28. ADA ON-SITE CONTACT. No later than 180 days after the Consent Decree Date and for the term of this Consent Decree, every Brand Hotel that is an Owned Hotel, Managed Hotel, or Joint Venture Hotel shall identify one on-site ADA Contact Person to the ADA Compliance Officer. These designated ADA Contact Persons shall have authority to resolve complaints at the local level. Any person appointed under this Paragraph 28 shall have a background in customer service. HWI shall place a notice in the in-room written hotel directory of services identifying the on-site ADA Contact Person as the person to contact for any questions or complaints regarding the services, amenities, accommodations, or facilities provided to persons with disabilities. The notice will identify the on-site ADA Contact Person and the telephone numbers and website address (www.ada.gov) for filing complaints of disability discrimination with the U.S. Department of Justice. This notice shall also be provided to guests checking into accessible rooms at the front desk. The information in this document shall be effectively communicated to guests with disabilities as needed. Each on-site ADA Contact Person shall be responsible for handling and documenting disability‑related complaints at his or her hotel in the same manner in which other guest complaints are handled. No later than one year after the Consent Decree Date, HWI shall amend its Brand Standards to require the implementation of a similar complaint process for every Brand Hotel that is a Franchised Hotel.
User Comments/Questions
Add Comment/Question