Resolved complaint (105) about disability discrimination in goods, services and facilities

About the complaint

The complainant has a neurological condition and uses a wheelchair. She says that prior to booking a stay at the respondent hotel, she was informed the hotel was wheelchair accessible. She alleges when she arrived, she found not all facilities were wheelchair accessible, for example, furniture layout made parts of the room inaccessible, there was a step to access the balcony and the gym and pool facilities were accessed via steps.

The hotel said it understood the complainant to be inquiring about the accessibility of the in-room shower facilities. The hotel claimed offering wheelchair access to all its facilities would impose an unjustifiable hardship on it.

The complaint was resolved with an agreement that the hotel pay the complainant $100, deliver disability awareness training to all staff and update information on booking platforms about the accessibility of hotel rooms and facilities

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