OPEN TO ALL: A SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL'S HOTELS © International Finance Corporation 2020. All rights reserved.

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ACKNOWLEDGEMENT

The accessible hotels survey report was prepared by IFC, in partnership with the Society of Economic Journalists—Nepal (SEJON) and the National Federation of the Disabled— Nepal (NFDN). It evaluates the status of accessible tourism in Nepal, examines the hotel industry’s perceptions on the issue, raises awareness, and provides suggestions on the way forward for the government and hospitality industry.

The survey for this report took place in February and March 2021, with 90 hotels across Nepal participating.

The SEJON team was led by Gajendra Budhathoki, managed by SEJON President, Bhim Gautam, and coordinated by SEJON member, Kedar Dahal. The team included SEJON members Prem Punathoki, Laxman Darlan, Surendra Pokharel, Sujan Subedi, Ranjan Koirala, Bhojraj Bhandari, Chhabi Sapkota, Dipendra Thapa, Hemanta Joshi, and Prem Chanda. We would like to thank the team members, the executive committee, and the secretariat of SEJON.

At IFC, the report was led by Communications Officer, John Narayan Parajuli, under the overall guidance of Country Manager for Bangladesh, Bhutan and Nepal, Wendy Werner, with translation and additional research by Vishal Rai. Additional inputs were provided by Regional Tourism Consultant, Sumit Baral, and Private Sector Development Specialist, Raihana Rabbani.

Within IFC, the team would like to thank Santosh Pandey, Country Officer, Nepal; Babacar Sedikh Faye, Resident Representative, Nepal; and Camille Funnell, Senior Communications Officer, for their leadership, encouragement, and support.

Photos were provided by Pankaj Pradhananga of Four Season Travel & Tours, Anand Shrestha, and Laxmi Prasad Ngakhusi.

The report was reviewed by NFDN General Secretary, Raju Basnet. CONTENTS

List of Figures 6 Executive Summary 7

1. INTRODUCTION 8

2.1 Accessible tourism in Nepal 14 2.2 Accessible tourism around the world 15

3. BACKGROUND AND PURPOSE 18 3.1 Accessible tourism for all 20 3.2 Benefits for the industry 21 3.3 Purpose of the study 21

4. STUDY METHOD 22 4.1 Interview/survey 24 4.2 Study documents 24

5. FINDINGS 26

6. CONCLUSION 34

7. RECOMMENDATIONS 38 7.1 Recommendations for the government 40 7.2 Recommendations for the tourism industry/private sector 41 7.3 Recommendations for donor agencies 41

ANNEX 43 Figure 1: Are you aware of accessible or inclusive tourism? 28

Figure 2: Do your employees/staff have proper knowledge or training on accessibility for all? 28

Figure 3: Does your hotel/restaurant have accessible tourism support facilities? 28

Figure 4: Does your hotel provide parking facilities for guests with physical disabilities? 28

Figure 5: Does your hotel have ramped access from the entrance to the reception? 29

Figure 6: Does your hotel have stair-free/barrier-free access from the entrance to the reception? 29

Figure 7: Do you have ramps from the reception to the rooms? 29

Figure 8: Is there enough turning space for wheelchairs in the rooms? 29

Figure 9: Can wheelchair users be easily transferred to the beds? 30

Figure 10: Are light switches within reach of the beds? ...... 30

Figure 11: Are all facilities accessible to the guests? 30

Figure 12: Can guests with disabilities easily open and close the bathroom doors? 30

Figure 13: Is there enough turning space for wheelchairs in the bathroom? 31

Figure 14: Is the access to restaurant free of steps or other barriers? Is it accessible? 31

Figure 15: Can the restaurant doors be opened and closed easily? 31

Figure 16: Do you have plans to install ramps in your hotel? 31

Figure 17: Do you have support staff for visually-impaired guests? 32

Figure 18: Does your hotel have signs for the convenience of visually-impaired guests? 32

Figure 19: Do you have staff who are trained in sign language? 32

Figure 20: Are the hotel premises easy to navigate for visually-impaired guests? 32

Figure 21: Do you have Braille signage on your door plaques? 33

Figure 22: Do you have Braille signage in your room directories? 33

Figure 23: Does your hotel have extra wheelchairs? 33

Figure 24: Does your hotel have accessible transportation for the convenience of guests with disabilities? 33 IFC FOREWORD

Around one billion people are affected to make transport systems safe and business owners and staff think about by some form of disability, according accessible, and also provide universal accessibility? What infrastructural to the World Health Organization. access to public spaces. features or initiatives are already in People with disabilities have been place? What are the key barriers? traveling more than ever, but they still What’s more, accessible tourism also encounter numerous challenges in makes economic sense for businesses This report shares the findings of the accessing and enjoying destinations within the tourism sector. Travelers study and recommends actions for because their specific needs have with disabilities are known to spend the government, the tourism industry, not been taken into consideration in more than other people, and they and donor agencies. It shows that a designing tourism experiences. And it usually travel with caretakers, friends, move towards universal accessibility is not just people with disabilities who or family. The United States, Australia, and accessible tourism will only be face these issues—they also impact and countries in Europe have long possible with combined efforts from the elderly, pregnant women, or recognized the benefits of accessible the government, the private sector, families with small children. tourism, with studies there showing and donor agencies. the potential of a billion-dollar Fortunately, a growing number of industry. However, accessible tourism On behalf of IFC, I would like to thank countries have recognized the value remains an untapped source of the Society of Economic Journalists— of developing accessible tourism to potential revenue for most countries, Nepal and the National Federation of ensure that people with disabilities including Nepal. According to the Disabled—Nepal for their efforts can have the same freedom to travel disability-rights experts, prior to the and contribution to completing this and see the world they live in, to COVID-19 pandemic, Nepal received survey. I would also like to extend my indulge in its beauty and diversity, around 2,000 tourists with disabilities gratitude to the participants of this just the same as anyone else. Indeed, a year. But with improved facilities study, and all individuals who were accessible tourism is an issue of and conditions, this number could kind enough to share their time and human rights and social inclusion easily exceed 10,000. While this figure knowledge with us. – it is about creating spaces and may not appear to be significant, it experiences that are open to all. can still be a big boost for the COVID- battered tourism industry. Disability is also clearly mentioned in the Sustainable Development Goals, In early 2021, IFC collaborated with Wendy Werner in its aim to promote human rights the Society of Economic Journalists— COUNTRY MANAGER and fundamental freedoms for all. Nepal and the National Federation International Finance Corporation (IFC) By 2030, Goal 10 strives to reduce of the Disabled—Nepal to carry out for Bangladesh, Bhutan and Nepal inequality and promote the social, a survey to explore the preparedness economic, and political inclusion of of Nepal’s hotels in catering to all people. Goal 11, meanwhile, seeks people with disabilities. What do EXECUTIVE SUMMARY

Ensuring accessibility at tourism To answer this, a study was an absence of relevant policy and destinations for all travelers is key to conducted by the Society of Economic legal provisions. Disability rights responsible and sustainable tourism. Journalists—Nepal, in collaboration experts state that engineers at the Accessible destinations are those with the National Federation of the municipalities are also unaware of the that have put in place the necessary Disabled—Nepal, with financial Accessible Physical Infrastructure and infrastructure and services to help and technical assistance from IFC. the communication Services Directive everyone to participate in and enjoy Covering 90 star hotels in major cities (This directive is being revised with tourism experiences, regardless of of the country, the study found that the technical support of the National physical limitations, disabilities, or while most hoteliers were aware of Federation of the Disabled—Nepal) age.1 the concept of accessible tourism, they had not invested in disability- As increasing numbers of people with While accessible tourism serves the friendly infrastructure. The reasons for physical limitations and disabilities disabled and the aged, it also includes this were varied—some hotels had old travel around the world, and given pregnant women and families with structures, some cited geographical the ethical and financial benefits of small children.2 Not surprisingly, difficulties, and some said they simply welcoming and catering to these the accessible tourism market is did not receive many guests with travelers, it is clear that Nepal a growing segment—because it disabilities. must take urgent steps to increase makes sense from a human rights accessibility in tourism infrastructure, perspective, strengthens social Many of the surveyed hotels said services, and products. inclusion, and, most of all, it presents the extra costs was a key factor a significant business opportunity.3 in their failure to build ramps, The study shows that the success can purchase wheelchairs, or provide be forged only with efforts from the The increasing focus on accessible other accessible infrastructure and government, the private sector, and tourism is coupled with a growing services; even though national and donor agencies working together awareness about the need to international studies have showed to create a conducive environment eliminate architectural barriers for that such infrastructure adds up in which the principles of universal persons with disabilities, particularly to less than 0.2 percent of total accessibility is integrated into relevant so in the accommodation sector. construction costs. There is also a legal and policy provisions, including A 2017 study in Korea showed that provision of a 10 percent concession building codes and tourism guidelines; people with mobility disabilities for accessible infrastructure. best practices in the industry is placed foremost emphasis on Moreover, readiness was poor on the recognized and rewarded; model accommodation facilities that were human resources side, with no staff accessible destinations are developed accessible.4 This underlines how employed or assigned to assist guests and promoted; and necessary support crucial it is to create welcoming with disabilities. is provided for implementation spaces for persons with disabilities of public-private partnerships and to equate their needs with those Another major issue identified by at different levels—all with the of other guests. the study was the lack of clarity participation of and feedback from and understanding about universal persons with disabilities. But, how prepared are Nepal’s accessibility and inclusive tourism hotels to cater to persons with practices, even in the concerned disabilities? government departments, and

