Ascott launched last week the Disability Inclusion Playbook for the accommodation sector in partnership with Colorful Earth, specialists in disability inclusion, and supported by SG Enable (Singapore’s focal agency for disability and inclusion), World Sustainable Hospitality Alliance, and Valuable 500 (an international non-profit of over 500 multinational corporations advancing disability inclusion).
An estimated 1.3 billion people – or about 16% of the global population – live with permanent disabilities*, representing a substantial yet underserved market in tourism and hospitality. Accessibility is therefore both a social imperative and a significant opportunity for the hospitality industry.
The playbook empowers accommodation providers of all sizes to deliver welcoming and inclusive stay experiences from pre-arrival to departure, while fostering inclusive hiring and training practices. It addresses the diverse needs of travellers with disabilities, covering areas such as governance and strategy, collaboration with the disability community, barrier-free infrastructure, accessible programs, and function-specific training.
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At the launch of the Playbook, Ascott announced a comprehensive set of disability inclusion commitments, structured around the playbook’s framework:
- Starting from 2026, at least one Ascott property in every country where it operates will host a community program dedicated to disability inclusion. The company will also begin reporting on the hiring of persons with disabilities in its annual sustainability reports. Every property will feature a standardised accessibility profile detailing room features, measurements, and accessible transport options, empowering guests to make informed booking decisions. Currently, around 60% of Ascott’s operational properties already provide accessibility information, with plans to transition to a standardised template and extend it progressively across the remaining properties.
- By 2027, 100% of Ascott’s frontline associates globally will have completed disability awareness training. To date, over 100 associates in Singapore and Australia have been trained to create welcoming stay experiences for guests with disabilities.
- By 2028, all guest-facing digital platforms will meet Web Content Accessibility Guidelines (WCAG) 2.1 AA accessibility standards, ensuring a seamless and inclusive online experience. Ascott’s booking website, DiscoverASR.com, already complies with these standards, with its Ascott Star Rewards mobile app next in line.
[Ms Beh Siew Kim, Chief Financial & Sustainability Officer, Lodging, CapitaLand Investment, at the Playbook’s launch event]
“Real inclusion requires more than guidance – it demands action, accountability and shared learning. That is why Ascott is backing this playbook with measurable commitments across our global portfolio, including standardised accessibility profiles for our properties, comprehensive staff training and transparent reporting on our progress. By sharing both our learnings and commitments, we aim to accelerate collective progress and show that inclusive hospitality is not just the right thing to do; it is vital to building resilient businesses that truly serve all guests and communities,” she added.
For more information and key milestones in Ascott’s disability inclusion journey, please refer to The Ascott Limited Sustainability Report 2024 (pages 23 to 28), which highlights the company’s actions and progress towards its vision of building a greener, more inclusive future.
Continue reading the original press release here: https://www.discoverasr.com/en/the-ascott-limited/newsroom/2025/ascott-launches-holistic-disability-inclusion-playbook-for-accommodation-sector
*Source: World Health Organisation: Global Report on Health Equity for Persons with Disabilities
