Hotel Accessibility Pack

Transcription

1 Thank you for considering the Hilton Watford. We are pleased to provide you with some information regarding our hotel that you may find useful when planning your visit to our hotel. Arrival at Hotel: All mobility impaired guests can use the entrance to the left of the main entrance in the conference centre. There are no steps, just a slope and the ground is paved. The main entrance consists of automatic sliding doors, with 2 side doors after walking up 9 steps with rails on either side. After 11pm, the front doors are locked and a doorbell is located on the left hand side door. Should you need to get in or out there is a member of staff on reception at all times. Once you reach the door at the conference centre there is an intercom connecting you with reception, which will release the doors to enable you to get in to the hotel. Once inside the conference centre proceed along the corridor and then turn right, you will then come to two sets of wooden doors, go straight through these and that will bring you to our restaurant and Patio Bar area, where you can get the lift from the lower ground floor up to the ground floor where reception is located press G in the lift. The car park entrance is free to use for all of our guests there are 338 parking spaces and 9 of these are designated disabled. There are two entrances to the car park, which are both accessible from the A41. All of the designated disable spaces are located right outside reception and also outside the conference centre. 1

2 Should you need assistance with luggage, equipment or any guidance, our team will be pleased to assist. Welcome & Reception: There are no steps once in the main lobby area but there is a slight slope which leads you from the lobby into reception. If you arrive in the lobby area from the car park by the lift, as you exit the lift turn right and go through the double doors and turn left, down the slight decline to the main reception area, the check in desk is to your left. The front desk is located directly in front of you as you enter from the main hotel entrance. On the far right of the lobby is a seating area. To the far left of the main entrance are more seats. The surface on the ground floor is marble, with carpet around the seating areas. From the reception area the lifts are to the left, as you face the reception desk. There is a slight incline when you go towards the lounge and seating area. Check in is at the main reception desk, which is 1m 10 cm high, however should you require a member of staff will also be able to come to the seating area with a clip board. There is an Induction Loop at the check in point on the left hand side of reception desk. Upon check in our staff will brief you on the hotels evacuation procedures. 2

3 Additional Services: Should you wish to order a newspaper, please contact the reception team. Your newspaper will then be delivered daily to your room. Wake - up calls can be ordered through the reception team. Alternatively they can be set in your room using the telephone system, the television or alarm clock. We have an ATM machine at the hotel, but there is a charge for this service We also have a vending machine located opposite our lift on the ground floor that supplies essentials We have a further vending machine that is located opposite our LivingWell Health Club in the stairwell this supplies soft drinks and sweets. The Business Centre The business centre is located next to reception up the small slope leading to the lounge, it lies between the reception desk and the wooden swing doors leading to the lifts The business centre is manned, Monday to Friday 8.00am 4.00pm. At weekends please contact reception. We offer business services here for example photocopying, faxing etc. 3

4 The business centre has a small desk with a PC. Use of the PC is chargeable; a code must be purchased from reception. For more information contact our reception team. Toilet Facilities: There are 3 sets of public toilets in the hotel. These are located in the Hilton Meetings area on the ground floor, on the Patio Bar corridor and there is a specific accessible toilet in this corridor. The last set is through the double doors leading to the New Hertford Suite The accessible toilet in the Bar area can be accessed by using the lift to the lower ground floor. The toilet is located on the left hand side as you proceed past the restaurant and bar area. Telephones: The public telephone is located in the lift lobby area, to the left of reception, proceed up the incline and they are on the wall on the right hand side. Getting round the Hotel: All Lifts have audible enunciation for the partially sighted and tactile buttons at the regulation height. The lifts have mirrors on the right, left and back walls and a tiled floor. We have two lifts one at the front of the hotel by reception and this lift goes to all floors Our second lift is located at the rear of the hotel opposite our LivingWell Health club this lift does not access the lower ground floor. 4