1 https://www.un.org/development/desa/disabilities/issues/promoting-accessible-tourism-for-all.html 2 Zsarnoczky, M. (2017). Accessible Tourism in the European Union 3 World Tourism Organization (2016), Manual on Accessible Tourism for All: Principles, Tools and Best Practices – Module I: Accessible Tourism – Definition and Context, UNWTO, Madrid 4 Lyu, S. O. (2017). Which accessible travel products are people with disabilities willing to pay more? A choice experiment. Tourism Management, Volume 59, April 2017, pp. 404-412 10 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

Although inclusive tourism is gaining significant ground globally, Nepal has been slow to embrace it. SURVEY ON ACCESSIBILITY FOR 11 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

INTRODUCTION 01 12 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

According to the World Health adopted the UN Convention on the infrastructure has thus become a Organization, an estimated one Rights of Persons with Disabilities human right imperative. billion people (15 percent of the global (CRPD). Article 9 of the convention population) are affected by some form calls for UN member states to take Besides, accessible tourism also of disability; 690 million people with appropriate measures to ensure that makes clear business sense by disabilities live in Asia and the Pacific.5 persons with disabilities have equal boosting visitor numbers and revenue. Nepal’s 2011 Census showed that 2 access to facilities and services open A 2013 study in Spain found that percent of its population is affected by or provided to the public.7 people with disabilities spent more disabilities, which is about 500,000 as they usually tend to travel with people.6 Some estimate the actual Disability is also included in various companions and had the potential number could be much higher. Sustainable Development Goals to generate at least €2.4 billion for (SDGs), in particular those related to the country’s tourism industry.9 The As more persons with physical education, growth and employment, first major statistically reliable survey limitations and disabilities travel inequality, and accessibility of human on the disability travel market in the around the world, the more crucial it settlements. In 2015, the SDGs were U.S. was in 2002, with a second study becomes to incorporate their needs adopted by all UN Member States following in 2005. Both studies found into tourism strategies and policies. with a view to end poverty, protect that an adult with disability spent Accessible tourism is now considered the planet, and ensure that all people an average of $430 during one trip. a human right. In December 2006, enjoy peace and prosperity by 2030.8 Overall, the travel expenses of persons the UN General Assembly formally Creating disability-friendly tourism with disabilities amounted to as much as $13.6 billion a year. This figure could actually be doubled since it did not consider other expenses, for instance, those of traveling companions.10 A follow-up survey was conducted in 2020; it showed that the disability travel market contributed over $50 billion to the travel industry in the U.S. In Australia, the accessible tourism market is worth over AUD 10.8 billion.11

Given the benefits, it would be a missed opportunity if countries like Nepal did not pay attention to accessible tourism, starting by developing accessible accommodation. Designing accessible hotels requires a smart approach known as Design-for-All or Universal Design, which is “the design and composition of an environment so that it can be accessed, understood, and used to the greatest extent

5 https://www.e-unwto.org/doi/epdf/10.18111/9789284422296 6 https://unstats.un.org/unsd/demographic/sources/census/wphc/Nepal/Nepal-Census-2011-Vol1.pdf 7 https://www.un.org/development/desa/disabilities/issues/promoting-accessible-tourism-for-all.html 8 https://www.np.undp.org/content/nepal/en/home/sustainable-development-goals.html 9 Domínguez, T.; Fraiz, J.A.; Alén, E. (2013). Economic profitability of accessible tourism for the tourism sector in Spain. Tour. Econ., 19, 1385–1399 10 World Tourism Organization (2016), Manual on Accessible Tourism for All: Principles, Tools and Best Practices – Module I: Accessible Tourism – Definition and Context, UNWTO, Madrid. p. 25 11 https://www.e-unwto.org/doi/epdf/10.18111/9789284422296 SURVEY ON ACCESSIBILITY FOR 13 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

possible by all people regardless of through campaigns and advocacy campaign to promote disability- their age, size, ability or disability.”12 to support disability-inclusive friendly tourism infrastructure that The first step towards Universal development in the private sector. has elements of both market creation Design is to learn about the basic As IFC invests in the private sector, and development impact for an requirements of persons with it makes sense for us to launch a underserved community. disabilities.13 Sweden’s Scandic Hotels chain, for instance, has recognized the distinctions between the various disabilities and has set a standard of SHREEJANA RANA 101 accessibility measures across all its President, Hotel Association hotels.14 of Nepal (HAN)

Although the term “accessible” refers

to facilities that accommodate the Do you keep accessibility for all In my opinion, the state should needs of people with disabilities, in mind when constructing hotel encourage people with disabilities the facilities will actually benefit all infrastructure? If yes, what do you to run hotels. For this, grants should pay attention to? be provided by the state, and various customers. In particular, accessible taxes and revenue should be waived facilities are beneficial when In order to raise our standards for five years. Currently, we have been guests include pregnant women, to international levels, we have witnessing more money being spent on collaborated with the Government of purchasing land than on constructing families with small children, Nepal and recently published a set of hotels. In order to stem this situation, tired or stressed clients, and even standards for hotels and resorts. Point government land should be provided on customers with heavy pieces of number 56 in the Hotel Standard 2077 lease for longer periods of time. (2021) has a provision that states that 15 baggage. Furthermore, installing at least one room should be disability- Do you provide training on communication boards with pictures friendly. Hoteliers have definitely accessibility to hotel staff? If no, do will support persons with intellectual/ taken this into consideration during you have plans to make training construction. According to the same mandatory? learning disabilities and hearing arrangement, each hotel floor and disabilities. every toilet and restroom should be The main objective of HAN is to disability-friendly. provide efficient services to domestic and foreign guests, so we have been The social inclusion of persons with Do hotels provide employment to conducting such training programs. disabilities is part of the process of people with disabilities? The issue now is about providing improving their ability, opportunity, training to workers and employees with It depends on the type of disability and disabilities, which we have been doing, and dignity to take part in society. the knowledge or skills of the person. but only occasionally. The World Bank’s Environmental For instance, instead of working and Social Framework stresses the as a frontline employee, a person Do you have provisions for disability- with disability can be placed in the friendly vehicles for persons with need to empower persons with accounting division if they possess the disabilities? Do you have plans to disabilities to participate in, and skills. Since we are a service industry, make such vehicles mandatory? benefit from, the development we haven’t really followed this. A few restaurants have taken initiatives and We have heard about government 16 process. As part of the World Bank they have been effective. On a personal plans to bring in disability-friendly Group’s commitment to support level, I feel that we need to focus on vehicles, which is a major factor in disability-inclusive development by this issue. attracting tourists. In order to mitigate the process for hotels to procure such 2030, IFC is obligated to enhance its What should the government do to vehicles, they should be completely tax due diligence of disability inclusion17 facilitate the operation of disability- exempt. in private sector projects. This means friendly hotels? creating an enabling environment

12 http://universaldesign.ie/What-is-Universal-Design/ 13 Buhalis, D., Darcy, S., Ambrose, I. (2012). Best Practice in Accessible Tourism: Inclusion, Disability, Ageing Population and Tourism. 241 14 World Tourism Organization (2016), Manual on Accessible Tourism for All: Principles, Tools and Best Practices – Module I: Accessible Tourism – Definition and Context, UNWTO, Madrid. 40 15 Buhalis, D., Darcy, S., Ambrose, I. Best Practice. 244 16 http://documents1.worldbank.org/curated/en/437451528442789278/pdf/126977-WP-PUBLIC-DisabilityInclusionAccountabilitydigital.pdf 17 https://www.worldbank.org/en/news/press-release/2018/07/24/world-bank-group-announces-new-commitments-on-disability-inclusion 14 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

Accessible or inclusive tourism seeks to enable all people—regardless of their age or physical limitations—to access and enjoy tourism experiences. It encompasses all efforts undertaken to ensure that travel destinations, facilities and services are accessible to all, including persons with a range of disabilities. SURVEY ON ACCESSIBILITY FOR 15 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

ACCESSIBLE TOURISM IN NEPAL 02 16 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

2.1 Accessible Tourism in Nepal

Nepal’s natural beauty and cultural diversity, among other factors, make for myriad opportunities for the country to become a top tourist destination. The country opened for tourists in the 1950s and in just a few decades earned a reputation as a mountaineering destination—eight of the world’s 14 peaks over 8,000 meters high are in Nepal and 400 peaks have been opened for climbing. The tourism industry is one of the largest in the country and a major source of foreign exchange.

