Disability Inclusion in the Hospitality Industry: Challenges and Opportunities in Delhi NCR’s Star Category Hotels

According to the Rights of Persons with Disabilities Act, 2016 (RPwD), disability inclusion in the hospitality industry is both morally and legally required. In Delhi’s National Capital Region (NCR), one of India’s most dynamic and cutthroat hotels, this study critically evaluates the state of disability inclusion in star-class hotels. In order to identify existing difficulties and potential opportunities, the study employs a qualitative, desk-based research technique that synthesises findings from government papers, policy documents, academic literature, and industry best practices. Infrastructure obstacles, low staff awareness, digital inaccessibility in reservation systems, and the lack of organised monitoring systems are some of the difficulties. Opportunities do exist, though, through the implementation of international accessibility standards like WCAG 2.1 for digital platforms, inclusive HR practices, and incremental retrofits. In order to integrate infrastructure design, training, technology uptake, and assessment metrics specific to the Delhi NCR hospitality setting, the study suggests an operational “INCLUDE Framework.” The study comes to the conclusion that attaining disability inclusion in the hotel industry improves market competitiveness, guest satisfaction, and corporate social responsibility in addition to satisfying regulatory requirements.