Case Study: Quest Penrith, NSW

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Case Study: Quest Penrith, NSW

Our Journey Towards Inclusivity and Accessibility
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Quest Penrith is a locally owned and operated business in NSW with a focus on comfortable, stylish and accessible serviced apartment accommodation, providing all travellers a home in the heart of Penrith since 2018. Business owners Phil and Ravi has been actively engaged in the immensely valuable Accessible Accommodation approved hotel program.


Quest Penrith has always had accessible rooms and property access, and our teams have local knowledge of accessible experiences for our guests. However, as part of our ongoing investments in elevating the guest experience, our challenge was deciphering how we could improve our accessibility offering in a cost-effective way that met the changing needs of our guests.


As part of Quest Apartment Hotels’ key focus on enhancing accessibility at properties across Australia through working with and learning from the accessibility community, the team attended a training session developed specifically for Accommodation Providers by Accessible Accommodation & SCIA, using our valuable lived experience experts. The training was a combination of face-to-face with Kerry Williams, the founder of Accessible Accommodation, and Amanda Letcher, who lives with a disability, coupled with online training available from SCIA, click on the below links to purchase:

The session was invaluable in reframing our approach, understanding and passion in the provision of accessible accommodation at Quest Penrith. Amanda’s invaluable insights, grounded in her personal experiences, catalysed our collective resolve to go beyond what is mandated by building codes to create truly accessible homes away from home in all our spacious serviced apartments.

Decision makers

Understand the business case for now and in the future.

Team Members

Boost confidence and ensure a high standard of service delivery.


Off the back of the workshop, The Quest Penrith have already completed 10 key changes to enhance accessibility for their guests:

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Within our networks we’re actively encouraging all Penrith properties to make these small and cost-effective changes that can completely transform someone’s stay from a stressful headache into a relaxing holiday.

The Quest Penrith team recognise the journey towards true inclusivity and accessibility is ongoing and we’re putting in the work required to listen and learn from the experts and the community. The changes we’ve implemented reflect our dedication to creating a welcoming environment for all guests.

Quest Penrith look forward to continuing to make guest stays truly effortless for everyone who chooses to spend their time with us.

“The Accessible Accommodation & SCIA course played a pivotal role in providing both online, hands on and most importantly heartfelt training to our team. These initiatives underline Quest Penrith’s commitment to inclusivity, ensuring that all guests experience a comfortable and memorable stay with us.”

Eugene Human
Franchisee and General Manager at Quest Penrith, NSW