Maintenance Strategies for Inclusivity and Accessibility in Hotels

With more than 5.5 million Australians living with disability, accessible design and well-maintained inclusive features are essential for any hotel serious about welcoming all guests. And it’s not just people with disability who benefit: families with prams, older guests, and travellers with temporary injuries all appreciate ease of access.

For facilities managers, the job doesn’t stop once the building is compliant. Regular, proactive maintenance is what ensures accessibility features remain functional, safe, and welcoming over time.

Why Accessibility Matters in Hotel Maintenance

It goes without saying that Australian businesses are required to comply with accessibility standards, but hotels that go above and beyond in terms of inclusive design also gain the benefits of positive brand exposure and a base of loyal, repeat customers.

Unfortunately, even the best-designed accessible room won’t meet expectations if grab rails are loose, lifts are broken, or signage is confusing. Proactive maintenance can improve all areas of hotel facility management, but it’s particularly evident when it comes to accessibility.

Key Areas of Focus for Inclusive Maintenance

Maintaining accessibility features requires a dedicated, consistent approach across all guest touchpoints. Here are the core areas to focus on:

1. Accessible Guest Rooms 

• Test door widths and clearances regularly to ensure wheelchair access isn't impeded by warping or misalignment.
• Check that grab rails in bathrooms are secure and compliant with load-bearing requirements.
• Maintain non-slip flooring, especially in wet areas.
• Ensure emergency alarms are functional and meet visual and auditory standards.
• Position fixtures like light switches, intercoms, and curtain controls at accessible heights.

2. Lifts and Elevator Systems

• Schedule monthly maintenance checks to avoid service disruptions.
• Clean and test tactile button surfaces for wear.
• Maintain clear visual displays and functional audio announcements.
• Check that lift doors open long enough for all guests to enter safely.

3. Entranceways and Corridors

• Ensure ramps, tactile ground surface indicators, and automatic doors are regularly checked for wear and tear.
• Keep corridors and pathways free of furniture, equipment, or cleaning carts.
• Check lighting levels are sufficient and consistent for visually impaired guests.

4. Public Areas

• Prioritise accessible restroom maintenance, and ensure fixtures (like sensor taps or dispensers) are checked oftendaily.
• Maintain and regularly test hearing loop systems in reception or conference areas.
• Confirm wayfinding and signage is clear, predictable and accessible for all.

Practical Tips for Implementation

Maintaining accessibility doesn’t have to be complicated. With some structure and planning, it can be part of your hotel’s everyday operations.

Conduct Regular Accessibility Audits

Walk the hotel from the perspective of a guest with mobility, vision, or hearing challenges. Use a checklist aligned with AS 1428 and other relevant standards.

Create a Feedback Loop

Encourage guests to report accessibility issues and make it easy for them to do so. This could be either via a QR code or form in their room, a feedback form at reception, or a specific online form. Track and respond to this feedback promptly.

Train Your Team

Include accessibility awareness and maintenance in your regular staff training. This helps frontline staff notice small issues early, before they become bigger problems for guests.

Make It Part of the Business Case

Inclusive maintenance isn’t just ethical, it’s commercially smart. Accessibility upgrades and consistent upkeep are a long-term investment in guest satisfaction, compliance, and reputation.

Accessibility in hotels is about creating a welcoming, inclusive space where every guest feels considered and cared for. For facility managers, this means going beyond the build and into the details, ensuring that what’s designed to be accessible stays that way through regular, thoughtful maintenance.

Our team has experience in maintaining inclusive environments across Australia’s hospitality sector. From regular audits to quick-response repairs, we’ll help you keep accessibility features in top shape. Talk to us today about your hotel’s maintenance needs.