TOKYU HOTELS, staff at 40 hotels across the country experience the real inconveniences of using a wheelchair.
We held the "Universal Service EXPO 1" with the aim of creating a hotel where everyone can stay with peace of mind.
- June 16, 2025: 64 hotel staff members will learn through hands-on experience.
We will improve our services to meet diverse needs and pursue safety and security in the event of a disaster.

TOKYU HOTELS & RESORTS CO., LTD. (Shibuya Ward, Tokyo; President and CEO: Takashi Takei) held an internal event, "Universal Service EXPO 1," at FUTAKOTAMAGAWA EXCEL HOTEL TOKYU on June 16, 2025, with the aim of deepening awareness of universal access (everyone being able to use services equally, regardless of whether they have a disability, age, nationality, etc.). A total of 81 people, including 64 staff members from the 40 hotels operated by the company and 17 staff members from the head office, gathered together for the event, which was centered around the theme of "real-life experiences," including wheelchair experiences and confirmation of the access route from the nearest station to the hotel.

The current environment surrounding hotels is one in which the need for universal services is growing due to an increase in foreign visitors to Japan and an aging society.
The number of disabled people is increasing day by day. In addition, we have received feedback from hotels operated by our company saying, "We are not confident about whether we can provide appropriate service to disabled people.
"There was a lot of talk about how we were not able to provide universal service," so in December 2024, we held online classroom training for hotel staff across the country to raise their awareness of universal service. We positioned this as "building a foundation for continuous learning" and named it "Universal Service EXPO ZERO."
The purpose of this Universal Service EXPO 1 was to give staff real-world experiences and a problem-solving perspective, and the event was themed on "real-life experiences" that could not be learned through classroom learning. The program included things that staff might encounter in their daily work, such as supporting wheelchair users during evacuation guidance from the perspective of "safety and security," which is paramount in a hotel, wheelchair barrier experiences for various scenarios both inside and outside the hotel, reviewing the correct usage of accessibility support equipment already installed in the hotel, and verifying the access route from the nearest station to the hotel, which is posted on the hotel's official website, while actually following it in a wheelchair. The program was designed to give staff an opportunity to think by having them experience things that they might encounter in their daily work.

TOKYU HOTELS & Resorts plans to continue holding the Universal Service EXPO once a year. By taking practical steps to become a hotel that anyone, including wheelchair users, can easily choose, and by reflecting these in the actual services, we aim to ultimately become a hotel that people will say is "TOKYU HOTELS is synonymous with universal service."

In addition to the "TOKYU BRAND HOTELS" that include THE CAPITOL HOTEL TOKYU, TOKYU HOTEL, TOKYU RESORT HOTELS, EXCEL HOTEL TOKYU, and Tokyu REI Hotel, the company operates "DISTINCTIVE SELECTION," which is made up of hotels with unique personalities such as BELLUSTAR TOKYO and STREAM HOTEL, "Hotel Condominium" STORYLINE, and "MEMBERSHIP-TYPE RESORT "TOKYU VACATIONS nationwide (61 locations in Japan, 6 other locations in Japan, and 3 "PARTNER HOTELS" overseas).

TOKYU HOTELS & Resorts has determined its purpose by asking itself what role it should play through its business.
Working closely with our customers and the local community, we create moments of fulfillment. This is the reason and meaning behind our existence. With this purpose as our foundation, we are working to achieve this.