5 Patio Bar The Patio Bar can be accessed from the main lobby, turn left towards the lift lobby area, up the slight incline, take the lift to the lower ground floor. The Patio bar has male toilets on the right and ladies on the left hand side of the corridor. These are not accessible toilets, however we do have one accessible toilet just a little further along on the left hand side. Waiter service is available in Patio Bar We also have a very nice garden area, which is fenced off at the back of our Atelier restaurant, our teams are very happy to bring your order out to you. We do offer table service in our Patio Bar. To access the garden there is a gravel path which can be accessed through the first doors leading to the conference meeting rooms on the lower ground floor. Atelier Restaurant 5

6 The Atelier Restaurant is also located on the lower ground floor to the left hand side of the lift and has a wooden area; it can also be reached by using the main staircase as an alternative to the lift. The Lift stops at the restaurant press the LG button. On exiting the lift, the entrance to the restaurant is to your left. The bar area is tiled in front of the main bar and then carpeted throughout. Breakfast is self service, all our staff are very friendly and professional and will cater for all of your needs Arthritic cutlery is also available LivingWell Health Club The hotel has a Health Club on the Ground floor, which is located on the ground floor. To access the club there are two main entrances one from the rear car park and one through the hotel. If coming from reception you need to go through the double doors at reception that takes you past the main lift and carry on to the end of the corridor and turn right until you come to a set of four steps, we have a stair lift available for your use, once you come to the top of the steps you will find the phone, you need to pick up the phone by the lift and someone will come to assist you. The Health Club is fully manned to give support for the gym and pool. Fitness coaches are available for assistance if needed. The gym floor is tiled with a special rubber surface To enter the Health Club there are two steps down, however a ramp is available. Fitness coaches are available for assistance if needed. 6

7 There are changing rooms located in front of the reception desk, they have lockers which take a 1 coin, each changing room has two showers and toilets in both the Male and Female changing rooms. We have a dedicated disabled changing room, which has a shower, toilet and locker facilities. The gym is well equipped it has 3 running machines, 3 cycling machines, 1 rowing machine, 1 upper body weight machine, 2 cross trainers and an exercise area and free weights, the multi gym is wheel chair accessible. To gain entry to the Health club a key card must be shown at the club s reception desk and you must sign in with your name and room number on the guest entry sheet. Towels are provide and the reception team will assist There is a water dispenser and there is also a drinks machine for you to purchase from. The Club also has a sauna and steam room which is located to left hand side of the gym, plus two more showers. At the side of the pool there is a jacuzzi There are steps leading into the pool and there are handrails to assist you, plus there is also a pool hoist. The pool depth is 1.2 m and there is a small baby pool to the side of the main pool which is 0.5m. Bedrooms: 4 accessible rooms, 110 Double Deluxe non-smoking 112 Double Plus non-smoking (Can be either King or Twin) 136 Standard Double 7

8 168 Double Deluxe non-smoking + walk in shower Bathroom Facilities Grab rails and easy grip handles on taps and toilet flush Higher level toilet Low mounted towel storage and shelving Low level sink (Room 168) Emergency cord (Room 168) Walk in shower seat Bedroom Facilities Low mounted hangers in wardrobe Low level spy hole in the bedroom door Wider doors (83cm) Telephone at bedside Bedside control for lights Emergency cord by bed side The following equipment can be added to any room in the Hotel Handy Bather Elephant feet ( for raising the beds) Bath step Airflow compressor. Grip rails Raised toilet seat Bath board Bath seat Vibrating pillows (Please contact our housekeeping or reception teams) Your room will have a chair at the desk, a comfy chair and coffee table. Should you require more space in your room any of these items can be removed. Please contact either reception, in advance of your stay or housekeeping once you have arrived at the hotel to arrange for furniture to be moved. 8

9 Conference Facilities New Hertford Suite We have two main Suites plus twelve meeting rooms All of our meeting rooms are air-conditioned. Should you require an induction loop we have a mobile one which is keep behind our reception desk. New Hertford Suite has its own induction loop and can hold up to 375 pax We have an additional entrance into the New Hertford Suite, which can be accessed from the car park. Any clients that wish to bring their equipment into the New Hertford Suite have an accessible sloped entrance to the rear of the room. Chipperfield Suite can hold up to 100 pax and there are a few steps leading to the room, but we also have a lift should you require. 9

