CATERING TO INVISIBLE DISABILITIES

SUSTAINABILITY MATTERS

Part three of STAY ’s look at sustainable hotel operations. If the concept of invisible disabilities isn’t on your radar it should be. The hospitality and travel industries, and society as a whole, have done much to adapt to and understand the needs of those who face physical challenges.

By Allan Lynch

Thanks to the visibility and inspiration of Terry Fox, Rick Hansen and the 126 Canadian Paralympians in Paris we have seen people not restricted by physical impairment. It only makes sense to modify buildings, streetscapes and attitudes to help people flourish.

Invisible disabilities are less obvious. They include PTSD (think of the former military, police, and first responders as well as those who have survived a catastrophic event), ADHD, Autism, Dyslexia, Epilepsy, OCD, Tourette’s Syndrome, Chronic Pain (back issues, digestive disorders, bone disease, autoimmune disorders and more), gastrointestinal disorders and other illnesses.

In February 2025 Vancouver will host the Invictus Games. Invictus athletes represent a broad range of physical and invisible disabilities. Claire Smith, vice president of sales and marketing with the Vancouver Convention Centre (VCC), says invisible disabilities “are totally on our radar. Almost every meeting has a discussion on it. And if you think of Invictus, the range of disabilities athletes have, need to be supported in multiple ways. So, when you’re talking about PTSD and sensitivity to light and sound, those are in addition to physical accessibility. We are investing a lot of time and resources into trying to do the best we can.”

About 25 per cent of people have a disability, and 75 per cent of those people have an invisible disability or more than one.

Smith says, “Our company, PavCo (the Provincial Crown Corporation which owns and operates BC Place Stadium and VCC) has established an Accessibility Committee, conducted an accessibility audit and is in the final stages of hiring a senior manager of accessibility. This dedicated position will work with our teams to identify, develop and implement initiatives, programs and enhancements to support the varied needs of our guests.”

Given the noise of concerts and professional sports, BC Place has created a sensory room for those stressed by an event. BC Place also promotes service dogs on-site and provides Sensory Awareness Bags containing fidget tools and noise-cancelling headphones to those who ask.

While still on the learning curve, Smith says one of the surprises for her arose from a staff audit. In preparing for the physical requirements of Invictus athletes, the VCC not only audited their building, they audited staff. “It was super interesting and illuminating how, many of our staff identified that they had invisible disabilities. That was a differentiator because you make assumptions. People are showing up and doing their work and you’re not actually thinking if they are supported properly or struggling quietly. And we didn’t know because we never asked.” It was then the VCC realized “our employees are a reflection of society” which helped quantify the magnitude of invisible disabilities of their clients.

Knowing this goes to the sustainability of staff and operations. And by extension, this knowledge helps guests, whether a free independent traveller or corporate client.

Overcoming these disabilities is the new frontier in diversity, equity and inclusion conversation.

Jess Stainbrook, executive director of the Invisible Disabilities Association, says “About 25 per cent of people have a disability, and 75 per cent of those people have an invisible disability or more than one.”

Stainbrook suggests hotels start with awareness and understanding to better accommodate people living with various invisible disabilities. And consider, “Construction materials can even be a factor for people with chemical sensitivities or allergies. The off-gassing from new carpet or drywall is tremendous.”

This is an area which some hotels began addressing 20 years ago when environmental sensitivities were starting to be understood. That was the same time properties began eliminating smoking rooms. The then-new Fairmont Waterfront Vancouver got so many special requests—an average of 17 a day—to remove anything which could trigger an allergic reaction that they developed a featherless floor. At the same time, the Fairmont Vancouver Airport worked with an allergist at the University of British Columbia to create a floor for allergysensitive travellers. They removed feather pillows, scented bath and cleaning products, and washed linens using a higher heat to help guests with sensitive skin.

