top of page
Search
  • Writer's pictureLeon Cook

Making Your Property Inclusive for All Guests – Embracing Diversity

The Business Case for Inclusivity

In today's globalized world, the travel landscape is as diverse as it has ever been. Gone are the days when the short-term rental market catered to a niche clientele. The surge in worldwide travel, facilitated by digital platforms, has opened doors to a broader range of guests from varying backgrounds, cultures, and needs. As property managers in this evolving industry, inclusivity isn't just a buzzword; it's a business imperative.


Diversity Celebrating Image

Being inclusive doesn't merely mean ticking off a social responsibility checklist. It has tangible business benefits. A property that welcomes a diverse clientele broadens its reach and stands a better chance of thriving in the competitive short-term rental market. Diverse guests bring diverse perspectives, and that often translates to a wider array of feedback and reviews, allowing you to improve and fine-tune your offerings continually.


Moreover, an inclusive property is more likely to attract repeat bookings and generate positive word-of-mouth, both invaluable assets in an industry where trust and reputation hold significant weight. Simply put, inclusivity is not just the right thing to do; it's smart business.


Legal Essentials: Navigating Anti-Discrimination Laws

The first step in making your property truly inclusive is understanding and complying with anti-discrimination laws that apply to short-term rentals. These laws vary by jurisdiction but share the common aim of ensuring equal access to housing and accommodations, irrespective of race, gender, religion, or disability.


While compliance with the law is non-negotiable, it's also a baseline. Meeting legal requirements should be viewed as the starting point in your journey toward creating an inclusive environment, not the end goal. Remember, inclusivity is not just about avoiding lawsuits; it's about creating a welcoming space that guests of all backgrounds will appreciate and recommend.


Platforms like Airbnb and VRBO have their own non-discrimination policies that hosts are required to agree to. Familiarize yourself with these as they often go beyond what's mandated by law, requiring hosts to commit to treating all guests with respect and without bias.


law book with Gavel

In summary, being well-versed in relevant anti-discrimination laws and platform policies is the foundational step in making your property inclusive for all guests.


Amenities for All: Catering to Diverse Needs

When it comes to amenities, the standard offerings—WiFi, a coffee maker, basic toiletries—only scratch the surface of what today's diverse range of travelers may require. Going beyond the bare minimum not only ensures compliance with laws such as the Americans with Disabilities Act (ADA) but also serves as a strong selling point for potential guests.


For example, consider mobility challenges that some guests may face. Simple additions like grab bars in the bathroom or a ramp at the entrance can make a world of difference. Similarly, offering a selection of pillows with varying firmness can be a small yet significant nod to inclusivity.


But inclusivity isn't just about physical amenities. It's also about the overall experience you create for your guests. Providing clear instructions in multiple languages, for example, makes non-English speaking guests feel more at home. Likewise, a list of nearby attractions that cater to different interests—be it family-friendly parks, LGBTQ+ friendly bars, or pet-friendly eateries—can be a thoughtful touch that goes a long way.


The goal is to make every guest feel seen and valued, irrespective of their specific needs or lifestyle choices. By taking the time to consider a wide range of amenities that cater to diverse needs, you not only elevate the guest experience but also make your property more appealing to a broader audience.


lots of houses from different countries

Cultural Considerations: Beyond Language Barriers

In the era of global travel, your property is a potential destination for guests from various corners of the world. Acknowledging cultural diversity is not just a matter of translating your welcome guide into multiple languages—although that's a good start. It's about creating an environment where all guests, regardless of their cultural background, feel welcome and respected.


For example, consider dietary restrictions that are often tied to cultural or religious beliefs. Offering a list of local eateries that cater to various dietary needs—be it halal, kosher, vegan, or gluten-free—can make guests feel seen and appreciated.


Another consideration could be religious practices. Providing a prayer mat, a Qibla direction indicator, or a list of nearby places of worship can be a small but meaningful gesture for guests who observe religious rituals.


Being mindful of cultural norms and sensitivities is not just about avoiding faux pas; it's an opportunity to show empathy and understanding, qualities that guests highly appreciate and remember.


In essence, when you consider the cultural nuances of your guests, you're not just being polite; you're building a brand that stands for inclusivity and respect. And in a competitive market, that's a brand that not only survives but thrives.


diverse infographic

Community Engagement and Partnerships: A Broader Approach to Inclusivity

Inclusivity shouldn't stop at the boundaries of your property. Engaging with the local community and forging partnerships can elevate your efforts to create a more inclusive environment. Here are some ways you can extend your reach:

  1. Local Partnerships: Collaborate with local businesses that align with your values of inclusivity. Whether it's a nearby cafe that offers vegan options or a local shop that sells artisan goods from around the world, these partnerships can enhance the guest experience.

  2. Community Events: Participating in or sponsoring community events focused on diversity and inclusion can not only build your brand but also enrich your understanding of the diverse needs within your community.

  3. Resource Sharing: Consider creating a resource list that guests can access, featuring local services and organizations that cater to diverse needs. This could include LGBTQ+ support centers, religious organizations, or language translation services.

  4. Feedback Loop: Engage with your local community for feedback on how to make your property more inclusive. Sometimes the best insights come from those who live in the area and understand its unique cultural nuances.

