do I find accommodation just right for me?

The first thing that makes it easier is that the search filter on our main page includes detailed accessibility filters. For example, you prefer a freestanding shower chair over a wall-mounted one, or even a commode. You can tick these filters. Or you need pet-friendly, accessible accommodation? There is a pet-friendly filter.

The second part that makes it easier is to ask yourself: Do I use a walking frame, a cane  (Tier 1 Assisted Walking), or can I self-transfer and use a manual wheelchair (Independent Wheelchair User)? If you have high needs and require an electric bed and a hoist, you would be classified in the Assisted Wheelchair User Category. If you have sensory needs (living with hearing loss, vision loss or living with Autism, then the Sensory Assisted Category is for you.

Lastly, we are here to help. Because our crew either live with a disability themselves, or are the carer of one, we know that if you can’t get on and off the loo, into and out of the shower, or on and off the bed, you aren’t going to have a comfortable stay. We talk about bathrooms every day, after all, they are more important than a nice view. You can email bookings@theaccessiblegroup.com for help.

What is included vs what do I need to bring?

We clearly state which accessible amenities are included in the listing description, the amenities checklist, and the fifty frequently asked questions for each listing. If an amenity isn't stated, that feature isn't included. Note that in our fifty frequently asked questions (at the bottom), there is information on where equipment can be hired, arranged by the guest.

Can carers or support workers stay in the same room or nearby? Can I book multiple rooms together?

Certainly. Many of our accommodations offer multiple bedrooms. Where there is only one bedroom (e.g., a hotel), you can also reserve a non-accessible room for carers or support workers. This is why we list accessible and non-accessible rooms in the booking section. When making your booking, "add to cart" both room types, and in the comments section, request that the rooms be close together. Or, if you'd like our help, use the chat button on our website.

Can I use your website to search for a place and then book directly?

Yes, you can; however, please note that we have found that people using our site to search and then book directly, or go to sites like Booking.com, have not had the accessible room reserved for them. This is risky and could impact an enjoyable stay. It is essential to keep in mind that when booking on our site, you are assured that the accessible room type is reserved for you. We have multiple verification measures in place to ensure you arrive at and check into the correct property, and we offer a guarantee to that effect.  Our guarantee applies if there's a "Book Now" or "request to book" button. If there's a "Send Enquiries" button, please call 1300 180 889 to secure a guaranteed accessible room booking.

I need accommodation for a Medical stay. Do you assist with this?

Yes, many of our guests travel to the hospital for treatments or attend rehabilitation and need a place to stay. This is why every property listing has details on the distance to the nearest hospital in our fifty frequently asked questions section. You can also use the map feature to find the closest hospital. Furthermore, since we handle numerous bookings, we offer preferred rates, particularly for repeat or extended stays.

Do you have competitive rates?

Yes definitely! Since we handle a high volume of bookings, we offer preferred rates. Furthermore, on our homepage, the Special Offers section features discounted rates, including free nights. For example, stay 3 nights and get the 4th night free. It is also a good idea to subscribe to our newsletter, as we share special deals there every week. To subscribe, CLICK HERE>

What are your cancellation/change fees?

On the far right of each listing, the cancellation and change fee is stated. East property has differing policies.

How do I make a reservation?

Very easily. You can book online or email our team (all of whom have lived experience with disabilities). Booking online is easy. Simply click on the orange booking button, select your dates, and make a booking and payment. If there is no orange “BOOK NOW” button, send an enquiry and the property will respond. Our email is bookings@theaccessiblegroup.com. 

Are there options for high needs people with a disability?

Yes, equipment such as hoists, electric beds, and commodes is in our Tier Three (Assisted Wheelchair User) properties. A link is HERE>

I am a retiree; I don’t have a disability. Can I use your website?

Absolutely! We frequently have people who don’t have a disability; they may simply be unsteady on their feet or have had a hip replacement. Our absolute minimum requirement for accredited properties is step-free access and a step-free shower with grab rails. These features ensure that seniors can feel comfortable when staying.

Does NDIS fund respite?

Yes, they do. However, we recommend you check with your Support Coordinator or Plan Manager, as NDIS can change what is funded. Our website is designed to reduce costs for the NDIS (and your funding) by negotiating better rates for everyone, whether they need accommodation for a holiday or NDIS-funded respite. It is important to note that a holiday isn’t respite; it is simply that the accommodation can be used by anyone, be it for respite or a holiday. You can find more information about in this blog article HERE. If you need assistance  simply email bookings@theaccessiblegroup.com

Can I get a tax invoice/receipt to claim with NDIS?

Yes, when you make an online booking, in the comments section, state your NDIS participant number, and if required, the line item. Once you make a payment, you'll receive an itinerary and a payment receipt, which will include your NDIS details for easy claiming. Check your eligibility by speaking with your Plan Manager.

What is Medium Term Accommodation under NDIS?

