Hyatt collaborates with KultureCity for a
survey of more than 1,000 neurodivergent individuals and caregivers
to drive research-supported action
One in every four individuals in the U.S. has a sensory need or
an invisible disability according to KultureCity, including those
with autism spectrum disorder, dyslexia and attention-deficit
disorder. With more than 90% of neurodivergent individuals and
caregivers of neurodivergent individuals in the U.S. planning to
travel at least one night this year, a new survey* led by Hyatt
finds hotels can make their travel journeys, from pre-arrival to
check-out, more seamless and inclusive.
This press release features multimedia. View
the full release here:
https://www.businesswire.com/news/home/20240425381946/en/
Hyatt Neurodiversity Infographic
(Graphic: Business Wire)
The survey was done in collaboration with KultureCity, a leading
nonprofit on sensory accessibility and acceptance for those with
invisible disabilities, and external consultants Professors Dr.
Recep “Richie” Karaburun and Dr. Vanja Bogicevic from New York
University’s Jonathan M. Tisch Center of Hospitality. Designed to
listen to the key challenges of neurodivergent individuals, the
survey is the first step in generating awareness for this growing
demographic and how the hospitality industry can better serve
them.
Stress-Free Hotel Stays Start at the Research and Booking
Stage
- Self-identify neurodiversity during booking to receive
customized care: Nearly 70% of caregivers and more than half of
neurodivergent travelers said they would disclose their
neurodiversity during the booking process for a hotel to better
serve them. The sentiment was even higher (more than 75%) for
neurodivergent business travelers. What hotels can do: With the
option of self-disclosure comes the responsibility to train
on-property teams. Hyatt promotes skills training and offers
courses for colleagues designed to increase understanding and
inclusion of neurodivergent individuals and is dedicated to
expanding to more properties this year. As a designated Certified
Autism Center™ (CAC), Hyatt Regency Aqaba Ayla in Jordan is a
leading example of equipping colleagues to serve individuals with
sensory sensitivities and improve the guest experience, including
at the hotel’s kids club, Camp Hyatt. Other hotels with
KultureCity’s Sensory Inclusive™ Certification, which is designed
to ensure accessibility through training property teams and
offering sensory aids (i.e., headphones, fidget tools, etc.),
include Hyatt House Seattle/Bellevue, Hyatt House Seattle/Redmond,
Hyatt Place Salt Lake City/Downtown/The Gateway, Hyatt Place New
York/Yonkers, Hyatt House Philadelphia/King of Prussia, Hyatt Place
St. Paul/Downtown and Hyatt Place Arlington/Courthouse Plaza.
- Accurate visuals help prepare for what to expect upon
arrival: More than 50% of neurodivergent respondents would like
more property visual layouts (3D virtual tours, floorplans, etc.)
to make the travel experience easier. What hotels can do: Preparing
for arrival starts with visuals featured on property websites.
Hyatt goes beyond the industry standard of providing common space
and room images by providing 3D room tours on hotel websites, such
as Thompson Central Park New York and Grand Hyatt Vail, to help
neurodivergent travelers prepare for upcoming stays. More Hyatt
properties are exploring adding this capability.
- Accommodating room location and type is important,
but staying flexible is key: More than 60% of caregivers
believe that pre-assigned rooms could make the check-in experience
better. Being able to select rooms that fit individual needs, such
as rooms with less potential noise (i.e., at the end of a hall, top
floor, away from elevators, not facing a busy street, etc.), is one
of the key areas both neurodivergent travelers and caregivers agree
on. Many also noted they would like hotels to stay flexible as
travel could be new to them and their needs may change upon arrival
given the shift of environment. What hotels can do: Giving
travelers the flexibility to choose a room type, amenities and even
the location of the room, as well as clearly listing hotel
amenities on websites, can make a significant difference in the
travel experience. When booking on Hyatt.com or the World of Hyatt
app, guests and members can make a request for room location and
more. Hyatt is also committed to enhancing its digital products,
such as the mobile app and website, with accessibility and
user-centered design. As Hyatt continues to refresh digital
products in 2024, design and development decisions are guided by
the Web Content Accessibility Guidelines (WCAG) and user-tested to
ensure a seamless digital experience.
