Grosvenor House (Tower One & Tower Two) and Le Royal Meridien Beach Resort and Spa are two of Dubai’s most prestigious hospitality destinations, offering world-class experiences to guests from around the globe.
In luxury hospitality, small points of friction can quickly undermine an otherwise high-quality stay. Direct Access identified where accessibility barriers were affecting the guest journey, enabling targeted improvements that protect brand reputation and support consistent service delivery.
Our audits considered each aspect of customer journeys, identifying key points of friction that could twofold: cause guest dissatisfaction or damage the hotel group’s world-class reputation for enjoyable, high-quality stays. Moreover, considerations for how universal design features could be provided to prevent accessibility non-compliance were identified to improve the quality of stays for all guests.
User journey walkthroughs were conducted, simulating the experience of guests with varying disabilities to identify potential barriers and areas for improvement. Informal interviews with staff further informed our assessments, capturing operational challenges and practical solutions that could enhance accessibility.
Beyond guest accommodation, the audit extended to public areas, dining venues, recreational facilities, and outdoor spaces. The usability of restaurants, bars, lounges, and buffet areas was reviewed to determine whether guests with disabilities can navigate and interact independently. Leisure and wellness facilities such as swimming pools, spas, and gyms were also examined for their existing and desired accessibility provisions.
Outdoor spaces, including pathways, terraces, and beach access routes were assessed to determine their accessibility and ease of movement, and consideration was also given to emergency and safety procedures, including the presence of Evacuation Plans, accessible exits, and disability-friendly alarm systems, and staff training preparedness for such emergencies.
All audits were conducted in line with the UAE Universal Design Code as the primary standard, ensuring full regulatory compliance and best practices from the King Salman Centre Guidelines (KSA), the Americans with Disabilities Act (ADA), and British Standards BS 8300 to enhance accessibility beyond basic legal obligations.