Compliance of Zimbabwean Hotels in the Provision of Innovative Facilities for Guests with Disabilities

Abstract

Purpose: In Zimbabwe, people with disabilities have limited options when looking for hotel accommodation as hotels often lack facilities that cater to their specific needs. This study sought to explore the perceptions of people with disabilities on the compliance of Zimbabwean hotels in the provision of innovative facilities for guests with disabilities. Methods: Data was collected by administering a semi-structured interview guide to 55 respondents. Thematic analysis of the data was carried out. Results: The findings indicate that hotels are not compliant in terms of providing innovative facilities for guests with disabilities. Accessibility of facilities emerged as the most important consideration for guests with disabilities. Conclusion: It is recommended that hotels be more innovative and upgrade their facilities so that they are accessible to people with disabilities. This would not only enhance their guests’ hotel experience, but would also expand the hotels’ customer base to include this clientele.