Hilton Hotels in London

I have been concentrating my research into hotel accessible guest accommodation in London and even after several months I have only touched the tip of the iceberg.  Like a lot of hotels the Hilton is part of a portfolio of worldwide hotels and resorts founded by Conrad Hilton in 1919.

In London the Hilton Hotel has twelve establishments and they are: Angel Islington, Bankside, Canary Wharf, Euston, Green Park, Hyde Park, Kensington, Metropole, Olympia, Paddington, Tower Bridge, Park Lane, The Waldorf and The Trafalgar London.
My research has shown that these hotels have 4,818 rooms and suites in total and 113 of these are accessible guest rooms which is approximately 2.34%.  If regulations mean anything then the percentage of guest accommodation should be around 5%.  I do understand that some buildings cannot be altered or adapted because they may be a listed building or be of some historical interest but not every hotel.  New builds should be made to abide by the Building Regulations.

Most hotel websites that I have viewd have little or no information about about accessible guest rooms, accessibility around the hotel, facilities and there are few photographs. I was happy to have stumbled across a Hotel Accessibility Pack which can be found on the websites of eleven of the twelve Hilton Hotels in London.  However, these packs do not have an obvious link.  On the left hand side of the home page there is a link "Hotel Details" click and this will take you onto another page and you will find another link "Hotel Policies" click on this link and onto yet another page.  On this page you will find a link for "Hotel Accessibility Pack" which will open or download.

All the Hotel Accessibility Packs I have read are complete and include everything that is necessary for a successful stay.  A majority of of the packs give precise information about their accessible rooms giving exact details on the room and bathroom facilities.  One of my pet hates is that most hotels have accessible bathrooms or wetrooms that seem "medicalised" or "clinical" so it was refreshing to see the below image that is linked to Hilton's Angel Islington Hotel.

It however, would nice to view assessible rooms alongside other guest rooms and suites and have a photograph or two.  It actually feels as if they don't want disabled guests and that's probably not true but that is how it feels when you can't find any information.

 DoubleTree by Hilton is another brand in the Hilton Portfolio and has eight hotels in London and they are DoubleTree by Hilton Chelsea, Hyde Park, Islington, Marble Arch, Tower of London, Victoria, West End and Westminster.  My research has shown that these hotels have
2,394 rooms and suites.  DoubleTree have accessible guest rooms because they are listed alongside other guest accommodation.  The DoubleTree websites do not have much accessibility information .  Only the Tower of London Hotel website has a Hotel Accessibility Pack which details the hotels accessibility facilities and information about the accessible guest accommodation.  The hotel has 29 Queen Rooms and 1 King Accessible Suite all with roll-in shower.  The hotel actually does have about the correct number of accessible rooms.  Until I started my research I had not heard of DoubleTree by Hilton but I do like what I have seen even if it is from what I have read.

To continue...

Accessible guest rooms on 5th, 14th, 15th, 16th and 17th floors

London Hilton on Park Lane

In doing my research I discovered that the London Hilton on Park Lane's accessibility pack contained some information that was eye-opening.
Being disabled myself and unable to use stairs in an emergency evacuation situation and with the recent attacks in Paris in November the location of suitable accommodation has been  an increasing factor when choosing a hotel.  As a rule I always look for accessible guest rooms that are either on the ground or first floor.  The reason for this is that the only way I could safely evacuate a building is by using an evacuation chair.  So when I read that the accessible guest rooms at this hotel are on the 5th (523), 14th (1423), 15th (1523), 16th (1623) and 17th (1723) floors I was flabbergasted; where was the thinking involved there.  It is normal to have two flights of stairs between floors and I calculated that as ten flights of stairs if you are on the 5th floor and up to 34 flights of stairs if you are on the 17th.  I have read the pack and although it mentions a "disabled" lift it doesn't expand to say if

Evac Chair

it is a "fire" lift.  It does mention safe areas which are usually protected by a fire doors where guests unable to evacuate a premises because of limited mobility or disability wait until the fire service reaches them.
The evac chair on the left is  typical of what you will find in buildings such as hotels and office blocks.  I have been fortunate that I have never had to use one in an actual emergency but have used one in many drills at work with my buddy.  For people like myself who have spinal damage or injuries it is uncomfortable to say the least.  The other important factor when using a evac chair is your buddy or operator has to be around the same weight to counter balance.  Even though these chairs do 90% of the work you would still need two operators. The hotel pack does say that if you require assistance you should discuss a "PEEPS" (Personal Emergency Evacuation Plan) with the hotel on arrival.
I am currently looking at London hotels as I want to book a weekend break and I am afraid I don't want to wait until I arrive at the hotel before I can find out about emergency evacuation procedures.

