July 2025
Blog
In hospitality, welcome is everything. From the moment someone steps into a venue to the moment they leave, every detail has the power to shape how they feel, not just about the space, but about themselves.
For neurodivergent guests, people with anxiety, and others with sensory or cognitive access needs, that welcome often hinges on things that are invisible to most: the lighting, the layout, the noise levels, the clarity of the signs, and the predictability of the experience.
Inclusive hospitality means creating spaces where everyone can feel safe, understood and able to relax - not just physically, but emotionally and mentally too.
Here are four ways the sector can go beyond compliance and start designing for true inclusion.
1. Make Sensory-Friendly Design a Standard, Not a Niche
One in seven people in the UK is neurodivergent. That includes people who are autistic, have ADHD, dyslexia, or sensory processing differences. Many more live with anxiety or trauma. For all of these guests, a space that feels too loud, too bright, or too overwhelming can be a barrier to entry.
Thoughtful design choices can make a world of difference:
Use soft, non-flashing lighting and reduce echo where possible
Offer quiet zones where guests can decompress or take a break
Choose décor with predictable patterns and avoid sensory overload
Create varied seating options to accommodate different needs
These are not expensive changes. They are intentional ones and they benefit everyone, not just neurodivergent guests.
2. Train Staff to Recognise and Respond to Hidden Needs
A beautifully designed space is only part of the picture. The human welcome matters just as much. Many access needs are not visible, so staff should feel confident and comfortable in offering support without judgement or assumptions.
This means:
Training staff to understand how sensory overload or anxiety might show up
Encouraging calm, respectful communication with all guests
Being proactive rather than reactive - offering options without needing guests to disclose and anticipating the need for calm, to avoid people reaching crisis point
A small gesture from a thoughtful staff member can turn an anxious visit into a loyal return.
3. Give Guests the Information They Need Before They Arrive
One of the biggest barriers for neurodivergent people is uncertainty. Not knowing what to expect can be just as stressful as a physical access issue.
Providing clear, honest information ahead of time empowers guests to plan and feel safe.
Consider offering:
Photos or videos of spaces, entrances, and rooms
Clear signage examples and directions
Information about noise levels, lighting, and sensory experiences
Step-by-step guides to check-in, seating, or ordering processes
This kind of access starts long before the front door.
4. Design With, Not Just For
The most inclusive spaces are not imagined in boardrooms. They are co-designed with the people who will use them. Involving neurodivergent people in the design process means asking the right questions, truly listening, and understanding what inclusion looks and feels like in real life.
At Seats at the Table, we work with hospitality teams, heritage sites, salons and cultural venues to uncover the small changes that make a big difference. Through sensory audits, staff training and access consultancy, we help businesses build environments that feel welcoming, calming and clear.
Because when guests feel seen and supported, they do more than visit. They come back. They tell their friends. And they build trust that no marketing strategy can buy.
The Future of Hospitality is Inclusive
We are moving beyond access as an afterthought. The most forward-thinking businesses are embedding neuroinclusive design into every stage of their customer journey, from the layout of a menu to the layout of a room.
This is not just about being kind. It is about being smart, human, and ready for the future of hospitality.
If you’re ready to build a space where every guest can exhale, feel safe, and know they belong, we’re here to help.