Imagine a large family, some members of which have physical, sensory, and intellectual disabilities, who decide to spend their summer vacation at a coastal destination. The family in question consists of the father and mother with their children, two 3-month-old twins; the uncles with their 6-year-old son, who has an autism spectrum disorder and special dietary needs; the grandparents, who have mobility and hearing difficulties. The guests are looking for a hotel that can meet the needs and requirements of everyone, so they search online for a hotel that offers the right services.

They chose a hotel, Paradise Beach, which seems to meet their requirements. Upon arrival, the guests were able to use a convenient parking area with easy access to the entrance of the building; accessible rooms on the ground floor, connected and with ample space; cribs for the twins; bathrooms with special access to showers and other wheelchair-accessible facilities, as well as adequate acoustic systems. Difficulties arose during lunch and dinner: the restaurant menu did not include options for different dietary needs; the hotel did not have dining chairs with armrests to aid sitting and rising, nor magnifying glasses or waiters available to read the menu. Additionally, the hotel staff was not trained to suggest activities to do or places to visit outside the hotel, according to the specific needs of each guest. For these reasons, the family’s feedback was not entirely positive, even though some of the services offered by the hotel aligned with the guests’ needs. The hotel manager is concerned about losing customers, so they are determined to address the gaps and improve the hotel’s structure.