Personal Emergency Evacuation Plans

Personal Emergency Evacuation Plans or "PEEPS" as there more commonly known are

evacuation plans that are produced in consultation with a disabled person should a building such as a workplace or hotel need evacuating in an emergency.
In my whole life I have only ever had two "PEEPS" produced, one while I was employed as a civil servant and the other when I stayed at the Holiday Inn in Stratford upon Avon.  This is pretty poor considering the amount of stays that I have had in hotels.

At one  Holiday Inn Express in London  which is independently owned and operated by Atlas Hotels ltd under licence from IHG Hotels limited has never mentioned producing a "PEEPS" to me on the countless times I have stayed there between June 2014 - May 2015.  This hotel only has two accessible rooms (005 and 015) and we have often had to book a family room when they are not available.  Even when I have booked these rooms I have asked for certain rooms (003 and 006) because the step in shower is on the left in the shower room and easier for me to navigate.  I have stayed at this hotel an average of two times a month and the staff knew us very well but not once was a "PEEPS" discussed with me.

On two occasions the fire alarm was sounded.  The first time we were in a family room and the alarm sounded around 6am and we were woken up from a dead sleep.  My friend help me get some clothes on and we were about to leave the room when the alarm stop, later that morning we were told it was someone who had not shut the bathroom door when showering.  The second time I was in an accessible guestroom and it was early evening and the alarm went off and we left the room and made our way down the corridor towards the reception and was informed it was someone smoking with their window open.  On both these occasions no member of staff came and knocked on our door to see if I was alright or needed help, they knew I was disabled and I am only grateful that we were on the ground floor.  On one occasion there was a mix up and for one night we were on the 2nd floor      

The hotel only has one lift and that is dodgy at the best of the times and too be totally honest I was worried sick in case the fire alarm sounded as I had no idea how I would evacuate the building.  I cannot use stairs and I had no idea if they had an evac chair or trained staff on duty.

I have not stayed at that Holiday Inn Express for a few months and after a couple of incidents I'm in no hurry to go back but if I do I will ask for a "PEEPS" to be produced.   As far as I am aware there is legistlation that states that disabled people should be made aware that a "PEEPS" may be required.  I was unaware what a "PEEPS" was until I had my first one produced and there maybe disabled people out there that are equally unaware.  I am also not sure if it is something that the hotel reception should mention or if it is up to the disabled guest.  If it is for the hotel to mention I have never had anyone ask me apart from the one time.  From my own understanding it is not only guests in accessible guestrooms that should be offered a "PEEPS" but anyone staying in the hotel who is disabled, as we all know there are never more than a couple of accessible rooms so there are always people who are in standard accommodation.  

Doing research into hotels has become a bit of an eye opener I am finding all sorts of things that I was totally unaware.  

I think that hotels do not have enough information about disability or the needs and wants of the disabled person, I believe that if they want to get things right from the design of accessible guestrooms to facilities and health and safety they need to ask disabled people. 

   

Advantangeous for hotels to add more accessible accommodation

For several months now I have been doing my own research into hotel accessible guest accommodation and so far I have to say it's been a mixed bag.  I have found that many hotels have

Holiday Inn London Oxford Circus

only 1% to 5% of their guest accommodation is accessible rather than the number of guestrooms that the Building Regulations ( Part M1 4.24g) suggest they should have unless there are compelling reasons for not doing so.  Legislation states that for every twenty guestrooms there should be one accessible guestroom but from my own research and personal knowledge this is not happening.  As far as I am aware it is hard to enforce this legislation and if it was easy why isn't someone doing it.