Despite Nepal’s immense tourism potential, poor tourist infrastructure has been a persistent obstacle. The more focus on developing such infrastructure, the more the tourism sector can contribute to the national economy. The sector is also a major was inaugurated near Sarangkot source of employment; one of every in Pokhara.18 Among the hotels Trekking is a major attraction for nine jobs in Nepal is linked to tourism. in Pokhara, The Lakeside Retreat individuals with various physical Tourism can be an important means has constructed a ramp according disabilities. Over the years, people of poverty alleviation for the country to international standards, and with artificial limbs and visual if forward and backward linkages is the ground floor is accessible impairments—accompanied by further expanded. for wheelchair users. The staff helpers—have trekked across the have also received training on country’s routes. However, the A particularly unexplored area of supporting persons in wheelchairs. country’s physical infrastructure, even Nepal’s tourism industry relates to In Kathmandu, Hotel Hardik has in its major cities, is not disability- or accessible tourism. Although inclusive constructed disability-friendly even wheelchair-friendly. Even in the tourism is gaining significant ground infrastructure and employed people capital, Kathmandu, the road office globally, Nepal has been slow to with disabilities.19 has only just begun to construct embrace it. The Government of Nepal disability-friendly sidewalks.20 has set certain criteria to ensure Nepal attracts a large number of So, while Nepal’s geographical, access for all in the construction adventure tourists, among whom are natural, and heritage features are of physical infrastructure, but the persons with disabilities, particularly tourist attractions, much of it is not tourism sector is yet to implement this those who have lost limbs, are blind, accessible to people with physical in a significant way. and are speech and hearing impaired. disabilities. In fact, 13 persons with disabilities Examples of efforts in accessible have successfully climbed Mt. Everest tourism are few and far between. so far. In 2018, Nepal’s first accessible trail

18 https://undpnepal.exposure.co/open-to-all 19 https://www.nepalitimes.com/banner/making-nepal-accessible-to-all/ 20 https://kathmandupost.com/valley/2021/04/02/department-of-roads-starts-disabled-friendly-pavement-project-in-kathmandu SURVEY ON ACCESSIBILITY FOR 17 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

2.2 Accessible tourism

MITRA LAL SHARMA around the world President, National Federation of the Disabled – Nepal Worldwide, over the last two decades, a number of successful initiatives have addressed the needs of persons with disabilities, including providing What kind of infrastructure and the law gets. I think the government information on available accessible facilities should hotels provide for should make binding laws. people with disabilities? services. An example is Canada’s There are many hotels under Kéroul project, which developed There are a number of requirements construction in Kathmandu. What a tourist brochure and interactive for persons with disabilities, many are your suggestions for disability- of which are not present in Nepal. At friendly facilities in those that have website for persons with disabilities.21 present, the common perception is completed construction? In Australia, the Sydney for All website that all that persons with disabilities offers information on accessibility for require is a wheelchair ramp. And when Firstly, hoteliers should build ramps we talk about accessibility, we pay for people with disabilities. Secondly, visitors with disabilities. In Europe, attention only to people with physical the toilet doors should be wide, and Accessibility Information Schemes disabilities. People with low vision the insides of the toilets should be (AIS) provide databases of accessible need enough light in the rooms and spacious. There should be disability- the rooms should be bright enough friendly beds; taps and latches should tourist venues and services. One such for the deaf to communicate in sign be reachable by people with short AIS scheme is Europe For All, which language. Additionally, people who are stature; rooms should be brightly lit; helps persons with disabilities plan visually impaired need railings that lead and hotel services should be disability- 22 to their rooms. But the reality is that friendly. More attention should be paid their trips easily. it’s difficult for the visually-impaired to to the use of sign language and Braille even order food because no hotel has menus should be kept in restaurants. Transport is an often-overlooked part Braille menus. Similarly, the transport system of accessible tourism research even So, when it comes to accessibility, within the Kathmandu Valley is not though accessible transport adds to there are no facilities for people with disability-friendly. In the same way that the value chain of accessible tourism. disabilities. Hoteliers do not consider hotels provide taxis and other vehicles people with disabilities to be tourists. for guests, four-wheeled scooters, It benefits not just persons with Most of the attention is on wheelchair wheelchairs, and white canes should disabilities but all users. In Spain, the users, not on other types of disabilities. be made available for guests with ONCE Foundation, with support from disabilities. Have you seen many hotels with IMSERSO (Spain’s Institute for the special facilities for people with We have surveyed almost a hundred Elderly and Social Services), provides disabilities in Nepal? hotels. They say they have installed accessible taxis (Eurotaxis), where elevators to make their hotels I don’t think hoteliers have people with disability-friendly. But, according to wheelchair users do not need to leave disabilities in mind at the very start of you, no hotel is disability-friendly. their wheelchairs. This project started their projects. That’s why there are no What are your suggestions for in 1990 and the taxi fleet has grown disability-friendly hotels and we are them? forced to make do. since then.23 First of all, they haven’t paid attention What are the laws and policies of the to this issue. They have invested The presence of staff trained to serve government for disability-friendly millions but if they spend a few hotels? Are they being implemented? hundred thousand rupees more, their persons with disabilities and specific hotels would be accessible for all. access requirements is important in The national building code stipulates That is all that’s required. Good hotels helping guests overcome barriers. In that the first floor of a building should have installed lifts, and ramps can be be disability-friendly. This is as strict as connected if hoteliers spend around Europe, the transnational European Training Certificate Accessible for All in the Tourism Sector (ETCAATS) project,

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21 Zsarnoczky, M. (2017). Accessible Tourism in the European Union. 34 22 https://www.accessibletourism.org/resources/2015-04-02-eu-supply-study-final_report.pdf 23 World Tourism Organization (2016), Manual on Accessible Tourism for All: Principles, Tools and Best Practices – Module I: Accessible Tourism – Definition and Context, UNWTO, Madrid. 35 18 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

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$600. A white cane costs $4, a wheelchair At present, we are working on an law are revoked, the building code will costs $170, and the cost of training for a important plan to provide employment start being applied. But we do not have sign language interpreter is around $700. to 1500 to 2500 people in Kathmandu, such a law. Free training is available as well. As for Lalitpur, Kapilvastu, Rupandehi, and Braille menus, hotels may need only a Morang. Some cafes already employ Will the addition of disability-friendly couple of them, and they can be printed at people with disabilities, which is infrastructure lead to a rise in the any press. So can Braille business cards if exemplary. We are trying to take it further. number of tourists? you add $5. Urbanization has increased rapidly. Is Yes, there will be an increase in foreign Additionally, if hotels spend around disability-friendly infrastructure being tourist numbers. People with disabilities $1700 on a four-wheeled scooter, and if added or are things much the same? will finally be able to enjoy Nepal’s they provide it for a fee to guests who attractions. There is a lot of money in have disabilities, those guests will keep It has increased, but much of it seems like accessible tourism, but the tourism returning to the same hotel. But since a formality because it hasn’t been done in industry has not paid attention to this. hoteliers refuse to understand such a a proper manner. For instance, a disability- Public places, including parks and view simple matter, what can we do? friendly overhead bridge was constructed towers, need to be disability-friendly as in Butwal but a lot needs to be done in well. Such facilities are useful not just for What is the employment status of its management. Another example is the people with disabilities but for children, persons with disabilities in hotels, installation of tactile tiles on the sidewalks pregnant women, and the elderly too. tourism, and other related sectors? of Bharatpur in Chitwan. Although this is What are the benefits of employing a positive step, there are gaps and holes Do you know how many tourists with them? between the tiles. So even if the tiles are disabilities come to Nepal annually? installed, they are not as effective as they As per the Disability Act, if there are more could be. Around 2000 tourists with disabilities than five workers with disability employed currently. But with the problems they face at an establishment, the business is While things have improved compared to here, they do not recommend the country eligible for certain benefits although the the past, the issue still has not received to others. Therefore, the number of foreign exact nature of such benefits is not clear. sufficient attention. Engineers have not tourists with disabilities is declining. Clarity on these benefits and concessions stressed on accessibility when coming But if conditions were improved and would provide businesses with incentive up with designs, even though the facilities made more disability-friendly, to employ persons with disabilities. government has come up with a building that number could easily be over 10,000 code, which is a law in itself. If the licenses people a year. of engineers who do not comply with that

which ran for two years, gave tourism a comprehensive training course and its hotels are the only ones in providers training instruments and on accessibility for its employees, the country to have implemented an professional certification. The goal including how to treat guests with Accessibility Management System. was to make all staff aware of and hearing impairments, how to prepare Staff has received training on have the skills to cater to persons with and serve food for persons with visual accessibility and personnel include disabilities, elderly people, and those impairments, and how to provide people with disabilities. In fact, two of with specific access requirements.24 service to persons with mobility the chain’s hotels employ more than problems.26 Accessibility related work 70 percent of staff with disabilities.27 Another example is Sweden’s is included in the hotels’ general Scandic Hotels chain, renowned budgets. The ILUNION chain’s model of for its accommodating persons employing persons with disabilities with various disabilities.25 Under its In Spain, the ILUNION hotel chain has could be replicated in Nepal as well. Accessibility Standard, Scandic offers continuously worked on accessibility, The 2011 National Population Census

