Accessible Customer Service Policy
Intent: All goods and services provided by The Park Hotel London shall follow the principles of dignity, independence, integration and equal opportunity. The following assistive devices are available on a first come first served basis and upon request to assist guests in accessing our goods and services.
TTY system on property. Wheelchair on property. Elevators on property. Automatic doors at front entrance to hotel. Crutches and first aid kit on property. One accessible suite. Seat raiser. Shower chair. Grab bars in all Superior Suite showers. Accessible parking spot. Located close to hospitals.
The Park Hotel London is committed to providing goods and services in a manner that respects the dignity and independence of persons with disabilities. The Park Hotel London is committed to ensuring that persons with disabilities have an equal opportunity to access goods and services. The Park Hotel London will integrate the provision of goods and services to persons with disabilities into practices and procedures unless an alternative, separate measure is necessary to enable persons with disabilities to obtain, use and benefit from the provided goods and services. The Park Hotel London encourages open communication with persons with disabilities in order to ensure that its goods and services are accessible. Without limiting the requirements or expectation for accessibility, specific consideration shall be given to the following:
Assistive Devices: The Park Hotel London welcomes persons with disabilities to use assistive devices to obtain, use or benefit from our goods and services.
Service Animals: The Park Hotel London welcomes persons with disabilities who are accompanied by a service animal onto the parts of our premises that are open to the public and commits to finding alternatives to the use of service animals if the service is provided in a location in which animals are prohibited by law (food preparation areas). Service animals are permitted in the breakfast room. Dog Owners’ Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relation to banned breeds (such as pit bulls) and a provision of a by-law passed by a municipality relation to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.
The guest accompanied by a guide dog or service animal is responsible for maintaining care and control of the animal at all times.
Support Persons: The Park Hotel London welcomes persons with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter The Park Hotel London with the support person. The Park Hotel London does not charge a fee for support persons.
Temporary Disruptions to Service: The Park Hotel London will provide notice in the event of a planned disruption in service usually used by people with disabilities to access the hotel’s goods and services. A notice regarding a temporary disruption will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services. The notice will be placed in relevant, conspicuous locations on the premises and placed on the hotel’s website.
When disruptions occur The Park Hotel London will provide notice by: contacting guests with reservations, verbally notifying guests when they make a reservation, by other method that may be reasonable under the circumstances.
Training: The Park Hotel London will provide training about accessible goods and services to staff members, contractors and others who interact with the members of the public who wish to obtain, use or benefit from goods and services provided by the hotel. Training will be provided to every person involved in the development of policies, practices and procedures regarding the provision of goods and services. Training will occur on an ongoing basis and whenever changes are made to relevant policies, practices and procedures. Training will be provided to each person as soon as possible within the first three months of being hired.
Training will include a review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005, the requirement of the Customer Service standard and information about the following matters: How to interact and communicate with people with various types of disabilities. The Park Hotel London’s practices and procedures relating to the provision of goods and services to persons with disabilities. How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or support person. How to use equipment or devices available that may help with the provision of goods or services to a person with a disability. How to assist if a person with a disability is having difficulty accessing the hotel’s good and services.
The Park Hotel London will keep records of the training provided, including dates on which training is provided and the number of people trained.