Breaking barriers: Inclusive travel that truly welcomes all

Travel opens our minds and hearts, but for many, the world remains frustratingly out of reach. For the 1.3 billion people living with a disability, the simple act of booking a hotel or navigating a new city can be a series of obstacles. While the travel industry often discusses accessibility, the conversation rarely goes beyond adding ramps or grab bars.

But The Ascott Limited, a leading company in the global lodging industry, is taking a bold step to change that. With its new Disability Inclusion Playbook for the Accommodation Sector, Ascott aims to redefine what it means to feel truly welcome, setting a new standard for inclusive travel and hospitality.

More than just a guidebook

Developed in partnership with disability inclusion specialist Colorful Earth and supported by SG Enable (Singapore’s focal agency for disability and inclusion), World Sustainable Hospitality Alliance (a global coalition driving sustainability in hospitality), and Valuable 500 (a global non-profit of over 500 multinational corporations advancing disability inclusion), the playbook offers a holistic framework.

It focuses on five pillars of disability inclusion: inclusive training, spaces, hiring, digital interfaces, and programs.

The goal is to empower accommodation providers of all sizes to address the entire travel journey—from planning and booking to the stay itself and departure—while driving inclusive hiring and training practices.

The playbook goes beyond surface-level changes, covering essential topics such as governance and strategy, collaboration with the disability community, barrier-free infrastructure, accessible programs, and function-specific staff training.

Glenn Mandziuk, President & CEO of the World Sustainable Hospitality Alliance, celebrated the initiative’s potential for wide-reaching impact. “Today marks a pivotal moment for global hospitality,” he stated.

“This Playbook is more than a guide; it is a beacon for systemic change, transforming the industry’s ambition for disability inclusion into tangible action. It provides our entire industry with the crucial roadmap to build a future where everyone, without exception, can truly belong.”

Walking the talk with global commitments

To show this is more than just talk, Ascott has announced a set of measurable commitments for its properties worldwide. These actions demonstrate a serious, long-term dedication to making travel more equitable.

Here’s what you can expect:

• Starting 2026, at least one Ascott property in every country where it operates will host a community program dedicated to disability inclusion.
  
  The company will also begin reporting on the hiring of persons with disabilities.
  
  Every property will have a detailed accessibility profile, outlining room features and transportation options, empowering guests to make informed booking decisions.
  
  Currently, around 60% of Ascott’s operational properties already provide accessibility information, with plans to transition to a standardized template and extend it progressively across the remaining properties. The company will also begin reporting on the hiring of persons with disabilities.

• By 2027, all of Ascott’s frontline associates across the globe will complete disability awareness training.
  
  To date, over 100 associates in Singapore and Australia have been trained to create welcoming stay experiences for guests with disabilities.

• By 2028, all guest-facing digital platforms will meet Web Content Accessibility Guidelines (WCAG) 2.1 AA accessibility standards, ensuring a seamless and inclusive online experience.
  
  Ascott’s booking website, DiscoverASR.com, already complies with these standards, with its Ascott Star Rewards mobile app next in line.

Beh Siew Kim, Chief Financial and Sustainability Officer for Lodging at CapitaLand Investment, emphasized the need for accountability. “Real inclusion requires more than guidance – it demands action, accountability, and shared learning,” she said.

“That is why Ascott is backing this playbook with measurable commitments across our global portfolio, including standardized accessibility profiles for our properties, comprehensive staff training, and transparent reporting on our progress. By sharing both our learnings and commitments, we aim to accelerate collective progress and show that inclusive hospitality is not just the right thing to do; it is vital to building resilient businesses that truly serve all guests and communities.”

A culture of respect and opportunity

The playbook’s principles extend beyond guest services to foster an inclusive workplace culture. During the launch, Singapore’s Senior Parliamentary Secretary, Mr. Eric Chua, shared a powerful example. He told the story of Mohamad Fadzil Bin Abdolah, an administrative executive at Ascott who had a stroke that affected his mobility.

His colleagues made simple but meaningful adjustments, such as giving him more time for tasks and holding meetings in his office to minimize travel. In Fadzil’s own words, “It’s reassuring to be in an environment where my contributions are valued, and my needs are respected.”

His story highlights how thoughtful inclusion creates an environment where every employee can thrive.

This commitment to creating opportunities aligns with Singapore’s national goals. As Mr. Chua noted, these efforts align with the Enabling Masterplan 2030, a roadmap to build “a Singapore where everyone can live, work, play, and contribute meaningfully to an inclusive society.”

The collaborative spirit is even reflected in the playbook’s cover art, which was co-created by Ascott associates and artists with disabilities from SG Enable’s i’mable Collective.

“This global disability inclusion playbook translates aspiration into action – exemplifying what can be achieved when industry leaders, persons with disabilities, and community partners come together to co-create solutions grounded in lived experience,” said Ms. Lee May Gee, CEO of SG Enable.

“We hope it inspires others in the hospitality and tourism sectors to join us in shaping a world where everyone feels welcomed, valued, and included,” she added.

Ms. Katy Talikowska, CEO of Valuable 500, further emphasized the playbook’s impact: “Ascott’s Disability Inclusion Playbook offers practical processes and strategic guidance to help hospitality organizations of all sizes move from intent to impact. It recognizes that inclusion is not a single department’s job but a shared responsibility that touches every guest experience and employee interaction. From accessible digital interfaces to inclusive hiring and spatial design, the framework aligns perfectly with Valuable 500’s vision of inclusion as a driver of innovation, growth, and resilience.”

For conscious travelers, supporting businesses that champion this level of deep, authentic inclusion is a powerful way to vote with our wallets.

Ascott’s playbook and its public commitments are a significant and hopeful step forward, paving the way for a travel industry where everyone is truly welcomed.