The Role of Hosts in Private Accommodations

As someone who navigates the world in a wheelchair, I’ve come to realize that the success of any trip hinges not just on the destination, but on the experience of getting there, staying there, and feeling fully accommodated. I’ve had countless adventures, from magical Disney escapes to the rugged landscapes of Scotland, and through it all, I’ve seen firsthand just how essential a good host is, especially when accessible accommodation is involved.

A Trip That Went Awry

Recently, my family and I booked an Airbnb in London. What was supposed to be a relaxing start to our trip quickly turned into a lesson in the importance of clear communication and dependable hosts. When we arrived, my oldest child fell ill. But that wasn’t the biggest issue we faced—the elevator in our building stopped working just hours after we settled in.

Now, for most travelers, an out-of-order elevator is an inconvenience. For me, it was a serious barrier. I use a powered wheelchair, and we were staying on the fourth floor. Having already communicated with the host prior to booking, I made it clear that an elevator was an absolute necessity. My message had explicitly stated, “Hi, my name is Chet, and I travel in a powered wheelchair.” Yet, hours passed with no fix and minimal communication from the host.

The Moment of Truth

At first, I thought it was a minor issue. I reached out to the host and mentioned the elevator problem, and they responded that they had contacted the elevator company. Hours passed, and we still hadn’t heard back. By 8pm, with no updates, I texted the host again. The response? The elevator company didn’t know when they could fix it.

Faced with no other options, my wife and I had to come up with a plan. We couldn’t stay trapped on the fourth floor, not with a cruise coming up and the simple need to explore. My wife, Joni, along with our oldest daughter, had to carry my 50-pound wheelchair down the stairs. Meanwhile, I resorted to scooting down the steps, one at a time, while our younger children pulled our luggage down the four flights. It was a spectacle, to say the least.

Neighbors in the building saw our struggle, offering sympathetic looks but no help. We felt isolated, frustrated, and ultimately let down by the host.

The Problem with ‘Inconvenience’

One of the responses I received from the host was a simple, “Sorry for the inconvenience.” It was one of the first times I realized how inadequate that word was for this situation. Being trapped on the fourth floor of a building with no way to leave because of a broken elevator is not an inconvenience—it’s a barrier that prevents someone from living their life.

Inconvenience is when you have to take five steps instead of two. What we experienced was preventative. The appropriate response should have been something more like, “We are deeply sorry that our failure to maintain our equipment has prevented you from leaving your apartment.” This was more than just a hassle; it was a complete halt to our ability to function during our stay.

The Importance of Transparency

Later, we discovered from other tenants in the building that the elevator had been malfunctioning for weeks. A quick look at the Airbnb reviews confirmed that several guests had mentioned elevator issues. This was a critical detail that the host never disclosed. When I confronted them, their initial offer was to refund just 50% of the stay—an insult, given the circumstances. Only after pressing did they agree to refund the full amount.

Yet, the damage was done. I wasn’t just frustrated; I felt betrayed. I had made my accessibility needs crystal clear, and the host knew about the ongoing elevator problem but didn’t inform me. Worse still, because the host canceled the reservation, I couldn’t leave a review to warn future travelers.

A Call to Action for Hosts

Hosts play an instrumental role in ensuring that accessible travel is truly accessible. It’s not enough to simply list your property as accessible or to offer features like an elevator or ramps. As hosts, you must actively ensure that these accommodations are fully functional and that any issues are communicated upfront.

Inaccessible accommodations don’t just inconvenience travelers like me—they can completely derail our trips. Whether it’s a malfunctioning elevator, a too-narrow doorway, or a lack of grab bars, these seemingly small details can have a monumental impact on someone with mobility challenges.

At Off to Neverland Travel®, we believe in breaking down barriers to ensure that everyone has the opportunity to explore the world. But this mission requires partnership from property owners and hosts. By being proactive, transparent, and responsive, you can play a vital role in creating a travel experience that’s not just memorable, but empowering for all.

So, to every host out there, remember this: Your actions matter. A little kindness, transparency, and effort go a long way in making the world more accessible for everyone. And to fellow travelers, don’t hesitate to speak up for your needs and expect nothing less than accommodations that truly work for you.