- Personalized and frequent pre-arrival communications instill
a sense of comfort: While email is the most preferred method of
communication among both groups, there is also a significant desire
for personalized communications for neurodivergent travelers. 30
percent of neurodivergent travelers want to receive a phone call
about an upcoming hotel stay. This preference is greater for
neurodivergent business travelers with more than half indicating a
phone call would be preferred over a standard email confirmation.
Nearly 30% of caregivers prefer the “more communication the better”
to prepare for their arrival. What hotels can do: Train on-property
concierge services and reservations staff to offer personalized
pre-arrival communications for neurodivergent travelers and
caregivers. Hyatt offers phone, chat or social media platform
assistance, extending the flexibility for travelers to communicate
how they prefer. For online inquiries, Hyatt guests and members can
launch a live chat on the website for “Accessible Travel
Assistance.” Hyatt’s Global Property & Guest Services (GPGS)
team keeps care and empathy at the forefront of guest relations to
seamlessly guide and anticipate guest needs, aiming to foster more
personal relationships to enhance their stay. Hyatt hotels remain
committed to offering appropriate colleague training opportunities
to better serve the needs of neurodivergent travelers and
caregivers.
“When someone walks through our doors, as a colleague, guest or
customer, we want them to feel cared for so that they can be their
best; this is our purpose as a company, and our work with
KultureCity and the NYU professors is a realization of that care,”
said Mark Vondrasek, Chief Commercial Officer, Hyatt. “By starting
with listening and empathy, and taking meaningful action, we
believe we can fundamentally change the experience for
neurodivergent guests, who are expecting more from their travel
experiences and the hospitality brands they choose to stay with. As
we are learning more, we will work closely with the Hyatt
disABILITIES Diversity Business Resource Group and our expert
collaborators to advise us on how to make improvements throughout
the guest journey to be more inclusive.”
On-Property Accommodations and Amenities Make a
Difference:
- Digital check-in/check-out experiences help limit
on-property interactions: More than half of neurodivergent
travelers want to limit communications with front desk staff upon
arrival and both groups are in favor of self-check in, which can
streamline the time spent in the lobby. While all travelers believe
that self/mobile checkout would greatly improve their experience,
it is particularly favored by neurodivergent business travelers.
What hotels can do: Offer digital check-in/check-out services to
limit in-person interactions upon arrival. Many Hyatt hotels offer
digital key and room key in Apple Wallet on iPhone and Apple Watch
and a streamlined check-out experience through the World of Hyatt
app.
- In-room sleep offerings and wellbeing spaces increase
comfort: Approximately 60% of Millennials and Gen Z
neurodivergent travelers and caregivers said they would welcome
sleep gadgets (pillow menu, sleep mask, noise canceling headphones,
meditation/sound machine etc.) to make their hotel stays more
comfortable. More than half of neurodivergent travelers also noted
they were highly likely to take advantage of wellbeing activities
during their typical stays, emphasizing the importance of offering
spaces and options to practice self-care while away from home. What
hotels can do: Hyatt recognizes wellbeing looks different for
everyone and takes a personal, tailored approach to help guests
make the most of each stay. Hyatt recently expanded its
collaboration with Headspace, which includes colored noise content,
including white noise and brown noise, to help guests and members
rest better. Additionally, hotels, like Park Hyatt New York and
Hotel Figueroa, which is part of The Unbound Collection by Hyatt,
offer rooms designed to optimize rest such as the Sleep Suite by
Bryte and Rest & Recovery Suite, respectively, featuring
amenities like sleeping masks, personalized pillows, an AI-powered
bed and more to help guests fall asleep more quickly. The Hyatt Has
It program offers a variety of everyday essentials guests can
borrow or buy, such as headphones, humidifiers, yoga mats, etc. and
is available at a selection of Hyatt properties. Additional hotels
within the U.S., including Hyatt Regency Bellevue on Seattle's
Eastside, Grand Hyatt Seattle, Grand Hyatt San Francisco, Hyatt
Regency Santa Clara recently expanded their Hyatt Has It program
offerings with sensory aids, weighted blankets and more to better
accommodate neurodivergent travelers.
