Almost Doesn't Cut It, Marriott...
I stayed at the Marriott in Schaumburg, Illinois two nights ago. The staff was very friendly and courteous, the hotel was recently renovated -- I found it modern and clean. The service and food at their restaurant (at least for breakfast) was quite good. It was a fine stay at a fine hotel. One small problem...
I was placed in a disabled room with a king bed. This is not, by the way, the problem. How do I know this was a disabled room? In addition to having a family member who has used a wheelchair since the 1940s (and learning from him about the challenges of traveling that he uniquely faces), allow me to show you the tell-tale signs:
Hand bars surrounding the toilet (allows for easier transferring to and from chairs to the toilet and, in general, more stability)
Hand bars, flexible shower head, and lower water controls in the shower (easier access to shower controls and bars for stability)
Lower door hook (easier access for those in a wheel chair)
Lower peep hole (again, easier access)
These are some of the most common elements of a hotel room constructed for disabled consumers. Other aspects of this category of room often include lower beds (not so darn high off the ground), wider spaces between furniture, and lower thermostat controls and door locks in the room. Again, all developed to empower consumers with disabilities to have equal access to a comfortable stay at the Marriott. While I could commend the Marriott Corporation (and other hotels, for that matter) for creating such rooms for our fellow travelers, it is not necessary as it is the law. The Americans with Disabilities Act requires establishments to create such rooms.
Remember earlier I mentioned that there was a little problem? Another common aspect of a disabled hotel room is a lower sink and counter. Here is the lower sink and counter from my hotel room:
The hair dryer is at the normal level, often too high for people with disabilities. The electric outlets are at an accessible height; by putting the dryer on a hook on the counter or even under the counter, the consumer could access it, plug it in, and then dry one's hair. That is not possible for many guests, I will argue. And because of that (and how easily it could have been avoided) this room was not developed to maximize the experience of a disabled guest.
The lesson of this experience, similar to that highlighted in the assessment of Visa's new small business commercial, is that a lack of complete focus on the goal results in unraveling of one's effort towards that goal and, most importantly, never attaining the goal. How would a disabled guest feel about the Marriott Corporation after staying in this room, using all the comforts provided (and shown in photos above) only to find that there was an oversight and the hair dryer is too high? Not very positive, I can imagine. So the goal of having a satisfied and loyal guest is not attained.
All because of a hair dryer... 100% avoidable...
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