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MarSenses Hotels & Homes

Universal
Accessibility

Universal Accessibility Standards

At MarSenses Hotels & Homes, we believe that genuine hospitality begins with inclusion. Our Universal Accessibility Standards reflect the company’s commitment to providing an equitable, comfortable, and dignified experience for all guests, regardless of their abilities, age or condition. This document serves as the guide that ensures and explains our actions, decisions and ongoing improvements in the field of universal accessibility.

More than a technical manual, this is a living document in constant evolution and growth. Every update, correction, and improvement results from real learning gained through day-to-day experience, through contributions from working groups with people with disabilities, as well as from our guests and our staff.

These standards are therefore a statement of intent and commitment—an instrument that drives us to learn from mistakes and transform our guests’ experience into something increasingly inclusive, human, and universal.

  1. Accessibility Management and Maintenance

    • Creation of a collaborative working committee including people with disabilities.
    • Collection of information from accommodated guests.
    • Four-monthly review of the standards.

  2. Before Your Trip

    • We have a dedicated email address to respond to any questions regarding accessibility in our hotels: accessibility@marsenses.com.
    • We offer an additional communication channel via WhatsApp for making reservations.
    • The hotel provides some assistive products free of charge for guests, available upon request. It also offers the option to rent other products through an external company.
    • We provide guests with the technical data sheets of the assistive products available in our hotels.

  3. Arrival at the Hotel

    • Both MarSenses Paradise Club Hotel and MarSenses Rosa del Mar Hotel & Spa, which have private parking, offer reserved parking spaces for Persons with Reduced Mobility (PRM).
    • We provide an additional assistance system in the parking spaces, upon prior request.
    • A clearly signposted, illuminated, and wheelchair-accessible route is available between the private parking area and the hotel reception entrance.
    • All our hotels have “accessibility ambassadors,” whom you can approach at any time during your stay. This staff member is identified by the United Nations international accessibility symbol on their lapel.
    • We have a service protocol for assistance dogs which includes, among other services, providing a bed if requested during the reservation process.
    • High- and low-level contrast markings on glass surfaces.

  4. Reception

    • This area features cane holders at the reception counter.
    • We offer the option of completing check-in at a table.
    • A magnetic loop system is integrated into the counter.
    • Each hotel has a manual wheelchair available.
    • A no-wait protocol is established for reception service.
    • We provide WhatsApp communication during the stay to facilitate contact with the accessibility ambassador.

  5. Adapted Rooms

    • General

      All accessible rooms will have a doorway with a clear width of at least 95 cm and a motorised opening system.

    • Bedroom

      This space includes the following features and services:

      • Double bed with a maximum height of 50 cm from the floor.
      • Sofa bed or auxiliary bed in all adapted rooms.
      • Bilateral transfer space to the bed of at least 90 cm.
      • Additional electrical outlets by the bed.
      • Controls and switches within manual reach from a wheelchair.
      • At least 1.20 m of free space in front of the wardrobe.
      • Pull-down hangers included in wardrobes.
      • Safe / refrigerator within manual reach from a wheelchair, ensuring frontal access.
      • Desk with a minimum rear free space of 70 cm.
      • Access to the terrace with a level difference of less than 1.5 cm, with a minimum door clear width of at least 80 cm.
      • All sockets are positioned to be easily reached from a wheelchair.
      • Once the sofa bed or extra bed is opened, the minimum turning space of 150 cm is not guaranteed.

    • Bathroom

      • Bathroom entrance door with a minimum clear width of at least 85 cm.
      • Alarm system with pull-cord device in the toilet and shower areas.
      • Toilet with a height between 45 and 50 cm, equipped with two support bars.
      • Washbasin with 70 cm of free space underneath and concealed drainage.
      • Hairdryer, and towels within manual reach from a wheelchair.
      • Large mirror positioned at a height of 90 cm from the floor.
      • Hooks at two heights within manual reach from a wheelchair.
      • Tilting sanitary bin.

    • Shower Area

      • Step-free access to the shower area.
      • Minimum free space of 1.20 m.
      • Lateral and frontal support bars.
      • Includes a large-wheel shower/commode chair or a non-wheeled shower chair, with optional armrests and backrest, depending on guest preference. Guests may request another model through our assistive-product supplier.
      • Ergonomic, easy-grip tap.
      • Gel and shampoo dispenser located near the tap, within manual reach from a wheelchair.

  6. Lobby

    • Power outlets for charging assistive devices such as electric wheelchairs, ventilators, communication devices, etc.

  7. Activities

    • The entertainment program offers inclusive activities designed by the Fundación Mallorca Integra.
    • A multisensory room is available in all our family hotels.

  8. Signage

    • We provide signage in accordance with UNE standards throughout the entire hotel.
    • Common restrooms are identified with raised characters and Braille.

  9. Restaurants

    • We offer support services upon prior request.
    • Tables of preferential use, identified with the SIA symbol, offer a minimum of 70 cm of free space at the rear.

  10. Accessible restrooms (for reasons with reduced mobility) in common areas

    • Accessible restrooms for people with reduced mobility (PRM) are clearly identified.
    • Access doors have a clear opening of at least 90 cm.
    • Two support bars in the toilet area, spaced 65–70 cm apart.
    • Sink height minimum 85 cm, with 70 cm of clear space behind.
    • Equipped with an alarm system.
    • Ergonomic lock.
    • Swing-top waste bin.
    • There is a single-lever or sensor-operated tap.
    • Soap dispenser within reach from a wheelchair at the sink area; easy-to-press design.

  11. Outdoor Pools

    Pools located within the accessible route include:

    • Access via portable pool lift.
    • Wheelchair for pool use.
    • Preferential-use sun loungers, identified with the SIA symbol, featuring a seat height of 50 cm.

  12. Spa

    • The massage room has a minimum door clear width of 85 cm.
    • The massage table has an adjustable height to facilitate transfers.

  13. Additional Services

    • We provide guests with a personal emergency call button for any room, upon prior request. It is to be used exclusively for emergencies.
    • Ramps with a slope greater than 12% have a call-assistance button.
    • We provide a medication storage service when products require a temperature lower than that provided by the in-room refrigerator.

  14. Safety

    • Accessibility system integrated into the emergency and evacuation plan.
    • Rooms that rely on elevators are equipped with an evacuation chair located outside, near each unit. Evacuation routes are clearly signposted in accordance with ISO 7010-2020 standards, including the SIA pictogram. This protocol is also included in the emergency and evacuation plan.