TLH Leisure Resort Accessibility Statement

Access Statement For TLH Leisure Resort

TLH Leisure Resort is made up of the Derwent, Victoria, Carlton & Toorak Hotels and the Victoria and Carlton Apartments. The Resort complex is situated on a single 7 acre site with many shared leisure and entertainment facilities. It is located near Torquay sea front.

We are improving access across TLH Leisure Resort with an ongoing programme of works.  In the meantime We welcome your feedback to help us continuously improve.  If you have any comments please phone 01803 400500 or email rooms@tlh.co.uk

Pre-Arrival

Our reservations team can offer advice – they can be contacted by telephone on 01803 400500. Being a complex of 4 hotels on one site you can discuss your areas of interest within the complex and access advice will be given.

• The town centre is a 10 minute walk, but quite hilly in places.
• The sea front and harbour is a 10 minute walk and fairly flat.
• There is a regular bus service from the sea front to Paignton, Brixham, Dartmouth and most of the tourist attractions.
• The train station is a 5 minute walk and there are services to most towns and cities.
• The local taxi company is called Torquay Taxis and they have disabled friendly taxis and minibuses available. There is a direct line free phone at the hotel reception desk to the taxi company. The direct line for bookings pre arrival is 01803 213213.
• Menus, hotel information and tariffs are available in larger print upon request.
• We have a list of local equipment hirers that is available on request.

General Areas & Shared Facilities

Laundry

A laundry service and dry cleaning is available. Bags are available from reception. • Items sent for cleaning before 9am will be returned the following morning. (no dry cleaning on Sundays).

Shop

There is a gift cabinet in each of the hotel reception areas. Items can be purchased at Reception. • Toiletries are also available

Arena Games

Arena Games is situated between the Victoria and Toorak Hotels on the lower ground level. It can be accessed internally via a stair case or by the lower level entrance from the car park off Chestnut Avenue. Please contact your hotel reception who will give clear directions and be able to arrange assistance if required.
Once in Arena Games it is a flat level with the exception of the Ten Pin bowling which has 1 step up to it with a ramp provided.

Aztec Spa & Treatment rooms

The Aztec complex is situated between our Derwent and Carlton Hotels and can be accessed via the lower ground floor entrance to the Derwent on Belgrave Road.
Treatment room/s 
• There is a day spa located on the complex that can be accessed via the lift and staircase at the rear of the Carlton Hotel reception and then via the stairs between the Aztec Bistro and Palms Area. The Spa is on the lower ground floor with a flat entrance with wide doors big enough for a standard wheelchair.
(Lift access to the Aztec Spa and Gym area can be arranged with Carlton Management)
• There are 5 treatment rooms and they offer a range of treatments, details of which can be found on our website.
• The treatment rooms have adjustable beds and each room has its own shower facility.
• All treatments and consultations are carried out on a one to one basis and tailored for the individual client. For more information and a consultation the spa can be contacted directly on 01803 400190
• Our fully trained therapists are in constant attendance whilst the spa is open and are on hand to assist guests.

Leisure Facilities

Most of our leisure facilities are in a central area within the complex - we suggest you discuss your needs for advice on the best hotel to suit your needs.
• The complex shares a 25m swimming pool, gym, sauna, Jacuzzi and steam room. These facilities are open from 7am -9pm each day and are attended by qualified staff.
• Access to the pool is possible for mobility restricted guests and is the same as the spa as detailed above, it is best to contact a member of Carlton reception first who can telephone the pool reception and arrange for assistance into the area.
• The pool changing area has changing cubicles, these cannot fit a standard wheelchair, but offer privacy and seating inside them.
• The walkway to the pool is flat and easily accessible once in the main entrance.
• Facilities such as the Sauna and Jacuzzi are not suitable for mobility restricted people. It is possible to access the steam room as this entrance is flat.
• Access to the gym is on a short slop and can be accessed by a standard wheelchair, although much of the equipment is not accessible free weights and mats are available.
• Staff in the pool area are on hand to assist mobility restricted, blind and deaf guests who may require extra help.

The Derwent Hotel

Introduction

The Derwent Hotel is the largest of the TLH hotels with 175 bedrooms.

The main entrance to the hotel has 12 steps from street level to ground floor. There is access to lifts via a street level entrance. The access door has an intercom that alerts reception staff when the street level entrance is locked for security reasons. The area is partially covered by CCTV. There are two lifts located at street level via the street level entrance that access the ground floor reception area. The lifts also provide access to three floors; one of these lifts provides access to the fourth floor. Temporary ramps are located around the ground floor areas where there are level changes, these allow for standard wheelchair access.

