FIRST HOTEL GROUP TO OFFER AUTISM CONCIERGE
NEURODIVERGENT & SENSORY-FRIENDLY HOTELS
We believe every guest deserves to experience vacation in a way that feels comfortable, supported, and enjoyable.
Across our resorts, we’ve introduced specialized programs and certifications designed to better serve neurodivergent, autistic, and sensory-sensitive guests. While each initiative has a different focus, they all share the same goal: creating more inclusive experiences for every family.
Autism Double-Checked (ADC)
Available at participating Karisma Hotels & Resorts
Our Autism Double-Checked (ADC) certified resorts have completed an independent review of autism-friendly accommodations, guest touchpoints, and operational practices to help create a more welcoming stay for autistic guests and their families.
From pre-arrival planning to on-property experiences, participating resorts are committed to offering thoughtful accommodations that help reduce stress and increase comfort throughout your vacation.
Margaritaville Island Reserve Riviera Cancun
Nickelodeon Hotels & Resorts Punta Cana
Autism Double-Checked (ADC) was created to prepare the travel industry to assist guests with autism through industry-specific and job-specific training for all public-facing staff. It assists the autism community to be confident in selecting travel opportunities that best fit their needs.
For more comprehensive details regarding the Autism Double-Checked program,visit https://autismchecked.com/
Certified Autism Center™ by IBCCES
Available exclusively at Aqua Nick® Riviera Maya
Aqua Nick Riviera Maya has been designated a Certified Autism Center™ (CAC) by the International Board of Credentialing and Continuing Education Standards (IBCCES). As part of this designation, guest-facing team members have completed specialized training focused on best practices for supporting autistic and sensory-sensitive individuals, helping provide more confident, informed, and personalized service. The certification is designed to enhance the guest experience through greater understanding, communication, and support for neurodivergent visitors.
Frequently Asked Questions
How does the hotel know that my family is traveling under the autism program?
The information is shared with us through the ‘Autism Double Check’ program, allowing our operations team to anticipate needs and properly prepare to welcome you.
Can I inform the hotel that my child/companion has autism before arrival?
Yes. You may indicate this at the time of booking or by contacting the hotel prior to arrival. With your authorization, this information will be shared with the relevant teams to provide more personalized service.
What training does the hotel staff have regarding autism?
All guest-facing staff have completed the ‘Autism Double Check’ certification, meaning they are trained to better understand the needs of guests on the autism spectrum and to provide a more comfortable experience.
Is there a specific person I can contact if a crisis or special need arises?
Yes. We have an Autism Concierge (assigned to your room building) who serves as your main point of contact to coordinate meal times, quieter area access, room adjustments, or any special needs.
What support or adjustments can be offered in the event of a sensory or emotional crisis outside the room (for example, in public areas or during activities)?
Our staff is trained to respond in a respectful, empathetic, and discreet manner to sensory or emotional crises in any area of the resort. Should a situation of this nature occur, the nearest team members can assist by facilitating access to a quieter space, reducing immediate stimuli (such as noise or surrounding crowds), and contacting the Autism Concierge to provide personalized support. Whenever possible, the privacy and well-being of the guest and their family will be prioritized, avoiding invasive interventions. We recommend that families share any known triggers or self- regulation strategies that work best for their child or companion in advance, so our team can respond more effectively and in alignment with their individual needs.
Can you help us plan our stay in advance?
Yes. Our team can provide recommendations on schedules, quieter resort areas, and suitable activities to ensure a more comfortable experience.
Does the hotel offer Calm Zones or low-stimulation areas?
Yes. Our staff can advise on areas and times with reduced noise and lower guest traffic for moments of self-regulation.
Can we request a faster or quieter check-in process?
We understand that long waits can be sensory triggers. We offer an expedited check-in process and, when possible, in quieter areas to avoid crowds and excessive noise.
Can we request a room in a quieter area?
Yes. We recommend rooms located at the ends of hallways or on lower floors, away from high- activity areas.
Can guests request special bedding or textiles?
The bedding provided meets standard industry requirements. We do not offer immediate selection options; therefore, guests are encouraged to coordinate this request prior to arrival with the Guest Services/Concierge team to explore how we may be able to assist. However, fulfillment cannot be guaranteed due to the limited availability of specialized options in the immediate local market.
Is it possible to remove decorative items or reduce stimuli in the room?
Yes. Upon request, our team can remove certain decorative elements to enhance safety or reduce visual stimulation.
Can housekeeping be scheduled at a specific time?
Yes. Guests may request preferred housekeeping times through the Concierge to better align with daily routines.
Do the rooms have additional safety locks?
Yes. We confirm that additional safety locks are available on doors and balconies.
What happens if a child/person with this condition goes missing?
We have established internal protocols for missing persons. Additional room safety measures can be coordinated for guests who may tend to wander.
Can meals be adapted to sensory diets?
Yes. Our culinary team can accommodate simple requests such as food without sauces, specific textures, or separated ingredients. The Customer Service/Concierge Team can help communicate these preferences to the culinary team in advance for proper preparation.
Can simple or repetitive meals be prepared?
Yes. We understand that many children prefer familiar foods and our team will do their best to provide them when available.
Can I bring food for my child?
In specific cases, we can assist with refrigeration or heating. A liability waiver is required as these foods are not prepared by the hotel.
Can noise be avoided in restaurants or can reservations be scheduled?
Yes. We can arrange priority access or recommend early dining times when guest flow is minimal.
Are there calm areas within the resort?
Although the hotel features a colorful theme and family activities, there are quieter areas that we can recommend.
Are children’s activities structured?
Yes. Many Kids Club activities are guided and structured.
Does the Kids Club staff have experience with children with autism?
Yes. Our animation team is certified and trained to integrate children into adapted activities. Parents are encouraged to share preferences or triggers to personalize the experience.
Can a list of available facilities for guests with autism be provided?
- Personalized support for guests with autism, coordinated through the Guest Services/Concierge Team.
- Staff trained under the Autism Double Check program.
- Room location requests (quiet areas or ground floor, subject to availability).
- Assistance with restaurant reservations.
- Dietary accommodations.
- Cribs and playpens for children.
These services are designed to ensure that guests feel comfortable, supported, and welcome throughout their stay.
