A Warm Welcome for Every Guest

Check-In & Check-Out Desk Accessibility (Guest Service Desk)

• At least one accessible check-in and check-out position for guests using wheelchairs. 
• Accessible counter section with appropriate height and clear floor space.
• Wheelchair-accessible approach from the lobby.
• Accessible writing surface for registration forms. (iPad available).
• Accessible intercom, hearing-assistance and equipment communication options available.
• Staff trained to provide reasonable assistance with registration documents.
• Accessible key-card reader and room-key process.
• Clear route from the accessible desk to elevators.
• Particular accessible room has a roll-in shower, tub, shower seat, grab bars, visual alarms, etc.
• Accessible check-out process, including folio review and payment.
• Privacy should be maintained for guests using the accessible desk.
• Full physical accessibility: rooms, public areas, Hakubai, rooftop, Hillside Café, elevators, entrance and valet operation. Sidewalk curb ramp, valet drop-off, lobby, front desk, elevator, guestroom, and public restroom.

Accessibility Master Checklist

Street, Sidewalk, and Exterior Access

• Accessible pedestrian route from sidewalk to hotel entrance
• Proper curb cut pedestrian ramp
• Detectable warning surface at pedestrian ramp
• Smooth, stable and slip-resistant sidewalk
• Adequate sidewalk clearance
• Accessible route protected from valet drop-off congestion
• Accessible entrance clearly identified
• No steps required to reach the accessible entrance
• Permanent or compliant portable ramp to hillside café 
• Handrails where required
• Proper lighting at entrance
• Accessible entrance doors
• Adequate maneuvering clearance at doors
• Accessible route maintained at all times
• Accessible passenger loading zone
• Clearly identified accessible drop-off area
• Valet staff trained to assist guests with disabilities
• Wheelchair assistance available at arrival
• Staff able to retrieve vehicles without requiring guest to walk through inaccessible areas
• Seating available for guests who cannot stand for extended periods
• Step-free entrance
• Lobby circulation sufficient for wheelchair users
• Turning space for wheelchairs
• Accessible check-in counter
• Portion of counter at appropriate accessible height
• Portable writing surface if needed
• No furniture obstructing accessible route
• Wheelchair available
• Seating for guests with mobility limitations
• Clear accessible path to elevators
• Accessible path to restaurants and public areas
• Accessible public restroom
• Accessible emergency exit route where required
• Portable shower chair or bench
• Raised toilet seat, where appropriate
• Portable grab bars where legally and technically appropriate
• Accessible baby and child equipment where available
• Accessible elevator serving all required guest areas
• Braille and tactile markings
• Visual floor indicators
• Accessible emergency communication
• Adequate elevator door opening time
• Accessible entrance and exit
• Clear wheelchair turning and approach area
• No furniture, carts or housekeeping equipment blocking elevator lobby or hallways 
• Elevator door sensors operating properly
• Emergency lighting functioning
• Immediate response protocol for elevator or power outages

Accessible guestrooms include:

• Accessible route from elevator to room
• Adequate room entrance clearance
• Accessible door hardware
• Adequate maneuvering space
• Accessible bed clearance
• Adequate clear floor space beside bed
• Accessible light switches
• Accessible thermostat
• Accessible electrical outlets where required
• Accessible telephone
• Accessible closet and wardrobe features
• Accessible safe
• Accessible luggage rack
• Accessible furniture arrangement
• Adequate wheelchair turning area
• Accessible work desk and coffee able
• Accessible seating
• Accessible minibar refrigerator 
• Accessible drapery controls where applicable
• Accessible room-service 

Accessible Bathroom: 

• Roll-in, zero-threshold shower where required and accessible walk-in shower
• Fold-down or permanent shower seat where applicable
• Handheld showerhead
• Adjustable showerhead holder
• Grab bars
• Properly reinforced grab-bar locations
• Accessible shower controls
• Thermostatic controls as appropriate
• Non-slip shower surface
• Accessible toilet and grab bars around toilet
• Accessible lavatory
• Knee clearance underneath sink where required
• Accessible faucet controls with lever or sensor faucet
• Accessible mirror
• Accessible towel hooks
• Accessible toilet paper dispenser
• Accessible soap dispenser
• Accessible hair dryer
• Adequate wheelchair turning space
• Visual fire alarm
• Visual smoke alarm
• Visual notification for emergency alarms
• Visual doorbell notification
• Visual telephone notification
• Telephone with volume control
• Captioning capable television
• Closed captioning instructions
• Assistive listening equipment
• Accessible emergency information
• Braille tactile signage

Restaurants (Hakubai Rooftop and Hillside Café)

• Accessible entrance
• Accessible route
• Wheelchair-accessible tables
• Appropriate table height and clearance
• Accessible bar and service areas where required
• Staff assistance at buffet
• Accessible restroom
• Accessible private dining area where applicable
• Accessible emergency route
• No inaccessible furniture arrangement
• Adequate wheelchair maneuvering space
• Accessible signage
• Proper door maneuvering clearance
• Clear wheelchair turning space
• Service animals permitted
• Service animals permitted in public areas
• No pet fee for legitimate service animals
• Staff trained not to demand medical documentation
• Accessibility information before arrival
• Accessible-room descriptions
• Bathroom configuration information
• Shower type clearly identified
• Wheelchair availability
• Accessible parking/valet information
• Accessible entrance information
• Elevator information
• Visual alarm information
• Accessible transportation information
• Accessible restaurant information
• Staff assistance upon request

Emergency and Safety

• Accessible fire alarm notification
• Audible alarms
• Visual alarms
• Emergency evacuation procedures for guests with disabilities
• Staff trained to assist guests with mobility disabilities
• Procedures for deaf hard-of-hearing guests
• Procedures for blind low-vision guests
• Accessible emergency communication
• Designated staff responsibilities
• Guest disability information handled appropriately and confidentially