Currently, Hilton Hotels is addressing invisible illness starting at check-in. A Hilton spokesperson says, “Hilton has made significant investment in the technology within the Hilton Honors app, allowing guests to leverage our ‘straight-toroom’ digital self-service tools. Where available, these tools include the ability to choose your room, digitally check-in, utilize our Digital Key to open guest room doors with mobile phones, and digitally check out. With this technology, guests who are neurodiverse or require additional accommodation can adapt their travel experience based on their specific needs. “For example, this could include selecting a room away from elevators or highly trafficked areas or bypassing the front desk to avoid waiting in the lobby, if that may be a concern. Additionally, individuals who are blind or have low vision engage with their environment through touch. With Digital Key, any guest can use their own mobile device to tap a button and unlock their door, making access to their room quick and accessible. Currently, 82 per cent of hotels globally offer Digital Key.”

Additionally, Hilton’s Confirmed Connected Rooms allows anyone travelling with a caregiver to have their own room while guaranteeing their companion is on the other side of the connecting door.

Hilton has also worked with Meeting Planners International to help create meeting environments inclusive of and accessible to all individuals regardless of nuance or need. Hilton’s Event Ready Playbook provides a checklist which helps meeting planners be more inclusive of neurodivergent individuals. Among the suggestions are providing sensory-avoidant individuals with noise-cancelling headphones, sunglasses, printed materials or “fidget kits;” offering quiet spaces with low lighting away from high-traffic areas; providing advance notice of high-impact moments such as strobe lights, fog machines, air horns, which may overwhelm sensory-sensitive individuals; and briefing team members on non-apparent disabilities.

The Hilton measures mirror those suggested by The Neu Project (TNP). TNP is a group of travel professionals focused on making the world “more welcoming and productive for neurodivergent communities.” They have developed papers and checklists which can be helpful for hoteliers and event organizers in developing procedures and products to meet the special needs and challenges of this segment of travellers.

The TNP’s checklist addresses inclusive colour palettes, avoiding neon and bright red, which can over-stimulate; thoughtful acoustics—again to avoid sensory overload or shock from unintended high frequencies like passing a mike in front of a speaker which can set off Tourette Syndrome ticks; the impact of food smells; and preference for single person and gender-neutral washrooms.

TNP has ideas on preferred F&B solutions, guest amenities (like weighted blankets, stuffed animals and cushions), and visual identifiers for support staff. Their basic message is, “There is no wrong way to try to be more inclusive.”

At Chelsea Hotel, Toronto Jim Stewart, director of human resources, says they engage in staff training so all team members are aware of the Accessibility for Ontarians with Disabilities Act (AODA) and maintain a dedicated AODA committee. “All new colleagues are trained on how best to serve guests with disabilities (visible and invisible). Last year,

as part of our Unconscious Bias training, we reviewed the elements of AODA and serving guests with disabilities (with an emphasis on invisible disabilities).”

Tess Clarke, Chelsea’s director of rooms, says, “While we don’t have a quiet room, we do have quiet spaces in the hotel.” And they offer guests two types of accessible rooms. The Fully Modified Accessible Room is close to elevators; has a wider door and passageway; bedside phone; pulldown door handles; strobe lighting for fire alarms for hearing impaired; lowered thermostat, closet rod and peephole; and modified bathroom. The Modified Accessible Room is located at the end of hallways; has a king bed, wide door and passageway; and roll-in shower and bench.

Helping to make the travels and experiences of those dealing with invisible disabilities is being embraced by a diverse array of corporate Canada. Sobeys stores, for example, suggest certain shopping hours when crowds are lowest and they can adjust lighting and sound to create a less stressful experience. In September TD Bank launched a program to make various materials more easily read by colour-blind clients. And facilities like Vancouver International and Halifax Stanfield International airports have adopted a sunflower program where travellers can discretely signal their need for additional support by wearing a special lanyard or pin. The program also provides an app and hearing loops to help travellers with hearing aids or cochlear implants.

The bottom line is that while a significant percentage of guests, clients and staff may be dealing with one or more invisible disabilities, it doesn’t require a capital outlay by the host property to address. A lot of the best practices focus on staff training and a review of operational procedures. Additionally, creating inclusive policies has been shown to help with staff recruitment and retention.