“Individuals with invisible disabilities are often misunderstood
and our collaboration with Hyatt aims to change that by directly
listening to the community,” said Sean Culkin, KultureCity team
member, autism self-advocate, member of the neurodivergent
community. “With KultureCity carving the path for inclusion and
awareness and Hyatt leading the way to have an open conversation to
uncover areas of improvement, we can provide the tools and
resources for the hospitality industry to encourage neurodivergent
travelers, so they too can immerse themselves in the transformative
powers of travel.”
Caring for People so They Can Be Their Best
Aligned with World of Care and grounded in Hyatt’s purpose of
care, Hyatt prioritizes inclusion at all levels of the
organization. Many disabilities go unnoticed and are visually
unrecognizable. Hyatt recognizes that there is room to drive
awareness on invisible disabilities within the hospitality industry
and is committed to listening to colleagues, guests, members and
customers to continue creating more inclusive spaces. Hyatt
advances allyship and inclusion for the neurodivergent community
and beyond while helping enact change across the organization
through the dedication of Hyatt colleagues, including its
disABILITIES Diversity Business Resource Group.
The term “Hyatt” is used in this release for convenience to
refer to Hyatt Hotels Corporation and/or one or more of its
affiliates.
For further information:
About Hyatt Hotels
Corporation
Hyatt Hotels Corporation, headquartered in Chicago, is a leading
global hospitality company guided by its purpose – to care for
people so they can be their best. As of December 31, 2023, the
Company's portfolio included more than 1,300 hotels and
all-inclusive properties in 77 countries across six continents. The
Company's offering includes brands in the Timeless Collection,
including Park Hyatt®, Grand Hyatt®, Hyatt
Regency®, Hyatt®, Hyatt Vacation Club®, Hyatt
Place®, Hyatt House®, Hyatt Studios, and
UrCove; the Boundless Collection, including Miraval®,
Alila®, Andaz®, Thompson Hotels®, Dream®
Hotels, Hyatt Centric®, and Caption by Hyatt®;
the Independent Collection, including The Unbound Collection by
Hyatt®, Destination by Hyatt®, and JdV by Hyatt®;
and the Inclusive Collection, including Impression by
Secrets, Hyatt Ziva®, Hyatt Zilara®, Zoëtry®
Wellness & Spa Resorts, Secrets® Resorts & Spas,
Breathless Resorts & Spas®, Dreams® Resorts &
Spas, Hyatt Vivid Hotels & Resorts, Alua Hotels
& Resorts®, and Sunscape® Resorts & Spas.
Subsidiaries of the Company operate the World of Hyatt® loyalty
program, ALG Vacations®, Mr & Mrs Smith™, Unlimited Vacation
Club®, Amstar DMC destination management services, and Trisept
Solutions® technology services. For more information, please visit
www.hyatt.com.
*Sample Description: The survey collected responses from
1,020 participants, representing a balanced cross-section of the
population in terms of age, gender, ethnicity, and income levels.
The composition of the sample was carefully curated to include
neurodivergent individuals and caregivers of neurodivergent
individuals to gain insights from both perspectives.
Survey Design: The survey was designed by external
researchers and fielded in collaboration with KultureCity between
Jan 25 - Feb 27, 2024. The structured questionnaire was devised to
uncover detailed information about travel behaviors and preferences
among neurodivergent individuals and caregivers of neurodivergent
individuals.
Recruitment and Participation: Participants were
recruited through multiple channels, including online platforms,
neurodiversity advocacy groups, and social media campaigns, to
ensure a diverse participant pool. Before starting the survey,
participants were screened with qualifying questions to establish
whether they were neurodivergent themselves or caregivers of
neurodivergent individuals. Only those who met the criteria were
invited to proceed with the survey. All completed response info was
entered into a randomizer and three participants were chosen for an
iPad as an incentive to fill out the survey.
Data Collection and Analysis: The survey was administered
electronically, using an accessible online platform that ensured
ease of use for all participants. The data collected were
anonymized and analyzed using descriptive statistics to identify
patterns and trends. Contingency tables were generated to
understand differences among various demographic groups.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20240425381946/en/
Hyatt Media Contact: Tayla Young
Tayla.Young@hyatt.com
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