Accessibility at events is the heart of hospitality

Too often, organisers and venue managers still assume that a wide entrance, a lift, and an accessible toilet are enough to call an event or location "accessible." In reality, these are only basic facilities. Accessibility at events means ensuring an equal experience for all visitors, including people with physical, visual, auditory, or cognitive disabilities. The very aspect of the experience is frequently overlooked.

Many organisers and venue managers treat accessibility as a box to tick. “We have a lift and/or there's an accessible toilet, so we're set,” they say. These same people often use the chicken-and-egg argument: “We never get visitors with disabilities.” But maybe that’s because your accessibility isn’t as good as you think?

Poor basic facilities

In practice, so-called wheelchair-accessible toilets are often used as storage rooms or poorly designed, making them hardly usable. Where lifts are available, they are often located behind heavy doors that cannot be opened from a wheelchair or with another mobility aid. Sometimes the lift is too narrow for an electric wheelchair.

If the basics are not in order, visitors drop out from the moment they get the invitation. They do not feel welcome and miss out on opportunities to share knowledge and build networks. And that – connecting people - is the very purpose of events.

Careful planning

Visitors with disabilities want the same as anyone else: a meaningful experience at an event, whether it’s a conference, corporate gathering, trade show, or festival. Yet, they often decide not to come. Not because the program isn’t appealing or the date isn’t convenient, but because crucial information is missing.

For them, careful preparation is essential: every detail is planned in advance to save energy and avoid unpleasant surprises.

Common questions include: Where can I park? Is there a wheelchair-accessible toilet? How wide is the lift? Can I actually see and experience what's happening? Clear answers to these questions determine whether they’ll attend.

Most websites offer scant information on these issues. Due to previous negative experiences, visitors with disabilities want certainty before they take the step.

Obstacles abound

Even when they do attend, there are often numerous obstacles. The lift may be too small, or rooms inaccessible for wheelchair users. Toilets may be packed with cleaning supplies. Rooms may lack designated spaces for wheelchair users. Assistance dogs may not have space to lie down. There's often no low-stimulation area available—and that’s before the program even begins.

The program itself rarely offers an equal experience: poor sightlines for wheelchair users, images in presentations not described for visually impaired visitors, speakers talking without microphones, or presentations without captions. This is everyday reality.

Feeling welcome

This happens to me at almost every conference. Catering staff refuse to serve me my coffee, causing me to spill and leave a slippery, wet floor behind. My assigned parking spot is at a rear door with a broken bell. Lifts exist, but the doors are too heavy to open. Supposedly “accessible” auditoriums still make it difficult for me to reach the stage as a speaker.

These may seem like minor issues, but together they determine whether someone feels welcome or excluded. And I’m not alone; this is a daily struggle for countless visitors.

The key question is: How equal is the experience? Accessibility isn’t just about entry; it’s about full participation. Seeing, hearing, understanding, feeling, and experiencing what happens.

Good examples

Are there positive examples? Fortunately, yes. In the Netherlands, some venues truly understand accessibility. They routinely lay down wheelchair mats, provide water bowls for assistance dogs, instruct staff to offer active help, and always set up a low-stimulation room.

They do this not only because it’s legally required but above all because they take hospitality seriously. And it pays off: One in five people has a physical, visual, auditory, or cognitive disability, and older visitors also benefit. Conscious support for these groups increases both reach and revenue.

Most accessible event

A telling example is TwitchCon Europe 2025. This international event in the Netherlands was named one of the most accessible events worldwide.

They provided wheelchair mats in every room, marked spaces for people with other aids, a low-stimulation route around the building for fresh air, a space for people who need to lie down, complete with a hoist, ramps to every stage, two low-stimulation rooms, trained (and hired) staff, and sign language interpreters.

The costs for these accessibility measures? Less than 1 percent of the total budget. It can be done.

Missed opportunities

As long as organisers and venue managers believe that a lift and a wheelchair-accessible toilet are enough, we're kidding ourselves. Accessibility isn’t about ticking a box, but about whether someone can truly participate. And whoever only thinks of wheelchair users forgets the vast number of people with other physical, visual, auditory, or cognitive disabilities. By excluding them, you also exclude their colleagues and networks. That means missed relationships, missed impact, and missed revenue.

Accessibility Is about feeling welcome

Accessibility does not begin with technology, but with attitude and hospitality. An event is only truly accessible when all visitors feel welcome, regardless of disability or background.

That means: Be transparent on your website. In your registration form, ask about more than dietary preferences. Ask about accessibility needs too. Ensure clear routes and pictograms. Train and brief your staff, including temp workers, so they know how to support visitors with disabilities. And consider safety during emergencies: How will people who are not independently mobile be evacuated?

A little preparation can make the difference between exclusion and welcome.

'The key question is: How equal is the experience?'

About the Author Marianne Dijkshoorn is Director of Welkom Accessibility & Events and author of "Make Your Event Accessible for Everyone." For over 15 years, she has advised organisers and venues on accessibility, equal experiences, and inclusion. She is also an expert by experience, with limited mobility, and frequently encounters obstacles as a speaker and visitor at conferences.