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More than a quarter-century later, most U.S.–based timeshare

resorts have added accessibility features to units, along with pool lifts

and other accommodations. But could they be getting a better return

from their investments? “In the past two years, more than 26 million

adults with disabilities took over 73 million trips,” says Eric Lipp,

executive director of the Open Doors Organization, which sponsored

a study of the market by Mandala Research LLC in 2015. “They

spend US$17.3 billion annually on just their own travel. Since these

individuals typically travel with other adults, the economic impact is

actually double, or US$34.6 billion.”

Lipp also says that his organization’s qualitative research reveals

that travelers with disabilities prefer apartment-type accommoda-

tions over hotels, making them a natural fit for timeshare resorts.

If they can drive there, even better. “It’s easier when they can pack

everything in the car and go,” he says.

Making Progress

In addition to accommodating rental guests and new buyers who

have disabilities, timeshare resorts also must heed the needs of long-

time owners who develop mobility issues as they age. “Disabilities

become more frequent with adults over 50, but after age 65, adults are

more likely to have a disability than not,” Lipp says. According to the

American Resort Development Association International Foundation’s

(AIF) most recent owner study, conducted in 2014, the median age of

timeshare owners is 51.

At Marriott Vacations Worldwide Corporation, staff training includes

information on accommodating guests with all types of physical

restrictions. “We have even added training on identifying and assisting

individuals with memory challenges,” says Ed Kinney, global vice pres-

ident. “There are differing degrees of disabilities, so we ask what type

of assistance is needed.”

During the reservation process, if a member asks for an accessi-

ble unit, the agent will inquire to find out which features are required.

“We also have a record that would show if they have requested ADA

units in the past, so if that’s the case, the agent will ask if they need

one again,” Kinney says. “Sometimes they won’t have that family

member or friend traveling with them again.”

According to Lori Card-King, vice president of quality assurance

at Interval International, almost all timeshare resorts now offer ADA–

compliant accommodations. However, Interval recommends that

resorts not deposit ADA units so that they are only used for travelers

with a need. This way, these units will be available if Interval calls

with an exchange request from a member with a disability. “When a

member requests an ADA unit, our vacation assistance department

then contacts the resort to ensure that the member is booked into an

available unit that meets their needs,” she says. “Once that’s done,

we can confirm the exchange.”

Daniel Loera, general manager of Desert Breezes Resort Timeshare

in Palm Desert, California, says his resort calls owners and exchange

guests about 30 days before their stay to confirm details. “This is a

good way to determine what we can do to make a guest’s stay bet-

ter,” he says. “We can put groceries in their unit or even leave items

on the counter instead of in an upper cabinet. It’s better for everyone

because we can plan ahead.”

Making it easy for owners with disabilities to keep coming back

definitely helps with owner retention. But to attract new customers,

developers could perhaps learn from the cruise industry.

Cruising to Profits

Cruise travel has become the most popular international vacation among

Americans with disabilities. According to Open Doors, 15 percent of trav-

elers with disabilities have taken a cruise. “They find it easy, affordable,

and accessible,” Lipp says. “With more ports in the United States, it’s

easier for them to just drive to the ship.” Wheelchairs, scooters, medical

oxygen, and other equipment can be delivered right to the stateroom,

and medical facilities and personnel are available onboard.

Qualitative research reveals that travelers with disabilities prefer

apartment-type accommodations over hotels, making them a

natural fit for timeshare resorts. If they can drive there, even better.

Fine-Tuning: ADA Education

and Reform Act

Although the timeshare industry strives to improve access for

everyone, the American Resort Development Association (ARDA)

has taken a stand against the practice of “drive-by” lawsuits.

According to the group’s statement, unscrupulous attorneys

file lawsuits against properties, businesses, and other public

accommodations for minor and easily correctable (or oftentimes

fraudulent) ADA violations. More often than not, these drive-by

lawsuits do very little to improve access for those with disabilities.

To combat this practice, ARDA is backing the ADA

Education and Reform Act, which:

Allows property owners to receive notice of an alleged

violation and a period of 60 days to give notice of intent

to fix any problem. Further, it allows 120 days to complete

work before facing a lawsuit.

Would permit future legal action if there was failure by the

property owner to address violations after notifications of

a problem.

Requires demand letters to provide specific information

detailing circumstances of denial of access.

Creates a mediation program to help parties resolve claims

of barriers to access without costly litigation.