Accessible Customer Service Plan
Providing Goods and Services to People with Disabilities
The Gladstone Hotel is committed to excellence in serving all customers including people with disabilities.
We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
We will communicate with people with disabilities in ways that take into account their disability.
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged to support persons for admission to The Gladstone Hotel’s premises. We will notify customers of this through a notice posted on our premises.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities i.e. the accessible washroom, mobility device access ramp, the Gladstone Hotel will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
The notice will be placed on the door of the accessible washroom and at the entrance point to the mobility device access ramp.
Training for staff
The Gladstone Hotel will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained:
“All staff and management of the Gladstone Hotel”
This training will be provided to staff within the first 6 months of hire.
Training will include:
• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• The Gladstone Hotel’s accessible customer service plan.
• How to interact and communicate with people with various types of disabilities
• How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
• How to use the mobility device access ramp bell and the location of the accessible washroom.
• What to do if a person with a disability is having difficulty in accessing The Gladstone Hotel’s goods and services
Staff will also be trained when changes are made to our accessible customer service plan.
Customers who wish to provide feedback on the way The Gladstone Hotel provides goods and services to people with disabilities can contact management via email, verbally, suggestion box or feedback card. . All feedback will be directed to the appropriate department heads. Customers can expect to hear back in 3 days. Complaints will be addressed according to our organization’s regular complaint management procedures.
Modifications to this or other policies
Any policy of The Gladstone Hotel that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
This information is available in hard copy at the front desk. It can be printed in both small and large type formats.
Feedback cards are available at the front desk or download HERE.