Hyatt highlights neurodivergent travelers’ needs in new initiative to improve hotel experience

02.05.2024 - 20:39 / thepointsguy.com

Reliable information regarding hotel accessibility can be murky at best, and the broader hotel industry often comes up short in making this travel experience as easy as possible. Hyatt leaders are showing the company is taking this seriously in a new initiative highlighting the needs of neurodivergent travelers and what needs to be done to improve the travel experience from booking to checking out.

The Chicago-based hotel giant partnered with KultureCity, a nonprofit group focused on sensory accessibility and acceptance for those with invisible disabilities, as well as consultants with New York University's Jonathan M. Tisch Center of Hospitality, to conduct a survey to better inform hotels on what needs to be done to make the industry a more welcoming space for neurodivergent travelers.

"This new research, in connection with our disABILITIES Diversity Business Resource Group and feedback from guests, customers and World of Hyatt members, are our guideposts for further advancing our care for this important and growing community," said Mark Vondrasek, Hyatt's chief commercial officer. "We know there is room to drive awareness on invisible disabilities within the hospitality industry, and we're committed to creating more inclusive spaces."

The survey found various areas where hoteliers can improve processes in both the research and booking phase of travel and at the property level once guests arrive.

Nearly 70% of caregivers and more than half of neurodivergent travelers said they would disclose their neurodiversity during the booking process for a hotel to better serve them. More than 75% of neurodivergent business travelers said they would be willing to disclose their neurodiversity in this process.

In turn, this self-disclosure compels hotels to offer training to staff members to increase the understanding and inclusion of neurodivergent travelers.

The Hyatt Regency Aqaba Ayla in Jordan is a Certified Autism Center, while properties like the Hyatt House Seattle/Bellevue, Hyatt Place Salt Lake City/Downtown/The Gateway and Hyatt Place Philadelphia/King of Prussia have KultureCity's Sensory Inclusive Certification, meaning teams are trained to ensure accessibility and offer sensory aids like headphones and fidget tools.

Hyatt is also testing out new "Hyatt Has It" items, including sensory aids and weighted blankets, catered to neurodivergent travelers at four properties.

More than half of neurodivergent respondents said they'd like more visual layouts of properties (think: floor plans and 3D virtual tours) to make their travel experience easier. The Thompson Central Park New York and the Grand Hyatt Vail are some of Hyatt's hotels already doing this, and more are exploring this capability.

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