A holiday can only be truly fulfilling when every traveler is able to access spaces, services, and experiences conveniently, safely, and equally. However, for people with disabilities, travel can still involve many barriers – from the design of physical facilities and access to information to the way employees communicate and provide support.
This highlights why inclusion in hospitality should not be viewed solely as a social responsibility initiative. It is also a service standard, an operational capability, and an opportunity for businesses to serve a broader market.
At HORECFEX VIETNAM 2026, Do Thi Huyen – Chairwoman of the Hanoi Association of People with Disabilities and Director of EQUA Consulting – will bring an important perspective on diversity, equity, and inclusion across hospitality, tourism, and service industries.
With nearly 18,000 registered members in the Hanoi Association of People with Disabilities and more than two decades of experience in consulting, research, and policy advocacy, Huyen has developed a deep understanding of the barriers people with disabilities continue to face across social, economic, and cultural life.
As Director of EQUA Consulting, she works with businesses, non-governmental organizations, and development programs to transform inclusion principles into practical recommendations that can be applied in real-world settings.
In hospitality, this can begin with the design of accessible pathways, guest rooms, and public areas, but it should not end with physical infrastructure. An accessible guest experience also depends on service procedures, communication materials, assistive technologies, and the awareness and capabilities of employees.
Huyen’s session will encourage businesses to view people with disabilities not only as individuals who may require support, but also as customers, employees, and people capable of contributing meaningful value to the industry.
This will be a particularly relevant discussion for investors, hotel managers, designers, human resources teams, and tourism businesses seeking to improve their service standards. After all, environments designed to be more accessible for people with disabilities are often also more convenient for older travelers, families with young children, and many other guests with specific needs.
Hospitality is built on the spirit of welcome. And a truly progressive service industry must ensure that this welcome extends to everyone.