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Slide 1

TLH Leisure Resort Accessibility Statement

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.

You can download a full PDF copy of our Accessibility Statement here - or read the details below.

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 seafront and harbour are a 10 minute walk and fairly flat.
• There is a regular bus service from the seafront 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 Home James 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 505505.
• 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 and dry cleaning service is available. Bags are available from reception. Items sent for
cleaning before 9am will be returned the following morning (there is 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 staircase 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 Spa and 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.
The spa 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 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 are 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 pools and gym 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 slope 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 accesses the ground
floor reception area. The lifts also provide access to three floors. One of these lifts also provides
access to the fourth floor. Temporary ramps are located around the ground floor areas where
there are level changes and 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 drivers 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 a 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.
A large selection of our rooms are accessible by lift but not all rooms. Twin, double and family
room combinations are available. These rooms have flexible layouts and furniture can be moved
to accommodate different needs. Bath 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 and 24hr assistance. Bedding is sheets, duvets with nonfeather
pillows (other bedding is available upon request). Emergency procedures are displayed
on the back of all doors. Special assistance door hangers are 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 an en suite bathroom with a shower over the 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.
There 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. A 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

Introduction
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. 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 drivers 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.
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 out
through the hotel’s 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.
There 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 a WC which has steps down to it. There
is also a disabled WC at ground level. Alberts can be accessed internally via the Victoria Hotel
but does have 2 flights of steps 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 Riviera Front rooms are accessed by lift, but not all standard rooms. Currently twin,
double, and 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 and 24hr assistance. Bedding is
sheets, duvets with non-feather pillows (other bedding available upon request). Emergency
procedures are displayed on the back of all doors. Special assistance door hangers are 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 an en suite bathroom with a shower
over the bath. Some of our rooms are "disabled friendly". Additional bathroom equipment
including bath and toilet seats for disabled guests available on request and can be booked when
reservation is made.
Victoria Apartments
The Victoria Apartments are located off Chestnut Avenue to the side of the Victoria Hotel.
Reserved parking may be arranged by the apartments by pre – booking. The apartments are split
over 4 levels and there is no lift. Ground floor rooms are 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. A list of
equipment hire companies is 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

Introduction
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.
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 drivers 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. Reception will assist with parking information. We offer a 24hr
porter 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 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 slopes en route to the bar or restaurant. The floor surface in the reception and
lobby is carpet.
Reception is open 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 via 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 which 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.
There 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 bar is located in the Riviera Ballroom and 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 will aim to meet your requirements.
Bedrooms
We have 5 bedrooms on the first floor that have been classed as disabled friendly, these rooms
are located near the lift and have doors wide enough for a standard wheelchair. One room has
grab rails by the toilet. Twin, double and family room combinations are available. These rooms
have flexible layouts and furniture can be moved to accommodate different circumstances. Bath
and toilet seats are available on request or equipment can be hired prearrival 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 in our bedrooms are short pile carpet in
all bedrooms, controllable lighting levels and 24hr room service or assistance. Bedding is sheets,
duvets and non-feather pillows (other linen can be available – i.e. mattress toppers). Emergency
procedures are displayed on the back of all doors. Special assistance door hangers are 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 with a bath and 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 Kitchens
The self-catering apartments come with a kitchen. These have not been adapted for disabled use
and access in some may be 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. A list of
equipment hire companies is available on request.
Contact Information
Carlton Hotel, 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

The Toorak Hotel

Introduction
The main entrance to the hotel has 2 steps but there is a disabled entrance from our car park with
a ramp. Once inside the hotel the lift can be used to reach 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
WC facilities are located on the ground and lower ground floors. The ground floor has a 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 carpeted. 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 . There 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 standard plus and terrace rooms are accessed by lift, but not all standard rooms. 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, and 24hr room service or assistance. Bedding
is sheets, duvets with non-feather pillows (other bedding available upon request). Emergency
procedures are displayed on the back of all doors. Special assistance door hangers are 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 an 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. A list of
equipment hire companies is available on request.
11 of 11
Contact Information
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.

  • Was impressed by every member of staff we came in contact with. The fact that the whole staff, worked together as an efficient, helpful and cheerful TEAM – impressive

    Mr Roberts - Lancing
  • We’ve been coming here for 10 years, AND we’ll be back

    Mr & Mrs R Graham - Llantarnam
  • A friend told me about your establishment and I’m so glad she did. This is our 4th visit and I can’t wait for our 5th!

    Mrs L Cottrell - Bristol
  • Excellent short break. Fab value for money

    Mrs S Baker - Newport

© 2011 Torquay Leisure Hotels Ltd, Belgrave Road, Torquay, Devon TQ2 5HS. Reg Office 430051. Tel: 01803 400500

Insurers: QBE Insurance (Europe) Ltd, London EC3M 3BD. Policy No: Gaunt / 2013 / 05 / Torquay