Why specific questions work better
Asking whether a room is accessible usually gets a yes. That tells you little, because the word covers a wide range of layouts and because the person replying may not know your needs. Specific questions get specific answers, and specific answers are easier to hold a hotel to if the room turns out to be different.
The questions below are grouped by area. Pick the ones that matter to you, and do not feel you have to ask them all. Send them by email if you can, so you have a written reply.
Before the questions: know your own numbers
If you use a wheelchair, scooter or walker, find out its width and turning needs, and the height of your seat if transfers matter. Measure your own equipment rather than guessing. Having a few figures to give the hotel makes the conversation more concrete. Also decide what you can manage and what you cannot: for example, a small threshold may be fine, a step may not.
Getting to the room
- Is the route from the entrance to the room entirely step-free?
- Which floor is the room on, and is there a lift to that floor?
- How wide is the lift door and how large is the cabin?
- Are the corridors wide enough for a wheelchair to turn, and are they kept clear?
- Is there another way out if the lift is out of service?
The door and entry
- What is the clear width of the room door when open?
- Is there a threshold, and how high is it?
- Is the door heavy, and does it have a lever handle or a knob?
- Does the key card reader sit at a reachable height?
- Is there a peephole or a door viewer at a usable height?
The bathroom
This is the most important area for many guests, and the answers vary most.
- Does the room have a roll-in shower, a walk-in shower with a lip, or a bath?
- If there is a bath, is there a grab bar and a bench?
- Where exactly are the grab bars?
- Is there a shower seat, and is it fixed or removable?
- Can the shower head be handheld and the controls reached from a seated position?
- What is the toilet height, and which side has transfer space?
- Is there knee clearance under the sink?
- What is the clear floor space in the bathroom, and does the door open inward or outward?
Ask for photos of the bathroom. A photo often shows more than a description.
The bed and sleeping area
- What is the approximate bed height from floor to top of mattress?
- Is the space beside the bed wide enough for a wheelchair or walker, and on which sides?
- Is there a choice of one large bed or two separate beds?
- Can furniture be moved to make space?
- Are lights, outlets, thermostat and closet rod within reach?
If you need a particular arrangement for transfers, say so. Hotels often cannot change beds, but may be able to move furniture or remove an item.
Equipment and extras
- Does the hotel keep portable equipment such as a shower chair, a raised toilet seat or bed rails, and can it be reserved for my dates?
- Is there somewhere to store or charge a mobility device in or near the room?
- Is a refrigerator available if I need to store medication?
If you travel with medical equipment, ask this early because outlet positions and storage may influence the room choice.
The booking itself
- Is the accessible room guaranteed for my dates, or only requested?
- If I booked through a third-party site, will the hotel attach my request to the reservation? Direct booking, or a direct confirmation after booking elsewhere, can make this easier.
- What is the cancellation policy if the room is not as described?
- If the room is not available on arrival, what will the hotel do? Will it offer a comparable room, and will it help me find another place?
- Will I be charged more for the accessible room type?
Rates and policies differ, so check the current terms with the provider before paying.
How to word and keep the answers
Write a short email that lists the questions in numbered form, so replies can be matched to each one. Ask them to reply in writing and say who is replying. If you talk by phone, send a follow-up message summarizing what was said: “Thanks for speaking with me today. To confirm, you told me that…”. Keep the thread with your booking confirmation and bring a copy.
If answers are vague, such as the bathroom is accessible, ask again with a more specific wording, or consider this a signal to look elsewhere.
After you book
Reconfirm a few days before arrival, and mention your needs again at check-in. If the room differs from what was promised, show the written message at the front desk and ask for a workable solution that day. Outcomes can vary, so keep a backup in mind.