Guidance on accessibility of large hotel premises and ... - VisitEngland

Introduction to PAS 88<strong>Guidance</strong> on accessibilityof large hotel premisesand hotel chainsIn association with:

PAS 88:2008OverviewThe British Standards Institution (BSI) worked together with theDisability Rights Commission (DRC), latterly the Equality andHuman Rights Commission, and VisitBritain to develop a PubliclyAvailable Specification (PAS) that standardizes the accessibilityand services offered by large hotel premises and hotel chains todisabled people or people with a long-term health condition inthe UK. The PAS provides information for large hotel premisesand hotel chains seeking to meet the requirements of theDisability Discrimination Act (DDA) 1995.PAS 88 – <strong>Guidance</strong> on accessibility of large hotel premises andhotel chains contains principles of good practice based upon theduty to make reasonable adjustments and to ensure services areaccessible to disabled people as contained in the DDA 1995 asamended 2005.If you are using hotel services and would like assuranceregarding hotel policies and services for disabled visitors, youcan ask the hotel staff whether they are operating in line withthe guidance given in PAS 88.PAS 88 can be purchased from www.bsi-global.com/en/shop.© BSI March 2008 2

PAS 88:2008The Disability Discrimination Act 1995Under Part 3 of the Disability Discrimination Act 1995 hoteliershave a duty to ensure that access to their hotel facilities andservices for disabled people is as close as is reasonably possibleto the standard normally offered to the public at large. Sincethe DDA came into force in December 1996 it has been unlawfulto discriminate against disabled customers by:● refusing service;● providing a lower standard of service;● providing the service on worse terms;● failure to make reasonable adjustments.The law uses the phrase ‘reasonable adjustment’ to allowdifferent solutions in different situations. Service providersare required to make reasonable adjustments to policies orprocedures that would otherwise make it unreasonablydifficult for disabled customers to use their service, for exampleadjusting a no dogs policy to allow a customer to enter thepremises with an assistance dog.Since October 2004, where a physical feature makes itimpossible or unreasonably difficult for disabled persons toaccess goods or services, all businesses are now required totake reasonable steps to:● remove the feature; or● alter it so it no longer has that effect; or© BSI March 2008 3

PAS 88:2008● provide a reasonable means of avoiding the feature; or● provide an alternative method of making the serviceavailable.However, the Code of Practice – Rights of Access: Services tothe public, public authority functions, private clubs andpremises 2006 does say that what is reasonable may varyaccording to the:● type of services being provided;● nature of the service provider and its size and resources;● effect of the disability on the individual disabled person.It is also unlawful for hotels to pass on any cost of a reasonableadjustment to disabled visitors. Where reasonable adjustmentshave been made to ensure that a certain facility or service isaccessible for a disabled visitor this should be provided on acomplimentary basis as part of a hotel’s general expenses.© BSI March 2008 4

PAS 88:2008What PAS 88 covers?PAS 88 provides guidance for hoteliers in the following areas:Access strategiesInvolvement of disabled people in planningStaff trainingAccessible formats for information and websitesTransport provisionsCar parkingAccess routes to and around buildingsEntry and exits to premisesMovement around floors or levelsEntrance hall and receptionCheck-inCorridors and passagewaysMovement between floors and levelsInterior features and designCommunal areasLavatories and changing facilities in public areas© BSI March 2008 5

PAS 88:2008Accessible bedroomsAccessible bathroomsPublic telephones, public internet access and vendingmachinesLeisure facilitiesRetail outlets, coffee shops and amenitiesSurrounds and gardensCheck-outConferencing, banqueting and entertainment© BSI March 2008 6

PAS 88:2008What if I have query?In the event that you are unhappy with the accessibilityprovisions in a hotel you should first raise the problem with thehotel. It is best if this is done at the time that the problemoccurs. If the problem has not been dealt with to yoursatisfaction you should write to the manager. If a satisfactoryconclusion is not reached the Equality and Human RightsCommission helpline can give information and guidance ondisability discrimination and what to do if you think you mayhave been discriminated against. They can also provide you witha copy of PAS 88.If you have a query about equalities or discrimination youcan also check their range of publications on their website:www.equalityhumanrights.com. If you think you may have beendiscriminated against, check their Your Rights section.You can contact the helpline by telephone, textphone, letter,email or fax. If you are a British Sign Language user or havea learning disability, and would prefer to contact themface-to-face, they can arrange a videophone call with you.Below you will find the helpline addresses and contactnumbers available to you. If, however, you wish to submitan enquiry please use the web enquiry form.© BSI March 2008 7

PAS 88:2008EnglandEquality and Human Rights Commission Disabilityhelpline EnglandFreepost RRLL-GHUX-CTRXArndale HouseArndale CentreManchesterM4 3EQTelephone: 08456 046 610Textphone: 08456 046 620Fax: 08456 046 6309am-5pm Monday to Friday, except Wednesday 9am-8pmWalesEquality and Human Rights Commission helpline WalesFreepost RRLR-UEYB-UYZL1st Floor3 Callaghan SquareCardiffCF10 5BTTelephone: 08456 048 810Textphone: 08456 048 820Fax: 08456 048 8309am-5pm Monday to Friday, except Wednesday 9am-8pm© BSI March 2008 8

PAS 88:2008ScotlandEquality and Human Rights Commission helpline ScotlandFreepost RRLL-GYLB-UJTAThe Optima Building58 Robertson StreetGlasgowG2 8DUTelephone: 08456 045 510Textphone: 08456 045 520Fax: 08456 045 5309am-5pm Monday to Friday, except Wednesday 9am-8pm© BSI March 2008 9

PAS 88:2008The recognition of good practice in hotels is a critical stepin removing the barriers disabled people face in goingabout their daily lives. Disabled people, their families,friends and colleagues can now be reassured that theycan expect access to large chains comfortably, not haveto plan minutiae of detail in advance, justify theirimpairment-related requirements in a crowded lobbyor be turned away on arrival due to lack of access.Baroness Jane Campbell, Equality and Human RightsCommissionThe guidance given in PAS 88 builds on the substantialwork provided in the National Accessible Scheme andprovides additional practical advice which will be usefulto accommodation operators, especially the hotel sector.The help and advice available in PAS 88 will guide largehotels and hotel chains who are unsure about theprovision they should be making for disabled people andwill enable consumers to be more confident that theirneeds will be catered for if a hotel is following the advicein the PAS 88. It is an invaluable tool.Jeremy Brinkworth, Quality General Manager, VisitBritain© BSI March 2008 10

PAS 88:2008The British Hospitality Association was very pleased to beable to work with its key hotel members on PAS 88. Weare delighted to encourage all hotels to do everythingpossible to make it easier for those with any kind ofdisability to book and stay at a hotel. The guidance thatPAS 88 gives is invaluable. It will, I know, be of greatbenefit to both hoteliers and their guests by makinghotels more accessible to all.Bob Cotton, Chief Executive of The British HospitalityAssociationPAS 88 has been developed to help hotel companiesextend a welcome for all guests and to meet theirongoing obligations under the Disability DiscriminationAct. It explains ways of achieving this in association withBritish Standards, the Building Regulations and guidancefrom tourism authorities in the United Kingdom. It shouldbe considered a useful tool as part of this process.Brian Seaman, Tourism for All© BSI March 2008 11

PAS 88:2008Whitbread Group plc takes the equal treatment of all ofour guests very seriously indeed. We believe that the© BSI March 2008new PAS will be of great assistance to ourselves, and thehotel industry in general, in our continual efforts toimprove the service we provide to our disabled guests.Shaun Ross, Whitbread Group plc© BSI March 2008 12

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