As the hospitality industry continues to evolve, it is crucial for hospitality businesses to stay head of the latest legislation impacting their operations.

One critical law that all hoteliers should be aware of is the European Accessibility Act (EAA). The EAA is a landmark EU directive that establishes common accessibility requirements for a wide range of products and services. With full enforcement coming in 2025, now is the time for hoteliers to understand the EAA’s implications, as well as take steps to ensure compliance.

Here’s an overview of the most important considerations facing the hospitality industry in the wake of the EAA’s rollout.

What is the European Accessibility Act?

The EAA is a groundbreaking EU law that mandates certain everyday products and services be made accessible for persons with disabilities. It stems from the EU and its member states’ commitment to uphold the principles of the United Nations Convention on the Rights of Persons with Disabilities. By setting common accessibility standards, the EAA aims to improve the lives of the nearly 87 million Europeans — almost one in five — who live with disabilities, including many older adults and those with temporary impairments.

The benefits of the EAA extend to both businesses and customers. For companies, the common requirements enable easier cross-border trade, provide legal certainty, and drive innovative accessible solutions. Meanwhile, consumers gain access to a more inclusive and competitively-priced marketplace of products and services. Even those without disabilities will be able to appreciate the functional advantages of EAA-compliant offerings, such as the visual and audible signals on accessible ATMs.

What the EAA Means for Hoteliers?

As the hospitality industry continues to rebound from the challenges of the pandemic, the EAA ushers in a new accessibility landscape that hoteliers will need to navigate. The act covers a wide range of digital products and services relevant to the hotel experience, including:

  • Websites, mobile apps, and electronic tickets and information for travel services
  • Self-service terminals (like check-in kiosks)
  • Payment terminals like those used for card transactions
  • E-books and audiovisual media

By 28 June 2025, hotels and other hospitality businesses selling these covered products and services must ensure they comply with the EAA’s common accessibility requirements. This means reviewing the EAA and making any necessary changes to meet the new standards.

While the EAA does provide some exemptions (such as for microenterprises employing fewer than 10 associates), hoteliers are generally expected to make their digital offerings accessible. Failure to do so could result in legal consequences, including government-imposed penalties in the European Union.

Key EAA Compliance Considerations for Hotels

As hoteliers prepare for the EAA’s full enforcement, there are several critical areas to address:

Website and Mobile Accessibility: The EAA requires websites and mobile apps to be designed to allow users with disabilities to perceive, understand, navigate, and interact with the content. This aligns with the Web Content Accessibility Guidelines (WCAG), which have become the global standard for digital accessibility. Hoteliers should be conducting regular WCAG audits of their online platforms and make any necessary remediation to ensure compliance. They should also include an accessibility statement detailing their compliance efforts, ideally referencing both the EAA’s requirements and the Americans with Disabilities Act (ADA) standards for US-based properties.

Self-Service Kiosks and Terminals: The EAA mandates accessibility features for self-service terminals used for functions like hotel check-ins. This includes ensuring the interfaces can be operated without speech, with flexible magnification and volume controls, and other assistive capabilities. Hoteliers should assess the accessibility of any self-service kiosks or payment terminals in their properties and make upgrades as needed to meet the EAA’s functional requirements.

Non-Digital Accessibility: While the EAA primarily focuses on digital products and services, hoteliers will also need to consider the accessibility of their physical spaces and non-web content. This could include ensuring clear wayfinding, adjustable furniture, and accessible formats for printed materials.

Maintaining Compliance

Compliance with the EAA is an ongoing responsibility, not a one-time project. Hoteliers must remain vigilant in monitoring their digital and non-digital offerings, conducting regular audits, and promptly addressing any accessibility gaps.

Regular maintenance and updates are crucial, as technology continues to evolve rapidly. Hoteliers should work closely with their web development and IT teams to ensure newly launched or updated digital assets meet the latest WCAG standards.

For hotels with multiple properties or extensive digital ecosystems, centralized accessibility governance is recommended. This could involve designating an accessibility manager to oversee compliance efforts across the organization.

Embracing the Benefits of Accessibility

While the EAA may introduce new compliance challenges for hoteliers, there are significant benefits to embracing accessibility as a core business strategy. By designing digital and physical experiences that cater to the widest possible audience, hotels can enhance the guest experience, attract a broader customer base, and demonstrate a genuine commitment to inclusivity.

Accessible hotels also position themselves as leaders in corporate social responsibility, appealing to the growing number of travelers who prioritize ethical and sustainable tourism. And with the global population aging, accessible hotels will be well-poised to serve the evolving needs of older guests.

Ultimately, the EAA represents a pivotal shift in how businesses approach accessibility. For hoteliers, compliance is not just a legal obligation. It’s an opportunity to innovate, differentiate, and better serve the diverse needs of today’s travelers.

Any Questions? We’re Here to Help

As the industry leaders in hospitality marketing, Cendyn intimately understands both the complex nature of digital best practices and the complexity of customer service. So we’re happy to assist hoteliers with both assessing accessibility requirements, and helping to bring them into compliance in necessary aspects and areas. Please feel free to reach out to us today to see how we can connect on solutions that will best serve you, your property and your guests.

About Cendyn

Cendyn is a global hospitality cloud-based technology company that enables hotels to drive revenue, maximize profitability, and create deeper connections with guests through its integrated solutions. Serving hoteliers for nearly 30 years, Cendyn drives commercial success for hotels through its Find, Book, Grow promise: find the right guests; drive them to book direct, and grow loyalty and revenue across the spectrum of digital guest interactions.

Cendyn has over 32,000 customers worldwide in more than 150 countries. The company supports its growing customer base from locations across the globe, including the United States, France, the United Kingdom, Singapore, Bangkok, and India. To find out more, visit cendyn.com

View source