Destination Tourism for All: Transforming Hospitality through Accessibility Features, Guest Experience, and Loyalty in Hotels

Abstract

This research explores the intersection of accessibility, inclusivity, and guest loyalty within hotels, focusing on people with disabilities, elderly travelers, and families with children. Anchored in the principles of "Tourism for All," the study evaluates perceptions, experiences, and loyalty levels of diverse traveler groups regarding accessibility features in Bangkok's hotels. Utilising a mixed-methods approach, the study integrates quantitative data from 401 interna-tional tourists with qualitative insights from industry stakeholders, yielding a comprehensive understanding of accessibility's role in shaping guest satisfac-tion and retention. Findings underscore that positive perceptions and experi-ences with accessibility features are pivotal in enhancing guest loyalty, medi-ated by well-maintained amenities and trained staff. Structural barriers, inad-equate sensory accommodations, and inconsistent service quality emerged as critical challenges. The study highlights the under-addressed needs of neuro-diverse travelers, emphasising the urgency for tailored interventions like sen-sory-friendly environments and personalised services. This research advances actionable strategies, including design innovations, digital accessibility, and comprehensive staff training, to foster inclusivity while aligning with Sustain-able Development Goal 11. By addressing these gaps, the hospitality sector can redefine guest experiences, ensuring that accessibility transcends compli-ance to become a strategic advantage. The findings contribute to the academic discourse on accessible tourism and offer practical recommendations for in-dustry practitioners to create sustainable, inclusive hospitality environments that resonate with diverse global audiences.