Welcoming Neurodivergent Guests: What Hotels Need to Know
Family being welcomed by hotel reception staffmember
Travel is meant to be enjoyable and restorative. But for families with children diagnosed with Autism or Attention Deficit Hyperactivity Disorder (ADHD), planning a trip often involves additional layers of complexity. Accommodation choices, in particular, can significantly influence whether a trip becomes a positive experience or a stressful one.
A recent study published in the International Journal of Hospitality Managementexplored how families with neurodivergent children choose their leisure travel accommodation. The findings highlight an important shift for the hospitality industry: traditional decision factors like price and location still matter, but emotional comfort and sensory environments can be even more important.
As the number of neurodivergent children continues to rise globally, the need for inclusive and sensory-aware hospitality experiences has never been more relevant.
How Families Choose Accommodation
Most travellers choose accommodation based on a combination of practical and emotional factors. Researchers typically group these into three categories:
Cognitive factors
These are rational considerations such as price, location, amenities, and service quality. They often drive the initial shortlist of accommodation options.
Affective factors
These relate to emotional responses, including comfort, safety, privacy, and the feeling of being welcomed and understood.
Sensory factors
These include environmental elements such as noise levels, lighting, cleanliness, and overall ambiance. Sensory features strongly influence how comfortable guests feel during their stay.
For families with neurodivergent children, these three categories interact in unique ways. Sensory environments can directly affect emotional wellbeing, and emotional comfort often becomes just as important as practical considerations.
Why Neurodivergent Families Travel Differently
Families traveling with children who are autistic or have ADHD often need to consider additional factors that many travelers take for granted. These may include:
Sensory sensitivities to noise, light, or crowds
The need for predictable routines
Dietary requirements
Safety concerns
Access to quiet spaces
Staff understanding and awareness
Reduced waiting times
Privacy and space
Even seemingly small issues like noisy corridors or long check-in queues can significantly impact the travel experience. As a result, accommodation decisions often involve extensive research and preparation. Many families look for environments that minimise stress and maximise predictability.
Three Types of Neurodivergent Family Travelers
The study analyzed responses from 526 families and identified three distinct segments based on how they prioritized accommodation features.
1. Support-Focused Families
This was the largest group, representing about 42% of participants. These families were most likely to have children with formal diagnoses and placed the highest importance on accommodations that specifically supported their needs.
Their top priorities included:
Personalized services
Staff trained in Autism/ADHD awareness
Quiet environments
Privacy
Low noise levels
Accommodations tailored to their child’s needs
For these families, emotional comfort and sensory safety were often more important than price.
2. Budget-Conscious Families
The second segment represented about 35% of participants. These families shared many of the same needs as the first group but were significantly more price-sensitive.
Their key priorities included:
Affordable accommodation
Low crowd levels
Comfort
Privacy
Predictability
This group highlights an important reality: inclusive accommodations must also be financially accessible.
3. Traditional Decision-Makers
The smallest segment, making up 23% of participants, placed less emphasis on neurodivergent-specific accommodations. Many families in this group had children without formal diagnoses.
Their main priorities included:
Location
Amenities
Cleanliness
Comfort
Safety
While sensory and emotional factors still mattered, they were less central to decision-making.
The Importance of Sensory Inclusive Environments
One of the most important findings from the study was the role of sensory environments in shaping emotional experiences. For many neurodivergent children, sensory stimuli such as noise, lighting, and crowd levels can have a profound impact on comfort and behavior. A quiet and predictable environment can promote relaxation, while overstimulation can lead to stress and anxiety. This makes sensory design a critical component of inclusive hospitality.
Key sensory features include:
Quiet rooms
Sound insulation
Calm lighting
Clean and uncluttered spaces
Low crowd density
Quiet dining areas
These features don’t just benefit neurodivergent families — they improve comfort for all guests.
The Role of Staff and Service
Another major finding was the importance of staff awareness and training.
Families consistently valued accommodations where staff:
Understood neurodivergent needs
Communicated clearly
Showed patience
Provided flexibility
Responded to special requests
Staff interactions can significantly influence whether families feel welcomed and supported. A knowledgeable and empathetic team can transform a potentially stressful stay into a positive experience.
Practical Implications for Hospitality Providers
The study highlights several practical steps that accommodation providers can take to become more inclusive.
Provide Quiet and Sensory-Friendly Spaces
Simple changes can make a big difference:
Quiet rooms or floors
Sensory-friendly areas
Calm lighting
Reduced noise levels
Train Staff
Staff training is one of the most impactful improvements providers can make. Training should include:
Awareness of autism , ADHD, sensory processing differences and other conditions including dyslexia and dyspraxia
Communication techniques
Understanding sensory sensitivities
Handling special requests
Offer Personalised Services
Flexibility and personalisation can greatly improve the guest experience:
Early or priority check-in
Flexible meal options
Room customisation
Special accommodations
Reduce Waiting Times
Long waits can be particularly stressful for neurodivergent children. Providers can help by offering:
Fast check-in options
Digital services
Priority queues
Communicate Clearly
Clear and detailed information helps families prepare for their stay. This can include:
Photos of rooms and spaces
Noise level information
Facility descriptions
Service details
Inclusive Hospitality as an Opportunity
Inclusive hospitality is often framed as a social responsibility, but it is also a growing market opportunity.
Families with neurodivergent children represent a significant and expanding segment of travellers. When accommodations meet their needs, these families are more likely to:
Return in the future
Recommend the property
Leave positive reviews
Build long-term loyalty
Inclusive design benefits not only neurodivergent families but also:
Families with young children
Older travelers
Business travelers
Guests seeking quiet environments
Looking Ahead
This research reinforces an important message: accessibility goes beyond physical infrastructure. Emotional comfort and sensory environments are equally important. Accommodation choices are shaped by a combination of rational decisions and emotional responses. For neurodivergent families, emotional and sensory factors often play a central role. As the hospitality industry continues to evolve, inclusive design will become increasingly important. Providers that understand and respond to these needs will be better positioned to serve a diverse and growing population of travellers. Inclusive hospitality is not just about meeting special requirements, it is about creating environments where every guest feels comfortable, safe, and welcome.
If you are looking to make your hotel more inclusive to neurodivergent guests, check out my services and get in touch. Let’s work together to make travel more inclusive to neurodivergents guests.