I not sure how the hotel industry views people with disabilities as on occasions I have felt that hotel staff are rather uncomfortable and somewhat unsure when they see I am disabled and have often taken the easier option of speaking to the person with me rather than me.  Most of my travelling is done with my best friend of 30 years plus and the staff look rather embarrassed when she passes the hotel registration form to me to sign.  I think staff in general have a preconceived idea of what a disabled person should be like.  I put this down to lack of awareness training from their employer or organisation. 

Accessible hotel rooms are more often than not based on a standard equivalent guestroom and this is something that really annoys me more than the lack of accessible guestrooms and it feels as if I should be grateful for what I am offered. Standard hotel rooms have the basics, a bed, bedside tables, desk and chair, hospitality tray, small comfy chair, TV and somewhere to put your clothes.  When I stay at a hotel I want more than just a standard room I want to have a room with a view.  I want to have a seating area with a sofa and not just one chair, not all disabled people are in a wheelchair so more than one comfy chair

Executive Lounge at Hilton NEC

would be good.  I would like to have extras such as a better hospitality tray, a coffee machine, complimentary dressing gowns and slippers and access to the executive or club lounge.  For me the executive lounge at the Hilton Birmingham Metropole at the NEC is a godsend and a haven away from the hustle and bustle of what is a busy conference hotel.  My last stay at the Hilton was in December 2015 and I stayed in an executive room with my friend as this gave us a separate bathtub and shower.  I more than happy to pay for a more comfortable room and I can't believe I'm the only disabled person who thinks that way.  It has been said to me that some are scared to cause a fuss.  Let a hotel try and do that to me! 
I can be outspoken at times but if disabled people want true equality then its time they stand up and be counted and stop relying on a few people, change won't happen unless they do something about it themselves.  I may be disabled but I have contributed to society like my (non-disabled) friends and have the right to be treated as an equal. 
It would be advantageous for hotel owners, chains and managers to look at disabled guests as an asset to their business.  Look at offering more than one grade of accessible guestroom and offer a grade of accessible guestroom that  offers access to executive or club lounges.  They should consider just adding one more accessible guestroom/suite which would make all the difference of hundreds of extra rooms in London alone.  I am happy to discuss accessibility with anyone in the hotel industry who is willing to lisern to what I have to say.

Ceiling track hoist facilities

The following IHG hotels have ceiling track hoist facilities in place.
Holiday Inn London Kensington Forum
Holiday Inn London Bloomsbury
Crowne Plaza London Heathrow
Holiday Inn Cardiff City Centre
Holiday Inn Birmingham M6, JCT 7

Millennium Hotel London Mayfair Accessibility

After spending a lot of time in hotels and too often finding the accessible accommodation unacceptable I decided to tackle this issue and see if I can make a difference.  I believe that disabled people have the right to expect the same standards and choice as everyone else.

I am looking to book a hotel later this year in London and so I have been researching hotels, accessibility, facilities and accessible accommodation.  So far I have had a mixed bag of results.

In early December I sent an enquiry to the Millennium Hotel London Mayfair and got a very quick reply to say that they had passed my email onto housekeeping.  Nearly seven weeks on and no contact from housekeeping and I thought I would contact the hotel again and I received this reply "please kindly note that we do have few rooms which can be used for disabled guest, however they are not fully accessible,could you kindly advise what need does this guest need?" I did reply to inform them that the guest needed a bathroom that would accommodate a wheelchair and have a roll-in shower.  I got a second reply to say they do not have roll-in showers and that the only showers they have, have a 7cm step into them. 

After sleeping on this I was still unsure of what accessible facilities this hotel could actually offer a disabled guest so I sent them some questions which I hoped would help clarify the suitability of the hotel accommodation.  I asked if they could supply a shower stool or shower chair and in the "few rooms"  mentioned in the earlier email would there be grab rails around the toilet and shower area. I also asked if there would be orange emergency chords in the bathroom and bedroom and would a "PEEPS" (personal emergency evacuation plan) be completed.  The answer that I got back from the hotel was "yes" to all my questions and now I am more confused that ever and I have replied back again to say so. 

