Service for all: advancing sustainable tourism through a neuroinclusive lens

This study explores stakeholder misalignments in the provision of neuroinclusive hotel services, thereby contributing to the scholarship on socially sustainable tourism. Drawing on the social model of disability, universal design, and stakeholder theory, it investigates perceptual gaps between neurodivergent guests and hospitality providers’ inclusive practices. Using a mixed-method design, the study identifies structural and attitudinal barriers to neurodivergent inclusion, along with limited agreement across eight service domains, particularly around individualized support and proactive communication. Generational variation emerges, with Generation Z guests reporting higher expectations for neuroinclusive experiences. The findings indicate that hotels must move beyond compliance-based approaches to embed co-created, sensory-aware, and autonomy-enhancing service models, thereby advancing theoretical understandings of inclusive tourism and offering actionable strategies to foster equitable, psychologically safe, and socially inclusive guest experiences.