Access Statement

OUTLINE STATEMENT
This Statement is to enable prospective clientele, who may have a wide range of disabilities, to have a better understanding of the facilities of the Osborne Hotel and how these can assist the client when looking to decide whether to stay with us.  As a business, we have taken the necessary steps to become as accessible and inclusive to as many visitors as is reasonably possible.
This Statement is drawn up from guidelines issued by the Disability Rights Commission 1995 and The Equality Act in 2010, in doing so, we believe we have made reasonable adjustments to the way in which we deliver our services, so that they may better meet disabled persons’ requirements.  Furthermore, it is important to recognise that the vast majority of disabled people are not wheelchair users and, therefore, meeting the requirements of disabled persons is more than having an adapted room for wheelchair users.  It is a case of examining the wide range of services we offer and understanding the need for flexibility and communication with all clients.
May I ask all clientele who have any particular access concerns, or requests for extra facilities, to contact the hotel, where we shall be delighted to take these on board and make every effort to ensure a smooth arrival.  We recognise that guests making telephone enquiries and bookings may be reticent to discuss their requirements with us and may not be aware that we are willing to make changes or adjustments to overcome difficulties.  However, please do talk to us and allow us the opportunity to make provisions, if at all possible.  For example, storage of diabetic medicines or medication in a fridge is no problem, but we would ask that all items be clearly marked and in a container when given to Reception for storage.
As a traditional Grade II listed building, we have made many reasonable physical adaptations where possible and, whilst every effort will be made to make your stay enjoyable, we must accept that we may not be able, in every case, to satisfy the wishes of certain disabled clients.

ACCESS AUDIT

At The Osborne Hotel, we treat all our guests as individuals; we have a range of facilities catering for people of all abilities. We take equality legislation seriously and endeavour to provide all of our guests with the best possible experience.  
The Osborne Hotel is situated on the magnificent Hesketh Crescent, situated just above Meadfoot Beach. With its grand façade, opulent interior and wonderful sea views from many of the bedrooms and restaurant; it’s an inspiring and romantic setting for a memorable stay. The Osborne Hotel is approximately a mile from the town centre/harbour, and the main route between the two is via a hill. We have 33 bedrooms, a restaurant, leisure and health club facilities and a function room. Most of our facilities are either on the ground floor or lift-accessible, however, some are only accessible via stairs.

Enquiries and reservations
We always encourage telephone enquiries to discuss your requirements pre-arrival. Please contact us at the number below and one of our team will be happy to assist you in ensuring your stay will be both an enjoyable and memorable one.

Before you arrive
Click here for directions on how to reach us or call us on 01803 213 311.
The nearest railway station is Torquay, allowing you to reach Newton Abbot which have more major cross country & GWR routes that pass through. Their telephone number is Traveline on 0871 200 2233.
The Wheelchair Taxi Company Limited can provide an accessible vehicle for a wheelchair user with notice. Their telephone number is 01803 644644.

The main local bus service is Stagecoach and the closest bus stops can be located along by the harbour on Torquay seafront. Their telephone number is 01392 427711. Our hotel is located on the Local Link 64 route, and the nearest bus stop can be located on the opposite side of the road just outside our hotel entrance. Their telephone number is 01803 644 660.

Car parking and arrival
We have 2 car parks onsite. 1 that is located to the front of the property & an overflow which is located at the rear. There are 2 allocated blue badge parking spaces located at the front of the property, 1 out the front of the main reception, and the other located slightly further down the crescent. 
When parking onsite, we have an ANPR system to ensure that parking is legitimate for day and/or staying guests. To ensure you do not receive a parking fine, please ensure you enter your car registration into a parking terminal onsite. We have one located at reception, outside our gym & on our terrace bar, to ensure that all guests have easy access to this facility.
The car park surface is tarmac. At night there is good lighting outside the hotel.
Porter service is available to help with bags 24 hours a day upon request.
The doorbell is situated on the right-hand side of the entrance, should a guest require assistance in negotiating the doors, which, in cold weather, may be closed.  Although not heavy doors, it is recognised that a wheelchair client may not be able to negotiate the opening of the doors without assistance from the Porters. 
Access to the foyer area from the front hotel car park is through the exterior doors which remain open till midnight, then are closed and locked to anyone without a room key until 7 am. Up three steps, with a portable ramp section available upon request, then through the interior doors which are “push and pull” glass doors. To the right through the double push or pull glass doors is the hotel's main lounge and to the left through the double push or pull glass doors is the hotel's reception and reception lounge. There are a few short pile mats at the entrance and in front of the reception desk.