The accommodation is large enough to accommodate a wheelchair, the bedroom and bathroom have orange emergency chords.  The bathroom has grab rails and the hotel can supply other disabled equipment.  If this is correct I don't understand why they would have a shower with a 7cm step it just doesn't make sense to me when they could so easily have a level access shower and these rooms would have been " fully accessible".

I hope to get to the bottom of this and soon.  I have been pushed from pillar to post this past seven weeks.  Whether the information is correct is doubtful. Before I would even consider making a booking I would need more information possibly in the form of some photographs of the room and bathroom. 

The hotel website needs to be updated to have at least a statement of accessibility.  At the moment there is nothing on accessibility for disabled guests wanting more information or making a reservation and in fact none of their sister hotel websites have accessibility statements either. 

I have what you might call the definitive answer from the Guest Relations Manager who has advised that the accessible accommodation is not "fully accessible" because the showers are not roll-in showers (wet room).  They have also said that a wheelchair user has used these rooms but I would heed warning that should something happen in the bathroom I should think it would be the responsibility of the guest if harmed.  I would check this before making reservation.

Hilton Accessibility Pack for Hilton Birmingham Metropole (NEC)

I was actually looking at the Hilton website for something else when I can across their accessibility pack by accident.  Like most hotel websites the Hilton included, do not openly display accessibility information and you normally have to search for it. On the left hand side of the front page you will see a link "Hotel Details", click on this link and it will take you to another page.  On the left hand side of this page under "Hotel Details" there is an even smaller link that says "Hotel Policies", click on this link which will take you to yet another page.  On this page there is a heading "Accessibility" and under this heading there are two links "Hotel Accessibility Pack" and "Disability Access and Service Provision Statement".

The accessibility pack explains everything you need to know in detail from arrival (see parking), checking in, reception and other services, facilities (see swimming pool and gym), restaurants (see Boulevard Restaurant), business centre and getting around the hotel.  
The hotel has twenty accessible guestrooms with a wet room .  Each room is a double room with a desk and chair, a comfy chair and coffee table.  From the description it seems the room is based on Queen Hilton Deluxe room.  In addition two twin rooms (1201 and 1228) listed as being accessible but are bath only with grab rails.  

For further information, suggestions and questions you can send an email to: Guest.Disability.Assistance@Hilton.com

Alternately you can call free on 0800 66445866 (Mon-Fri 9am - 5pm).

No accessible guestrooms at Sheraton Park Lane Hotel until end of 2016

I have been contacting hotels in London as I am looking into making a booking for later this year and one requirement is that one room has to be an accessible room. I am looking into 4 star plus hotels that are in Central London and one of the hotels that I had sent an enquiry to was the Sheraton Park Lane.  They replied quite quickly to tell me that they currently have no accessible rooms until late 2016 due to ongoing hotel renovations and suggested I stayed at one of their sister properties.  

Before I donned my campaigner hat I thought I would send another email to see if this information was correct and to see if they could give me further insight into the when these renovations will be complete and when bookings can be accepted for the accessible rooms.  I have had a reply to my email to confirm that there are no accessible rooms available until the end of 2016 but didn't mention when reservations could be taken from either.  Once the renovations have been completed accessible rooms will be available as a king size bed or twin bed configuration and that they will be wet room only.  I have sent another message to ask if accessible rooms are available in all grades and if not will there be a separate seating area

Like a lot of hotels the Sheraton Park Lane does not give any information out about its accessible rooms or facilities on their official website and no photographs in their gallery.  The website also omits to say that they are undergoing ongoing renovations.  Maybe if they mentioned the renovations no one would want to stay with them. I get so frustrated with hotels who do not show accessible information on their website or have such small  links that they are easily missed.  It sometimes feels as if hotels would rather not have disabled guests, that may seem an odd thing to say but there are not many (hotel chains) that openly promote disabled facilities at their hotels. 
Update - I have just received another email from the Sheraton Park Lane to say that they do not have any accurate information to which room types will be suitable for wheelchair access or how many of them they will have.  They are confident that they will have all the information available on their website shortly before the renovation is complete.  Not sure I believe this so we will have to wait and see but I won't hold my breathe.