24 Ibid. 45 25 Ibid. 40 26 https://zeroproject.org/practice/pra181172swe-factsheet/ 27 WTO. Manual on Accessible Tourism. 43 SURVEY ON ACCESSIBILITY FOR 19 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

of Nepal found that there were include a tourism center providing There are other examples of efforts around 500,000 Nepalese who specific information on accessibility to ensure tourism activities and had some form of disability and, and an enhanced transport system experiences are fully accessible. In among them, 163,000 were youth with a Design for All approach.29 France, the Hérault General Council aged between 16 and 40. According started the La mer ouverte à tous to the National Living Condition of Europe has a number of historic (An open sea for all) initiative, which Persons with Disabilities, access cities that are visited by thousands makes beaches fully accessible. It to employment for persons with of tourists each year. A major has been running for more than 15 disabilities is extremely low.28 While challenge in such places is finding a years now.31 In Argentina, accessible a few hotels and restaurants in the balance between accessibility and infrastructure was added to 40 private sector—such as Hotel Hardik protecting cultural heritage. In 2010, hectares surrounding Iguazú Falls. and some Bakery Cafe outlets—have the European Foundation Centre Started in 1995, the project turned employed persons with disabilities, it launched the League of Historical out to be a social and economic needs to be done on a larger scale for and Accessible Cities (LHAC) project, success, with developers consulting greater positive impact. which has been using innovative with persons with disabilities to solutions to reconcile the two. The make specific areas accessible.32 In In some cases, longer life LHAC project is implemented in six Sweden, cruises are offered by the expectancies and aging populations cities in five countries—Italy, France, Wettervik company for persons have also led to the creation of Denmark, Bulgaria, and Spain—and with disabilities in the northern accessible tourism services. A case focuses on improving accessibility Vätterns archipelago. The fleet in point is Japan, with its aging in historic cities while protecting of boats include wheelchair lifts, population and high volume of cultural landmarks and promoting induction loops, and adapted toilets. tourists from Europe and the United sustainable tourism.30 Similar Implemented by the Askersund States. Combined, these factors initiatives could be replicated in the municipality and the company, this have motivated Japan to incorporate historic city centers of Kathmandu, is a prime example of public-private accessible elements throughout Patan, and Bhaktapur. collaboration.33 its tourism value chain—examples

28 https://nfdn.org.np/employment-pwds/ 29 WTO. Manual on Accessible Tourism. 52 30 Ibid. 55 31 Ibid. 64 32 Ibid. 67 33 Ibid. 68 20 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

According to WHO estimates, around 15 percent of the world’s population—a billion people—have physical, mental, or sensory disability. SURVEY ON ACCESSIBILITY FOR 21 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

BACKGROUND & PURPOSE 03 22 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

3.1 Accessible Tourism infrastructure.34 While the Disability In 2015, an interactive program— Rights Act was enacted in 2017, Accessibility Matters: Opportunities for All accessible tourism regulations are for Inclusive Tourism in Nepal—was still absent. As a result, efforts have organized by Four Season Travel Globally, the concept of accessible been few and far between, limited to and Tour, in partnership with the tourism has gained ground in recent installation of wheelchair ramps in a U.S. Embassy and the International times. Accessible or inclusive tourism few hotels, restaurants, and banquet Development Institute. At the seeks to enable all people—regardless halls. event, tourism experts urged the of age or physical limitations—to government to promote accessible access and enjoy tourism experiences. In recent days, however, calls for tourism to exploit Nepal’s untapped It encompasses all efforts undertaken focus on accessible tourism, beyond market for tourists with disabilities to ensure that travel destinations, wheelchair access, are growing looking for adventure activities, such facilities, and services are accessible to louder. The National Association of as trekking.35 all, including persons with a range of the Deaf and Hard of Hearing, for disabilities. instance, has underscored the need Considering its social and economic to train travel guides in sign language benefits, especially in a post-COVID In Nepal, the concept is still new to make communication easier and world, where losses for the tourism and, considering the country’s focus has called attention to the absence of industry are estimated to be above on adventure tourism, may take signs in public places for the visually $300 million,36 this is a good time for some time to permeate. Nepal, and hearing impaired. Nepal to prioritize accessible tourism. in fact, severely lacks accessible

Four Season Travel & Tours: Bringing Season partnered with the International However, inclusion does not end with Accessibility to the Fore Development Institute for the Wounded accessible facilities. “We also need to focus Heroes Trek to Nepal, in which a group of on technology,” says Pradhananga. For “We know that accessible tourism amputee U.S. army veterans trekked to instance, the Independent Living Center is achievable in Nepal,” says Pankaj Poon Hill. This was part of the 2016 UNWTO (ILC)—a non-profit organization run by Pradhananga, director of Four Season World Tourism Day celebrations. Four persons with disabilities, which works in Travel & Tours, a tour operating company Season also brought the former Captain tandem with Four Season—was gifted involved in accessible tourism since 2014. Regent of the Republic of San Marino, an accessible vehicle by a Korean NGO. In the years following that, Pradhananga Mirko Tomassoni—a wheelchair user—to This occurred after ILC and Four Season has gained a fair amount of expertise in the Nepal in 2019. organized an event focused on tourists with sector, and was even part of the panel at disabilities from Japan, Korea, and South the World Summit on Accessible Tourism— Recognizing that accommodation for East Asia. The vehicle is the only one of its Destinations for All event in Brussels in 2018. people with disabilities is an integral kind in Nepal. part of accessible tourism, Four Season Since inviting Dr. Scott Rains, an advocate has encouraged hotels to take up Currently, tourism has come to a standstill for accessibility and inclusion, to Nepal in accessibility—by drawing a connection due to the pandemic, but Pradhananga 2014, Four Season Travel has been a key between its humanitarian aspects and its foresees a steady growth in tourists with player in promoting accessible tourism economic benefits. “In doing so, we’re able disabilities in the days to come. “While we in the country. Rains worked with Four to bring in interested people and convert don’t get a huge amount of inquiries, they Season, helping to link Nepal’s tourism local stakeholders,” he says. While global are certainly increasing,” says Pradhananga. sector with organizations working for chains—such as Marriott, Aloft, and Hyatt— “More people are aware that Nepal is persons with disabilities and developing already follow international guidelines on working on accessible tourism and that we an accessible tourism strategy. In 2015, the accessibility, only some mid-range hotels have experienced-backed competencies. company organized a trek in the Annapurna have accessible facilities in place, says We are heading towards the right direction route for people with vision impairments; Pradhananga. slowly.” the route itself was field tested by a visually-impaired person. A year later, Four

34 https://nfdn.org.np/article/inclusive-tourism-in-nepal/ 35 https://kathmandupost.com/money/2015/12/02/nepal-urged-to-promote-accessible-tourism 36 https://thehimalayantimes.com/blogs/covids-impact-on-tourism SURVEY ON ACCESSIBILITY FOR 23 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

However, accessibility adds whole new levels to comfort and services.44

Inclusive tourism is only set to increase in the coming years. Life expectancy is growing, which will lead to a growth in less mobile, elderly travelers. If Nepal’s tourism industry can focus on accessible tourism, it will be able to attract significantly higher numbers of visitors.

Although hotels in Nepal have been reluctant to move towards accessibility, Hotel Hardik’s recent success is an indicator that Around 15 percent of the the construction of accessible infrastructure is an advantage for world’s population—one billion businesses. Ever since it constructed people—have physical, mental, ramps and accessible bathrooms, Hotel Hardik has seen an increase in or sensory disability, according venue bookings.45 to WHO estimates. 3.2 Benefits for the contributed $58.7 billion to the U.S. 3.3 Purpose of the travel industry.38 In the European Study industry Union, accessible tourism contributed 39 3 percent of GDP in 2012. By 2025, 1. To evaluate the status of accessible According to WHO estimates, it can generate possible revenues tourism around 15 percent of the world’s 40 of €88.6 billion. In Australia, it 2. To learn about the hotel industry’s population—a billion people— contributed around $10 million to the perceptions of accessible tourism in have physical, mental, or sensory 41 tourism industry in 2011. By 2018, the Nepal disability. Persons with disability—as accessible tourism market was worth 3. To gain insights into challenges well as the elderly—are often not 42 AUD 10.8 billion. related to accessible tourism unaccompanied. These individuals, 4. To raise awareness of accessible and those who are directly affected The term “disability” encompasses tourism among concerned by their disability, such as friends a wider range of people. It is not stakeholders, including the and family, make up over a third of just limited to disabilities and Government of Nepal, Nepal the world’s population. People with impairments, but includes people Tourism Board, and the tourism disabilities are travelling more than with allergies and other sensitivities, industry ever—a 2015 U.S. market study shows 43 invisible disabilities, and the elderly. 5. To provide recommendations to the that disability travel generated $17.3 It is therefore a huge market. In government and the industry on billion per year.37 A follow-up survey hotels, accessibility is looked at as a promoting accessible tourism. in 2020 found that disability travel feature for persons with disabilities.