PUBLIC AREAS

Reception – Ground Floor
The reception is on the ground floor and has level access throughout.
The reception area consists of a laminate floor which is lit by 2 chandeliers, the LED spot lights above reception and lamps to create an ambience at night.
The reception lounge consists of several armchairs and coffee tables which can be used whilst waiting to check in or during the day as comfortable seating.
When approaching the reception desk, there is a short pile mat. A familiarisation tour is available on request.
We have Deafgards onsite, and our employees are trained to use them.

Lifts to all floors
The lift door is approximately 35” wide. The lift is 85” high, 35”in depth and 54” wide.
There is an alarm linked to reception.
There is laminate flooring in the lift, as well as a good contrast of chrome and mirrored walls with a grab rail.
Lighting is from spotlights.

Crescent Restaurant – Ground Floor
The entrance to the Crescent Restaurant is beside the hotel reception through double push or pull glass doors. The restaurant has level access, and the floor consists of laminate flooring. There are 3 chandeliers, multiple sconces and lamps to ensure adequate lighting throughout.
There is various seating in our Crescent Restaurant ranging from slightly lower-level seating with short back chairs & lower-level leather seating with higher-backed chairs.
Seating close to the entrance may be requested to save a lengthy walk and all tables are fully accessible. Please indicate on booking, your requirements. Table service is provided and should you wish to remain in the lounges or bar area, then table service can be provided to you.
Dietary requirements can in most cases be fully met, but we would ask that specific needs are communicated to us in advance when booking, should we need to cater for a diet outside of our normal range.  Full Vegetarian choices are always available.
Should you require meals to be served in your room due to illness or inability to attend in the main Restaurant, please contact Reception or the Duty Manager, who will ensure you are served in your room.
Menus can be read to guests at the table or sent up to rooms prior to meals, in order to assist guests’ ability to choose. Regrettably, we do not supply a Braille service.
At the far end of our Crescent Restaurant is our Breakfast alcove. This is accessible via one step and is where we serve our buffet breakfast items. If this area is inaccessible to a guest, the buffet items can be ordered for table service with your waiter or waitress. 
There are two fire exits within the Crescent Restaurant, one leads you outside to the front of the property down 3 steps. The other is beside the breakfast alcove and leads you to house 5 entrance corridor, from here you can turn left and exit to the front of the property down 3 steps. 

Crescent Bar – Ground Floor within the Crescent Restaurant
To access the bar, you have to pass into the Crescent Restaurant and walk round to the right, where there is 1 step up to the bar level.
The seating is at a low level, and the area is lit by hanging lights both above the bar itself and the seating area. Service is usually at the bar, but drinks and food can be served at the table on request. We do our best to cater for any dietary requirements. Please contact us in advance with any specific requests. Large print menus are available. All employees can assist by running through the menus with you.

Public Toilets - Lower Ground Floor
Public Toilets are located on the lower ground floor which is accessible via the hotel lift, when exiting the lift, take the corridor to the left and go through a push door 29.5’’ wide. Both female and gents toilets are on the left of this corridor through push doors which are approximately 31.5’’ wide.
The doors to the toilets can be accessed using standard-sized wheelchairs, however, regrettably, large chairs and powered chairs cannot navigate through. 
There are three cubicles in the female toilets each of these is approximately 22’’ wide. There are two wash basins both are 32’’ high.
There are 3 cubicles in the gent's toilets each of these is approximately 30’’ wide. There is 1 wash basin which is 34’’ high.

