The Chelsea Hotel, Toronto is committed to ensuring that we serve guests with disabilities in the same manner as all guests - consistent with the principles of independence, dignity, integration and equal opportunity.
Chelsea Hotel, Toronto is committed to excellence in serving all customers
including people with disabilities. We will carry out our functions and
responsibilities in the following areas:
Any communication between The Chelsea Hotel, Toronto and their customers or
the public will be conducted in a manner that takes into account an
individual’s disability. An understanding shall be reached on how it is best to
communicate with a person with a disability on a case by case basis. This may
include, but will not be limited to, the following methods:
The team at The Chelsea Hotel, Toronto is committed to providing accessible telephone communication. This will be done through training in Accessible Customer Service, and the management and staff are expected to communicate with all customers by speaking clearly, directly and using plain language. When available and appropriate, technological aides will be used to assist with communication. When clear and precise communication over the telephone is not possible, alternative arrangements will be made. Accessible Customer Service Policy
We will train all employees who communicate with customers on how to interact and communicate with people with various types of disabilities.
We are committed to serving people with disabilities, who use assistive devices to obtain, use, or benefit from our goods and services. At no time will anyone using an assistive device be denied access to their device while using the facilities of the Chelsea Hotel, Toronto, unless there is a preexisting law prohibiting the use of the device. We will also ensure that our team members that would supply the following assistive devices to our guests to use while staying with us are trained on the use and operation of the devices. These devices are available on a first come, first serve basis. The following list of assistive devices will be available for use at The Chelsea Hotel, Toronto.
We are committed to welcoming people with disabilities who are accompanied by a service animal in all areas of our hotel that are open to the public except, where the animal is otherwise excluded by law. In these instances, appropriate alternatives will be offered. . We will also ensure that all employees, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
We are committed to welcoming people with disabilities who are accompanied by a support person. If a guest with a disability is accompanied by a support person we will ensure that the guest has access to the support person at all times while on the premises. In situations where confidential information might be discussed, consent will be obtained from the guest, prior to any conversation.
When a person with a disability is accompanied by a support person they will not pay an additional person charge when staying in the same room. (Single occupancy rate) When a person with a disability is accompanied by a support person and we do not have an accessible room available to accommodate them (i.e. room with 2 beds or sold out accessible room with 2 beds) we will offer the second room at a special support person’s rate. If the room with one bed can fit a cot, and the person with the disability agrees, the cot will be complimentary. Support persons who are staying in their own room are responsible to pay full price for any incidental charges. Guests will be informed of this while making a reservation.
We will provide guests with notice in the event of a planned or unexpected
disruption in our hotel as it relates to facilities or services. This notice
will include information about the reason for the disruption, its anticipated
duration, and a description of alternative facilities or services, if
available. When we are aware of the disruption we will communicate the
disruption in the following ways:
1. Chelsea Standard Disruption Signage
Chelsea Hotel, Toronto is committed to providing training on how to serve
guests with disabilities to team members, and anyone else who interacts with
the public, or develops policies, practices, and procedures on behalf of
Chelsea Hotel, Toronto. This training will be provided for all existing
colleagues of Chelsea Hotel Toronto in the province of Ontario by the
compliance deadline of January 1, 2012. All new colleagues hired after the
compliance deadline will be trained within 90 days of hire as part of our
standardized on boarding process. We will ensure that third party
representatives have acknowledged the training requirements of the legislation.
Training will include the following:
The purposes of the accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
The Chelsea Hotel, Toronto’s Serving Guest with Disabilities Policy which includes:
The ultimate goal of The Chelsea Hotel, Toronto is to meet and surpass
customer expectations while serving customers with disabilities. Comments on
our services regarding how well those expectations are being met are welcome
and appreciated. Feedback regarding your stay and our services to guests with
disabilities can be made in the following ways:
All guests who have submitted feedback using the above mention methods will receive a response and/or acknowledgement from the hotels Guest relations team within 24 hours of receiving the feedback.
We will communicate to guests with disabilities using their preferred method of communication if this information has been provided to us, or in the method that is most appropriate taking the specific disability into consideration.
The Chelsea Hotel, Toronto is committed to ensuring that we provide our services in a way that respects the dignity and independence of people with disabilities, we welcome feedback at any time. Questions regarding this Accessible Customer Service policy should be directed to the Director of Rooms at The Chelsea Hotel, Toronto. Appropriate documentation, including policies, standards and procedures are available upon request.
Chelsea Hotel, Toronto is proud to provide accessible accommodations for people with disabilities. Our partial and fully accessible rooms feature wider width doors, safety bars, handheld showerheads and more. TTY Typewriter, Clock Control Centre, bed shaker, telephone volume apparatus and doorknockers are also available upon request
FULLY MODIFIED ACCESSIBLE ROOMS
MODIFIED ACCESSIBLE ROOM