Disabled People: Hotel Facilities
Debate between Baroness Thomas of Winchester and Lord Bourne of Aberystwyth
Baroness Thomas of Winchester (LD)
My Lords, I tabled this Question in October, having been thoroughly frustrated in booking various hotels away from London over the past year that did not have adequate facilities for a disabled person such as me. Other disabled people tell me the same story. It is not just hotels for holidays, but hotels for work assignments and weekend conferences, which are not necessarily in holiday locations.
In 2010 the campaigning group of young disabled people, Trailblazers, published a report, All Inclusive?, which investigated their members’ experiences of travel, both here and abroad. It found that one-third of young disabled people said that the accessibility of bathrooms was the biggest challenge for them, and six out of 10 said that most hotels were inaccessible and did not cater to their requirements. On the whole, I absolve the big hotel chains, which mostly take facilities for disabled people seriously. No, the hotels I am talking about are the ordinary, smaller ones up and down the country that do not have a familiar name attached.
At the outset, I must make it plain that I understand that there are many different disabilities, but that I shall focus on the one I know best—that is, people with mobility problems. I hope that other speakers may address problems with other disabilities.
I am sure all of us speaking this evening will have our own tales of woe. I recently stayed in an upmarket hotel in Cambridge, which I was assured had disabled facilities. It had—almost—but the lavatory had a swing-down arm with no corresponding rail on the other side, making it unusable by me and anyone who has to lever themselves up. It had a handle high up on the opposite wall instead. The remedy—to put a rail on the other side of the swing-down rail at the same height—would have cost a few pounds. Yes, I reported it to the hotel staff, but it probably has not been changed. Could I have reported it to someone more senior? Yes, almost certainly, because I suppose that the hotel was technically breaking the law in not complying with Part M of the building regulations. In fact, I have to take my own facilities round with me in my car, which is why I cannot go to places by public transport.
I hope that the DWP is listening to this part of my speech, because it is why I am so passionate about trying to change the very unfair “moving about” descriptor in the personal independence payment assessment, which may render thousands of those with Motability cars ineligible for them when the bulk of the reassessments are done from October. But that is a debate for another day.
The first thing one needs is to be able to get into the hotel. Luckily, many hotels have some kind of side or back entrance that can be used if there are steps in front, but others rely on ramps for one, two or even three steps. Some ramps are fine, but many hotels do not realise that they cannot be too steep and they must be strong and reliable, otherwise they are dangerous. Once inside, if there is no bedroom on the ground floor, there must be a lift. Last year I was solemnly told by one hotel that yes, they had a disabled bedroom but it was on the first floor. Had they got a lift? No.
Once in the bedroom—through a door wide enough for a wheelchair—the next thing many disabled people need is a bathroom that is a wet shower room with no steps, even if it is in quite a small space. Showers over the bath are no good, and a lavatory with a fashionably low pedestal is no good to many of us, even with a drop-down rail. Again, it may not comply with Part M of the building regulations.
So what is Part M? Accessibility requirements for disabled people are clearly set out in this part of the building regulations and British Standard BS8300, including heights, widths, levels and manoeuvring spaces. While the Disability Discrimination Act and now the Equality Act require reasonable adjustments to be made, the basic level of access provision in Part M for hotels is: level or only slightly sloped surfaces; readily available contact with reception, including from outside; a lower counter provision with a seat at reception; reasonably wide doors; accessible toilets suitable for wheelchair users for restaurant, bar and function room users; and 5% of wheelchair-accessible bedrooms with wheelchair-accessible en suites. These basic facilities have been required since April 2004, but there is no doubt that thousands of hotels around the country are not meeting this basic level. What is being done to enforce the duty to make reasonable adjustments, as set out in the Equality Act? In other words, who checks to see that Part M and BS8300 are being met? Why are so many hotels allowed not to have these facilities?
I gather that even new buildings do not always pass through the building control system properly. New buildings should get building regulation approval when the number of accessible bedrooms, and their accessibility, have to be approved. But many local authorities do not have an access officer who advises building inspectors, especially these days when money is so tight, and the alternative approved inspectors do not necessarily follow the guidelines. What is the industry doing about this parlous state of affairs?
VisitEngland, which took over from the English Tourism Council, is at least trying—but I would like it to try harder. It acknowledges that the overnight accessible tourism market is now worth £3 billion to the economy in England. This figure may include those disabled people who have to stay in hotels for their employment, and I wonder whether this is part of the problem. In other words, this is not just a tourism problem within the budget of the DCMS but one also for the Office for Disability Issues, which comes under the DWP. I hope that they talk to each other about the whole question of accessibility.
The ODI has an excellent Accessible Britain campaign but I wonder whether it is well enough known and whether there are links to it on the main tourist websites. VisitEngland would like hotels to produce an access statement, but only its star-rated accommodation is required to complete it. It also manages a voluntary national accessibility scheme. I would like VisitEngland, or someone, to be much tougher on those hotels which are not part of any scheme, particularly as it says that overnight trips by disabled travellers and their companions have increased by 19%, with spend up by 33%, over the past four years. This should show all hoteliers the potential of making their hotels fully accessible, with the population getting older and more disabled. Many visitors from abroad will expect good facilities for disabled people.
DisabledGo is another excellent organisation which publishes useful access guides to hotels but cannot do anything about hotels that do not make reasonable adjustments. It stresses in particular the need for all hotels to train their staff appropriately to give a good welcome and proper information to disabled travellers.
One particularly British problem is that many hoteliers will plead listed-building status as a good reason for not even trying to alter their facilities. But Martin Affleck, an architect and well respected access adviser, says:
“In my experience, too often historic gradings are used as an excuse not to consider anything. Access consultants and architects can apply the standards to existing premises and, if there is an issue with their historic fabric, can often find solutions and alternatives that will be acceptable to English Heritage and local planning officers”.
Here I make a plea to English Heritage. I ask it to please give hoteliers every help it can in making reasonable adjustments to listed buildings for disabled facilities. After all—dare I say?—people are more important than buildings. Perhaps my noble friend could tell me if VAT applies to alterations to listed buildings if they improve facilities for disabled people. If it does, perhaps the Treasury should be persuaded to change this rule.
Finally, one of the most shocking things that I have heard from those who talk to hotel managers is that they do not want any of their rooms to look “medicalised” because it puts non-disabled people off. One Member of your Lordships’ House has had that said to him, so he has generously agreed to support a design competition, in my name and with charitable funds, which aims to improve the definitely non-medicalised design of hotel rooms for disabled visitors, working with the hotel industry in the UK. I look forward to the rest of the debate and the to Minister’s response.
Lord Bourne of Aberystwyth (Con)
My Lords, perhaps I may respectfully remind Members that this is a time-limited debate with six minutes for noble Lords.