37 https://www.accessibletourism.org/?i=enat.en.news.1812 38 https://www.e-unwto.org/doi/epdf/10.18111/9789284422296 39 https://www.accessibletourism.org/resources/toolip/doc/2014/07/06/study-a-economic-impact-and-travel-patterns-of-accessible-tourism-in-europe---fi.pdf 40 https://www.emerald.com/insight/content/doi/10.1108/JTF-03-2015-0012/full/html 41 https://www.wheelchairtraveller.org/contribution-to-development/ 42 https://www.e-unwto.org/doi/epdf/10.18111/9789284422296 43 Zsarnoczky, M. (2017). Accessible Tourism in the European Union. 31 44 Eichhorn, Victoria. (2014). Economic Impact and Travel Patterns of Accessible Tourism in Europe: Full Report. 26 45 https://www.nepalitimes.com/banner/making-nepal-accessible-to-all/ 24 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

The term “disability” encompasses a wider range of people. It is not just limited to disabilities and impairments, but includes people with allergies and other sensitivities, invisible disabilities, and the elderly. SURVEY ON ACCESSIBILITY FOR 25 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

STUDY METHOD 04 26 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

4.1 Interview/survey were prepared for the study. Financial 4.2 Study documents journalists visited the hotels and conducted the survey among hotel The study was conducted among Existing documents on Nepal’s operators, managers, and employees. 90 star hotels in major cities of the tourism market, the global tourism The questionnaire and the list of country—Kathmandu, Pokhara, market, and various national and hotels are included in the annex. Chitwan, Nagarkot, Dhulikhel, international practices on accessible

Birgunj, Lumbini, and Kailali. Twenty- tourism were also examined for this four questions on accessible tourism study.

GAJENDRA BUDHATHOKI Senior economic journalist

You have a lot of knowledge about of knowledge-building. However, I have Nepal’s tourism sector. How noticed that there is still little focus on disability-friendly is Nepal’s tourism making tourist destinations accessible. infrastructure? What does it take to be truly Disability-friendly tourist infrastructure accessible? is practically non-existent in Nepal. We should be talking more about disability We should understand that wheelchair access than a disability-friendly tourism users are not the only ones who use sector. There are many weaknesses ramps—they are useful for pregnant in our understanding of accessibility. women and the visually-impaired Accessibility is not just about disability—it too. Accessibility means that every includes senior citizens, pregnant women, service—from rooms to toilets—should and those who are physically ill. Prior to be accessible to all. If it is a necessity, the 2015 earthquake, people with physical it should be accessible. In Nepal’s case, disabilities would visit Nepal, but they minor infrastructure is installed and were never regarded as tourists. From passed off as accessible. the very beginning, disability-friendly There are many such examples in infrastructure was ignored while building Kathmandu. Even older five-star hotels tourism infrastructure. The fact that lack proper accessibility—what some refer accessible infrastructure is beneficial to to as “ramps” are just inclined pathways for everyone was never considered. We should trolleys. I visit these hotels for conferences. look to countries like Japan, China, and In order to reach a function hall in one of India that have taken concrete steps to these hotels, you first need to go up to the make tourism disability-friendly. third floor and then take an elevator.

In 2014, world traveler Scott Rains, a Some hotels have rooms for wheelchair wheelchair user, came to Nepal. He was users, but they do not have the services responsible for making people aware of that they require. People with disabilities the potential of accessible tourism. I too are not considered clients in Nepal’s hotels became involved in the project and in 2016, and tourism sector. In general, when five- for the first time in Nepal, wheelchair star hotels have a couple of rooms with users traveled the Annapurna Circuit. After some open space, they are considered returning from the Annapurna Circuit trek, accessible rooms. The understanding of there was an interaction with Pokhara’s accessibility itself is inadequate in most tourism entrepreneurs on the issue of cases. accessibility. That led to some amount

CONTINUED... SURVEY ON ACCESSIBILITY FOR 27 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

CONTINUED...

How can accessible tourism constitution itself. The National Building After our return from Annapurna Base infrastructure affect Nepal’s economy Code of 2065 (2008) states that all public Camp, a wheelchair trail was built in and employment? How many foreign infrastructure needs to be disability- Pokhara, the result of campaigning on the tourists will it bring? friendly. part of the city’s tourism entrepreneurs. A similar trail is being constructed in Currently, most tourists with disabilities The problem in Nepal is not in laws and Chitwan too. I have also talked to people seem to travel only to countries with policy, it is in people’s interpretations and in Bardiya. This means that wheelchair accessible facilities. An average tourist understanding. When we talk to hoteliers, trails will be developed in three locations spends up to $50 a day, while a tourist they say that people with disabilities as in Nepal. with a disability is willing to spend up guests are rare, which is why they do to $75. Studies conducted in different not want to allocate funds for accessible Since Scott Rains, there have been countries, such as Kenya and Thailand, features. We have failed to understand advancements towards accessible have shown that people with disabilities that it is possible to make simple changes tourism. There has been interest from the spend more than ordinary people. to older physical infrastructure, and that Nepal Tourism Board, and the Society of it can make facilities accessible for all Economic Journalists–Nepal (SEJON) has Just because a person has a disability people. carried out a study on the topic. In the doesn’t mean she/he can’t afford to near future, SEJON will be raising the issue go on vacation. If we build accessible The implementation of the policy and of accessible tourism in Nepal through infrastructure, we will have more persons legal system has become weak. Due to extensive interactions. with disabilities visiting Nepal, who will, a lack of mandatory legal provisions, the in turn, spend more. We need to create a building construction code itself has not What did the study find? favorable environment for them so that been implemented. And because of the Nepal can be known as an accessible absence of a binding system, the public Fifteen members of SEJON visited 90 tourism destination. and tourism sectors in Nepal are not hotels across Nepal for interviews. They disability-friendly found that entrepreneurs knew about A good accessible tourism destination disability-friendly infrastructure, but example in Nepal is the Chandragiri How was your trip to the Annapurna the misconception is that it is limited to Cable Car. Talks about accessibility at Circuit made possible? wheelchair accessibility. Chandragiri first came up during a general interaction program. Now, there’s a As I stated earlier, I met Scott Rains when Access to the hotel sector in Nepal is wheelchair ramp that goes right up to he visited Nepal, and I wanted to make particularly weak for the visually impaired. the temple. The fact that even a steep the trek along with him. We set out on We found that some hoteliers believed hill is wheelchair accessible has changed what we later called the “Doko Trail” of that just adding ramps and lifts would many perceptions about accessibility. So, the Annapurna Circuit, named after the make their hotels accessible. Initiatives whenever anyone asks me about tourism traditional dokos (wicker baskets) that need to be taken on this issue too. destinations in Nepal that are accessible are used to carry goods. We took our to wheelchair users, I always mention wheelchairs where we could, and were Additionally, star hotels still do not Chandragiri Cable Car—it’s accessible for carried in dokos where it wasn’t possible. have wheelchair-friendly infrastructure. wheelchair users as well as the visually Although it was expensive, we made it to However, an exception is Hotel Hardik in impaired. Accessibility is both about Annapurna Base Camp. This was in 2016. Baghbazaar, Kathmandu. The hotel was infrastructure and service facilitation for built under the supervision of U.S.-based users. When we returned from the trek, the UN- engineer, Ananta Baidya. Hardik Hotel has WTO came up with the slogan “Tourism a simple design. It has five rooms set apart From a legal angle, what should we ask For All” in 2017. At that time, the Minister for wheelchair users. The hotel spent up to the government to do to overcome any of Tourism was the late Rabindra Adhikari, $8500 to construct a wheelchair-friendly legal hurdles? who wanted to declare an accessible hall and bathroom, which is a model for tourism year in Nepal. He proposed the accessible bathrooms in Nepal. I don’t think we are weak legally. The formation of a task force for this, and United States enacted its disability act he wanted me to be a part of it, but he We found that the problem in Nepal is not only 30 years ago, whereas in Nepal, laws unfortunately passed away while the money but a lack of knowledge. Instead for persons with disabilities was enacted proposal was being developed. We could of piecemeal donations to social causes, 44 years ago, in 1977. not take the concept forward after his businesses should focus on channeling The current Rights of Persons with demise. funds through more comprehensive Disabilities of 2074 (2017) is one of the corporate social responsibility efforts. best in the world, and is a provision in the 28 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

Awareness is limited to a narrow view of what accessible tourism means: the entrepreneurs and hoteliers mistakenly believed that accessible services are only limited to ramps and lifts. SURVEY ON ACCESSIBILITY FOR 29 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

FINDINGS 05 30 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

FIGURE 3: Does your hotel/restaurant have accessible tourism FIGURE 1: Are you aware of accessible or inclusive tourism? support facilities?

1% 1% 4% 95% 22% 77%

YES YES NO NO DON’T KNOW DON’T KNOW

Are you aware of accessible or Does your hotel/restaurant have inclusive tourism? accessible tourism support facilities?

A majority of the participants (about 95 percent) of the study said Among respondents, 77 percent said their hotel/restaurant they were aware of the concept of accessible tourism. However, had accessible ancillary facilities, while 22 percent stated awareness is limited to a narrow view of what accessible tourism their hotels/restaurants did not have such services. means: the entrepreneurs and hoteliers mistakenly believe accessible services are only limited to ramps and lifts. Nepal’s law on disability rights, in fact, classifies ten types of disabilities. In developed countries, easy access to services is ensured for people with extreme obesity, those with short stature, and the aged.