Medium-Term Accommodation (MTA) is designed to provide NDIS participants with a safe, appropriate temporary housing solution for up to three months, and potentially longer depending on your situation. If you are undergoing house modifications, are on a waiting list after becoming eligible for Specialist Disability Accommodation, or are at risk of admission to aged care, this is what you’re looking for. MTA funding may be used only for accommodation costs. Any other related supports, such as support workers or transportation, must be funded from another line item or subcategory. Any of our self-contained properties can be used for MTA. Because we have negotiated rates for extended stays, please contact our bookings team at bookings@theaccessiblegroup.com. Visit our website to browse our options, and let us know which property you prefer so we can provide pricing.

Do you accommodate service dogs, and is there a fee for service dogs?

By law, all accommodation businesses must accept registered service dogs. Just ensure you notify at the time of booking and provide paperwork as proof of registration by an industry-recognised body. There is no fee for this. We also have several pet-friendly accommodation options if your support animal is not registered. In this instance, some properties may request a pet bond. Here is a link to our pet-friendly accommodation.

Do you provide wheelchair-accessible rooms?

Absolutely! We have a tiered rating system, which includes Independent Wheelchair User (capable of self-transferring from a wheelchair to a bed, shower, and toilet) and Assisted Wheelchair User (requiring equipment such as a commode, hoist, and electric bed).
For tiers 2 and 3 (Independent Wheelchair User and Assisted Wheelchair User,) our rooms are designed to be wheelchair-accessible, with ample space to move around comfortably. We want everyone to enjoy their break. We have 50 frequently asked questions that have been verified for accessibility. For example, step-free roll-in showers, grab rails, shower chairs and room around the bed for a wheelchair user to navigate. Our staff all have lived experience with disabilities and can help. The email address is bookings@theaccessiblegroup.com, and you canlook and book accommodation here.

Do you provide sensory-friendly rooms? (Such as quiet rooms, low sensory settings and visual alarms.)

Yes, we do, although the range is rather limited, and we are actively advocating for more of these excellent features. You'll find our sensory accommodation options  HERE>

Where is your accessible accommodation located?

There are hundreds of options in every state in Australia. We have also expanded into New Zealand and Bali. Visit https://www.accessibleaccommodation.com

Is there a pet-friendly accommodation that is also accessible?

Yes, there is. Here is a link https://www.accessibleaccommodation.com/pet-friendly-accommodation

I have stayed at a wonderfully accessible place; can it go on your website?

Definitely, we rely on our followers to recommend places they have stayed in. Please email our listings verification team at listings@theaccessiblegroup.com. The more detail (especially if you have photos, the better). Thank you for contributing to a more accessible world.

Can I book through the website?

Yes, we have a combination of instantly bookable properties and those that require an enquiry form. You can book in two ways. The first is to click on the orange booking button on a listing. If there isn't one, send an enquiry using the form on the listing itself. If you need assistance with booking, our team of booking agents is here to help. All have lived experience with disability, so they understand access needs.

Please email bookings@theaccessiblegroup.com

How did Accessible Accommodation come about?

Kerry and Grant Williams are the people behind Accessible Accommodation. We have family members who frequently require accessible accommodation and also own a holiday rental. We’ve seen both sides of the importance of good information for people with disabilities, from the perspective of people needing accessible accommodation and for people owning and managing accommodation that may or may not be accessible. It was on a trip to Tasmania with Kerry’s late mum, Barbie, that motivated Kerry to start Accessible Accommodation. Despite calling the property and asking specific questions to ensure Barbie's stay would be comfortable, upon arrival, they discovered a 10 cm lip in the shower. That lip was the equivalent of Mount Everest for Barbie, who lived with MS. She had to hand-wash for an entire week. Kerry’s heart broke seeing her mum having to compromise every time she travelled. She realised someone had to verify a property if they said it was accessible, which is why our Accessibility Accreditation system ensures no one has an experience as Barbie did.

Each of the Accessible Accommodation team members either has a disability or is a family member of a person with a disability. We are here to help make travel easier for people with disabilities.

I want to know if there is accessible parking and an accessible path of travel. How do I find this?

Our fifty frequently asked questions for each property listing state whether there is accessible parking, and a mandatory requirement is an accessible path of travel to the accommodation. There is also information on whether an elevator (lift) is required or not.

Can you help me arrange local equipment (hire) rentals for my stay, such as a hoist, commode, Sara Stedy, or an easy lift recliner?

No, we can't, but we do help you find these options, with one of the last of fifty frequently asked questions on each listing, along with contact informaiton. A helpful tip is to ensure that the hirer can deliver and collect equipment on the days you check in and out. Best to contact the hirer first to confirm this. For peace of mind, in the enquiry form, state to the accommodation provider that you are arranging delivery of equipment before making a booking. IMPORTANT: Use our website for communication so there is a tracked conversation and the operator immediately knows this is for a run accessible room (they know to flag our enquiries).

Do you have accessible accommodation options in NSW (New South Wales)?

Definitely! Here is the link: https://www.accessibleaccommodation.com/accessible-accommodation-in-nsw

Do you have accessible accommodation options in VIC (Victoria)?

Yes, we do have lots to choose from. Here is the link: https://www.accessibleaccommodation.com/accessible-accommodation-in-victoria

Do you have accessible accommodation options in WA (Western Australia)?