Arrival & Car Parking Facilities / Main Entrance & Reception 

Our main entrance is located on Belgrave Road. • We will reserve parking for blue badge holders if arranged when booking and these spaces are located at the front of the hotel entrance. • Additional parking can be found around the side and rear of the building, or in any car park with the TLH logo on it. • Luggage can be unloaded at the front entrance and reception will assist with parking information. • We offer a 24hr porter service to help you with luggage from your car to your room.

Bedrooms

We have 175 bedrooms offering single, double, twin and family rooms. There are 4 disabled friendly rooms all located on the first floor. These rooms are not fully adapted disabled rooms, but provide a shower cubicle and handrail assists by the toilet. They generally have wider access doors and greater turning area for standard wheelchairs. For exact dimensions and greater detail you should consult with the hotel’s Front of House team who will be able to give clear room dimensions.
All our standard plus rooms are accessible by lift but currently not all standard rooms.Twin, double, family room combinations are available. • These rooms have flexible layouts and furniture can be moved to accommodate different needs. • Bath seats and toilet seats are available on request or equipment can be hired from a local company prior to arrival. Other features applicable are • Short pile carpet in all bedrooms • Controllable lighting levels • 24hr assistance. • Bedding is sheets, blankets and bedspreads with non-feather pillows  (other bedding is available upon request) • Emergency procedures displayed on the back of all doors. • Special assistance door hangers provided in all rooms in the case of an emergency. • Room information booklets are displayed in all rooms with more in depth information of facilities.

Bathroom, Shower-room & WC [Ensuite or Shared]

• All rooms have en suite bathroom with shower over bath • Some of our rooms are described as "disabled friendly"

Additional bathroom equipment for disabled guests is available on request and can be booked when a reservation is made.

Toilet Facilities- public areas

The Derwent hotel has 1 disabled toilet which is located near the main reception via a ramped level change. There is an additional disabled toilet located in the Bistro area. This is accessible for a standard wheelchair with some ramped level changes.
Restaurant / Dining Room, Bar & Lounges

These are located on the ground floor and are all at one level.
The Restaurant is waiter service for evening meals and breakfast is a combination of waiter and buffet style. • There are waiters on hand who will plate a hot breakfast and serve to guests who are unable to use the buffet. • The Restaurant will cater for all dietary requirements, these preferably need to be stated when booking, or by speaking with reception on check in. • The Restaurant is well lit and candles are occasionally put on the tables in the evening. More lighting can be put on if required. • Highchairs and booster seats are available on request. • Menus are available in larger print on request and staff can take you through the menu choices.

Additional Information

If you require the assistance of the Duty Manager during your stay please contact reception. • We have a set evacuation procedure and any guests who need assistance in the case of an emergency will be given information upon check in. • All staff have regular training which includes disability awareness. • Good mobile phone coverage on all networks is available in the hotel • List of equipment hire companies is available on request.

Contact Information

Derwent Hotel, Belgrave Road Torquay TQ2 5JS • Telephone: 01803 400100 • Fax: 01803 400174 • Email: Rooms@tlh.co.uk • Website: www.tlh.co.uk • Hours of operation: 24 Hours

The Victoria Hotel

The Victoria Hotel has 80 bedrooms offering single, double, twin and family rooms. We also have 19 self-catering apartments to cater from 2 - 7 people – some of these are located on the ground floor, with level access.

We share the extensive leisure facilities on site including a gym, swimming pool and Spa.

The main entrance to the hotel has 2 steps with a ramp and once inside the hotel, the lift can be used to access all floors.

Arrival & Car Parking Facilities / Main Entrance & Reception

Our main entrance is located on Belgrave Road. • We will reserve parking for blue badge holders if arranged when booking and these spaces are located at the front of the hotel entrance. • Additional parking can be found around the side and rear of the building, or in any car park with the TLH logo on it. • Luggage can be off loaded at the front entrance and reception will assist with parking information. • We offer 24hr porter service to help you with luggage from your car to your room.

Public Areas - General (Internal)

The ground floor is at one level, however there are 2 steps at each entrance to the hotel, there is a ramp at the Front of the Hotel.

The lift to the bedroom floors can hold one standard wheelchair. • All corridors and public areas are carpeted.
There is a public telephone located in front of reception.

Public Areas - WC

We have a WC on the ground floor and another WC situated in Alberts Bar. There is also a disabled WC in Alberts (There are steps internally into Alberts Bar, however you can access via the Hotel Front entrance and then into the Alberts Bar main entrance on Belgrave Road to avoid steps.

