Two people enjoying a coastal path walk

Why accessibility starts before someone arrives.

In October 2026, Helen from Our Bench joined Exploring Inclusive Tourism to talk about accessible accommodation, inclusive tourism and why the information a business shares can determine whether someone feels confident enough to visit at all.

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Exploring Inclusive Tourism: a conversation with Helen

In October 2026, I joined Louisa van Vessem from Exploring Inclusive Tourism to talk about accessible accommodation, inclusive tourism and something I have become increasingly passionate about: how businesses can exclude people before they even arrive.

After 25 years working in accessible accommodation, I have spent the last year attending more local business and networking events. One thing has become increasingly clear. Accessibility does not begin at the door. It begins when somebody starts deciding whether they can come. It starts with whether they can find enough information to feel confident that they are welcome in the first place.

The information gap

Accessibility is not one-size-fits-all. A place that works perfectly for one wheelchair user may not work for another, and the same applies across different access needs. Businesses do not need to decide whether somewhere is suitable for somebody else. They need to share enough honest, practical information so that person can make their own decision.

A business may have level access, an accessible toilet, suitable parking or staff who would be happy to help.

But if that information is not shared, a disabled customer is expected to do extra work simply to find out whether they can visit. Some will ask. Others will simply go somewhere else.

Having to ask basic access questions again and again can be time-consuming, tiring and disheartening.

There may be no complaint, no phone call and no opportunity for the business to realise that a potential customer has been lost. Sometimes the barrier is not the building. Sometimes the barrier is simply the information that was never shared.

Accessibility is good for business too

When a business loses a disabled customer because the information is missing, it may also lose the family, friends or carers travelling with them. When people find somewhere that works and where the information is accurate, they are much more likely to return and recommend it to others.

Sharing accessibility information is not only about inclusion. It helps customers make confident decisions and helps businesses reach people who may otherwise never make contact.

Watch the conversation

Helen talks with Louisa van Vessem about accessible tourism, communication, confidence and why sharing honest access information benefits both disabled visitors and businesses.

Why are we talking about this at Our Bench?

For someone with access needs, confidence often comes before the itinerary. Before deciding where to have a coffee, which attraction to visit, where to shop or where to go for a walk, they need enough information to decide whether somewhere will work for them and whether they will feel welcome.

At Our Bench, our access statements give guests detailed information to help them decide whether our accommodation will meet their needs. But a holiday is about much more than where you sleep. It is about what you can do, where you can go, what you can enjoy and whether trying somewhere new is going to feel straightforward.

The more businesses understand that exclusion can begin before somebody arrives, the more likely they are to think about the information they share and answer the questions people should not have to ask individually, such as:

  • Can I park nearby?
  • Can I get through the entrance?
  • Are there steps?
  • What are the surfaces of the car park and paths like?
  • Is there a toilet? Is it accessible, or is there an accessible toilet nearby?
  • If you do not have an accessible toilet or another facility, where is the nearest one?
  • Do I need to come into the business, or do you offer home visits? Is that available to everyone, or is it something I can ask for?

Accessibility information does not have to mean that a business can provide everything. If a facility is not available, simply explaining that clearly and signposting to the nearest alternative can still make planning much easier.

Discover how Our Bench is promoting inclusive tourism

  • Our Bench provides comprehensive access statements for all three cottages, together with a comparison to help guests decide which property may work best for them.
  • We explain what an access statement is and why it matters, creating a resource that other businesses can refer to.
  • We share practical information about exploring the New Forest, including places to visit, eat and enjoy, for both visitors and local residents.
  • We encourage businesses to share real photos, descriptions and simple videos showing entrances, surfaces, toilets and other practical details, helping customers see what a visit will actually involve.
  • Through Accessible New Forest, we raise awareness, encourage better access information and share what we have learned through 25 years of working in accessible tourism.

Information we shared in the podcast

We shared a variety information on the podcast including

Last updated: October 2026