Accessibility

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Support Persons

The Victoria Inn welcomes support persons to all of our hotels. We also welcome persons disabled by barriers to enter the premises with their support person and have access to their support person at all times while on-site. Advance notice would be provided if the support persons must pay admission or service fees and the amount payable, if any.

Assistive Devices

Persons with disabilities may use their personal assistive devices when accessing our facilities. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our facilities. We will ensure that our employees are trained and familiar with various assistive devices that we have on site or that we provide that may be used by customers with disabilities while accessing our facilities.

Communication

We will communicate with persons with disabilities in ways that take into account their disability. We will work with the person with a disability to determine what method of communication works for them. If there are any disruptions in service at our facility that will affect individuals with disabilities, every effort will be made to provide an alternative so that service may still be provided. Any disruptions will be posted.

Service Animals

The Victoria Inn welcomes service animals to all of our hotels. Service animals are allowed on the parts of our premises that are open to the public. A service animal may be identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

However, it is not a requirement in Manitoba for them to wear a vest or harness. If you are unsure, you may ask what type of assistance the animal has been trained to provide. It is not appropriate to ask for the service animal to demonstrate that task.

Facility Maintenance

The Victoria Inn maintain their accessibility features so that they are available for intended use (e.g. automatic doors working properly, aisles and entryways are clear of clutter). We provide notice of disruption that includes a reason for the disruption, how long features are expected to be unavailable, and alternate means of accessing goods and services, if any. We will ensure that notices pertaining to the disruption of accessibility features be prominently displayed on the applicable premises and corresponding website, or be given by other means that are reasonable under the circumstances.

Training

The Victoria Inn will provide accessible customer service training to all employees. They will be trained on accessible customer service within 30 days of being hired.

Training will include:

• a review of The Accessibility for Manitobans Act, The Accessible Customer Service Standard Regulation and The Manitoba Human Rights Code.

• purpose of the Accessibility for Manitobans Act, 2013 and the requirements of the customer service standard.

• The Victoria Inn policies related to the customer service standard.

• 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 equipment or devices available on-site or otherwise that may help with providing services to people with disabilities.

Staff will also be trained when changes are made to our accessible customer service policies.

Feedback process

The Victoria Inn welcomes feedback on how we provide accessible customer service. Guest feedback will help us identify barriers and respond to concerns. Guests can provide feedback in the following ways:

• Hotel guests can fill out an email survey that will be provided to them.

• General Managers at the properties can be emailed directly.

• in person: Guests can speak with any of our associates regarding their concerns.

All feedback, including complaints, will be reviewed by the General Manager, and customers can expect to hear back from the General Manager regarding their concerns. The Victoria Inn will make sure our feedback process is accessible to persons with disabilities by providing or arranging for accessible formats and communication supports, on request. We will document all actions we take in response to feedback received on accessible customer service, and upon request, make that documentation available in a manner suitable for persons disabled by barriers.

Availability of policy

The Victoria Inn will have our Manitoba Accessibility Policy available to all employees and the public upon request. A copy will be kept on hand at the front desk of all our hotels. The Victoria Inn will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and at no additional cost. The Victoria Inn provides notice that customer service measures, policies and practices are available. The hotels of The Victoria Inn prominently display this notice on their premises and on our website, and will be given by other means that are reasonable in the circumstances.

Modifications to this or other policies

Any policies of The Victoria Inn that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.