Terrace – Opposite hotel entrance
The Terrace is open seasonally and can be accessed at the front of the hotel. 
There are 3 tiers of seating, where the top is flat paved and accessible from the road edge and the lower can be accessed via ramp. To access the middle terrace there are 3 steps from the roadside & an additional 2 steps which allow you access between the middle and lower terrace.
The Terrace bar itself is located on the middle terrace, however, it is usually table service so there is no need to approach the bar as our waiting staff will come to you

.
Wedding Terrace
Our Wedding Terrace can be accessed via stairs, with a handrail, or via a ramp and gravelled path. Our Wedding Terrace is usually hired out for function use, however, is open to be used by guests if it’s available.
The pagoda is situated on the far side of the wedding terrace and is made of wooden decking. There is a step up to get onto it from the paved wedding terrace.
The wedding terrace is situated on a slope. 

Lounge
The Crescent lounge is situated on the ground floor with level entry through double push or pull glass doors. Lighting is by chandelier and sconces. There is a mix of seating with individual high-back chairs and low-level chairs and settees. This room has a black carpet with flicks of colour.

Function Room
The Crescent Function Room is situated on the group floor with level entry through our Crescent lounge. There are bi-fold doors from the lounge to the function room, usually only one of these doors will be open, however, during events the bifold doors may all be open to create a larger room. Standard meeting room chairs are generally used throughout the function room, however our clients can hire chairs / additional flooring from local suppliers. Once in our function room, there is laminate flooring throughout & a private bar located on the far left. There is a private staircase for function guests to access the toilets, which although does have a handrail is rather steep. Alternatively, guests can return to the hotel reception and take the central lift to the lower ground floor to access the toilets. There is another entrance/exit in the function room through a push door which takes you to a small porch then the exterior door is a pull door. Once outside there are 2 steps down to the path at the front of the hotel.

ROOMS

Single Inland Rooms
We have two of this type of room, the first located on the 2nd mezzanine, which can be accessed via stairs or a combination of the lift and one flight of stairs. This room has a shower over the bath and is a very compact room. The other is located on the 3rd floor, which can be accessed by the lift and has a walk-in shower. This room is also very compact. Lighting from the main and bedside lights, good contrast between the floor, walls and doors, short pile carpet, all bedding is non-feather, widescreen digital television with remote control and subtitles. Bedside telephone with direct dial to the hotel reception. Rubber bath mats are available upon request and all bath tubs are of a standard height.

Economy Inland Double Rooms
All our economy inland double rooms are located on the 1st mezzanine and are accessed by taking one flight of stairs from the ground floor. All three of these rooms have showers over the bath and are compact rooms. Lighting from the main and bedside lights, a good contrast between the floor, walls and doors, short pile carpet, all bedding is non-feather, widescreen digital television with remote control and subtitles. Bedside telephone with direct dial to hotel reception. Rubber bath mats are available upon request and all bath tubs are of a standard height.

Inland Double Rooms / Twin Rooms
Our inland double and twin rooms are located on the 1st mezzanine, 1st floor, 2nd mezzanine, 2nd floor, and 3rd floor. The rooms on floors can be accessed via lift and the mezzanine levels are only accessible via stairs. Three of these rooms have walk-in showers with separate bathtubs, however, only one has both lift access and walk-in shower. The remaining all have a shower over the bath. Lighting from the main and bedside lights, good contrast between the floor, walls and doors, short pile carpet, all bedding is non-feather, widescreen digital television with remote control and subtitles. Bedside telephone with direct dial to the hotel reception. Rubber bath mats are available upon request and all bath tubs are of a standard height.

Inland Family Room
We have only one Inland family room, which is located on the 1st mezzanine but does require you to climb two flights of stairs. In the room, there is also a flight of stairs down to the bathroom, which has both a walk-in shower and a bath. Lighting from the main and bedside lights, good contrast between the floor, walls and doors, short pile carpet, all bedding is non-feather, widescreen digital television with remote control and subtitles. Bedside telephone with direct dial to the hotel reception. Rubber bath mats are available upon request and all bath tubs are of a standard height.

