Our Journey Creating One of the UK’s Most Accessible Hotels

When people ask me how Marsham Court Hotel became one of the most accessible hotels in the UK, I always say the same thing: it started with family.

Our family have been in the hotel industry for generations. My parents bought the Marsham Court Hotel in 1987 and I have lived and worked there for most of my life. In 2012, our mum was diagnosed with an aggressive form of cancer which attacked her spine. Over the next two years she gradually lost feeling in her legs and by 2015 she was a wheelchair user.

As her condition worsened, she became more and more anxious about leaving the safety of our hotel and didn’t really want to go anywhere. The stress of worrying about where was suitable and would they have appropriate facilities, not to mention the levels of misinformation out there, brought us face to face with the realities that many disabled people face every day.

When our mum passed away in 2017, we set out on a mission to ensure we created a truly accessible venue that would give disabled people and their carers the confidence to visit us, knowing that they would not only have the facilities they needed, but be given the same wonderful experience that all of our guests receive.

Taking the First Steps

We knew from the beginning this wasn’t going to be about a few ramps and wider doors. It had to be a proper rethink of how we welcome guests. We started reaching out to some local charities for advice on what was most important.

During this research some recurring themes started to emerge which helped us to make some very key decisions in our plans.

One of the things we focussed on in our accessible bedrooms was the provision of hoists and profiling beds. These two things immediately make it easier for disabled people and their carers to make use of a hotel bedroom. That being said, we were warned that people still wanted it to feel like a hotel and not a hospital.

We worked with a supplier of accessible equipment to find solutions that add incredible functionality whilst maintaining the feel of an inviting and comfortable space.

Accessible Communal Spaces

As a hotel that has a lot of event space, we not only thought about our bedrooms, but also our many communal spaces.

We added a Sensory Room, for people with neurodivergence and sensory difficulties, in what was an underused storage room. This relatively inexpensive addition is one of the most used facilities we added and has drawn in a huge amount of non-residential and events guests who would otherwise struggle to find a suitable venue.

The facility that we are most proud of is our Changing Places facility. It was the first of its kind in a UK hotel—something that goes way beyond a standard accessible loo. It’s got a ceiling hoist, adult-sized changing bench, shower, grab rails, and non-slip flooring. And here’s the thing—it’s not just for hotel guests. We opened it up for day visitors too, because accessibility shouldn’t stop at our front door.

Making the Hotel Work for Everyone

Once we’d started, we just kept asking ourselves: “What else can we do?”

• We put in a wheelchair lift at the front so guests don’t have to wrestle with steps.

• We adapted our outdoor pool area with a ramp, i-Swim hoist and accessible changing rooms—because everyone should be able to enjoy a swim.

• We added two different types of rolling shower chairs for our guests to use in their bathrooms.

We have also worked incredibly hard to ensure there is a huge amount of information on our website for those considering coming to stay with us. This includes video tours, equipment specifications and access guides. This is so important as coming away can be a scary prospect. Many disabled people have had bad experiences travelling somewhere that was supposed to be accessible for them but turned out not to be.

Of course, accessibility isn’t just about the building—it’s about people too. That’s why our whole team has disability awareness training. We’ve also partnered with Welco-Me, which lets guests tell us about their access needs before they arrive, so we can be ready to welcome them properly from the start.

Recognition Along the Way

We never set out to win awards, but I have to admit, it’s been amazing to be recognised. In 2022 we picked up the Cateys Accessibility Award (beating some very fancy London hotels!), and earlier this year we were awarded Silver in Accessible & Inclusive Tourism at the Visit England Awards.

On top of that, we’ve just achieved Green Key certification for our sustainability work—because accessibility and sustainability should go hand in hand.

Still on the Journey

Our building is over 100 years old, so there are always going to be challenges. We’re open and honest about that. But every year we make more improvements, and every year we learn more from the amazing guests who come and stay with us.

For us, accessibility isn’t a project you “finish.” It’s a mindset. It’s about creating a hotel where everyone feels welcome, comfortable, and valued. And honestly? Seeing guests who might usually struggle on holiday being able to relax and enjoy themselves here is worth more than any award.

So that’s our journey so far. We’re proud of how far we’ve come, but even more excited about what’s next.