Ascott, the wholly owned lodging business unit of CapitaLand Investment, has introduced the Disability Inclusion Playbook for the Accommodation Sector, one of the world’s first open-access, holistic guides for inclusive hospitality. Developed with disability inclusion specialists Colorful Earth, it is supported by SG Enable, World Sustainable Hospitality Alliance and Valuable 500.
The playbook provides guidance across five pillars – Inclusive Training, Spaces, Hiring, Digital Interfaces and Programmes – enabling accommodation providers to deliver accessible stay experiences from pre-arrival to departure. It covers governance, collaboration with the disability community, barrier-free infrastructure, accessible programmes and role-specific training.
Starting from 2026, at least one Ascott property in every country will host a community programme dedicated to disability inclusion. The company will also report on the hiring of persons with disabilities in its annual sustainability reports and provide standardised accessibility profiles for every property, detailing room features, measurements and transport options. Around 60 per cent of properties already provide accessibility information, with plans to extend it globally.
By 2027, all frontline associates will have completed disability awareness training. By 2028, all guest-facing digital platforms will meet Web Content Accessibility Guidelines 2.1 AA standards. Ascott’s booking website already complies, with its Ascott Star Rewards mobile app next in line.
The launch featured the playbook’s cover artwork, co-created by artists with disabilities from SG Enable’s i’mable Collective alongside Ascott associates. The artwork represents the five pillars of Ascott CARES, the company’s sustainability framework, and will be incorporated into apparel and collateral to inspire inclusive practices.
An assistive amenities toolkit, developed with SalvageGarden, was also showcased. The 3D-printed items – including holders for cutlery, toothbrushes and mugs, a toothpaste squeezer and a tactile hotel map – will be piloted at four Singapore properties, with guest feedback shaping future iterations.
The playbook is publicly available on DiscoverASR.com and will be promoted across partner platforms and Singapore Tourism Board channels.
Beh Siew Kim, chief financial and sustainability officer, lodging, CapitaLand Investment, said: “The playbook will guide Ascott’s disability inclusion efforts across our global portfolio of more than 1,000 operational and pipeline properties in over 40 countries, and we welcome other operators to join us in this collective journey.
“Real inclusion requires more than guidance – it demands action, accountability and shared learning. By sharing both our learnings and commitments, we aim to accelerate collective progress and show that inclusive hospitality is not just the right thing to do; it is vital to building resilient businesses that truly serve all guests and communities.”
SG Enable CEO Lee May Gee added: “This global disability inclusion playbook translates aspiration into action – exemplifying what can be achieved when industry leaders, persons with disabilities, and community partners come together to co-create solutions grounded in lived experience.”
“We hope it inspires others in the hospitality and tourism sectors to join us in shaping a world where everyone feels welcomed, valued and included.”