Double Seaview Rooms
All three of our Seaview double rooms are located on the 3rd floor, which can be accessed directly via the lift. There are two steps located in each room separating the bathroom area from the bedroom. The bathrooms consist of a shower over the bath in all three rooms. Lighting from the main and bedside lights, good contrast between the floor, walls and doors, short pile carpet, all bedding is non-feather, widescreen digital television with remote control and subtitles. Bedside telephone with direct dial to the hotel reception. Rubber bath mats are available upon request and all bath tubs are of a standard height.

Superior Seaview Rooms
We have two of these rooms. One of which is located on the 1st floor and the other on the second floor. Both rooms are directly accessible via the lift and have a walk-in shower only. These rooms are slightly larger including a sofa seating area. Lighting from the main and bedside lights, good contrast between the floor, walls and doors, short pile carpet, all bedding is non-feather, widescreen digital television with remote control and subtitles. Bedside telephone with direct dial to the hotel reception. Rubber bath mats are available upon request and all bath tubs are of a standard height.

Junior Suite
Our Junior Suites are located on the 1st and 2nd floors, which are all accessible via the lift. These rooms have both a walk-in shower and a separate bathtub. These rooms are slightly larger including a sofa seating area. Lighting from the main and bedside lights, good contrast between the floor, walls and doors, short pile carpet, all bedding is non-feather, widescreen digital television with remote control and subtitles. Bedside telephone with direct dial to the hotel reception. Rubber bath mats are available upon request and all bath tubs are of a standard height.

Seaview Family Rooms
Our Seaview family rooms are both located on the 3rd floor, which are accessible via lift. Each room has 3 steps in them to get into the room. The en-suites have showers over the bath. Lighting from the main and bedside lights, good contrast between the floor, walls and doors, short pile carpet, all bedding is non-feather, widescreen digital television with remote control and subtitles. Bedside telephone with direct dial to the hotel reception. Rubber bath mats are available upon request and all bath tubs are of a standard height.

LEISURE FACILITIES

Indoor Swimming Pool
Our indoor pool is located on the lower ground floor. As you enter, the changing rooms are on the right-hand side, the pool is a raised level pool and requires walking up approximately 11 steps to get to the poolside. Access to the pool is via graded steps with handrails. Located next to the pool is the viewing platform which is up another two steps. On the viewing platform is a sauna. 

Outdoor Swimming Pool
Our outdoor pool is located within the grounds at the front of the property. To access the outdoor pool you would exit the hotel via the main entrance, cross the road and follow the path to the right of the terrace which leads you down to the outdoor pool gate. 

GYM
The gym is located on the lower ground floor and can be accessed via the lift. All three rooms in the gym are on a level.

Gardens
The gardens are on a steep incline with many steps to access the walkways and coastal path. The paths are a mixture of wood, gravel, tarmac, and steep gradients.

Outdoor Play Area
The outdoor play area is situated beside the outdoor pool and is accessed by crossing the road outside the main hotel entrance and following the path through the gardens to the right of the terrace. This path is predominately gravel.

Evacuation
Should evacuation be necessary, our alarm will sound continuously.
Should you require assistance, a PEEP (Personal Emergency Evacuation Plan) will be completed at check in to establish a plan for evacuation for you. Our Assembly point is the top terrace. 
In the event of the fire alarms being activated, the lifts are automatically grounded to the reception level.
Additional Information
All of our employees receive regular disability awareness training.
Guide dogs and accredited assistance dogs are welcome throughout our hotel.  A water bowl is available just outside the main entrance for assistance dogs and one can be supplied for bedrooms where necessary.
Room service is available 24 hours.
The nearest General Hospital with an A&E unit is in Torbay Hospital, Newton Rd, Torquay TQ2 7AA (4.3 miles away)
Free Wi-Fi Internet access is available in bedrooms and throughout the hotel.
We can offer a list of nearby attractions and details of their Access Statements for information, where available.
We have tried to be as accurate as possible and have included as many details as we can in our Accessibility Statement, however, we do welcome your feedback to evolve the information and services we provide.

If you require further assistance, please contact the hotel:
01803 213311