An EEOC settlement against a boutique hotel for refusing a reasonable accommodation request based on "professional appearance" standards.
In early 2022, a frontdesk employee at The Library Hotel, a well-known boutique property in Midtown Manhattan, began experiencing severe leg and back pain due to a medical condition. Her doctor recommended she use a stool or chair while performing her duties.
Despite this medical documentation, the hotel’s management **refused to provide the accommodation**. They insisted that all frontdesk staff must stand for the entire duration of their shifts because it looked **“more professional”** to guests. The employee filed a formal complaint with the U.S. Equal Employment Opportunity Commission (EEOC) under the **Americans with Disabilities Act (ADA), Title I**.
The employee contacted the EEOC in late 2022 after an initial mediation failed. The EEOC launched a formal investigation.
Over the next year, investigators reviewed internal hotel communications, employment policies, and testimony from other staff. Evidence showed that management had denied similar requests before, citing company “appearance standards.”
The EEOC’s investigation lasted roughly 12 months, from late 2022 through late 2023. During this period, the hotel maintained its policy, and the employee was forced onto medical leave, losing income and benefits.
In January 2024, the EEOC announced a settlement totaling **$42,000** to compensate the employee for emotional distress and lost wages.
The case was widely discussed in hospitality trade media, serving as a warning to other hotels that “professional appearance” policies cannot override employee ADA rights for **reasonable accommodations**.
HOSPITALITY
EMPLOYMENT
Focuses on ADA Title I, Reasonable Accommodation, and the EEOC's role in enforcement.
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