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Your home may be more accessible than you think. Take some time to explore your space and identify the features that you already have, such as a well-lit path to your entrance, lack of steps, or a wide hallway. Adding these to your listing with photos helps guests with accessibility needs decide if your home is a good fit for them. Learn how to add accessibility features.
Before making a reservation, a guest may ask you to do a few things to make your space more accessible for them. Just as you might accommodate a late check-in time or help a guest arrange transportation to the airport, you are expected to accommodate reasonable requests to make your space safe and comfortable for guests with accessibility needs.
Most requests can be taken care of in less than 10 minutes, and can be added to your regular routine for welcoming guests.
Here are some examples of reasonable requests:
- Placing household items in an agreed upon spot prior to a guest’s arrival (ex: towels, dishes)
- Repositioning lightweight furniture (ex: sliding a chair or table over to create a wider path, moving objects to create clearance to an outlet)
If you're unable to make certain changes, such as moving heavy furniture, communicate that to the guest. We understand that hosts can have their own physical limitations that may prevent them from safely making some changes.
Use your best judgment when deciding if a request is reasonable, but remember that you can’t decline a reservation simply because the guest has a disability. This is a violation of Airbnb’s Nondiscrimination Policy, which supports our commitment to finding safe and accessible spaces around the world for our guests.
Things to consider when talking about accessibility with guests
Each accessibility need is unique, so it’s important to communicate with guests about their needs. First, take accurate measurements to help guests determine whether or not your home will work for them.
If someone contacts you with accessibility-related questions:
- Accurately describe obstacles to help manage a guest’s expectations.
- Let your guest know if you need more information—guests know what they’re able to manage and are often willing to share more details about their needs.
- Commit to making reasonable changes, such as placing items lower.
- Communicate when and why you’re unable to make changes. For example, a bed that’s too heavy to move.
- Before accepting the reservation, confirm that your guest has the information they need to determine if they can safely navigate your listing.
How to learn more about a guest’s needs
Keep in mind that this is a collaboration, and you may be able to make your home accessible for your guest if you’re both willing to get a little creative.
Sometimes you know it will work after asking some questions. Here are some examples of what these conversations may look like:
Guest: The bathroom doorway isn’t marked as being 32 inches wide. Do you have another bathroom?
Host: No, but would you like me to measure the doorway to see if it will still work for you?
Guest: Yes, I would! My chair is 28 inches wide so I need enough space to fit through and roll in far enough to close the door behind me.
Host: I measured the doorway and it’s 30 inches, so you’ll have an inch of clearance on each side. I don’t think you’ll be able to close the door behind you, but since it's in the bedroom you can close that door for privacy. Will that be OK?
Guest: Yes, that will work. Thanks!
Sometimes you can collaborate to see how you can make it work:
Guest: Where do you keep your dishes?
Host: In the top cabinet next to the refrigerator. Should I leave them somewhere else?
Guest: Thanks, can you please put a set for two on the kitchen table?
Sometimes you realize it just won’t work:
Guest: I saw that there’s a bookshelf in your hallway. Would you be able to move it so I can get through?
Host: The bookshelves are built into the wall, so I can’t move them. Should I measure the distance between them and the opposite wall to see if you will be able to get by them?
Guest: Thanks for the offer, but I can tell from the picture that I won’t be able to get through the hallway if they’re there. I’ll find a different place to stay.