The Ascott Limited (Ascott), the wholly owned lodging business unit of CapitaLand Investment (CLI), has launched a new Disability Inclusion Playbook for the Accommodation Sector. This resource is being hailed as one of the world’s first open-access, holistic guides for hospitality operators, effectively setting a new standard for inclusive services globally.

The Playbook aims to deliver systemic change, turning the industry’s goals for disability inclusion into tangible action. It was developed by Ascott in collaboration with specialists Colorful Earth. It also received crucial support from SG Enable, the World Sustainable Hospitality Alliance, and Valuable 500. Nearly 20 global disability inclusion experts provided reviews to ensure the guide’s practical relevance.

The guide outlines practical advice across five core pillars: Inclusive Training, Spaces, Hiring, Digital Interfaces and Programmes. It empowers accommodation providers of all sizes to offer welcoming experiences from pre-arrival to departure, while advancing inclusive training and hiring practices. The guidance covers a wide range of needs for travellers with disabilities, including governance, strategy, barrier-free infrastructure, and accessible programmes.

The launch event was held at Citadines Science Park Singapore. Guest-of-Honour Eric Chua, Singapore’s Senior Parliamentary Secretary for the Ministry of Social and Family Development and the Ministry of Law, officiated the event. He noted: “a truly inclusive society that strengthens the quality of life for persons with disabilities is a whole-of-society effort. I am glad that like-minded partners such as Ascott have come onboard, and welcome more to join us. Together, we must work together to build a more caring and inclusive Singapore.”

Ascott, which has a portfolio of more than 1,000 properties spanning over 230 cities across more than 40 countries, announced significant commitments alongside the Playbook. Starting in 2026, the company will begin reporting on the hiring of persons with disabilities in its annual sustainability reports. Every property will also implement a standardised accessibility profile, detailing room features and accessible transport options for guests. Furthermore, by 2027, 100 per cent of Ascott’s frontline associates globally will have completed disability awareness training. The goal is for all guest-facing digital platforms to adhere to Web Content Accessibility Guidelines (WCAG) 2.1 AA standards by 2028.

Ms. Beh Siew Kim, Chief Financial and Sustainability Officer, Lodging, CapitaLand Investment, commented on the value of the resource. She said: “We are honoured to launch the open-access Disability Inclusion Playbook for the Accommodation Sector, a practical resource developed in close collaboration with disability inclusion experts and informed by our global hospitality operations. The playbook will guide Ascott’s disability inclusion efforts across our global portfolio of more than 1,000 operational and pipeline properties in over 40 countries, and we welcome other operators to join us in this collective journey.”

The initiative addresses a substantial yet underserved market. The World Health Organisation estimates that 1.3 billion people, or about 16 per cent of the global population, live with permanent disabilities. Accessibility is thus both a social necessity and a business opportunity for the hospitality industry. Mr. Glenn Mandziuk, President & CEO, World Sustainable Hospitality Alliance, called the Playbook “a beacon for systemic change,” praising Ascott’s leadership.

A visual highlight of the launch was the cover artwork, which was co-created by artists with disabilities from SG Enable’s i’mable Collective and Ascott staff. Additionally, an assistive amenities toolkit prototype, co-developed with SalvageGarden, was showcased. This 3D-printed kit is designed to assist guests with physical disabilities and will be piloted at Singapore properties, including Citadines Science Park Singapore. The Playbook is now publicly available on Ascott’s website, DiscoverASR.com.