10 The hire of Audio Visual Equipment can be arranged prior to your event, please inform the conference & Banqueting Sales Person when making your booking All our rooms have natural daylight and are carpeted Our two main function Suite have bars and toilets included in them For the most accessible rooms on the lower ground floor there is no need to use our lift, these rooms are St Albans, Radlett, Boardroom, Abbots, Aldenham and Langley rooms and are located by the disabled entrance. On the ground floor you will need to go through two double wooden doors to take you in to our conference rooms, these can be access using our main lift at the front of the hotel. These rooms are the Sarratt, Shenley, Stanmore, Bovingdon, Boxmore and Bushey. In event of Emergencies: If the alarm bells ring, this will be a continuous siren-like sound, and if you are in your room, please remain there. A staff member will be sent to your room immediately; he or she will knock on your door, and enter using a fire key. They will then assist you either to an area of refuge within the hotel or directly out of the building. If you are assisted to a refuge point, you will be issued with further instructions from the fire coordinator through our staff member. On exiting your room, please do not stop to collect personal belongings other than any medication that you may need. Refuge areas if needed, are by the fire exit outside room 129 In the event of a manual evacuation down fire stairs, should you need, you will be transferred into a lightweight evacuation chair and carried down the stairs and outside. 10

11 In the unlikely event that a member of staff does not reach your room, carefully open the door and check your exit to the refuge point. If it is blocked or if there is smoke, go back into your room and close the door. The door to your room is fire resistant for one hour. We will inform the fire brigade as soon as they arrive of your room number. Do not block the door with anything including towels, as this will prevent the fire brigade from entering your room. Do not open any windows as this can increase air circulation, smoke and flames. If the fire is in your room, get out and close the door behind you, breaking a call point if possible on your way out. The test of the emergency alarms takes place on Mondays at am; the siren will sound for no more than 1 minute. Other Information: For additional assistance prior to your arrival please contact our reservations department via reception on Should you require any assistance during your stay, the duty manager can be reached via the reception desk or on extension 0 We look forward to welcoming you to the Hilton Watford and making your stay and enjoyable one. We hope that the information contained in this pack has been useful, however should you require any further information regarding the facilities at the Hilton Watford, please contact the hotel on

12 INTRODUCTION Be hospitable HILTON UK & IRELAND SUMMARY POLICY STATEMENT ON DISABILITY ACCESS AND SERVICE PROVISION The Hilton Family of Hotels adheres to founder Conrad Hilton's philosophy that "it has been and continues to be our responsibility to fill the earth with the light and warmth of hospitality". This is our inspiration for our over-arching message of kindness and generosity, simply stated as: be hospitable. With this ideal as our cornerstone, Hilton UK & Ireland is committed to providing equality of service, access and facilities for all our guests, regardless of marital status or civil partnership, ethnicity, nationality, religion or philosophical belief, sex, sexual orientation, gender reassignment, pregnancy or maternity, age or disability. As a service provider, Hilton has developed a culture accustomed to reacting promptly and efficiently to all guest requests at whatever level. This same service culture extends to identifying and meeting any specific requirements of our disabled guests, wherever we reasonably can, so that barriers (physical or otherwise) which disabled guests may otherwise encounter can be overcome. Our Policy This Policy sets out Hilton's general ethos in relation to disabled guests at any of our various owned, leased or managed hotels within the United Kingdom ( Hilton UK ). Individual hotels do have their own peculiarities though and will vary in size, design and layout, and the nature of services and facilities offered. As such, if anything in this Policy is a priority for you, we encourage you to check that the relevant hotel is able to offer or accommodate you in the same or a similar way. KEY AREAS Hilton UK s on-going commitment towards effectively servicing our disabled guests are broadly as follows: Bookings 12