Figure 2: Do your employees/staff have proper knowledge or Figure 4: Does your hotel provide parking facilities for guests with training on accessibility for all? physical disabilities?

2% 2% 1% 1% 15% 82% 15% 82%

YES YES NO NO DON’T KNOW DON’T KNOW OTHERS OTHERS

Do your employees/staff have proper Does your hotel provide parking knowledge or training on accessibility facilities for guests with physical for all? disabilities?

An essential part of accessibility is the presence of trained Parking facilities were provided for guests with disabilities in management and customer service staff. If staff-members are a majority (81 percent) of surveyed hotels/restaurants. Only appropriately trained, they can help persons with disabilities 15 percent of respondents said they were unaware of such to overcome barriers—both physical and sensory.46 About 82 provisions. Around 3 percent said such facilities were under percent of participants said their hotel staff were aware of or had construction. been trained in accessibility for all. Only 15 percent said they did not have the proper knowledge and around 2 percent said they would teach or train their staff on the issue. This highlights the possibility of proper treatment and management of guests with disabilities or different physical and mental conditions in Nepal’s hotel industry.

46 World Tourism Organization (2016), Manual on Accessible Tourism for All: Principles, Tools and Best Practices – Module I: Accessible Tourism – Definition and Context, UNWTO, Madrid. 45 SURVEY ON ACCESSIBILITY FOR 31 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

FIGURE 5: Does your hotel have ramped access from the entrance to the reception? FIGURE 7: Do you have ramps from the reception to the rooms?

4% 10% 1% 1% 42% 53% 44% 45%

YES YES NO NO DON’T KNOW DON’T KNOW OTHERS OTHERS

Does your hotel have ramped access Do you have ramps from the reception from the entrance to the reception? to the rooms?

About 53 percent of respondents said their hotels had ramp Less than half (45 percent) of respondents said their hotels access from the entrance to the reception, while 42 percent had ramps from the reception area to the rooms, whereas did not have such facilities. About 4 percent said access was around 44 percent stated they did not have ramps or any provided by other means. This shows that almost half of other type of access facility. Around 10 percent of the hotels the hotels have poor access for wheelchair-bound guests. either had ramps under construction or provided access Although four and five-star hotels have constructed ramps, through elevators. most hotels have failed to do this.

FIGURE 6: Does your hotel have stair-free/barrier-free access from FIGURE 8: Is there enough turning space for wheelchairs in the the entrance to the reception? rooms?

1% 1% 4% 1% 33% 62% 13% 85%

YES YES NO NO DON’T KNOW DON’T KNOW OTHERS OTHERS

Does your hotel have stair-free/barrier- Is there enough turning space for free access from the entrance to the wheelchairs in the rooms? reception? While improving accessibility may require more space, About 62 percent of respondents said access to the especially for wheelchair movement, there are a number of reception from the hotel entrance was stairless and barrier- ways to go about this. For instance, with careful arranging of free. This was not the case in 33 percent of the hotels, furniture, even small rooms can be functional for wheelchair 47 while around 4 percent said such structures were under users. Although disability access was found to be lacking in construction. Stairless and barrier-free structures facilitate the hotels, most rooms were spacious enough for wheelchair access for wheelchair users and also for visually-impaired users to move freely. Among respondents, 85 percent said their and other physically-challenged guests. rooms were big enough for wheelchair users, while around 1 percent said it depended on the rooms. On the other hand, almost 13 percent of respondents replied in the negative, saying there was not enough space for wheelchairs in the rooms.

47 Buhalis, D., Darcy, S., Ambrose, I. (2012). Best Practice in Accessible Tourism: Inclusion, Disability, Ageing Population and Tourism. 244 32 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

FIGURE 9: Can wheelchair users be easily transferred to the beds? FIGURE 11: Are all facilities accessible to the guests?

1% 1% 19% 81% 16% 82%

YES NO YES DON’T KNOW NO OTHERS

Can wheelchair users be easily Are all facilities accessible to the transferred to the beds? guests?

Similarly, almost 81 percent of respondents said their hotel When it came to hotel facilities, about 82 percent said all beds were wheelchair-friendly; users could easily move or amenities could be accessed by guests, while 16 percent be moved to their beds. The remaining 19 percent of hotels replied in the negative. Around 1 percent of respondents did not have such provisions. said there were plans to make their facilities accessible to all guests.

FIGURE 12: Can guests with disabilities easily open and close the FIGURE 10: Are light switches within reach of the beds? bathroom doors?

1% 3% 12% 1% 87% 25% 71%

YES YES NO NO DON’T KNOW OTHERS OTHERS

Are light switches within reach Can guests with disabilities easily open of the beds? and close the bathroom doors?

Of the participants, around 87 percent said light switches The study found that bathrooms were mostly accessible were easily accessible from the beds, while this was not the for people with disabilities. Slightly more than 71 percent case in about 12 percent of the hotels. Around 1 percent said of respondents said bathroom doors could be opened and this depended on the room. closed easily by physically challenged guests, and 76 percent stated there was enough space to turn a wheelchair in the bathrooms. Participating hotels that did not have such facilities was 25 percent and 22 percent respectively. A small percent mentioned that some of their bathrooms were large enough for wheelchairs while others were not spacious enough. SURVEY ON ACCESSIBILITY FOR 33 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

FIGURE 13: Is there enough turning space for wheelchairs in the bathroom? FIGURE 15: Can the restaurant doors be opened and closed easily?

1% 1% 1% 22% 76% 15% 84%

YES NO YES DON’T KNOW NO OTHERS DON’T KNOW

Is there enough turning space for Can the restaurant doors be opened wheelchairs in the bathroom? and closed easily?

About 84 percent of respondents said their restaurant doors could be opened and closed easily. This was not the case in 15 percent of participating hotels.

FIGURE 14: Is the access to restaurant free of steps or other barriers? Is it accessible? FIGURE 16: Do you have plans to install ramps in your hotel?

5% 5% 1% 7% 29% 65% 63% 25%

YES YES NO NO DON’T KNOW DON’T KNOW OTHERS OTHERS

Is the access to restaurant free of steps Do you have plans to install ramps in or other barriers? Is it accessible? your hotel?

About 65 percent of respondents said their restaurants did Of hotel operators and managers who participated in not have stairs and other barriers; the restaurants could the study, 63 percent planned to construct ramps, while 5 be accessed in other ways even if stairs did exist. However, percent did not have such plans as the hotels had elevators 29 percent said their restaurants had stairs and were or were already accessible. A little more than 25 percent of inaccessible for people with disabilities. A small percentage the respondents had no plans to install ramps. said all areas could not be accessed, while some hotels did not have their own restaurants. 34 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

FIGURE 17: Do you have support staff for visually impaired guests? FIGURE 19: Do you have staff who are trained in sign language?

11% 4% 1% 9% 37% 87% 51%

YES NO YES DON’T KNOW NO OTHERS OTHERS

Do you have support staff for visually- Do you have staff who are trained impaired guests? in sign language?

Support staff for visually-impaired guests was provided Only about 9 percent of the hotels had staff that were by 37 percent of the hotels and 11 percent said current staff trained in or had basic knowledge of sign language. Around helped when necessary. Half of the participating hotels did 87 percent of the hotels did not have such personnel. not have support staff for persons with disabilities.

FIGURE 18: Does your hotel have signs for the convenience of FIGURE 20: Are the hotel premises easy to navigate for visually visually impaired guests? impaired guests? 7% 1% 17% 1% 17% 75% 82%

YES NO YES DON’T KNOW NO OTHERS DON’T KNOW

Does your hotel have signs for the Are the hotel premises easy to navigate convenience of visually-impaired for visually-impaired guests? guests? According to the study, 82 percent of their hotels’ premises Only 17 percent of the hotels had put up signs for the could be easily navigated by visually-impaired guests, while convenience of visually-impaired guests, while 7 percent only about 17 percent were not visually-impaired friendly. had plans to do so. The study found that almost 75 percent of the hotels did not have such signs in place. SURVEY ON ACCESSIBILITY FOR 35 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

FIGURE 21: Do you have Braille signage on your door plaques? FIGURE 23: Does your hotel have extra wheelchairs?

75% 2% 65% 33% 25%

YES YES NO NO DON’T KNOW

Do you have Braille signage on your Does your hotel have extra door plaques? wheelchairs?

A majority of the hotels did not have Braille indicators on The study found that only 33 percent of the participating their door handles and room directories. Even among those hotels had extra wheelchairs for guests. hotels with Braille signage, 17 percent of managers still admitted lack of adequate knowledge about what Braille actually means. Experts say that a more effective method of communication would be to install audio recordings in elevators for the visually-impaired, and communication boards with pictures for persons with autism and intellectual/multiple/hearing disabilities.

FIGURE 24: Does your hotel have accessible transportation for the FIGURE 22: Do you have Braille signage in your room directories? convenience of guests with disabilities? 4% 4% 16% 1% 45% 80% 50%

YES YES NO NO DON’T KNOW DON’T KNOW OTHERS

Do you have Braille signage in your Does your hotel have accessible room directories? transportation for the convenience of guests with disabilities?

