Frequently Asked Questions
There are dedicated FAQs available for both guests and accommodation operators, providing answers to common questions and helpful information to ensure a smooth and informed experience for everyone.
Guests
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 onto 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. So, we thoroughly check the accessibility features to ensure a property qualifies for listing. The tiered rating system by Accessible Accommodation helps qualify a property for accessibility. Using 50 questions and answers as well as video tours, travellers with a disability can now book with more confidence.
More Information
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.
I have unique needs; how do I find accommodation just right for me?
The first thing that makes it easier is that in the search filter on our main page, there are detailed accessibility filters. So, for example, you prefer a freestanding shower chair rather than 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 you require an electric bed and a hoist, you would sit 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 call us on 1300 180 889 or email
Can I use your website to search for a place and then book directly?
Yes, you can, however, 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 check measures in place to ensure you arrive at and check into the correct property. 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.
I need accommodation for a Medical stay, do you help 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 check where the closest hospital is located. 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 main page, there is a Special Offers section with 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 on there every week. To subscribe, click here
How do I make a reservation?
Very easily. You can book online or call our team (who all have lived experience with disabilities) directly. Our phone number is 1300 180 889 or
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: https://www.accessibleaccommodation.com. You can then select tier 3 Assisted Wheelchair User.
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 regularly changes what is funded. Our website is designed to save costs for the NDIS (and your funding ) because we negotiate better rates for anyone, whether they need accommodation for a holiday or for 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. Payment is required at the time of booking, and if you need assistance or an invoice, simply email
What is Medium Term Accommodation under NDIS?
Medium-Term Accommodation (MTA) is designed to allow NDIS participants a safe, appropriate temporary housing solution for up to three months, and perhaps longer depending on your situation. If you are having house modifications, are on a waiting list after becoming eligible for Specialist Disability Accommodation or are at risk of being admitted to aged care, this is what you’re looking for. MTA funding can only be used for the cost of accommodation. 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 on 1300 180 889. Visit our website to browse our options, and let us know which property you prefer to obtain pricing for.
Do you accommodate service dogs, and is there a fee for service dogs?
Legally, all accommodation businesses are required to accept registered service dogs. Just ensure you provide paperwork. There is no fee for this. We also have several pet-friendly accommodation options if your service 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 contact number is 1300 180 889, and you can look and book accommodation 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 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. Do please email our listings verification team at
Can I book through the website?
Yes, we have a combination of instantly bookable properties and those where an enquiry form needs to be filled in. 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 call 1300180 889 or email
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 like 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.
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
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.
More information
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.
More information
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 had a complaint about the accessibility of your amenities in the past. This is precisely why tiered accreditation is so helpful, not just for guests but also for operators. By achieving an accreditation, you know where your property sits in terms of the level of accessibility. Furthermore, we provide extensive information for every listing, enabling guests to have realistic expectations of what to expect upon arrival, which results in an improved guest experience and better reviews.
If you are unsure, chat with Kerry Williams on +61477103808 or email
How do I know if 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
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
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.
More information
What are the listing options available, and what are their costs?
There are four 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, ease of booking.
Option 2: An annual listing where booking enquiries are directed to your property, with an associated annual accreditation fee.
Option 3: 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 4: 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
How does being listed enhance my property's visibility?
Listing your property on Accessible Accommodation connects you with a growing community of over 35,000 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 1300 180 889 or Kerry Williams on 0477 103808, alternatively email
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