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U.S. hotels must let guests with disabilities reserve accessible rooms as easily as anyone else, and must hold the room they promised. Knowing the rules helps you insist on it.
The Americans with Disabilities Act covers hotel reservations as well as hotel buildings. Justice Department rules that took effect on March 15, 2012, set out what hotels and their reservation systems must do for guests who need accessible rooms.
What hotels must do
| Requirement | What it means for you |
|---|---|
| Same booking options | You can reserve an accessible room during the same hours and through the same channels as other rooms |
| Describe accessible features | The hotel identifies accessible rooms and describes their features in enough detail for you to decide |
| Hold accessible rooms | Accessible rooms are held for people who need them until all other rooms of that type are booked |
| Block the room once reserved | Your reserved accessible room comes out of inventory |
| Guarantee the room | You get the specific type of accessible room you reserved |
Questions worth asking
Room descriptions vary a lot, so call the hotel directly, not just the central reservations line, and ask about the features that matter to you:
- Bathing: a roll-in shower or a tub with grab bars? Is there a shower seat?
- Bed: its height from the floor, and clearance underneath for a lift.
- Doors and space: clear width of doors and turning space beside the bed.
- Communication features: visual alarms and notification devices for guests who are Deaf or hard of hearing.
- Getting around: accessible routes to the lobby, parking, pool and breakfast area.
Travel tip
Get the confirmation in writing, with the accessible features listed. If you arrive and the room doesn’t match, show the confirmation and ask for the manager before you settle for something else.
Service animals at hotels
Hotels must allow service animals into guest rooms and public areas. Staff may ask only two questions: whether the animal is required because of a disability, and what work or task it has been trained to perform. They can’t charge pet fees or deposits for a service animal, though you can be charged for actual damage. For flying with animals and bringing pets on trips, see service animals and pets on trips.
If something goes wrong
Raise it with the hotel manager first, in writing if possible. You can file a complaint with the Justice Department through ADA.gov. Card holds and deposits can add their own complications at check-in; here’s how they work.
Before you go
- Under Justice Department ADA rules in effect since March 15, 2012, hotels must let you reserve accessible rooms the same way other guests reserve rooms.
- Hotels must describe accessible features in enough detail for you to judge whether a room meets your needs.
- An accessible room you reserve must be held for you and removed from inventory once booked.
- Service animals must be allowed without pet fees; staff may ask only two questions about them.
Travelers also ask
Q: Can a hotel give my reserved accessible room to someone else?
A: No. Once you reserve an accessible room, the hotel must remove it from its inventory and guarantee that specific type of accessible room for your stay.
Q: Are emotional support animals covered by the ADA?
A: No. Under the ADA, a service animal is a dog individually trained to do work or perform tasks for a person with a disability. Hotels can treat emotional support animals under their pet policies.
Q: Do these rules apply to vacation rentals?
A: The ADA’s reservation rules apply to places of lodging such as hotels and motels. Individually owned vacation rentals may not be covered in the same way, so ask the host specific questions before booking.
Fees, processing times and agency rules change, and airline and hotel policies vary. This guide is general information for travelers in the U.S.; confirm the current rules with the agency, airline or hotel before you travel.
