Frequently Asked Questions for Accommodation Operators

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 Tourism Accreditation Program', and why is it beneficial?

The 'Accessible Tourism Accreditation Program' (ATAP) 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 be helpful.
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

Can you help me make my property accessible or more accessible than it already is?

The Accessible Group offers a comprehensive accessibility consulting service designed to help property owners like you enhance or establish accessible features that are both functional and stylish. Their approach ensures that accessibility doesn't compromise aesthetics, aiming to create spaces that are welcoming to all guests, regardless of ability. Whether you're building anew or renovating, they provide tailored advice to make your property more inclusive and appealing.

Our consulting services encompass a range of support, including reviewing existing accommodations to improve guest experiences, assisting with new developments, and providing guidance on bank and grant applications. They also offer practical, cost-effective tips to enhance accessibility.

What sets The Accessible Group apart is our community-driven approach. Our recommendations are informed by feedback from over 38,000 followers and subscribers who live with disabilities. Furthermore, we have a data-driven approach, with seven figures of bookings a year and analytics from 50,000 website page views a month. This ensures that the advice you receive is grounded in real-world needs and preferences. Tap into a growing market of travellers seeking inclusive accommodations.

More information Or chat with Kerry Williams on +61477103808 or email listings@theaccessiblegroup.com

You say your accreditation program is a valuable marketing tool. Why is that?

Our accreditation is a trusted symbol that gives travellers with disabilities peace of mind, knowing people with lived experience have vetted your property. It’s more than a sticker on your door or a certificate on the wall—it’s a recognised mark of excellence, right up there with Tripadvisor and Booking.com ratings. You can also license the accreditation for use on your own website, reinforcing your commitment to inclusion. Furthermore, your accreditation is integrated with the Australian Tourism Data Warehouse (ATDW), meaning your accessible credentials are shared with local, regional, and state tourism bodies, boosting your visibility and credibility across multiple platforms.

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What are the listing options available, and what are their costs?

There are five primary listing options:
Option 1: Integration with Bookeasy (Australia) or Bookit (NZ) for instant bookings, requiring a commission on each booking and an annual accreditation fee. Accessible room inventory must be clearly defined in your Channel Manager, and your system must integrate with Bookeasy or Bookit. It’s the best option for visibility and ease of booking.
Option 2: An annual listing where booking enquiries are directed to your property, with an associated annual accreditation fee.
Option 3: Affiliate link requiring a commission on each booking and an annual accreditation fee.
Option 4: Group listings for operators with five or more properties. Ideal for operators with 5+ properties, this includes a discounted rate, access to marketing assets, and is available alongside options 1 or 2. Just let us know how many properties you’re listing, and we’ll tailor a package.
Option 5: Fully managed properties, ideal for time-poor owners, where The Accessible Group handles marketing, enquiries, bookings, accreditation and guest communications for a commission on bookings, with no upfront fees, and we provide (and manage) instant booking capability.

Email listings@theaccessiblegroup.com or call Kerry Williams on +61477103808

How does being listed enhance my property's visibility?

Listing your property on Accessible Accommodation connects you with a growing community of over 37,000 followers and subscribers seeking accessible travel options. The platform receives over 50,000 page views monthly, increasing your property's exposure to a targeted audience.

Do I have to be listed on your website to be accredited?

Yes, you do.

How do I get listed if I meet the minimum requirements for accreditation?

- 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).

Your next steps (allow a total of 45 minutes):
- Please complete the booking agreement using this link. AA Booking Agreement
- The entire listing process is automated. Before you start, I recommend you measure the bed height and clearance underneath it. Distance between the bed and the wall (closest to the entry. Height of sofa. Also, the door widths within the room.
- Please film a video tour on your phone. We recommend holding the phone horizontally.
- Start from the entry and show that it is step-free. Pan 360 degrees around each room. We curate the video for you (you upload it when you fill in your listing). We remove the sound and create custom graphics. Don’t worry if it's too fast or slow, or if you need to do a couple.
- Please click this link to complete your listing.
- Let us know which listing option you would like to go with.

If you would like help, please call Kerry Williams on 0477 103808, alternatively email listings@theaccessiblegroup.com

What evidence do you need for Accreditation?

We require a video tour recorded on your phone, panning 360 degrees in each room and showing step-free access. (We do not accept Matterport or professional videos.) We require photos (especially the bathroom) and your listing submission will ask you for detailed information in an easy-to-understand format. It is best to pre-measure the bed height and clearance underneath it. Distance between the bed and the wall (closest to the entry). Height of sofa. Also, the door widths within each room. This way, the submission form process is quicker. Our team is highly trained to assess your listing, and if there is any ambiguity whatsoever, we will contact you.

How does the booking process work for guests?

Guests can book directly through the Accessible Accommodation platform, which offers detailed information, photos, and video tours of properties. Alternatively, they can submit an enquiry, and the bookings team, comprising of people with lived experience of disabilities, will assist and advise in finding suitable accommodations.

Is there training available for my staff to better serve guests with disabilities?

Yes, The Accessible Group offers an Inclusion Training Program designed for tourism operators. This program educates staff on disability awareness, inclusive communication, and practical steps to enhance guest experiences. It includes real-life scenarios and exercises to foster empathy and understanding.

More information here

Chat with Kerry Williams on +61477103808 or email listings@theaccessiblegroup.com

Can I be partially accessible and still list?

Our minimum requirements 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).

If you meet these requirements, you can receive accreditation for the Tier 1 Assisted Walking category. If you don't meet these requirements, we are happy to assist through our Accessibility Consulting Service. More information HERE.