I recently shared five posts about different mobile experiences on one trip, from booking a hotel via a mobile site to ordering dinner through a resort app. Now I would like to explain why these stories matter.
I’m blind and use a screen reader. I write not as a developer, but as someone who lives these digital experiences daily, especially when I travel.
This trip was supposed to be a break. However, at nearly every mobile touchpoint—whether it was an app or a website—the tools meant to support guests didn’t work for me. That’s more than “bad UX.” It’s a sign that hospitality tech is advancing faster than its accessibility.
From Booking to Dining: One Trip, Five Accessibility Breakdowns
Across the airline and hotel apps I used, I ran into digital accessibility issues at almost every stage:
- Menus that used unlabeled images instead of readable text
- Booking forms with missing field instructions or improperly grouped inputs
- Tabs and buttons that weren’t labeled or didn’t announce changes
- Checkboxes that gave incorrect feedback about what was selected
- Payment screens that weren’t readable at all with a screen reader
These weren’t device bugs. They were design and development choices made by companies investing heavily in digital experiences, but skipping real accessibility testing.
That’s a missed opportunity for users like me and for the businesses themselves.
Why Digital Accessibility Matters in Hospitality
1. Reach More Customers
In the U.S., 1 in 4 adults lives with a disability. Globally, that’s more than 1 billion people. Accessible websites and apps help more people explore, book, and enjoy services independently. That’s not a niche, that’s good business.
2. Don’t Let Lawsuits Be the Wake-Up Call
Digital inaccessibility is a legal, civil rights issue. Failing to provide accessible digital services doesn’t just frustrate guests; it also opens the door to costly legal action under laws such as the Americans with Disabilities Act (ADA) in the United States and regulations created by European countries under the European Accessibility Act (EAA).
3. Improve Usability for Everyone
Many of the issues I encountered, like poor labeling or confusing navigation, also frustrate sighted users. Improving accessibility often enhances the user experience for all guests, particularly on mobile devices.
4. Reflect Your Brand’s Values
If your property has accessible rooms, ramps, or elevators, your digital platforms should reflect that same level of inclusion.
If hospitality is about welcoming people, then that welcome shouldn’t stop at the lobby door; it should extend to your website and app as well.
Accessibility Checklist for Hospitality Mobile Experiences
Can users with disabilities independently:
- Complete a hotel reservation on your mobile site?
- Check in for a flight or hotel using a screen reader?
- View and order from digital menus with readable text?
- Navigate tabs, dropdowns, and forms with keyboard or screen reader input?
- Confirm bookings or orders with accessible status messages?
If not, it’s time to close the gaps before users bounce or lawsuits begin.
What Companies Can Do
Start with Real Testing
- Use VoiceOver (iOS) and TalkBack (Android).
- Test with keyboard navigation.
- Involve people with disabilities.
Can someone using a screen reader or keyboard complete a reservation, order a meal, or request a shuttle without help?
Identify and Fix Gaps
Once you know where users get stuck, fix it. Accessibility is about removing barriers.
Final Thoughts
I enjoyed parts of this trip. The airline got me there. The resort was beautiful. The food was excellent.
But the digital experience? It sent the message: We didn’t build this for you.
That’s not the message any brand wants to send, especially not in hospitality.
The tools to build accessible websites and apps already exist. What’s missing is commitment.
I hope that by sharing these stories, I’ve helped you see the gaps more clearly. And that you’ll take the next step—not just to meet compliance, but to create real inclusion.
Every guest deserves a seamless experience. And every business benefits when accessibility is built in.
Continue the Series
- Blog 1: Making a Hotel Reservation
- Blog 2: Checking in for a Flight
- Blog 3: Using an Airline Mobile App
- Blog 4: Using a Resort Mobile App
- Blog 5: Ordering Dinner from a Resort Restaurant
Ready to Close the Gaps?
- Read how UsableNet supports our travel hospitality partners here
- Contact us to discuss your digital accessibility initiative.
