The need to be more hospitable in hospitality

In a message to user Said Mohamed, host Helen said, “If you are black, please forgive us for not receiving you!”

Mohamed’s response was, “okay give my money back right now cause I am black.”

She went on to report the host for her shocking and flagrant race discrimination.

A complaint was lodged at the Commission recently, when an Australian woman from rural WA booked at a backpacker’s accommodation in Perth without reading its policy that all customers had to be international residents and not Australian.

The race discrimination complaint eventually resolved with the backpacker owner changing his policy.

The Commission has also received complaints against holiday or residential accommodation providers “for adults only (no children allowed)”.

This could be age discrimination, and unlawful under the Equal Opportunity Act 1984 (the Act), as parents or guardians booking the accommodation are essentially being refused because they are ‘associated’ with the children who would be considered too young.

Our enquiry officers have also taken enquiries from people in same sex relationships being refused accommodation because of their sexuality.

With summer holidays just around the corner and limited travel options due to COVID-19, the WA hospitality industry is likely to enjoy a busy period where families and individuals will use their time off to visit parts of our wonderful state.

However, those providing accommodation need to be mindful of equal opportunity laws and the protected attributes under that Act.

If policies or procedures do not allow for people with protected attributes such as race, sexual orientation, age and disability then those accommodation providers may have a complaint lodged against them.

Furthermore, in this customer review-based world, if a person with a protected attribute stays at an accommodation facility and has an enjoyable experience, they are more likely to recommend it to others – which is a win for both the business and customer.

 I wish everyone living and travelling around this beautiful state a safe and happy holiday period.