Creating an accessible web presence for the lodging industry

James O. Abrams
Cihan Cobanoglu
Kathleen Wahlbin
Clay Gaynor
Lina Xiong, Marshall University

Can be found online at

Copyright © 2010—American Hotel & Lodging Association. All rights reserved. Reprinted with permission.


Like every industry, the hotel and lodging sector has been fundamentally changed by the Internet. Guests and potential guests increasingly turn to the Web to research properties, check room rates, make reservations, and share their experiences. As such, it’s become ever more important to have a dynamic, user-friendly, and attractive online presence.

But as we move forward in the digital age, it’s imperative that your digital presence be accessible to all users, including those living with disabilities. A disability is not simply blindness, deafness, paralysis, etc. While those conditions certainly qualify as disabilities, the reality is that many impairments— from arthritis to attention deficit hyperactivity disorder to color blindness—prevent people from fully engaging with the Web.

As you’ll read in this document, ensuring an accessible Web site is every bit as important as ensuring accessible physical facilities. And it’s not only the right thing to do—it’s also the law.