Restaurant / Dining Room, Bar & Lounges

These are located on the ground floor and are all at one level.
The Restaurant is waiter service for evening meals and breakfast is a combination of waiter and buffet style. • There are waiters on hand who will plate a hot breakfast and serve to guests who are unable to use the buffet. • The Restaurant will cater for all dietary requirements, these preferably need to be stated when booking, or by speaking with reception on check in. • The Restaurant is well lit and candles are put on the tables in the evening. More lighting can be provided if required. • Highchairs and booster seats are available on request. • Menus are available in larger print on request and staff can take you through the menu choices.

Alberts Bar

Alberts bar is situated on the corner of the Victoria Hotel by Belgrave road, the main entrance is on Belgrave road and once inside is at a flat level. It has WC which has steps down to. There is also a disabled WC at ground level. Alberts can be accessed internally via the Victoria Hotel but does have 2 flights of step down to the bar.
Victoria Conference & Meeting Rooms, Banqueting, Clubs, Entertainment
We have several meeting rooms within the Victoria Hotel situated on the ground or lower ground floor.
Rooms are accessible by wheelchair by use of ramps or lift except our Hampton room.

Victoria Bedrooms

All our superior rooms are accessed by lift but not all standard rooms. Currently twin, double, family room combinations are available. • These rooms have flexible layouts and furniture can be moved to accommodate different circumstances. • Bath seats and toilet seats are available on request or equipment can be hired pre arrival from a local company. Other features applicable are • Short pile carpet in all bedrooms • Controllable lighting levels • 24hr assistance. • Bedding is duvets with non-feather pillows (other bedding available upon request) • Emergency procedures displayed on the back of all doors. • Special assistance door hangers provided in all rooms in the case of an emergency. • Room information booklets are displayed in all rooms with more in depth information of facilities.
Bathroom, Shower-room & WC [Ensuite or Shared]
All rooms have en suite bathroom with shower over bath • Some of our rooms are "disabled friendly"
Additional bathroom equipment for disabled guests available on request and can be booked when reservation is made.
Victoria Apartments
TheVictoria Apartments are located off Chestnut Avenue to the side of the Victoria Hotel. Reserved parking may be arranged by the apartments pre – booking. The apartments are split over 4 levels and there is no lift. Ground floor rooms available but please check with our reservation team for availability.
Note: when arriving please arrive at the main entrance for check-in and then the Receptionist/ Porter can direct you to the Victoria Apartments and parking.

Victoria Additional Information

If you require the assistance of the Duty Manager during your stay please contact reception. • We have a set evacuation procedure and any guests who need assistance in the case of an emergency will be given information upon check in. • All staff have regular training which includes disability awareness. • Good mobile phone coverage in the hotel on all networks. • List of equipment hire companies available on request.
Contact Information
Victoria Hotel, Belgrave Road Torquay TQ2 5JS • Telephone: 01803 400500 • Fax: 01803 400174 • Email: Rooms@tlh.co.uk • Website: www.tlh.co.uk • Hours of operation: 24 Hours

The Carlton Hotel

The Carlton Hotel is part of TLH Leisure Resort and is located near Torquay Seafront. We have 55 bedrooms offering single, double, twin and family rooms. We also have 10 self-catering apartments to cater from 2 - 6 people.
We provide extensive Leisure facilities on site including a Gym, swimming pool, Spa and Dance Studio.
We aim to continually improve our organisation and its people for the benefit of our guests. 

Pre-Arrival

• For assistance prior to arrival please contact the reservations team on 01803 400500.
• The town centre is a 10 minute walk, but quite hilly in places.
• The sea front and harbour is a 10 minute walk and fairly flat.
• There is a regular bus service from the sea front to Paignton, Brixham, Dartmouth and most of the tourist attractions.
• The train station is a 5 minute walk and there are services to most towns and cities.
• The local taxi company is called Torbay Taxis. There is a direct line freephone on the Carlton reception desk to the taxi company. The direct line for bookings pre arrival is 01803 211611
• Menus, hotel information and tariffs are available in larger font upon request.
• We have a list of local equipment hirers that is available on request.

Arrival and Parking

• Our Main entrance is located on Falkland Road, there are no steps and the ground is fairly flat.
• We will reserve parking for Drivers who are blue badge holders if arranged when booking and these spaces are located at the front of the hotel entrance.
• Additional parking can be found around the side and rear of the building, or in any car park with the TLH logo on it.
• Luggage can be off loaded at the front entrance and reception will assist with parking information.
• We offer 24hr porterage service to help you with luggage from your car to your room.