What else can I say

In my previous post I had written that I had been contacted and asked if I would like to write something on my perspective on "what I look for in a successful hotel stay".  I believed this to be of interest to the person who had contacted me and I was more than happy to submit something in the timescale they had given as I believed my contribution may be part of a bigger plan to improve accessible guest accommodation in hotels.  After Christmas the feedback that I was emailed was brief saying "extremely useful"

The Connaught Hotel, Mayfair (non-accessible)

but no explanation was forthcoming but I was sure it was meant in a positive way.  Even so I replied asking in what way was it "extremely useful" and was completely taken aback by the reply I received.
Emails can often hide meanings, intentions and emotions and sometimes things are interpret incorrectly.  I have been  talking to this person for over a period of more than six months and I thought that we had a lot of things in common when it came to disability and that they really wanted to highlight certain issues just as I do.  
My document included the following points on what I look for in a successful hotel stay and these seem to be the crux of matter:

• That on arrival I am spoken to in a polite and courteous way by the reception staff/concierge and that they don't automatically assume that the person I am with is a carer and not a friend, colleague or family member.  
• The majority of my hotel stays are for leisure and when searching for a suitable hotel I look for extra facilities such as a swimming pool, spa treatments, WI-FI, 24 hour room service, executive lounge (high grade guest accommodation) and other services that may include a butler (The Connaught Hotel, Mayfair).  
• I do as much research as possible about the hotel, its facilities, guestrooms, location, accessibility and parking.  Many hotels do not put information relating to accessible guestrooms on their websites and I often have to contact reservations for information and sometimes I may receive a image if I'm lucky.  
• I want an accessible guestroom to be equal to non-accessible guestrooms of the same grade. I want more than just basic furniture items (bed, bedside tables, working desk, desk chair and TV).  Like their counterpart I would like to have comfy chairs or sofa and a coffee type table and an area where I can relax with friends.  I want a room where I can relax and enjoy my surroundings, a room that is more than just somewhere to sleep.  
• I would like to be given a choice when making a booking of a wet room or bathroom with bath tub.  I would like the bathrooms decor to be the same as the other guest bathrooms and not cold and clinical in appearance.  I would like a room that I want to spend time in and pamper myself.  
• I want to be able to book an accessible guestroom in all the hotel grades from a standard guestroom through to a suite.  I want to have the little extras that come with high grade guest accommodation such as access to private lounges, complimentary dressing gowns and slippers, superior beverages, superior toiletries, turn down service and even a butler.  
• I would like to see the comfort and needs of the people staying with me are taken into consideration. 

In previous emails and the specifications for a submission the word "medicalised" was frequently used to describe how they viewed accessible guest accommodation.  "Medicalised" is not in the dictionary but I assume they meant looking like a medical room; sterile and clinical in appearance.  Being as I thought, on the same wavelength I thought that our views on how these guestrooms could be improved would be on the same lines but I was so wrong.  I am apparently only looking at the luxury and comfort of the guestroom and not at the layout of the bathroom and asking can I use the "loo".  At first I was taken aback by their comments but now I have had time to think about what they want from an accessible guestroom and I believe they do not really know themselves. 

We both agree that the guestrooms need to look less "spartan" and for me the way forward is to design and decorate and give the accessible rooms the same facilities as other guestrooms in the hotel.  For me this is the only way forward.
As for the bathroom what can I say you have a shower or bath tub, a sink and a toilet. Yes they could look less sterile and clinical by using the same tiles and colour scheme as the bathrooms in the rest of the hotel.  I have sent a reply back to the person and said that I have stayed in many accessible guestrooms and apart from the bathrooms looking sterile and cold I have had no problems with their size.  They always have ample manoeuvrability for wheelchairs and the usual grab rails and emergency chord; what else can I say.  
I hope to get a reply and some insight into what they want to see happening with accessible guestrooms, but I can see it is something we are not going to agree on.  I can understand why hotel owners and managers do not want accessible guestrooms because non-disabled guests don't want to stay in a room that is bland, bare and basic if they are allocated it.  I am disabled and I don't want to stay in one.  I hope someone somewhere can come up with a design that suits hotels and guests alike.