Hyatt Pioneers Research to Enhance Travel Experiences for Neurodivergent Guests
In response to a startling statistic from KultureCity that 25 percent of Americans have an invisible disability or special sensory need, such as autism spectrum disorder, attention-deficit disorder, or dyslexia, Hyatt has embarked on a significant initiative. The hospitality giant has joined forces with KultureCity and academic experts Dr. Recep “Richie” Karaburun and Dr. Vanja Bogicevic from New York University’s Jonathan M. Tisch Center of Hospitality to conduct an extensive survey. Their goal is to gather actionable insights to better understand and serve neurodivergent travelers, a demographic planning considerable travel in 2024.
Enhancing the Booking Experience for Inclusivity
A significant portion of neurodivergent travelers, nearly 50%, are open to disclosing their neurodiversity during the booking process if it aids hotels in providing tailored services. This figure rises among neurodivergent business travelers and caregivers. Recognizing this, Hyatt is enhancing its training programs to enable staff to better understand and accommodate these guests’ needs. The company is a frontrunner in offering educational courses on this topic across more of its locations.
The Importance of Visual Aids in Travel
More than half of the survey respondents indicated a need for detailed visual aids, like 3D virtual tours and floorplans, to help them navigate new environments. Hyatt has set a high standard by providing these resources on their property websites, aiding neurodivergent travelers in familiarizing themselves with their surroundings before their stay.
Room Selection Flexibility Enhances Guest Comfort
Over 60 percent of caregivers believe that pre-assigning rooms could enhance the check-in process. Both neurodivergent travelers and their caregivers appreciate the ability to choose rooms that cater to their specific needs. Hyatt plans to accommodate this by allowing guests to request specific room types and locations, and is committed to ensuring their digital platforms are accessible and user-friendly.
Personalized Pre-Arrival Communications
Communication preferences among neurodivergent travelers vary, with a notable percentage favoring phone calls over emails, particularly among business travelers. Hyatt leverages its on-property teams to deliver personalized communications and support, enhancing guest experiences from the moment of booking.
Digital and On-Property Innovations
Hyatt is leading innovations with digital check-in/out processes to minimize physical interactions, a preference indicated by over half of the neurodivergent travelers surveyed. The company offers digital room keys and streamlined checkout options, significantly improving the guest experience.
Enhancing Comfort with In-Room Amenities
A large percentage of Millennial and Gen Z neurodivergent travelers express a desire for in-room amenities that aid relaxation, like sleep masks and noise-canceling headphones. Hyatt addresses these needs by integrating wellness technology and offering a variety of comfort-enhancing amenities across their properties.
Mark Vondrasek, Hyatt’s Chief Commercial Officer, emphasizes the company’s commitment: “By starting with listening and empathy, and taking meaningful action, we believe we can fundamentally change the experience for neurodivergent guests. We are dedicated to learning and improving every aspect of the guest journey to make our hotels more inclusive.”
Hyatt’s initiative marks a significant step forward in the hospitality industry’s approach to inclusivity, reflecting a deep understanding of the unique needs of neurodivergent travelers and a commitment to enhancing their travel experiences.