Tourexpi
One in every four individuals in the U.S. has a
sensory need or an invisible disability according to KultureCity, including those with
autism spectrum disorder, dyslexia and attention-deficit disorder. With more
than 90% of neurodivergent individuals and caregivers of neurodivergent
individuals in the U.S. planning to travel at least one night this year, a new
survey* led by Hyatt finds
hotels can make their travel journeys, from pre-arrival to check-out, more
seamless and inclusive.
The survey was done in collaboration with
KultureCity, a leading nonprofit on sensory accessibility and acceptance for
those with invisible disabilities, and external consultants Professors Dr.
Recep “Richie” Karaburun and Dr. Vanja Bogicevic from New York University’s
Jonathan M. Tisch Center of Hospitality. Designed to listen to the key
challenges of neurodivergent individuals, the survey is the first step in
generating awareness for this growing demographic and how the hospitality
industry can better serve them.
Stress-Free Hotel Stays Start at the Research and
Booking Stage
Self-identify neurodiversity during booking to
receive customized care: Nearly 70% of caregivers and more than half of
neurodivergent travelers said they would disclose their neurodiversity during
the booking process for a hotel to better serve them. The sentiment was even
higher (more than 75%) for neurodivergent business travelers.
What hotels can do: With the option of
self-disclosure comes the responsibility to train on-property teams. Hyatt
promotes skills training and offers courses for colleagues designed to increase
understanding and inclusion of neurodivergent individuals and is dedicated to expanding
to more properties this year. As a designated Certified Autism Center™
(CAC), Hyatt
Regency Aqaba Ayla in Jordan is a leading example of equipping
colleagues to serve individuals with sensory sensitivities and improve the
guest experience, including at the hotel’s kids club, Camp Hyatt. Other hotels
with KultureCity’s Sensory Inclusive™ Certification, which is designed to
ensure accessibility through training property teams and offering sensory aids
(i.e., headphones, fidget tools, etc.), include Hyatt
House Seattle/Bellevue, Hyatt
House Seattle/Redmond, Hyatt
Place Salt Lake City/Downtown/The Gateway, Hyatt
Place New York/Yonkers, Hyatt
House Philadelphia/King of Prussia, Hyatt
Place St. Paul/Downtown and Hyatt
Place Arlington/Courthouse Plaza.
Accurate visuals help prepare for what to expect
upon arrival: More than 50% of neurodivergent respondents would like more
property visual layouts (3D virtual tours, floorplans, etc.) to make the travel
experience easier.
What hotels can do: Preparing for arrival starts
with visuals featured on property websites. Hyatt goes beyond the industry
standard of providing common space and room images by providing 3D room tours
on hotel websites, such as Thompson
Central Park New York and Grand Hyatt
Vail, to help neurodivergent travelers prepare for upcoming stays. More
Hyatt properties are exploring adding this capability.
Accommodating room location and type is important,
but staying flexible is key: More than 60% of caregivers believe that
pre-assigned rooms could make the check-in experience better. Being able to
select rooms that fit individual needs, such as rooms with less potential noise
(i.e., at the end of a hall, top floor, away from elevators, not facing a busy
street, etc.), is one of the key areas both neurodivergent travelers and
caregivers agree on. Many also noted they would like hotels to stay flexible as
travel could be new to them and their needs may change upon arrival given the
shift of environment.
What hotels can do: Giving travelers the
flexibility to choose a room type, amenities and even the location of the room,
as well as clearly listing hotel amenities on websites, can make a significant
difference in the travel experience. When booking on Hyatt.com or the World of Hyatt app,
guests and members can make a request for room location and more. Hyatt is also
committed to enhancing its digital products, such as the mobile app and
website, with accessibility and user-centered design. As Hyatt continues to
refresh digital products in 2024, design and development decisions are guided
by the Web Content Accessibility Guidelines (WCAG) and user-tested to ensure a
seamless digital experience.
Personalized and frequent pre-arrival
communications instill a sense of comfort: While email is the most
preferred method of communication among both groups, there is also a
significant desire for personalized communications for neurodivergent
travelers. 30 percent of neurodivergent travelers want to receive a phone call
about an upcoming hotel stay. This preference is greater for neurodivergent
business travelers with more than half indicating a phone call would be
preferred over a standard email confirmation. Nearly 30% of caregivers prefer
the “more communication the better” to prepare for their arrival.
What hotels can do: Train on-property concierge
services and reservations staff to offer personalized pre-arrival
communications for neurodivergent travelers and caregivers. Hyatt offers phone,
chat or social media platform assistance, extending the flexibility for travelers
to communicate how they prefer. For online inquiries, Hyatt guests and members
can launch a live chat on the website for “Accessible Travel Assistance.”
Hyatt’s Global Property & Guest Services (GPGS) team keeps care and empathy
at the forefront of guest relations to seamlessly guide and anticipate guest
needs, aiming to foster more personal relationships to enhance their stay.
Hyatt hotels remain committed to offering appropriate colleague training
opportunities to better serve the needs of neurodivergent travelers and
caregivers.
“When someone walks through our doors, as a
colleague, guest or customer, we want them to feel cared for so that they can
be their best; this is our purpose as a company, and our work with KultureCity
and the NYU professors is a realization of that care,” said Mark Vondrasek,
Chief Commercial Officer, Hyatt. “By starting with listening and empathy, and
taking meaningful action, we believe we can fundamentally change the
experience for neurodivergent guests, who are expecting more from their travel
experiences and the hospitality brands they choose to stay with. As we are
learning more, we will work closely with the Hyatt disABILITIES Diversity
Business Resource Group and our expert collaborators to advise us on how to
make improvements throughout the guest journey to be more inclusive.”
On-Property Accommodations and Amenities Make a
Difference:
Digital check-in/check-out experiences help limit
on-property interactions: More than half of neurodivergent travelers want
to limit communications with front desk staff upon arrival and both groups are
in favor of self-check in, which can streamline the time spent in the lobby.
While all travelers believe that self/mobile checkout would greatly improve
their experience, it is particularly favored by neurodivergent business
travelers.
What hotels can do: Offer digital
check-in/check-out services to limit in-person interactions upon arrival. Many
Hyatt hotels offer digital key and room key
in Apple Wallet on iPhone and Apple Watch and a streamlined check-out
experience through the World of Hyatt app.
In-room sleep offerings and wellbeing spaces
increase comfort: Approximately 60% of Millennials and Gen Z
neurodivergent travelers and caregivers said they would welcome sleep gadgets
(pillow menu, sleep mask, noise canceling headphones, meditation/sound machine
etc.) to make their hotel stays more comfortable. More than half of
neurodivergent travelers also noted they were highly likely to take advantage
of wellbeing activities during their typical stays, emphasizing the importance
of offering spaces and options to practice self-care while away from home.
What hotels can do: Hyatt recognizes wellbeing
looks different for everyone and takes a personal, tailored approach to help
guests make the most of each stay. Hyatt recently expanded its
collaboration with Headspace, which includes colored noise content,
including white noise and brown noise, to help guests and members rest better.
Additionally, hotels, like Park
Hyatt New York and Hotel
Figueroa, which is part of The Unbound Collection by Hyatt, offer rooms
designed to optimize rest such as the Sleep
Suite by Bryte and Rest
& Recovery Suite, respectively, featuring amenities like sleeping
masks, personalized pillows, an AI-powered bed and more to help guests fall
asleep more quickly.
The Hyatt Has It program
offers a variety of everyday essentials guests can borrow or buy, such as
headphones, humidifiers, yoga mats, etc. and is available at a selection of
Hyatt properties. Additional hotels within the U.S., including Hyatt
Regency Bellevue on Seattle's Eastside, Grand
Hyatt Seattle, Grand
Hyatt San Francisco, Hyatt
Regency Santa Clara recently expanded their Hyatt Has It program
offerings with sensory aids, weighted blankets and more to better accommodate
neurodivergent travelers.
“Individuals with invisible disabilities are often
misunderstood and our collaboration with Hyatt aims to change that by directly
listening to the community,” said Sean Culkin, KultureCity team member, autism
self-advocate, member of the neurodivergent community. “With KultureCity
carving the path for inclusion and awareness and Hyatt leading the way to have
an open conversation to uncover areas of improvement, we can provide the tools
and resources for the hospitality industry to encourage neurodivergent travelers,
so they too can immerse themselves in the transformative powers of travel.”
Caring for People so They Can Be Their Best
Aligned with World of Care and grounded in Hyatt’s
purpose of care, Hyatt prioritizes inclusion at all levels of the organization.
Many disabilities go unnoticed and are visually unrecognizable. Hyatt
recognizes that there is room to drive awareness on invisible disabilities
within the hospitality industry and is committed to listening to colleagues,
guests, members and customers to continue creating more inclusive spaces. Hyatt
advances allyship and inclusion for the neurodivergent community and beyond while
helping enact change across the organization through the dedication of Hyatt
colleagues, including its disABILITIES Diversity Business Resource Group.
Image
Credit: © Hyatt Hotels Corporation
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