‘Wheelchair Friendly’

[jimoine]

Wasn’t sure where to post this so please redirect me if there is somewhere more appropriate.

If somewhere is advertised as ‘wheelchair friendly’, what does it actually mean? Is there a standard definition and standard requirements it has to meet (in the UK), or is it up to the user of the service to check that it meets their requirements?

We booked a property which advertised itself as such and then discovered on arrival that apart from a ramp to access the property, it was difficult to manoeuvre within the property and the washroom was too narrow completely to enter with the wheelchair. We ended up having to leave because it just wasn’t suitable.

Any pointers or advice would be most appreciated.

The Equality Act underlines service providers’ duties and gives recommendations around accessibility, but doesn't list specific features. There is best practice guidance around adapting a business for accessibility, recommended standards of design application to ensure widest accessibility, and building regulations which stipulate things like room, corridor, and entryways for new buildings and major refurbishments, but unfortunately not all businesses will follow the former or can achieve the latter if older buildings. In practice, the hotel can say that they are “wheelchair friendly” by dint of having an access ramp but that they cannot guarantee that ever wheelchair a guest arrives with will be able to fit in the space.

Was this an independent or chain hotel? I’d write to the management setting out what the problems were and linking to things like and building regs (https://assets.publishing.service.gov.uk/media/66f6c5eec71e42688b65ee11/ADMV2_with2024amendments.pdf) if it is a new building and accessibility design guides (https://www.london.gov.uk/sites/default/files/glamigratefilesdestination/archives/accessible-hotels-draft-BPG.pdf) _recommending they review their provision and how they describe and advertise it and should strongly consider detailing what their provision actually offers and providing dimensions in future.

From a personal point of view, I’d certainly seek a full refund and some compensation for the inconvenience you incurred by believing you could rely on their description of being “wheelchair friendly”, as a goodwill gesture.

It’s not legally defined, I’ve check this carefully following a complaint at work. The fact you cannot fit really large electric wheelchairs in our 1960’s built disabled toilet isn’t considered an issue because you can fit a standard manual chair without issue, so we can describe the space as wheelchair accessible (it meets minimum requirements)

Thank you both. It was a private property booked via a holiday website, but booked directly with the owners. The owner claims to have referred the person who booked to their ‘access statement’ which details things like door widths - which are smaller than a standard wheelchair so I don’t understand why they would want wheelchair users to book their property when it clearly is not suitable. In any case there is no mention of this statement in any of the booking details.

I also noticed since my complaint and request for a refund, they have since changed their description and removed wheelchair friendly - I have evidence of this, but what can I do with it? Where can I go with this?

They are being very difficult and dragging things out so not hopeful of a refund.

Anyone letting a property in this manner has obligations under the equality act to make 'reasonable adjustments' to accommodate access needs, as I'm sure you're aware.

They are also obligated to provide clear and accurate details of how the property is, and isn't, accessible, under consumer protection law.

You say that the property owner referred the booker to their access statement. When did they do so? If this information was readily available on the website listing, or was provided upon request prior to booking, then (assuming it was complete and accurate) they have likely fulfilled their obligations.

If it wasn't readily available, or only provided at the point a complaint was made, they may not have met their obligations. Same goes if key information was omitted or unclear, for example, noting door widths where these would prevent standard wheelchair access.

You say the booking was made through a website, but you also say it was made directly with the property owner. If you have used a third party website to make the booking, you may be able to raise the issue with them if the property owner is not cooperating/communicating, or is disputing your complaint.

If this isn't the case, then you would need to pursue a small claim against the owner.

'Wheelchair friendly' isn't a term with a rigid legal definition. The question is, did the owner provide clear, accurate and complete details as to how the property is (and isn't) accessible, so that a reasonable person would not be misled when booking?

TLl;DR it doesn't mean anything beyond an advertising gimmick

And unless you have the money upfront, there's nothing you can practically do beyond corresponding with the venue.

Your experience is pretty much the norm, from stories I hear.

Also unless you ensure the facilities are suitable the moment you set off on your journey, all bets can be off when you get there.

I dealt with a case where the venue was accessible when booked. But when the guest arrived a new owner had pea-shingled the car park making it impossible to get a wheelchair across. They did think it was a big deal until the local fire brigade closed them down and they went bust.

Op, the other issue is that wheel chairs vary hugely in size - manual, electric, adult, child, bariatric, upright, horizontal.....

Wheelchair-friendly usually means a ramp and basic surfaces but you need to ask more questions, such as width of doors, width of rooms such as bathrooms, anti-slip surfaces etc.

If you want to flag the issues, there is a group called Tourism for All that offers an advisory. Try them.

They are in the wrong abd should refund you in full. I'd take them to the small claims court if they dont refund.

How did you pay? Might be able to set up a dispute if paid by card.

I have a totally average width manual chair, my house has narrower than current standard doors and I can get through if I move my hands out the way to the mm … I’d say my house isn’t very accessible! It’s a 17 inch seat tilite with no spacers on the wheels. Most powecgairs or NHS Invacares would never get around it.

I have a ramp though eh!

good luck OP, that’s bullshit from the owner.