Integrating Disability-Friendly Services in Hotels: Toward Inclusive Tourism Practices

¹ Faculty of Applied and Creative Arts, University of Sarawak Malaysia, Malaysia
² Tourism, Universitas Bina Sarana Informatika, Indonesia
³ Hospitality Management, Sekolah Tinggi Pariwisata Sahid Surakarta, Indonesia

^* e-mail: sfaridah@unimas.my

Abstract

Inclusive tourism emphasizes equal access for all travelers, including persons with disabilities who often face barriers in accessing hotel services. Hotels play a strategic role in realizing disability-friendly practices as key pillars of the tourism industry. This study aimed to analyze the urgency of integrating disability-friendly services in hotels, identify implementation challenges, and explore potential opportunities for development. Using a qualitative approach through literature review, observation, and interviews with several hotels in Indonesia, the findings reveal that most hotels have provided basic facilities, such as wheelchair access and designated rooms, yet human resource–based services remain underdeveloped. The integration of digital technology is considered capable of enhancing accessibility and the overall guest experience. These results highlight the importance of synergy among hotels, the government, and society in fostering more inclusive, equitable, and sustainable hospitality practices.