13 Bedrooms and Bedroom Sales Accessibility (physical and otherwise) Staff Confidentiality Feedback BOOKINGS Bookings may be made via: Hilton s website ( Hilton is currently working on ensuring that its website is compliant with widely accepted accessibility guidelines, Or By telephone via Reservations and General Enquiries UK: or USA: Prior to booking, you are encouraged to contact either our Guest Disability Assistance team or the Hilton UK hotel of your choice to discuss any particular needs you may have. Specific facilities at individual hotels may be subject to availability. All Hilton Worldwide UK hotels have a dedicated Hotel Accessibility Pack ( HAP ) which sets out specific accessible services and facilities provided at that hotel. HAPs are normally available on request directly from the hotel either prior to making your reservation or on arrival. In any event, a HAP will normally be provided to you when an accessible room is booked and/or an adaption kit is requested. HAPS are available in enhanced print. BEDROOMS AND BEDROOM SALES Hilton UK hotels generally have accessible rooms with accessible bathrooms. For exact specifications in relation to the bedroom and bathroom dimensions and facilities available, please contact the hotel directly or request a HAP. The majority of the Hilton UK accessible rooms can be booked on-line. Otherwise, any further accessible rooms are allocated to disabled guests, subject to availability, on a first come, first served basis. You are of course welcome to request a non-accessible bedroom (subject to availability). These bedrooms will not however be accessible in terms of (for example) its door widths, panic alarms, lowered spy holes turning circles etc. Hilton UK will be able to offer for an adaption kit to be installed for you before or upon your arrival, which will provide certain access aids. Kits may vary between hotels, and you are encouraged to check whether it is appropriate to accommodate your needs. Other possible alterations to assist you to make your stay more comfortable can be discussed and addressed with you on your check-in. 13

14 In addition to the range of other adjustments which we make, where carers to disabled guests need to share the same bedroom as the guest on a twin bedded arrangement, Hilton UK is happy to waive its normal accommodation rate for the carer, for the duration of his or her stay. This means that the accommodation rate will simply be based on the disabled guest. For the avoidance of any doubt however, any requests for a separate or interconnecting room for carers, assistants, family members or any other companion will be charged per room, in accordance with Hilton s standard policy. ACCESSIBILITY Our commitment Hilton UK has invested, and continues to invest, in physical modifications to our hotels and adjustments to our business operations, to ensure accessibility and equal treatment for all our guests. We are aiming to ensure that physical barriers to access in Hilton UK hotels are removed. This includes the installation of ramps and lifts for wheelchair users, induction loops for the hearing impaired, as well as the provision of inclusive gym equipment within fitness centres. We also endeavour to regularly review our services and carry out appropriate audits with the aim of ensuring our services are accessible to all our guests. In addition to accessible rooms, Hilton UK hotels generally offer: a list of local accessible equipment and service providers; and a detailed summary of bedroom types, bathroom specifications, hotel facilities, access equipment, arrangements for guide/assistance dogs, and local attractions available for guests with particular needs. As mentioned above, detailed specifications may be obtained via our HAPs. Further information For your information, below is information on the accessible services and facilities that Hilton UK hotels may generally offer. Detailed specifications can be found in our HAPs: Arrival, Main entrance and reception Hilton UK hotels generally have level access into the reception area, and dropped kerbs, access ramps, automatic door entry buzzer systems and/or platform lifts to facilitate wheelchair users. Induction loops are generally installed at our hotel reception areas. Seating is normally available, as are clip boards, or low level desks for check-in. Registration cards are normally available in large print. On arrival, should you request it, our staff will draw your attention to the accessible services and facilities that the hotel offers. Staff will also be happy to explain or read out any information that you require, and to provide general assistance. 14

