Know Before You Go…

During my time working in Marketing at Walt Disney World, there were website areas that I deeply appreciated which involved providing essential information to two specific groups of visitors: families with babies and toddlers, and guests with allergies. These online resources were invaluable because they answered critical questions in advance, reducing stress and enhancing the guest experience.

For families traveling with babies and toddlers, the site detailed the locations of baby care stations, which offered diapers for purchase, spacious changing areas, and quiet spaces to escape the noise and heat with their little ones. Parents could even customize park maps to highlight attractions suitable for children by age. Similarly, the allergy-friendly dining selection allowed guests to identify appropriate menu options without sifting through ingredient lists at every venue. Although my own sons were beyond the baby stage and we didn’t require allergy accommodations, I was genuinely impressed by the effort invested in ensuring these guests had a smoother, more enjoyable experience.

Reflecting on this, I’ve realized how critical it is to prioritize providing clear, accessible information for individuals with disabilities—well before they arrive at your location. For instance, if an art museum offers touch tours for visitors with visual disabilities, it’s crucial to advertise this. Is the tour available daily, at specific times, or only on certain days? Even if the only instruction you can currently provide is to call ahead for details, that’s far better than leaving guests to discover the possibility by chance—or worse, being disappointed upon arrival. In the past month, I have spotted this specific use case come up multiple times from users looking for museum with this offering to museums questioning the best way to share this information.

Consider a streamlined security process for wheelchair users. If this process exists but isn’t communicated beforehand, it’s not helpful to tell a guest to use it “next time.” If devices are provided upon request, shouldn’t we also share where to go to request the device? Similarly, I recently spoke with someone volunteering at a theater that offered one performance with an American Sign Language (ASL) interpreter—yet didn’t advertise this service. Another friend shared her frustration about searching for accessible parking at a hospital. These are all practical details that can and should be added to websites or confirmation emails, sparing visitors unnecessary hassles.

By taking the time to consider what a person with disabilities might need to know in advance, businesses can significantly enhance the experience for these guests. Ask yourself: can this information be added to your website or included in pre-visit communications? Even if the details don’t apply to every visitor, those who benefit will deeply appreciate your thoughtfulness, and others will notice and support your commitment to inclusivity.

Providing applicable, accessible information isn’t just about meeting needs—it’s about showing that you value and care for every guest and it is always worth the effort.