Direct Access collaborated closely with Hilton to develop a comprehensive accessibility strategy for their new flagship property, Hilton Woking, ensuring full compliance with both local and international accessibility standards.
Early design decisions determine whether accessibility issues become operational problems later. We identified where layouts and room configurations would create barriers in real use, allowing these to be resolves before they were built in.
Our involvement spanned multiple project phases, beginning with design-stage reviews, where we provided detailed guidance on accessible room layouts, step-free access, and inclusive guest amenities. In addition, we conducted post-completion audits to assess real-world usability, identifying practical enhancements to further improve the guest experience.
We benchmarked Hilton’s objectives against best-in-class hotels to ensure that their approach to accessibility and inclusion went beyond minimum legal requirements, delivering the highest possible standard of service for guests. Furthermore, we identified early risks for the wider design team, such as inaccessible layouts or guest amenities through detailed reviews of architectural drawings and concept visuals.
Beyond regulatory compliance, we worked with the Woking Access Group to incorporate the lived experiences of local disabled guests, ensuring that accessibility measures were both functional and user-friendly.
Throughout the process, Direct Access identified opportunities for differentiation, helping to ensure that Hilton Woking and the wider Woking Town Square development delivered an experience that is intuitive, dignified, consistent, and aligned with luxury hospitality standards for all guests. This work culminated in the development of The Hilton Group accessibility standard, providing the brand with a replicable accessibility toolkit to inform the design of future properties.
This, in turn, established best-practice accessibility standards across Hilton’s broader portfolio, reinforcing the Group’s commitment to inclusive hospitality and reducing the likelihood of friction for disabled guests and staff members in the long-term.