Yes, we do have lots to choose from. Here is the link: https://www.accessibleaccommodation.com/accessible-accommodation-in-western-australia

Do you have accessible accommodation options in the ACT (Australian Capital Territory)?

Yes, we do have lots to choose from. Here is the link: https://www.accessibleaccommodation.com/accessible-accommodation-in-the-act

Do you have accessible accommodation options in (SA) South Australia?

Yes, we do have lots to choose from. Here is the link: https://www.accessibleaccommodation.com/accessible-accommodation-in-south-australia

Do you have accessible accommodation options in (NT) Northern Territory?

Yes we do. Here is the link: https://www.accessibleaccommodation.com/accessible-accommodation-in-the-northern-territory

Do you have accessible accommodation options in Tasmania?

Yes we do have lots to choose from. Here is the link: https://www.accessibleaccommodation.com/accessible-accommodation-in-tasmania

Do you have accessible accommodation options in Queensland?

Yes we do have lots to choose from. Here is the link: https://www.accessibleaccommodation.com/accessible-accommodation-in-queensland

Do you have accessible accommodation options in New Zealand?

Yes we do have lots to choose from. Here is the link: https://www.accessibleaccommodation.com/accessible-accommodation-new-zealand

Do you have accessible accommodation options in Bali?

Yes we do have lots to choose from. Here is the link: link:https://www.accessibleaccommodation.com/accessible-accommodation-in-bali

Is there a market for accessible accommodation?

There sure is. Often, businesses think that it is only 21% of travellers living with disabilities in Australia who need accessibility. Or 19% of Kiwis. Our populations are ageing. As this trend is expected to continue growing, consider the 16% of our population who are over 65. They may not consider themselves to have a disability per se, but they do like the convenience. Step-free access, a step-free shower with grab rails, or even a shower chair. The cashed-up Baby Boomer generation is wrapped up in this booming demand for accessible travel options.

Furthermore, up to 30% of our bookings are ALSO for non-accessible rooms, for carers, family and support workers. Lastly, where group travel is required (such as a family reunion, a wedding or a birthday, even if there is just one person in the group with accessibility needs, the group organiser is going to want to house them all together. Therefore, if you have multiple rooms on-site, this is a significant advantage.

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What is the 'Accessible Qualified' accreditation, and why is it beneficial?

The 'Accessible Qualified' accreditation is a recognised symbol of excellence in accessible tourism. It assures guests that your property has been vetted by humans with lived experience of disabilities. Displaying this accreditation—via a certificate, sticker, and digital assets—signals your commitment to inclusivity. Additionally, it's integrated with the Australian Tourism Data Warehouse (ATDW), enhancing your property's visibility across local, regional, and state tourism platforms. Lastly, it’s an opportunity to tap into a booming travel sector; with 21% of people who live with a disability and 16% of the over 65s who, as they age, need the convenience accessibility brings.

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What are your levels of accreditation?

Tier 1: Assisted Walking -Walking Frame, Rollator or Cane Users. Some accessible amenities would come in handy.
Tier 2: Independent Wheelchair User- Wheelchair users who can self-transfer to bed, shower, and toilet.
Tier 3: Assisted Wheelchair User. Guests are unable to lift themselves. Requires the assistance of a support person or equipment.
Tier 4: Sensory Assisted. Blindness & Low Vision. Autism Spectrum Disorder. Hearing Loss & Deafness. Sensory Processing Disorder.

I am worried my property isn’t good enough to be listed.

In most cases, there is no need to worry. This is a common statement because you care that someone with accessibility needs will be comfortable. Perhaps you have received a complaint about the accessibility of your amenities. This is precisely why tiered accreditation is so helpful, not just for guests but also for operators. By achieving accreditation, you know where your property stands in terms of accessibility. Furthermore, we provide extensive information for every listing, enabling guests to set realistic expectations upon arrival, resulting in an improved guest experience and better reviews.

If you are unsure, chat with Kerry Williams on +61477103808 or email listings@theaccessiblegroup.com

How can I determine whether my property meets your tiered accreditation requirements?

The minimum requirements for accreditation are:
- Step-free access
- Step-free shower
- Grab rails in the shower
- Either grab rails or an over-toilet chair in the toilet
- Doors wider than 76 cm (tier 1) and 80 cm (tier 2).
- Corridors wider than 80 cm (or if there is a turn, 90 cm).

The more accessible features you have, the higher the tier of accreditation. We cannot tell you what level you will be accredited, you need to submit your listing for us to assess and determine whether you meet one of four tiers. They are:
Tier 1: Assisted Walking -Walking Frame, Rollator or Cane Users. Some accessible amenities would come in handy.
Tier 2: Independent Wheelchair User- Wheelchair users who can self-transfer to bed, shower, and toilet.
Tier 3: Assisted Wheelchair User. Guests are unable to lift themselves. Requires the assistance of a support person or equipment.
Tier 4: Sensory Assisted. Blindness & Low Vision. Autism Spectrum Disorder. Hearing Loss & Deafness. Sensory Processing Disorder.

If you are unsure, chat with Kerry Williams on +61477103808 or email listings@theaccessiblegroup.com