A Glimpse of Elegance, but at What Cost?
Tanzila: “I am super tired after a long day and just want to sit down with my friend and talk.”
Ummara: “We’ll do that, but before that, I want to treat you to High Tea at Nishat Hotel.”
And just like that, I headed to meet a friend in Lahore, hoping to unwind over delicious food and good conversation. Nishat Hotels are undeniably a treat to look at. From the intricate furniture to the walls, ceilings, and lighting, the aesthetics are nothing short of mesmerizing. The visuals create an atmosphere of luxury that leaves a lasting impression.
But that impression quickly fades if you are a wheelchair user needing to access basic facilities. Suddenly, the charm unravels, revealing the glaring truth: Nishat Hotels prioritize their visual appeal over inclusivity. Beneath this luxurious exterior lies an astonishing disregard for accessibility, a problem that isolates and excludes people with disabilities.
Accessibility Woes at Nishat: A Familiar Story
This isn’t my first disappointing encounter with Nishat Hotels. Earlier this year, I visited their Gulberg branch to use their accessible bathroom—one of the only options available in that area. For wheelchair users like me, it was a much-needed facility in a city like Lahore, where accessible spaces are still rare despite existing laws. To my shock, I discovered that the accessible bathroom had been converted into a souvenir shop. When I questioned this decision, the response was appalling:
“No one was using that washroom.”
The thoughtlessness didn’t end there. At their Johar Town branch, the issue persists. This hotel’s restaurant in its lobby area has no accessible bathroom nearby. Guests must travel to the banquet side of the building to find one restroom, which is neither inclusive nor intuitive. Even then, unclear signage suggests that it might only be for males, leaving female guests confused and frustrated. Where should women go?
Untrained Staff and Exclusionary Design
The frustration only deepens when interacting with the hotel staff, who seem uninformed and untrained regarding accessibility concerns. Asking for basic information leads to vague or unhelpful answers, creating an environment that feels unwelcoming for people with disabilities.
The root of the issue lies in Nishat’s design and planning phase. It’s astonishing that in an age where accessibility is a global standard, not a single person involved in the design or management process noticed these glaring flaws. Accessibility simply wasn’t prioritized, reflecting a systemic failure to create inclusive spaces.
A Societal Failure Masked by Luxury
Nishat Hotels are more than just properties; they are symbols of luxury and prestige. They cater to families, business professionals, and high-profile events. Yet, their disregard for basic accessibility sends a discouraging message to people with disabilities—that they are not welcome.
This exclusion isn’t just a design oversight; it is a societal failure. For individuals with mobility challenges, poorly designed spaces like Nishat push them further into isolation. A luxury hotel that cannot accommodate all its guests is not truly luxurious—it’s a hollow structure.
Accessibility Is a Legal and Moral Responsibility
The absence of accessible washrooms and facilities is not just inconvenient; it is a violation of inclusive design principles. Laws like Pakistan’s Disabled Persons Employment and Rehabilitation Ordinance and the Accessibility Code of Pakistan mandate accessible public spaces. Nishat Hotels, despite their prominence, appear to have ignored these standards entirely.
Moving Forward: What Must Be Done
Inclusive design is not optional—it’s a necessity. Nishat Hotels must urgently address these issues if they wish to uphold their reputation for excellence. Steps like accessible washrooms in all public areas, clear signage, and proper staff training are not just adjustments—they are essentials.
For Nishat, the beauty of their buildings should not merely lie in their visual appeal but in their ability to welcome everyone. Without addressing accessibility, their grandeur remains incomplete, masking an unwelcoming interior.
By Tanzila Khan
Disability Rights Activist
