Waldorf Astoria

True Luxury Is Accessible to All — Starting with the Digital Experience

  • Compliance

    WCAG 2.1 AA

    Compliance Achieved

  • Property Site

    Website & Booking Flow

  • Real Users

    Tested with Disabled Testers

The Challenge

Waldorf Astoria represents the pinnacle of luxury hospitality — properties defined by flawless service, extraordinary attention to detail, and the belief that every guest deserves an exceptional experience.

Waldorf Astoria represents the pinnacle of luxury hospitality — properties defined by flawless service, extraordinary attention to detail, and the belief that every guest deserves an exceptional experience. When a Waldorf Astoria property engaged Inclusive Web to evaluate their digital presence, the conversation began with a simple question: if the physical experience is designed to perfection for every guest, why should the digital experience be any different?


Guests with disabilities are a significant and high-value segment of the luxury travel market. Many guests who rely on assistive technologies are sophisticated, frequent travelers who choose properties based on their ability to research, compare, and book independently online. An inaccessible property website or booking flow doesn't just create ADA exposure — it fails the standard of excellence that the Waldorf Astoria name demands.



The property needed a partner who could bring the same level of precision and thoroughness to digital accessibility that Waldorf Astoria brings to every aspect of the guest experience — with human-led expertise, verified remediation, and real-world validation.

The Inclusive Web Solution

Inclusive Web conducted a meticulous human-led WCAG 2.1 AA audit of the Waldorf Astoria property website and online booking flow, evaluating the full luxury guest journey — from property discovery and suite browsing through dining reservations, spa booking, special requests, and room reservation completion.

Our audit was conducted with the attention to detail the Waldorf Astoria brand demands — evaluating not just functional accessibility but the quality of the accessible experience. Every barrier was documented, prioritized by guest impact and legal risk, and tracked through to verified resolution. The engagement concluded with real-user testing to confirm the experience meets the standard expected of the brand.

  • Human-led WCAG 2.1 AA audit of the full luxury property website and online booking flow

  • Complete guest journey audit — property story, suite browsing, dining, spa, special requests, and reservation completion

  • Accessibility review of premium booking components — immersive image galleries, suite comparison tools, date selectors, and multi-step reservation flows

  • Accessible room and suite feature disclosure audit ensuring guests with disabilities can evaluate accessible accommodations

  • Prioritized remediation roadmap aligned to guest experience quality and ADA compliance

  • Fix verification — every resolved issue confirmed working to the standard the brand requires

  • Real-user testing with testers who identify as disabled, validating the luxury booking experience using screen readers, keyboard navigation, and voice control

  • Ongoing monitoring to protect compliance through seasonal campaigns and property updates

Real-User Accessibility Testing — Validated Before the First Guest Arrives

Inclusive Web tested the Waldorf Astoria 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. For a luxury property, this means confirming that a guest with a disability can independently explore suites, review amenities, and complete a reservation with the same effortless experience as any other Waldorf Astoria guest.

The Result

WCAG 2.1 AA compliance achieved across the Waldorf Astoria property website and full online booking flow

The complete luxury guest journey — from property discovery through reservation — accessible to guests relying on assistive technologies

Premium booking components including suite comparison tools, image-rich pages, and multi-step reservation flows made fully accessible

Accessible suite and room features fully navigable, enabling guests with disabilities to evaluate accommodation options independently

ADA Title III legal exposure substantially reduced

Real-user testing confirmed that guests with disabilities experience a booking journey befitting the Waldorf Astoria standard

Ongoing monitoring in place to maintain the accessible experience through property campaigns and booking system updates

"The Waldorf Astoria experience is defined by the belief that no detail is too small and no guest is an afterthought. Inclusive Web brought that same philosophy to our digital accessibility — and the result shows."

General Manager, Waldorf Astoria Property

Services Delivered

WCAG 2.1 AA Audit (Luxury Property Website & Booking Flow)

Accessible Accommodation Disclosure Audit

Full Guest Journey Audit

Remediation Verification

Premium Booking Component 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

Luxury Brand Standard & Guest Excellence

Hotel Digital Property Compliance

Does your luxury property's digital experience match the standard of the stay itself?

Inclusive Web helps hospitality brands ensure every guest — regardless of ability — can discover, book, and enjoy their experience from the first digital interaction.

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