Access for all: the role of inclusive hospitality in shaping consumer service experiences

Hospitality as a term is the welcoming nature that revolves around guests or visitors and even strangers. This means making one feel comfortable as well as valued in that space. It is more than just providing access to the space; it is more about curating the space to support the needs of the individual. On a personal level, this may feel like an unnecessary step; however, in the business world, it can make all the difference. While this applies to all business industries, it is at the core of the hospitality industry. Within this context, going above and beyond is the minimum standard. This may not be the same mindset for all establishments within this industry. Some may assume that just providing their services is enough to constitute hospitality offered, whereas some view this as the lowest level that should be built upon. Consumers are more likely to support the latter. Consumer expectations and preferences are constantly changing and evolving. They may require more added value within their experiences to register a positive outlook on a business. Additionally, given that there are always alternatives they can support, they are not obligated to accept the bare minimum. When choices are scarce, businesses have more leeway in terms of getting away with substandard performance. This is not the current state that many businesses are in, especially in the hospitality sector. The market has opened several options for different needs and levels of service, so businesses must keep their pulse on the market in case any of the trends change. One major development that has arisen is that of accessibility and inclusion. Businesses may have previously ignored this element but in today's environment, doing so is a call for disaster. There is also more to accessibility than just the facilities, and so it is necessary to dig deeper to understand what this entails to better support consumers. Mogaji (2026) investigated how inclusive hospitality can influence a guest's experience with hospitality services.When businesses think about accessibility, their first thoughts may concern facilities such as ramps, wheelchair-accessible routes, accessible rooms and the like. While all of these are positive elements, they also represent the bare minimum of services. Establishments cannot just add these extra elements into the existing facilities and expect consumer satisfaction. Accessibility and inclusivity are not a standalone activity and therefore cannot be relegated to just the physical elements that are used. There needs to be a service ecosystem that supports accessibility so that it does not feel like a last-minute attachment. Many times, it comes across as an afterthought, and that is not a good feeling for users. Operating just to meet compliance standards may keep a business afloat for a little while; however, businesses are likely to get swept away eventually. Accessibility also covers a range of service requirements, and while the more visible elements are easier to tackle, they should be just the starting point. There is great diversity even in the realm of accessibility needs. Focusing on just one area can alienate the others and cause frustrations among consumers. This defeats the purpose of inclusive hospitality. It should be the norm and not the exception to cater to accessibility needs. This requires this mindset to be built into the business from the top to the bottom levels.Integrating accessibility in this manner may require an overhaul of current processes and practices. For example, employees may need to be trained to support these additions and to better serve all guests. They may need to be aware of different accessibility needs and how to support them, as well as exhibit a hospitable nature throughout as they engage with guests. This may feel like a culture shock to some but once it is established, it can greatly improve the experiences of both guests and employees. This requires a collaborative effort, not just within the organisation but even externally. Engaging with different stakeholders and revising strategic directions may be in line with what is required. These are serious investments, both in terms of time and money. Businesses that can envision the outcomes can see past these costs and view these as opportunities. Feeling welcome is more than just the surface level elements of a friendly face and a smile with an inviting space, it encompasses every element of the business, including the policies and the language used. These can be overlooked if businesses do not view accessibility within a systems lens. It should work together with other elements of business performance and not in competition with them. Organisations that can recognise this and move accordingly are on their way to creating a truly inclusive hospitality culture.Such a level of effort and change does not just happen without deliberate actions. It is also not something that can be initiated without the necessary buy-in and involvement of all levels. As we live in a world with individuals with diverse needs and requirements, businesses must follow suit to reflect this reality. Hospitality can make the biggest impact given the nature of its work and the fact that the core of the business revolves around making others feel seen, heard and valued. Even in the little things organisations can make big differences in the lives of those they serve.This review is based on “Inclusive hospitality: rethinking accessibility as a service ecosystem” by Emmanuel Mogaji, published in the International Journal of Contemporary Hospitality Management.