A Korean study found that persons with disabilities were willing to pay higher rates for vehicles with accessible features.48 About 45 percent of participants in our study said they provided accessible vehicles for persons with disabilities, while 4 percent said such vehicles could be provided when needed. However, half of the respondents stated that they did not have accessible vehicles.

48 Lyu, S. O. (2017). Which accessible travel products are people with disabilities willing to pay more? A choice experiment. Tourism Management, Volume 59, April 2017, pp. 404-412 36 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

As more and more people with physical limitations and disabilities travel around the world, and given the ethical and financial benefits of welcoming and catering to these travellers, it is clear that Nepal needs to take urgent steps to increase accessibility in tourism infrastructure, services, and products. SURVEY ON ACCESSIBILITY FOR 37 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

CONCLUSION 06 38 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

This study shows that although most persons with other forms of disability. As a consequence, there has been hoteliers are aware of the concept of There is also a practice of discouraging an absence of policy and legal accessible tourism, this knowledge persons with disabilities from making provisions regarding the issue, due has not led to the establishment bookings. They are either told that to which hotels are not sufficiently of accessible structures. There the hotels do not have accessible motivated to construct accessible are various reasons for this. Some facilities or are informed they will infrastructure or employ trained staff hotels are housed in old structures, be levied additional service charges. to cater to persons with disabilities. while some have difficulties in However, on a positive note, some Additionally, studies show that constructing such facilities due to tour companies are working to create constructing accessible infrastructure their geographical locations. For other packages for persons with disabilities adds up to less than 0.2 percent hotels, building accessible structures and are facilitating travel for such of total construction costs, and is not a priority because they do not guests. Hoteliers in Kathmandu, there is also the provision of a 10 receive many guests with disabilities. Pokhara, Chitwan, Kailali, and other percent concession for accessible Additionally, most hotel operators destinations are also catering to infrastructure. Yet, the study found and managers have a perception that guests with disabilities. that hotels, citing extra expenditure, persons with disabilities are limited have refrained from building to individuals using wheelchairs. As The government appears to ramps, purchasing wheelchairs, or a result, there are few provisions for lack understanding of universal providing other forms of accessible the visual and hearing-impaired or accessibility and inclusive tourism. infrastructure. SURVEY ON ACCESSIBILITY FOR 39 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

As more and more people with ahead requires strong collaboration physical limitations and disabilities between government, the private travel around the world, and given sector, and donor agencies to create the ethical and financial benefits a conducive environment wherein of welcoming and catering to the principle of universal accessibility these travelers, it is clear that is integrated into all aspects of Nepal needs to take urgent steps the sector—from legislation to to increase accessibility in tourism guidelines, infrastructure design, infrastructure, services, and products. capacity-building of human resources This is particularly pertinent in the and partnership strategies, among context of the COVID-19 pandemic, others, all to be taken forward with which has dealt a severe blow to consultation and collaboration with the industry and has necessitated a persons with disabilities. ramping up of all efforts. But the path 40 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

All forms of public and private service delivery–in the tourism industry and beyond–should follow the principles of universal design. SURVEY ON ACCESSIBILITY FOR 41 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

RECOMMENDATIONS 07 42 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

7.1 Recommendations with disabilities. Such accessible accessible tourism in accordance tourism policies need to provide with UN-WTO guidelines. for the Government information that is relevant and These guidelines could provide applicable to a variety of contexts, accurate information on a range 1. Internationally, accessible tourism environments, products, and of subjects: from reservation to is a rapidly expanding market. services. food, accommodation, access to For Nepal to capitalize on this, transportation for all, safety and it first needs to address its main 3. The subject of accessible tourism security, inclusion, and different obstacle: the lack of necessary could be included in the curriculum services in a variety of situations physical infrastructure. Airports at all levels of skills training and and contexts. and arrival centers in major tourist educational programs targeted at destinations, in particular, could tourism professionals. Trainings 6. The Nepal Tourism Board and be accessible to all or at least have for tour and travel operators, the Hotel Association of Nepal physical obstructions minimized to guides, and hotel management could identify and create a list of help travelers with disabilities. This could include courses on providing accessible tourist destinations and could be resolved to a large extent services to persons with disabilities, hotels. It could provide details on through mandatory adherence to those with special physical the hotels and areas that people the building code prepared and conditions, and senior citizens. with disabilities can easily access, implemented by the Government of and the services available to them Nepal. 4. All forms of public and private within these. The creation of service delivery—in the tourism such a database can contribute 2. The Government of Nepal needs to industry and beyond—could follow to the promotion of Nepal as an introduce the necessary policies for the principles of universal design. accessible tourist destination at the accessible tourism, addressing legal international level. and policy provisions that promote 5. The Nepal Tourism Board and equality and non-discrimination the hospitality industry need to 7. There could be a system of honors/ and protect of the rights of persons prepare national guidelines for awards at the national level to SURVEY ON ACCESSIBILITY FOR 43 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

motivate best practices in terms persons with disabilities can use should work to ensure that a of accessibility. This will motivate them without assistance. maximum of rooms are wheelchair entrepreneurs and tourism workers friendly. These rooms will not only that have contributed to the field of 5. Infrastructure is a key determining accommodate disabled guests, but accessible tourism and will inspire factor when it comes to expanding will also provide added comfort for others to replicate these good the potential of the tourism non-disabled guests.51 practices. sector.49 The length and distance of trips very often depend on the 7.3 Recommendations 7.2 Recommendations type of infrastructure available at the chosen destination. Investors, for Donor Agencies for the Tourism therefore, will have to go beyond Industry/Private Sector architectural standards. People 1. Necessary financial assistance with disabilities should be and technical support should 1. The tourism industry needs to involved right from planning to be provided to encourage the internalize and promote access for the implementation phase and Government of Nepal and the all. Regular orientation programs their suggestions and feedback private sector to pursue good should be organized to provide incorporated throughout. Ramps, practices in accessible tourism that key information on areas such which are the foundation of meet international standards. as international standards of accessible infrastructure, should be accessible tourism and expansion constructed following international 2. Assistance should be provided to of accessible travel experiences for standards. Tactile signs should be the government and the tourism all. In addition, incentives should installed for the visually-impaired, industry for the development of a be provided for businesses that and elevators should have audio national system in accordance with have proactively contributed to recordings that announce floor the accessible guidelines, directives, accessible tourism. numbers and emergency numbers. and other provisions prepared by international organizations, 2. Networks should be expanded at 6. While future buildings can be including the United Nations and the national and international levels designed to be fully accessible to the World Tourism Organization. to help better market accessible all guests, this might be difficult tourism ventures. This would create to achieve in already-existing 3. Necessary support should be significant opportunities for Nepal’s structures. Managing costs will be provided to ensure suitable policy tourism industry and entrepreneurs more effective if it is included when arrangements and practical to participate and capture a share the building is being designed. guidance for the implementation of of the international market. While it can be expensive if carried public-private partnerships aimed out later,50 any possible efforts to at expanding understanding and 3. Accessible tourist destinations improve accessibility should be acceptance of accessible tourism at should be promoted heavily undertaken. If there are parts of the government, private sector, and through national and international the hotel’s building that cannot community levels. media, as well as social media. be made completely wheelchair accessible, ways to render it 4. Necessary financial and technical 4. Accessible tourism includes suitable for people with other forms assistance should be provided accessibility of communication of disabilities should be explored. for the development of model materials. Hotel booking and accessible tourist destinations. ticketing websites should be 7. Even in the absence of legislation designed and developed with a that specifies minimum number of focus on web accessibility so that accessible rooms in hotels, hoteliers

44 Zsarnoczky, M. (2017). Accessible Tourism in the European Union. 33 45 Buhalis, D., Darcy, S., Ambrose, I. (2012). Best Practice in Accessible Tourism: Inclusion, Disability, Ageing Population and Tourism. 244 46 Ibid. 245 44 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

