18/11/2025
Imagine not being able to use the toilet for a week, not because it’s broken, but because it isn’t accessible.
During my three week trip to India with my parents, we stayed at Coconut Lagoon in Kerala. They had an adapted bungalow, but the toilet was too low for my mom to use safely. Based on past experiences, this could have realistically meant she wouldn’t be able to use the toilet for the entire week.
Something like toilet height might seem insignificant if you can stand up easily. But for wheelchair users, it’s crucial. In this case, the toilet was too low. Getting on was possible, but getting off meant going up into the wheelchair again, which was impossible without help.
We explained the issue and offered some ideas, mainly to educate. What happened next is something we’ve never experienced before. They didn’t dismiss it, they didn’t tell us to “manage,” and they didn’t treat it as a minor inconvenience. Instead, they listened, really listened.
They mentioned a carpenter could build a commode chair the next day, which was already more than most hotels would ever consider. But the next morning, my parents got a knock on the door. Not from a carpenter with a makeshift solution, but with a brand new, height-adjustable commode chair the hotel had purchased overnight.
This moment truly shifted our whole experience. My mom felt heard and treated like a guest who mattered, not someone asking for special favors. My dad felt relieved because he didn’t have to problem-solve or improvise solutions just to make basic things possible. And I was genuinely happy, because this was the first time I saw a hotel step up and actually help my parents.
Coconut Lagoon didn’t stop at “we’re accessible” or “we’ll try.” They understood the real impact of this issue and acted on it. That extra step made our stay unforgettable.
Accessibility isn’t a luxury, it’s a necessity. Coconut Lagoon understood that completely. This is the mindset every hotel should adopt: listen, understand, and act.
