People standing in the shape of an eye with the state of queensland as the pupil

Accessible Tourism Enabler

An initiative of Braille House supported by the Queensland State Government's Accessible Tourism Enabler Grant.

Braille House has engaged in a collaborative process amongst stakeholders to deliver a comprehensive package of resources, ultimately to enable people who are blind or have low vision to function more independently and with equity and dignity in the tourism and visitor setting. 

Assess your Organisation's Performance

Case Study 1 - Shangri-La The Marina, Cairns

This case study outlines the hotel's experience with three self-assessment audits, including findings and outcomes.

Logo for the Shangri-La The Marina, Cairns

Shangri-La Cairns, located between Marlin Marina and the Coral Sea, offers 255 rooms, 1 restaurant, 1 bar, and stunning views of Trinity Inlet, the Coral Sea, and Cairns. 

Summary

The hotel completed the following self-assessment audits:

  1. Whole of Venue Self-Assessment Audit Checklist
  2. Accommodation Venue Self-Assessment Audit Checklist
  3. Hospitality Venue Self-Assessment Audit Checklist

Staff found the audits clear, concise, and comprehensive, helping them identify areas for improvement for blind or low vision guests.

Findings

Meeting the Standard

No adjustments were required in the following areas:

  1. Handicap toilets
  2. Elevators
  3. Ramps

Provided are five Meeting the Standards examples.

Photograph of elevator buttons with braille embossing
Elevator buttons with braille embossing
Photograph of disabled toilet sign with Braille
Disabled toilet signage with braille embossing
Photograph of elevated floor with high visibility marking
Elevated floor with high visibility marking
Photograph of swimming pool area with colour distinction instructions between water and deck
Swimming pool area with colour distinction instructions between water and deck
Photograph of Emergency alarm button with large print
Emergency alarm button with large print

Opportunities for Improvement

Minor Adjustments

Staff identified areas for minor improvements, including:

  1. Staff training
  2. Advertising media
  3. Hotel collateral
  4. Signage

Medium Term Adjustments

These adjustments should be addressed soon but don't require renovations:

  1. Cane detectable features
  2. TGSIs
  3. Round-edged tables
  4. Audible/olfactory indicators
  5. Orientation champions

Longer Term Adjustments

Improvements to be made during future renovations:

  1. Sound-dampening materials
  2. Accessible rooms
  3. Textured/contrasting pathways
  4. Vision panels at busy doorways
  5. Handrails

The examples below demonstrate areas of improvement:

Photograph of directional signage without braille embossing and large print
Directional signage without braille embossing and large print
Photograph of ramp without even step and with no high visibility marking
Ramp without even step and without high visibility marking
Photograph of driveway step without marking
Driveway step without marking
Photograph of guest room door with no Braille indentification
Guest room door without braille indentification
Photograph of staircase without hi-vis step markings
Staircase without hi-vis step markings

Outcomes

Shangri-La Cairns management is prioritising the following steps:

  1. Staff training
  2. Safety-related features
  3. Accessibility in future developments

Shargri-La Carins requested Braille House’s assistance in creating twin vision collateral with tactile QR codes and received Human Guide Training for staff.

Key Learnings

  1. Significant improvements can be made for vision-impaired guests, which were previously overlooked.
  2. The lack of vision accessibility at the planning stage for media or renovations has contributed to these oversights.

Conclusion

Engaging with the Self-Assessment Audits has raised management’s awareness of accessibility needs. While compliant with the law, the team acknowledges the opportunity to enhance guest safety and satisfaction.

Thank you to the Shangri-La Cairns team for this participation, feedback and valuable insights, and CONGRATULATIONS on your commitment to cater for accessibility and inclusion for guests who are blind or have low vision.

Feedback

Braille House welcomes feedback on the Accessible Tourism package of materials.

Email:  [email protected]

Proudly supported by the Queensland Government logo

© This work is subject to copyright. Apart from any use permitted under the Copyright Act 1968, no part may be reproduced by any process (including modification, distribution and / or publication), nor may any other exclusive right be exercised, without the written permission of Braille House, 507 Ipswich Road Annerley, Qld 4103. 2024. Businesses have permission to use the suite of Accessible Tourism materials for the purposes for which they have been developed, that is, to make tourism accessible for visitors who are blind or have low vision.

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