accessible guest services policy
The Cambridge Suites Hotel, Toronto is committed to excellence in serving all guests, including people with disabilities.
We will ensure that our staff are trained and familiar with various assistive devices that may be used by guests with disabilities who are using our 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 property 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 property. Fees will not be charged for support persons staying in the same suite as the guest.
Support persons will be responsible to pay for charges if they reserve a separate suite. We will notify guests of this charge at the time of reservation.
notice of temporary disruption
In the event of a planned or unexpected disruption to our elevator service, the Cambridge Suites Hotel will notify guests promptly. An announcement will be made and a 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 by the elevators. Guests will also be notified about this disruption upon check in or if the disruption is planned, at the time of reservation.
training for staff
The Cambridge Suites Hotel will provide training to all employees, starting with positions that deal directly with guests, such as:
- Guest Services Agents
- Switchboard Attendants
- Restaurant Staff
- Suite Attendants
- Sales Staff
- Supervisors and Managers
This training will be provided to hotel employees within one (1) month of being hired. Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- The Cambridge Suites Hotel's accessible guest services standards
- 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 hotel wheelchair
- How to set up the accessibility shower benches and raised toilet seats (training for staff required to set up these items in guest suites only)
- What to do if a person with a disability is having difficulty in accessing the Cambridge Suites Hotel's services
Staff will also be trained when changes are made to our accessible guest services standards.
The Cambridge Suites Hotel encourages all guests to provide us with feedback on their experience through verbal communication, email or via comment cards. Guests who wish to provide feedback on the way the Cambridge Suites Hotel provides services to people with disabilities can submit their comments in the same manner. All feedback will be directed to Tim Ostrem, General Manager, and Michelle Rivoire, Guest Services Manager. Complaints will be addressed according to our hotel's regular complaint management procedures and guests can expect to hear back within 72 hours.
modifications to this or other policies
Any policy of the Cambridge Suites Hotel that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Centennials Hotels Ltd.1601 Lower Water Street
P.O. Box 1074
Halifax, Nova Scotia Canada
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