Exploring the Performance of Hotels’ Websites for Guests With Disabilities: A Content Analysis Approach

Abstract

The globally rising awareness about the social inclusion of individuals with disabilities also influences the tourism and hospitality industry in Turkey. This exploratory research focuses on the disability related content of 61 four and five star hotels’ corporate websites in Izmir to reveal the provision of services to people with disabilities within the lodging industry via content analysis. The findings mainly revealed that the websites are not well-structured to support social inclusion of people with disabilities. Most of the hotel websites lack the details of general accessible information and visuals of the properties related to disability and measurement details of offered products in line with the services. Accordingly, empowerment of stakeholders is emphasized in order to improve the awareness of economic and social benefits in accessible accommodation.