15 Where the hotel has limited or no parking, information regarding local car parking facilities may be obtained from the hotel in question. Please let the hotel know if you require assistance on arrival and the anticipated time of your arrival. Emergency procedures Please let the hotel staff knows if you require special assistance in the event of an emergency. The Hotels operate a system of PEEPs (Personal Emergency Evacuation Plans). On check-in to the Hotel, you will be offered the opportunity to discuss and outline any special requirements or assistance you may need should an evacuation of the Hotel be necessary as a result of a fire or other emergency. You will be given a copy of this Emergency Evacuation Plan and we will keep a copy for our Hotel Fire Team to refer to in case of an evacuation taking place during your stay. The Plan will specify which of our Team Members will be designated to assist you, should you require this. In any event, accessible rooms are normally fitted with strobe lights which will come on in an emergency, so that you can be quickly located and assisted, if required. Evacuation chairs are also normally available. Accessible bedrooms and bathrooms are normally fitted with a panic button/emergency assistance pull cord, which will alert staff if you require urgent assistance. Public Areas Access around the public areas of the majority of Hilton UK hotels will be via level access, incorporating access ramps. Platform or passenger lifts may also be available. Our lifts generally have announcement systems to alert you as to the floor you are on and tactile buttons. Hilton UK hotels generally have accessible (disabled) toilet facilities in public areas. Leisure facilities, bars and restaurants Hilton UK hotels generally have accessible leisure facilities. This includes gyms, spas and beauty salons. Health club reception desks are normally fitted with induction loops. In addition, most of our bars and restaurants are accessible, and portable induction loops are generally available on request. Menus are normally offered in enhanced print. Staff are also on hand to explain or read out anything a guest requires, or to provide general assistance. Meeting, function and conference rooms Some of our hotels have meeting, function and conference room facilities. If you wish to hold a meeting, conference or function with one of our hotels, please contact the Conference and Events Team at the hotel in question directly. 15

16 STAFF Guide/assistance dogs Hotel Accessibility Pack Guide dogs are welcome on our properties and in our accessible bedrooms. Prior to arrival, please let us know if you will be accompanied by a guide dog so that we can make the appropriate arrangements. Our ethos is to Be Hospitable, therefore our policy is to ensure that all Hilton UK staff receive appropriate and regular training on diversity issues, to be able to deliver to you the highest level of Best in Class service that we can. We aim to ensure that our rules and policies on diversity and disability are communicated to all staff, including those not providing a direct service to the public, in order to create an all-round hospitable environment for all our guests. Hilton UK expects its staff to be knowledgeable on the accessible features of a hotel and the equipment available for disabled guests. Therefore, Hilton UK endeavours to ensure that staff at all levels knows how to communicate with our disabled guests, so that adjustments may be identified and implemented where appropriate. Hilton UK expects its staff to highlight to disabled guests the facilities available, to discuss a personal emergency evacuation plan with guests if necessary, to be observant and to enquire whether a disabled guest requires personal assistance and/or advice on use of facilities and/or services. If, for any reason, you find that a particular member of staff at one of our Hilton UK hotels is not adequately addressing your needs, please feel free to contact that hotel s General Manager in the first instance. Alternatively, the details for our Guest Disability Assistance team are set out below. CONFIDENTIALITY Should you have any particular requests regarding confidentiality, please let us know. Otherwise, Hilton UK s general policy is to keep all information regarding any guests (including disabled guests) confidential and to only discuss with hotel colleagues as necessary. All personal data released to and obtained by Hilton UK will be stored and processed in accordance with the Data Protection Act FEEDBACK Hilton UK s general policy is to endeavour to respond to any genuine complaints or feedback we may receive as quickly as possible, and to use our best efforts to find a satisfactory solution for all our guests (including our disabled guests and their carers) as far as we reasonably can. If you have any particular need or you wish to discuss any adjustment which may assist in your stay, please do raise this either during your booking, or during your stay with Reception/the General Manager of a hotel or at any stage via our Guest Disability Assistance team. If you are not satisfied for any reason, or you would like to provide us with feedback on your stay, you are welcome to contact us via our Guest Disability Assistance team. 16

17 We do hope however that your stay at our Hilton UK hotels will be as enjoyable as possible. CONTACT DETAILS Hilton UK will aim to keep this Policy under review and may make changes to it from time to time. We will also aim to ensure that the effectiveness of any adjustments already in place are monitored, and the appropriate access audits are conducted. Hilton UK are however dedicated to providing "Best in Class" service - therefore if you have any particular feedback or suggestions on this Policy, please: send them through to our Guest Disability Assistance team; toll free UK: (Monday to Friday UK 9am - 5pm) Guest.Disability.Assistance@Hilton.com or For all other general enquiries or reservations please telephone our Reservations and General Enquiries via: toll free UK: USA: