Accessible serviced apartments: what to ask before you book

What does "accessible" mean for an aparthotel?

In practice it means whatever the operator says it means, unless the property documents its features. Wikipedia describes accessible tourism as the ongoing endeavour to make destinations, products and services accessible to all people, regardless of physical or intellectual limitations, disabilities or age. That is a goal, not a room specification, so a listing that simply says "accessible" tells you little.

The need is widespread. Wikipedia reports that, as of 2020, about 15% of the world's population has some form of disability, and access needs differ widely: a step-free flat suits some guests and not others. That is why VisitBritain, the UK's national tourist board, says disabled people, their family and friends need accurate accessibility information to decide where to stay.

For accessible serviced apartments in particular, the useful question is not whether the building is accessible but whether this specific apartment, on this floor, with this bathroom, works for you. The sections below break that down.

Why accessible serviced apartments need extra checking

A hotel room is one space with a bathroom. A serviced apartment is several: a bedroom, a living area, a kitchen or kitchenette and usually a separate bathroom. Each can be easy or difficult to use, and a good bathroom does not guarantee a usable kitchen.

The US Access Board, which writes the federal accessibility standards, shows how far the checks can reach. Its section on transient lodging guest rooms states that living and dining areas shall be accessible, and it applies the kitchen provisions to kitchens and kitchenettes in the accessible guest rooms the rules require. Those standards cover only certain rooms in certain buildings, so do not assume any given apartment meets them, but they are a useful model of what a thorough answer looks like.

Whatever the country, work through the apartment room by room and ask about the route between rooms as well as the rooms themselves.

How do you check a wheelchair accessible aparthotel before booking?

Contact the property directly rather than relying on a filter. The Northern Ireland government's guidance for disabled travellers explains why: you should not assume that staff will automatically know or understand your needs, and that matters most when booking by phone or online. State what you need in plain terms and ask what is on offer in return, whichever accessible serviced apartments you are comparing.

Ask for photographs of the specific unit and for key measurements, then ask the operator to confirm the answers by email. A written reply gives you something to point to if the apartment differs on arrival. For a long stay, the same email can record agreed arrangements, such as a lower floor or furniture moved aside before you arrive.

Finally, check that the accommodation meets your needs, including any equipment you use at home. The government page lists wheel-in showers, raised toilet seats and alarm systems in rooms as examples to ask about. Questions to ask before booking an aparthotel covers the non-access side of the same conversation.

What do official rules say about accessibility information?

Rules differ by country and apply to different kinds of business, so this section is a neutral description, not advice on your rights. If a specific right matters to your trip, check the official body in the country you are visiting, or ask a qualified adviser.

In the UK, VisitBritain states that the Equality Act 2010 applies to all businesses, and that the Act protects people who are disabled, are thought to be disabled or are associated with a disabled person. In the US, the Department of Justice's summary of its 2010 rule says places of lodging must let guests with disabilities reserve accessible rooms during the same hours and in the same manner as other guests, must identify and describe accessible features, and must hold accessible rooms back until other rooms of that type are taken.

The common thread is that operators in these systems are expected to describe accessible features in useful detail. If an aparthotel will not describe the unit, that is itself information. Where an operator is unsure, ask who on the team handles access requests.

A practical checklist to send the operator

Copy and adapt this list into one message. Short, specific questions get specific answers, and the operator can reply point by point. It works for any accessible serviced apartments request.

• Which exact apartment is accessible, and which floor is it on?
• Is the route from the street to the front door step-free, with doors that open without strength or a key you cannot reach?
• Is the shower roll-in, and is a shower seat supplied or must you bring one?
• Are there grab bars by the toilet and shower, and is there knee space under the basin?
• What is the bed height, and can the bed or other furniture be moved?
• Can you reach and use the hob, sink, fridge and storage from a seated position?
• Is there an accessible power socket by the bed for a wheelchair charger or medical device?
• What is the plan if the lift fails or there is an evacuation?
• Can you have photographs and measurements, and a written confirmation of the unit?

Sensory needs, assistance dogs and carers

Mobility is only one part of access. For deaf and hard-of-hearing guests, the US standards require visible notification devices to alert room occupants to incoming phone calls, and to a door knock or bell, in the guest rooms where the communication-feature rules apply. Ask whether an apartment has equivalent alerts, and whether fire alarms are visual as well as audible. Guests who are blind or visually impaired can ask about clear layouts and large-print or accessible information.

On assistance dogs, VisitBritain states that they are not pets, and quotes guidance from the UK equality regulator that it will almost always be reasonable not to apply a "no dogs" policy to assistance dog owners. Policies elsewhere differ, so confirm in advance, and ask whether pet rules or fees are applied differently to assistance dogs.

Carers and companions are worth raising early. The Northern Ireland guidance says it is worth checking whether companions or carers can accompany you at a discounted rate, and that a companion, carer or nurse can be hired for extra help. Ask how many people the apartment sleeps, and whether a second bed or sofa bed is accessible.

Housekeeping, equipment and longer stays

A longer stay brings practical questions a short one does not. As general advice rather than a sourced finding, ask how housekeeping is arranged so that your equipment and layout are not disturbed, and agree a way to request help with bins, linen or heavy items. Accessible serviced apartments vary here too. The guide to how aparthotel housekeeping works covers the usual schedules.

Equipment is another detail. If you use a shower chair, a hoist or a profiling bed, check whether the operator can arrange hire locally, if you may bring your own, and if the doorways and corridors take its size. The long-stay accommodation checklist is a good companion for the non-access items.

Where to find independent access information

Operators' own descriptions are only one source when you shortlist accessible serviced apartments. Euan's Guide, a UK charity founded in 2013, collects access information from disabled visitors, and says that sharing access information helps more disabled people find and visit venues. Tourism for All, another UK charity, works to improve accessibility in the tourism and leisure industries and offers a travel planner for people planning a holiday with access needs.

VisitBritain notes that free questionnaires are available to help tourism businesses identify their key accessibility features, and that many people then need more detailed information in an accessibility guide to make personal choices. If a property has published one, read it before you ask your own questions.

Cities with many aparthotels are a good place to start, such as London, Edinburgh, New York and Sydney. For the English-speaking markets covered by the sources above, see the hubs for England and the United States. If you are travelling with children as well, travelling with kids in aparthotels covers the family side.