BISHNUHARI SHARMA DAHAL President, Himalayan Fewa Trail

The areas around the rural parts of Fewa disabilities are able to engage in and its completion, and post-pandemic, we Taal are important from a tourism point of enjoy tourism activities just like anyone estimate that the area will be flooded with view. If these places can be developed as else. That is their human right. We also tourists, especially because of the scenic tourist destinations and jobs created, local kept the visually impaired in mind when views of Fewa Taal and the mountains, as youth would not be as compelled to go constructing the path. There are iron well as the area’s wildlife. As more tourists abroad for employment. It would also help railings to help them get from one place to arrive, we expect an increase in sales of to promote local products. another, and we also installed iron nets on local products and a rise in local youth one side of the railing to make their walk employment. Nine years ago, in 2012, we envisioned the safer and easier. establishment of a 74-kilometer tourist There were quite a number of challenges footpath from Jarebar in Fewa Taal and We have also built disability-friendly toilets. that we encountered when constructing across Sarangkot, Kaskikot, Naudada, One has been constructed within the the trail. It was not easy because the Dhikur Pokhari, Pangdur, Bhadaure 3-kilometer disability-friendly path and the 74-kilometer path included private Tamagi, Panchase and Shanti Stupa. other is under construction. Thus, there property belonging to thousands of people. The footpath is boosting earnings and will be one disability-friendly toilet on Convincing and coordinating with a large livelihoods of local communities. either end of the footpath. number of people to move the project ahead was a major challenge for us. For the Rest stops have been set up at various disability-friendly path, we needed to run The 74-kilometer path is divided into points along the trail as well. Two have through several forested areas—we were three sections: Jarebar to Sarangkot been constructed already, and two more trying to avoid steep stretches. This meant is a footpath, the 8-kilometer section are planned. We plan to build four rest a lot of discussions and negotiations with from Sarangkot to Deurali in Kaski is a stops across the 3-kilometer stretch. local forest committees. cycling trail, and a 3-kilometer section We also intend to place iron benches on from Kaskikot to Naudada is a disability- the sides of the path. We hope to make It was while working as a temporary friendly trail. The disability-friendly trail, the path as picturesque and informative teacher that I had come up with the in particular, is of international standards; as possible. For this, we have plans for concept for the footpath. I then faced a most likely the first to be deemed such in gardens on both sides of the pathway and major dilemma—I had a family to support, South Asia, and certainly the only one of its information boards at different locations so I had to choose between my job and my kind in Nepal. along the way. dream of building a footpath. I thought it over and, in the end, I quit my job and Although not very long, the disability- So far, half of the construction work on the started work on the trail. friendly path ensures that persons with disability-friendly path is complete. After SURVEY ON ACCESSIBILITY FOR 45 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

Annex:

Questions: Can wheelchair users be easily transferred to the beds? Answer options: Are you aware of accessible or inclusive tourism? Yes Answer options: No Yes Don’t know No Options for open answers: Don’t know Options for open answers Are light switches within reach of the beds? Answer options Do your employees/staff have proper knowledge or training on Yes accessibility for all? No Answer options: Don’t know Yes Options for open answers: No Don’t know Are all facilities accessible to the guests? Options for open answers Answer options: Yes Does your hotel/restaurant have accessible tourism support facilities? No Answer options: Don’t know Yes Options for open answers: No Don’t know Can guests with disabilities easily open and close the bathroom doors? Options for open answers: Answer options: Yes Does your hotel provide parking facilities for guests with physical No disabilities? Don’t know Answer options: Options for open answers: Yes No Is there enough turning space for wheelchairs in the bathroom? Don’t know Answer options: Options for open answers: Yes No Does your hotel have ramped access from the entrance to the reception? Don’t know Answer options: Options for open answers: Yes No Is the access to the restaurant free of steps or other barriers? Is it Don’t know accessible? Options for open answers: Answer options: Yes Does your hotel have stair-free/barrier-free access from the entrance to No the reception? Don’t know Answer options: Options for open answers: Yes No Can the restaurant doors be opened and closed easily? Don’t know Answer options: Options for open answers: Yes No Do you have ramps from the reception to the rooms? Don’t know Answer options: Options for open answers: Yes No Do you have plans to install ramps in your hotel? Don’t know Answer options: Options for open answers: Yes No Is there enough turning space for wheelchairs in the rooms? Don’t know Answer options: Options for open answers: Yes No Don’t know Options for open answers:

46 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

Do you have support staff for visually-impaired guests? Do you have Braille signage on your door plaques? Answer options: Answer options: Yes Yes No No Don’t know Don’t know Options for open answers: Options for open answers:

Does your hotel have signs for the convenience of visually-impaired Do you have Braille signage in your room directories? guests? Answer options: Answer options: Yes Yes No No Don’t know Don’t know Options for open answers: Options for open answers: Does your hotel have extra wheelchairs? Do you have staff that are trained in sign language? Answer options: Answer options: Yes Yes No No Don’t know Don’t know Options for open answers: Options for open answers: Does your hotel have accessible transportation for the convenience of Are the hotel premises easy to navigate for visually-impaired guests? guests with disabilities? Answer options: Answer options: Yes Yes No No Don’t know Don’t know Options for open answers: Options for open answers:

SURVEY ON ACCESSIBILITY FOR 47 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS 48 SURVEY ON ACCESSIBILITY FOR PERSONS WITH DISABILITIES IN NEPAL’S HOTELS

Hotel List: The following hotels were included in the research:

1. Hotel Season Thamel (Kathmandu) 47. Hotel Harati (Kathmandu) 2. Hotel Ganesh Himal (Kathmandu) 48. Chitwan Tharu Village (Chitwan) 3. Hotel Shambala (Kathmandu) 49. Mountain Resort (Nagarkot) 4. Hotel Marsyangdi Mandala (Kathmandu) 50. Summit Hotel (Kathmandu) 5. Hotel Pawan International (Bhairahawa) 51. Hotel Ganga Jamuna (Kathmandu) 6. Hotel Kamal (Kathmandu) 52. Hotel Manang (Kathmandu) 7. Hotel Central Plaza (Kohalpur) 53. Hotel Tibet (Kathmandu) 8. Hotel Saathi (Dhangadhi) 54. Hotel Marshyangdi (Kathmandu) 9. Hotel Diamond Palace (Kanchanpur) 55. Hotel Center Point (Kathmandu) 10. Bodhi Red Sun Hotel (Bhairahawa) 56. Hotel Classic (Kathmandu) 11. Hotel Akama (Kathmandu) 57. Kathmandu Marriott Hotel (Kathmandu) 12. Lumbini Hotel (Butwal) 58. Hotel Sunset (Nagarkot) 13. Hotel Yak & Yeti (Kathmandu) 59. Hotel Star Banquet (Chitwan) 14. Hyatt Regency (Kathmandu) 60. Hotel Landmark (Pokhara) 15. Gautam Hotel (Nepalgunj) 61. Hotel Lion (Kathmandu) 16. Radisson Hotel (Kathmandu) 62. Aloft Kathmandu Thamel (Kathmandu) 17. Hotel Himalaya (Lalitpur) 63. Seven Seas Holiday (Biratnagar) 18. Hotel Shangri-La (Kathmandu) 64. Hotel Big Point (Pokhara) 19. Tiger Palace Resort (Bhairahawa) 65. Sankalpa Hospitality (Kathmandu) 20. Hotel Soaltee Crowne Plaza (Kathmandu) 66. Hotel Moonlight (Kathmandu) 21. Airport Hotel (Kathmandu) 67. Hotel Shree Nagar (Palpa) 22. Soaltee Shiva Bikram Hotels and Resorts (Nepalgunj) 68. Chitwan Village Resort (Chitwan) 23. Hotel Mystic Mountain (Nagarkot) 69. Hotel Seven Star (Chitwan) 24. Hotel Crowne Imperial (Kathmandu) 70. Eden Jungle Resort (Chitwan) 25. Hotel Dhulikhel (Dhulikhel) 71. Taragaon Regency Hotel (Kathmandu) 26. Krishna Hotel (Nepalgunj) 72. Hotel De L’ Annapurna (Kathmandu) 27. Hotel Ama Dablam (Kathmandu) 73. Hotel Oriental (Kathmandu) 28. Hotel Siddhartha (Nepalgunj) 74. Pokhara Grande (Pokhara) 29. Hotel Aura (Kathmandu) 75. Hotel Thamel (Kathmandu) 30. Hotel Shanker (Kathmandu) 76. Tibet Guest House (Kathmandu) 31. Hotel Dhulikhel Lodge (Dhulikhel) 77. Hotel Manaslu (Kathmandu) 32. Hotel Bazra (Kathmandu) 78. Hotel Chautari (Kathmandu) 33. The Fulbari Resort & Spa (Pokhara) 79. Hotel Plattiam (Kathmandu) 34. Hotel Vishuwa (Birgunj) 80. Fairfield by Marriott (Kathmandu) 35. Samjhana Hotel (Birgunj) 81. Malla Hotel (Kathmandu) 36. Hotel Welcome (Dhanusha) 82. Grand Hotel (Kathmandu) 37. Royal Resort (Itahari) 83. Dreamland Gold Resort (Rupendehi) 38. Hotel Eastern Star (Biratnagar) 84. Hotel Amadablam (Kathmandu) 39. Hotel Ichchha (Simara) 85. Hotel Valley View (Kathmandu) 40. Rupakot Resort (Pokhara) 86. Sujan Hotel (Birgunj) 41. Hotel Kathmandu Family (Kathmandu) 87. Hotel Kailash (Birgunj) 42. Summit Hotel (Ilam) 88. Royal Mustang Resort (Mustang) 43. Hotel Tulsi (Pokhara) 89. Hotel Shambala (Kathmandu) 44. Hotel Royal Singhi (Kathmandu) 90. Hotel Saathi (Dhangadi) 45. Hotel Crystal Palace (Pokhara) 46. Pokhara Village Resort (Pokhara) SURVEY ON ACCESSIBILITY FOR 49 PERSONS WITH DISABILITIES IN NEPAL’S HOTELS The World Bank, P.O. Box 798 Yak & Yeti Hotel Complex Kathmandu, Nepal Tel: + 977 1 4236000 E-mail: [email protected] www.ifc.org

August 2021