  5. Transparency: Share your community engagement efforts on your website and social media. This not only builds trust but also encourages other businesses to take similar steps.

By extending your inclusivity efforts into the broader community, you not only make your property more appealing to a diverse range of guests but also contribute to making your local community more inclusive.


happy dogs in a living room

Family and Pet-Friendly Policies: Inclusivity for All Members

When guests are searching for a short-term rental, they're often not just booking for themselves but for their families, which may include children and even pets. Offering a property that is both family and pet-friendly is not just a perk—it's a feature that can significantly widen your property's appeal.


For families with children, simple additions like a high chair, a crib, or even some children's books and toys can make your property stand out. Parents are more likely to book a property where they feel their children will be comfortable and safe.


Similarly, for pet owners, the ability to bring along their furry friends is often a deciding factor in choosing a rental. Offering amenities like a pet bed, food and water bowls, and a list of nearby pet-friendly parks or beaches can turn a pet owner into a repeat customer.


By making your property accommodating to all family members—human or otherwise—you not only tap into a broader market but also build a reputation for being genuinely inclusive. It's a win-win situation; guests appreciate the extra mile you go to accommodate them, and you enjoy the benefits of a broader customer base and potentially higher occupancy rates.


child friendly living room

Listening to Guests: The Value of Reviews and Feedback

If inclusivity is the goal, then feedback from your diverse range of guests is the roadmap. Guest reviews are not merely testimonials; they are valuable data points that can offer insights into what you're doing right and where there's room for improvement.


For instance, a guest who praises the wheelchair accessibility of your property provides validation for your inclusivity efforts and signals to future guests with similar needs that your property is a suitable choice. On the other hand, constructive criticism—perhaps about the lack of clear instructions in multiple languages—can serve as a prompt for immediate action.


Feedback also extends beyond formal reviews. Pay attention to casual comments during check-in or check-out, or even social media mentions. These can offer unfiltered, real-time insights into the guest experience, allowing you to make quick adjustments as needed.


In summary, feedback is the pulse of the guest experience at your property. It offers a direct line to understanding how inclusive your property actually is from the perspective of those who matter most—your guests. Embrace it, learn from it, and use it to continually refine your approach to inclusivity.


Diverse living room

Inclusive Marketing: A Picture Speaks a Thousand Words

In today's digital age, the first interaction most guests will have with your property is likely to be online, through listing sites or your own website. This makes your online presence a powerful tool for showcasing your commitment to inclusivity.


Start with the visuals. The images you display should reflect the diversity you hope to attract. This means showcasing not just the property but also a diverse range of people enjoying it. Whether it's families, couples, or individuals, the visuals should send a clear message: everyone is welcome here.


But inclusivity in marketing goes beyond images; it's also about the language you use. Ensure that your property descriptions are free of any language that could be considered exclusionary. Phrases that reflect inclusivity can make potential guests feel welcome even before they arrive.


Also, consider the platforms you use for advertising your property. Are you only listing on mainstream sites, or are you also exploring platforms that cater to specific communities? Broadening your advertising reach can signal an inclusive approach.


Inclusive marketing isn't just good ethics; it's good business. It amplifies your reach, enhances your brand image, and sets the stage for a more diverse guest list, contributing to a virtuous cycle of inclusivity and success.



Actionable Insights: Practical Steps for Property Managers

Creating an inclusive environment is an ongoing process, one that requires both a big-picture vision and an attention to detail. Here are some actionable steps that property managers can implement to make their listings more inclusive:

  1. Conduct an Inclusivity Audit: Take an inventory of your current amenities, policies, and marketing materials. Identify gaps and areas for improvement.

  2. Consult with Experts: Sometimes, an outside perspective can provide invaluable insights. Consider hiring consultants who specialize in inclusivity or accessibility to review your property.

  3. Update Your Listings: Ensure that your online listings are both ADA-compliant and inclusive in language and imagery.

  4. Train Your Staff: Inclusivity starts with the people who interact with your guests. Make sure your staff is trained in cultural competency and sensitivity.

  5. Review and Adapt: Inclusivity is not a one-time project but an ongoing effort. Regularly review guest feedback and be prepared to make continual adjustments.

  6. Share Your Commitment: Don't be shy about your efforts to be more inclusive. Make it a part of your brand's story, and share updates and milestones on your website and social media platforms.

By adopting these practical steps, you not only make your property more inclusive but also set yourself apart in a competitive marketplace. Guests appreciate and remember efforts to make them feel welcome, and that goodwill translates into tangible business benefits, from higher occupancy rates to more positive reviews.


prayer setup

Conclusion: Inclusivity as a Continuous Commitment

The journey towards making your property inclusive for all guests is not a destination but an ongoing process. It's a commitment to adapt, learn, and grow, driven by both ethical considerations and business imperatives.


In today's diverse travel landscape, the bar for inclusivity is continually rising. Standing still is not an option; property managers must proactively seek ways to be more inclusive. From understanding and adhering to anti-discrimination laws to actively listening to guest feedback, every step taken towards inclusivity is a step towards a more successful and socially responsible business.


So, as you take stock of your property's current state of inclusivity, consider this: being inclusive is not just about who you accommodate today, but who you could be accommodating tomorrow. The choices you make now have the power to shape your business's future, creating a more inclusive, welcoming world for us all.





1 view0 comments

Comments


bottom of page