A guide to procedures for the care of tourists with disabilities

Inclusive tourism aims to eliminate physical, sensory or communication barriers, and also pursues equal opportunities for all people to enjoy tourism activities. Therefore, the main objective of this intervention project is to establish a guide of procedures for the attention of tourists with disabilities in the hotel establishments of the COMISERSA chain in the city of Cuenca: Hotel El Conquistador and Hotel Presidente. For this purpose, survey techniques were applied to the administrative and operative personnel of the establishments under study and interviews were conducted with the directors of organizations related to the topic of disability. As a result, it was found that in both establishments there is a gap in the issue of hotel inclusion, which is reflected in the failure to comply with the requirements of the universal model of accessibility and the inadequate implementation of actions and policies that ensure the safety and care of people with disabilities. Finally, the work establishes the development of a guide to improve the standards of care.