ACCESSIBILITY POLICY STATEMENT – US PROPERTIESThe Hongkong and Shanghai Hotels, Limited (“HSH”) is committed to providing the highest
level of service for all of its guests lodging at their properties around the United States andonline. Meeting this high level of service includes providing guests with disabilities with anexperience that is full and equal to that offered to guests without disabilities.
This Accessibility Policy Statement applies to all HSH properties open to the public within theUnited States and its territories (hereinafter, individually referred to as “Property” and jointlyreferred to as the “Properties”) and to the websites for those Properties (the “Websites”). The
Properties include The Peninsula Beverly Hills, The Peninsula Chicago, The Peninsula New
York, and Quail Lodge & Golf Club.
To assist in achieving this goal, HSH has adopted a variety of accessibility policies, practices,and procedures, worked extensively to provide an accessible online experience, and offers avariety of accessible routes, features, elements, and amenities in its public spaces and within
its hotel rooms at all of its Properties.
I.

Requests for Additional Accessibility Information and/or Accommodations/ Policy
Modifications
Should you have any questions or require additional information about the information
provided below, or more generally about the accessibility of any Properties and/or any
related accessibility policies, practices, and procedures (including whether they can be
modified due to a disability), please contact HSH by reaching out to Group Legal at+852 2840 7788 or legal@peninsula.com.

II.

Service Animals
Service Animals are defined as any dog or miniature horse that is individually trained to
do “work” or perform “tasks” for the benefit of an individual with a disability, including
a physical, sensory, psychiatric, intellectual or other mental disability. Other species ofanimals, whether wild or domesticated, trained or untrained, are not service animals.
Guests with a Service Animal may access all areas of the Properties where other guests
are normally allowed, except for areas where Service Animals are specifically prohibited
due to safety or health restrictions, where a Service Animal may be in danger, or wherea Service Animal’s use may compromise the safety of other guests.
The care and supervision of a Service Animal is the responsibility of the guest who use
the animal’s service. A Service Animal may be requested to leave the Properties if it isdisruptive and the behavior is outside the duties of a Service Animal.

1|PageIII. Mobility Devices
Wheelchairs and similar devices built specifically for mobility disabilities are allowed on
the Properties’ premises. A guest with mobility disabilities is permitted to use
wheelchairs and manually powered mobility aids, such as walkers, crutches, canes,
braces, or other similar devices designed for use by individuals with mobility disabilities
in any areas of the Properties where other guests are normally allowed.
IV. Accessible Rooms, Auxiliary Aids & Services, and Property Elements
For information about the types of accessible rooms offered (including the featurestherein), please visit The Peninsula Hotels’ website at https://www.peninsula.com/ or the
Quail Lodge & Golf Club website at https://www.quaillodge.com/.
Upon request, the Properties offer a variety of appropriate auxiliary aids and services forguests with disabilities. While not an exhaustive list, examples of available auxiliary aidsand services include:(a)(b)Telephone compatible with auxiliary aids
TTY (text telephones) / TDD (telecommunication device for the deaf) for telephone
calls(c) Wake up calls and alarm clocks(d) TV decoders(e) Visual and tactile alerting devices(f) Telephone handset amplifiers, assistive listening devices or systems, telephones
compatible with hearing aids(g) Closed caption decoders, open and closed caption decoders(h) Voice, text, and video-based telecommunications products and systems(i) Videotext displays(j) Qualified readers(k) Taped texts, audio recordings(l) Braille materials and displays(m) Screen reader software, magnification software or optical readers(n) Secondary auditory programs(o) Large print materials
Highlights of the accessible features in our public spaces include:
(a)
(b)
(c)
(d)
(e)
(f)
(g)
(h)
(i)
(j)

Accessible hotel entrance
Accessible passenger loading zone
Accessible route from hotel entrance to front desk
Elevators to accessible rooms and other hotel facilities
Accessible rooms for guests with mobility and communication impairment
Accessible facilities that are accessible to guests with mobility impairment
Accessible public restrooms
Accessible transportation available on request
Visual and audible alarm
Designated guest relations team member

2|PageV.

Website Accessibility
To assist in achieving the aforementioned accessibility goals with respect to theWebsites, HSH has committed to the Websites being designed, developed, and operated
in substantial conformance with generally-recognized and accepted guidelines and/orstandards for website accessibility (the “Standards”). While these Standards may change
and/or evolve over time, they are currently the World Wide Web Consortium’s Web
Content Accessibility Guidelines 2.0/2.1 at Levels A and AA (“WCAG”).
Working with experienced accessibility consultants, HSH has continued to take the steps
necessary to achieve substantial conformance with WCAG. As part of this process, we
continue to assess our Websites on a recurring basis from both an engineering and userexperience basis, including the use of assistive technology (such as screen readers andscreen magnifiers).
Please be aware that such efforts are ongoing. If, at any time, you have any specificquestions, feedback, or concerns about the accessibility of any of the Websites, pleasecontact Group Legal at +852 2840 7788 or legal@peninsula.com. If you are experiencing
difficulties in navigating or accessing the contents of the Websites, please contact ourGlobal Customer Service Centre at +852 2920 2888 or reservationgcsc@peninsula.com.
If you do encounter an accessibility issue, please be sure to specify the webpage/URL in
your email, and we will make all reasonable efforts to address your concerns.

Last updated in May 20193|Page