Hilton
Where Every Guest's Journey Begins — Accessible From the First Click
-
WCAG 2.1 AA
Compliance Achieved
-
Property Site
Website & Booking Flow
-
Real Users
Tested with Disabled Testers
The Challenge
Hilton is one of the most recognized hotel brands in the world, with a legacy built on genuine hospitality — the belief that every guest deserves to feel welcome.
Hilton is one of the most recognized hotel brands in the world, with a legacy built on genuine hospitality — the belief that every guest deserves to feel welcome. When a specific Hilton property engaged Inclusive Web to evaluate their digital presence, the findings reinforced a fundamental truth: a guest's experience doesn't begin at check-in. It begins the moment they land on the property website.
For guests with disabilities — who represent a significant and loyal segment of the travel market — an inaccessible property website or booking flow sends an immediate message about whether they are truly welcome. Screen reader users unable to navigate room options, keyboard-only users blocked from completing a reservation, and guests with visual impairments unable to access property information were all encountering barriers before they ever arrived.
With ADA Title III litigation targeting hotel digital properties at an accelerating rate, and with the genuine hospitality values at stake, the property needed a partner who could deliver more than a compliance report — they needed verified, human-led remediation and real-world validation.
The Inclusive Web Solution
Inclusive Web conducted a human-led WCAG 2.1 AA audit of the Hilton property website and online booking flow, evaluating every step of the guest journey from discovery through reservation — room browsing, amenity information, rate selection, accessibility feature disclosure, and booking completion.
Our team developed a prioritized remediation roadmap aligned to guest impact and ADA legal risk, worked with the property's digital team through every fix, and verified each resolution before sign-off. The engagement concluded with real-user testing — confirming the booking experience works for guests who rely on assistive technologies.
Human-led WCAG 2.1 AA audit of the full property website and online booking flow
End-to-end guest journey audit — property information, room browsing, rate selection, accessibility features, and reservation completion
Accessibility review of booking engine components — date pickers, room filter controls, rate tables, and form flows
Accessibility feature disclosure audit ensuring guests with disabilities can find and evaluate accessible room options
Prioritized remediation roadmap by guest impact and ADA legal risk
Fix verification — every resolved issue confirmed working before sign-off
Real-user testing with testers who identify as disabled, validating the full booking experience using screen readers, keyboard navigation, and voice control
Ongoing monitoring to maintain compliance through seasonal promotions and booking engine updates
Real-User Accessibility Testing — Validated Before the First Guest Arrives
Inclusive Web tested the Hilton property website and booking flow with testers who identify as disabled and rely on assistive technologies daily — including screen readers (JAWS, NVDA, VoiceOver), keyboard-only navigation, and voice control. In hospitality, this means confirming that a guest with a disability can independently discover the property, evaluate accessible room options, and complete a reservation — experiencing the same seamless booking journey as any other guest.
The Result
WCAG 2.1 AA compliance achieved across the Hilton property website and full online booking flow
End-to-end guest booking journey accessible to guests relying on screen readers, keyboard navigation, and voice control
Accessible room features and property accessibility information fully navigable by guests with disabilities
Complex booking engine components — date pickers, room filters, and reservation forms — made fully accessible
ADA Title III legal exposure substantially reduced
Real-user testing confirmed that guests with disabilities can discover, evaluate, and book a stay with complete independence
Ongoing monitoring in place to protect compliance through property campaigns and booking engine updates
"Hilton's promise is to make every guest feel welcome. Inclusive Web helped us make sure that promise starts the moment a guest visits our website — not just when they walk through the door."
Director of Digital, Hilton Property
Services Delivered
WCAG 2.1 AA Audit (Property Website & Booking Flow)
Accessibility Feature Disclosure Audit
End-to-End Guest Journey Audit
Remediation Verification
Booking Engine Accessibility Review
Real-User Usability Testing
Ongoing Accessibility Monitoring
Compliance & Brand Drivers
Federal obligations and public expectations that made this work essential.
ADA Title III Legal Risk Mitigation
WCAG 2.1 AA Compliance
Brand Hospitality Values & Guest Inclusion
Hotel Digital Property Compliance
Does your hotel property website welcome every guest from the first click?
Inclusive Web helps hospitality brands ensure every guest — regardless of ability — can discover, book, and enjoy their experience from the first digital interaction.