Main Entrance & Reception

• There are no steps in our main lobby area.
• The reception desk is located on the left as you enter through the main entrance.
• There is a lounge area in the main lobby with sofas and chairs.
• The reception desk is 130cm high. registration can be completed whilst sitting in the lounge and we have clipboards available.
• On check in the staff will give you a welcome envelope including information on meal times, entertainment and maps.
• We have an evacuation procedure for disabled guests, the receptionist will brief guests on this and issue procedures in the case of an emergency.
• In front of reception there is a lift and staircase to all floors and all bedrooms.
• Behind reception is a corridor accessing ground floor rooms and apartments.
• To the right of reception is a lift and staircase accessing the Bistro, and the rest of the TLH complex.
(Lift access to the spa and pool area can be arranged with hotel management)
• The Restaurant is located in front of reception and the Riviera Ballroom is to the right of reception which is where the main hotel bar is located. There are no steps or slops on route to the bar or restaurant.
• The floor surface in the reception and lobby is carpet.
• Reception is open from 7.30am -11pm and further information about the hotel, local area or any other guidance can be obtained from the receptionist. Our receptionists are trained using our award winning inhouse STARS training system and  aim to offer outstanding customer service.
• Reception can be contacted 24hrs a day from all bedrooms on the internal telephone system.
• A night porter is available when reception is closed and can be contacted by the internal telephone system or directly at reception.

Public Areas - General (Internal)

• There is a public telephone located in front of reception.
• The lift to the bedrooms has tactile buttons at standard height. The lift can hold 5 persons or a maximum weight of 375kg. The walls are mirrored on the top half and carpeted on the bottom, the flooring is a vinyl flooring. The lift door is manual and can be opened by pulling it.
• The lift can hold one standard wheelchair.
• All corridors and public areas are carpeted.

Public Areas - WC

• There is one set of male, female and disabled public toilets in the Carlton Hotel, they are located to the right-hand side of reception.
• The disabled access toilet has an access door wide enough for a standard wheelchair and enough turning space to access the toilet.
• The floor is tiled.
• The sink and hand drying facilities are at a lower level and the sink has lever taps.
• The disabled toilet has baby changing facilities on the left hand side.

Restaurant / Dining Room, Bar & Lounges, Take Away & Cafe

• The Restaurant is on the ground floor, accessed via the lobby. it has level access and carpeted flooring.
• The Restaurant Manager will greet you at the entrance and seat you at your table.
• The Restaurant is waiter service for evening meals and breakfast is a combination of waiter and buffet style.
• There are waiters on hand who will plate a hot breakfast and serve to guests who are unable to use the buffet.
• The Restaurant will cater for all dietary requirements, these preferably need to be stated when booking, or by speaking with reception on check in, the chef is also available to liaise with.
• The Restaurant is well lit and candles are put on the tables in the evening, more lighting can be put on if required.
• Highchairs and booster seats are available on request.
• Menus are available in larger print on request and staff can take you through the menu choices.
• The main residents bar is located in the Riviera Ballroom, access is through the lobby on the ground floor.
• Access is flat and the ballroom seating area is large with coffee tables and lounge chairs.
• Table service is offered.
• There are large windows with a sea view and lots of natural light.
• At night lighting is dimmed when there is entertainment.

Outdoor Facilities

• The entrance to the Carlton hotel is fairly flat.
• There are large orange signs with the Carlton Hotel and TLH Leisure Resort on at the road entrance.
• The car park is well lit and well maintained.

Carlton Conference & Meeting Rooms, Banqueting, Clubs, Entertainment

• We have 2 function rooms, the Riviera (as described above) and the Madison suite.
• The Madison suite entrance is located on the ground floor next to the lift. The room is accessed via large double doors.
• The floor is carpeted.
• The lighting can be adjusted depending on the event being held.
• Please notify conference or function organisers for any specific requests and we aim to meet requirements.

We have 5 bedrooms on the first floor that have been classed as disabled friendly, these rooms are
• Located near the lift
• Doors wide enough for a standard wheelchair
• One room has grab rails by the toilet.
• Twin, double, family room combinations are available.
• These rooms have flexible layouts and furniture can be moved to accommodate different circumstances.
• Bath seats and toilet seats are available on request or equipment can be hired pre arrival from a local company.
• We have 3 ground floor rooms, however these have not been adapted or classified as disabled friendly, but are useful for elderly guests or guests who cannot walk very far.
• There are 3 self catering apartments on the ground floor, again not adapted for disabled use, but access is easier for mobility restricted.
• Other features applicable are
• Short pile carpet in all bedrooms
• Controllable lighting levels
• 24hr room service or assistance.
• Bedding is sheets, Duvets and non feather pillows, other linen can be available – i.e. mattress toppers 
• Emergency procedures displayed on the back of all doors.
• Special assistance door hangers provided in all rooms in the case of an emergency.
• Room brochures are displayed in all rooms with more in depth information of facilities. 

