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 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 carried out during 2025 and 2026, 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

• 1.1. Creation of a collaborative working committee including people with disabilities and local associations.
• 1.2. Collection of information from accommodated guests.
• 1.3. Bi-monthly review of the standards.

2. Before your trip

• 2.1. We have a dedicated email address for accessibility questions at our hotels: access@marsenses.com.
• 2.2. Guests can rent assistive products at the time of booking, with the guarantee that the items will be available in their room upon arrival.
• 2.3. The hotel provides a selection of its own support products at no extra cost to guests; these are available on request and guaranteed upon arrival. It also offers the option of hiring other products through an external company, at an additional cost, subject to prior booking and request.

3. Arrival at the hotel

• 3.1. 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).
• 3.2. We provide an additional assistance system in the parking spaces.
• 3.3. A clearly signposted, illuminated, and wheelchair-accessible route is available between the private parking area and the hotel reception entrance.
• 3.4. 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.
• 3.5. We have a service protocol for assistance dogs which includes, among other services, providing a bed if requested during the reservation process.
• 3.6. Double-height contrast markings on the glass surfaces.

4. Reception

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

5. Lobby

This area includes the following features and services:

• 5.1. Power outlet for charging electric wheelchairs.
• 5.2. High-contrast markings at two heights on glass surfaces.

6. Activities

• 6.1. Spaces allow free movement with a wheelchair.
• 6.2. The entertainment programme offers inclusive activities designed in collaboration with associations for people with disabilities.
• 6.3. A multisensory room is available in all our family hotels.

7. Signage

• 7.1. We have signage throughout the hotel that complies with the UNE 170.002 standard.
• 7.2. Common PMR restrooms are identified with raised characters and Braille.

8. Restaurants

• 8.1. We offer support services.
• 8.2. There is a designated quiet area equipped with a noise-level sensor.
• 8.3. Tables of preferential use, identified with the SIA symbol, offer a minimum of 70 cm of free space at the rear.

9. Disabled toilets in communal areas.

• 9.1. Clearly marked disabled toilets.
• 9.2. Access doors with a clear width of at least 90 cm.
• 9.3. Toilet seat height between 45 and 50 cm.
• 9.4. Two grab rails in the toilet area, spaced between 65 and 70 cm apart.
• 9.5. Washbasin height of at least 85 cm, with a minimum clearance of 70 cm behind.
• 9.6. They are equipped with an alarm system.
• 9.7. The lock is ergonomic.
• 9.8. They have a swing-top bin.
• 9.9. There is a clothes hook within the comfortable reach of a person in a wheelchair, at a height between 90 cm and 1 m.
• 9.10. There is a single-lever tap.
• 9.11. The soap dispenser is within reach from a wheelchair in the washbasin area. The dispenser is easy to press.
• 9.12. The electric hand dryer is within reach from a wheelchair in the washbasin area.
• 9.13. There is a walking stick holder in the toilet area and another next to the washbasin.
• 9.14. There is a toilet roll holder both on the grab rail next to the toilet and on the wall.

10. Outdoor Pools

Pools located within the accessible route include:

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

11. Spa

• 11.1. The massage room has a minimum door clearance of 90 cm.
• 11.2. The massage table is height-adjustable to facilitate transfers.

12. Additional Services

• 12.1. A personal assistance button is available for guests inside their room.
• 12.2. Ramps with a slope greater than 10% have a call-assistance button.
• 12.3. We provide a medication storage service when products require a temperature lower than that provided by the in-room refrigerator

13. Adapted Rooms

13.1 General

All adapted rooms will feature a free passage width of 90 cm from the entrance door to the room, with a motorised door-opening system.

13.2 Bedroom

This space includes the following features and services:

• 13.2.1. Double bed with a total height of 50 cm from the floor.
• 13.2.2. Sofa bed or auxiliary bed in all adapted rooms.
• 13.2.3. Bilateral transfer space of 90 cm beside the bed.
• 13.2.4. Additional electrical outlets by the bed.
• 13.2.5. Controls and switches are within manual reach from a wheelchair.
• 13.2.6. 1.20 m of free space in front of the wardrobe.
• 13.2.7. Pull-down hangers are included in wardrobes.
• 13.2.8. Safe/refrigerator within manual reach from a wheelchair, ensuring frontal access and ergonomic opening.
• 13.2.9. Desk with a minimum rear free space of 70 cm.
• 13.2.10. Step-free access to the terrace, with a floor-embedded profile and a minimum clear door width of 80 cm.
• 13.2.11. All power outlets are positioned to facilitate wheelchair access without obstacles.
• 13.2.12. Once the sofa bed or extra bed is unfolded, the minimum turning space of 150 cm is not guaranteed in all rooms.

13.3 Bathroom

• 13.3.1. Bathroom entrance door with a minimum clear width of 90 cm.
• 13.3.2. Alarm system with pull-cord device in the toilet and shower areas.
• 13.3.3. Toilet with a height between 45 and 50 cm, equipped with two support bars.
• 13.3.4. Washbasin with 70 cm of free space underneath and concealed drainage.
• 13.3.5. Large, ergonomic dispensers are located in both the washbasin and shower areas.
• 13.3.6. Hygiene-product dispensers are available at reception via trolley service.
• 13.3.7. Hairdryer, and towels within manual reach from a wheelchair at the washbasin.
• 13.3.8. Large mirror positioned at a height of 90 cm from the floor.
• 13.3.9. Towel hooks at two heights within manual reach from a wheelchair.
• 13.3.10. Tilting sanitary bin.

13.4 Shower Area

• 13.4.1. Step-free access to the shower area.
• 13.4.2. Minimum free space of 1.20 m.
• 13.4.3. Lateral and frontal support bars.
• 13.4.4. 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.
• 13.4.5. Ergonomic, easy-grip tap.
• 13.4.6. Gel and shampoo dispenser located near the tap, within manual reach from a wheelchair.

14. Safety

• 14.1. Accessibility provisions in the emergency and evacuation plan.
• 14.2. Signposted accessible evacuation route for wheelchair users.