Bathroom, Shower-room & WC [Ensuite or Shared]

• All bedrooms have an en suite bathroom which have a toilet, sink and bath with an overhead shower.
• One bedroom has grab rails next to the toilet.
• Additional bathroom equipment for disabled guests available on request and can be booked when reservation is made.

Carlton Self-Catering Kitchen

• The self catering apartments come with a kitchen. These have not been adapted for disabled use and access in some maybe limited.

Additional Information

• If you require the assistance of the Duty Manager during your stay please contact reception. • We have a prescribed evacuation procedure and any guests who need assistance in the case of an emergency will be given information upon check in. • All staff have regular training which includes disability awareness. • Good mobile phone coverage in the hotel on all networks. • List of equipment hire companies available on request.
Contact Information • Address: Falkland Road, Torquay, TQ2 5JJ
• Telephone: 01803 400300 • Fax: 01803 400130 • Email: carltonreception@tlh.co.uk • Website: www.tlh.co.uk • Hours of operation: 24hours • Local equipment hire companies: New Ability - 01803 555961 • Local accessible taxi numbers: 01803 213213 • Private reservations - 01803 400500

Future Plans

We welcome your feedback to help us continuously improve if you have any comments please phone 01803 400300 or email  Carlton reception@tlh.co.uk

Access Statement For Toorak Hotel

Introduction The main entrance to the hotel has 2 steps but there is a disabled entrance from our 1st car park with ramp and once inside the hotel the lift can be used to the reception area on the ground floor

Arrival & Car Parking Facilities • Arrive into the 1st car park on Chestnut avenue - we can reserve a disabled parking space

Main Entrance & Reception • Access via our Chatsworth Car Park with a security entrance system into the lower ground floor

Public Areas - General (Internal) • There are some level changes on the ground floor but ramps are provided

Public Areas - WC • On ground and Lower ground floors • Ground floor has WC with disabled access. Otherwise ramps are provided and the lower ground floor is accessible by lift. The floor surface in the reception and lobby is carpet. There are some level changes on the ground floor but ramps are provided.

Restaurant / Dining Room

• There are 6 steps into the restaurant but this can be accessed via the small dining room adjoining the main restaurant by use of ramps
The Restaurant is waiter service for evening meals and breakfast is a combination of waiter and buffet style.
• There are waiters on hand who will plate a hot breakfast and serve to guests who are unable to use the buffet.
• The Restaurant will cater for all dietary requirements, these preferably need to be stated when booking, or by speaking with reception on check in.
• The Restaurant is well lit and candles are put on the tables in the evening, more lighting can be put on if required.
• Highchairs and booster seats are available on request.
• Menus are available in larger print on request and staff can take you through the menu choices.

Toorak Bedrooms

•  All our superior rooms are accessed by lift but not all standard rooms currently
Twin, double, family room combinations are available.
• These rooms have flexible layouts and furniture can be moved to accommodate different circumstances.
Other features applicable are
• Short pile carpet in all bedrooms
• Controllable lighting levels
• 24hr room service or assistance.
• Bedding is duvets with non-feather pillows (other bedding available upon request)
• Emergency procedures displayed on the back of all doors.
• Special assistance door hangers provided in all rooms in the case of an emergency.
• Room information booklets are displayed in all rooms with more in depth information of facilities. 

All rooms have en suite bathroom with shower over bath
• Some of our rooms are "disabled friendly" and some of our ground floor rooms have sliding bathroom doors making easier access for wheel chairs Check with our reservation team for availability
Additional bathroom equipment for disabled guests available on request and can be booked when reservation is made.

Additional Information

If you require the assistance of the Duty Manager during your stay please contact reception.
• We have a set evacuation procedure and any guests who need assistance in the case of an emergency will be given information upon check in.
• All staff have regular training which includes disability awareness.
• Good mobile phone coverage in the hotel on all networks.
• List of equipment hire companies available on request.

Contact Information • Address: Toorak Hotel, Chestnut Avenue Torquay TQ2 5JS • Telephone: 01803 400500 • Fax: 01803 400174 • Email: Rooms@tlh.co.uk • Website: WWW.TLH.co.uk • Hours of operation: 24 Hours

Year Round Breaks

Our four Torquay Hotels in Devon offer a year-round calendar of breaks for our guests, including Autumn Breaks and Winter Breaks.