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Hotel Policy

Knowledge is power.

Nothing Less Than the Best (Our Best Rate Guarantee)
When planning your visit to ARC The.Hotel, we guarantee that you will find the best rate for your stay through www.arcthehotel.com. It’s easy: Once you make a reservation through this website, we’ll give you 48 hours to look everywhere else imaginable for a lower rate. We’re willing to bet you won’t find one – but on the small chance you are able to locate a lower rate* for the same accommodation type and reservation dates (as well as identical cancellation terms, advance purchase policies, and other terms and conditions), all we need is for you to provide us with proof of this discovery at least 48 hours prior to your arrival for check-in. Once confirmed, we will honour the rate you found and provide you with an additional 10% off.

Our Best Rate Guarantee does not apply to the following:
• Rates that are not publicly available, such as negotiated corporate or group rates
• Discount rates offered only to members of groups or individuals who meet previously-specified criteria, including AAA members, seniors, and government employees
• Package rates that include the suite and other components such as parking, entertainment and/or non-breakfast meals
• Package or group add-on rates that extend the length of a stay
• Rates negotiated for stays extending beyond 30 nights
• Rates that are available on auction websites
• Rates available on websites, that do not disclose the hotel brand until the reservation is completed, such as Priceline and Hotwire
• Pre-paid rates that involve a voucher or other form of pre-paid certificate (including electronic vouchers and certificates)
• Rate disparities solely attributable to fluctuations and/or differences in currency exchange rates

*Rate comparisons will be made net of any taxes, gratuities, or any other fees associated with the room rate and the comparison rate must still be available at the time our reservations staff validates the claim. When the claim is for multiple nights, the rates will be compared for each night separately. ARC The.Hotel Ottawa reserves the right to modify or cancel the guarantee at any time without prior notice.

Pack Your Pooch (We’re Pet-Friendly)
We are proud to offer select pet-friendly accommodations so you can travel to Ottawa with your four-legged dog friend(s) of 25 pounds (11.3 kg) or less (maximum of 2 dogs per room). We do request that you keep your pet on a leash in all public spaces and do not leave your pet alone in the room at any time. A $50 cleaning fee will be charged per stay.

The Easiest Thing You’ll Do All Day (Hint: It’s Valet Parking)
We offer exclusive, on-site valet parking at a rate of C$32.00 per day. Simply pull your vehicle up to the entrance of ARC The.Hotel and our friendly valet will assist you from there. We do not offer a self-park option.

More Secure Than the iCloud (A Privacy Policy That Holds Its Own)
We are committed to respecting the online privacy of the past, present and future guests of our hotel.

We take every precaution to protect the confidentiality and security of your personal information by using industry-recognized security safeguards such as firewalls, coupled with carefully developed security procedures to protect your information from loss, misuse, or unauthorized alteration. When we ask for sensitive information, such as credit card numbers, we protect it through the use of encryption during transmission.

Once you arrive on our site, we may track your activity on our website via log files stored on our web servers, cookies, and the use of web beacons. We collect several key pieces of information, such as IP address, browser type and version, and the pages you view. However, once you leave our site, we no longer track this information.

We will never share, sell, or rent your personal information with third parties for their promotional use. Occasionally, we enter into contracts with third parties so that they can assist us in servicing you with elements such as customer service. They are prohibited from using any of your personal information for their own purposes, and they are required to maintain confidentiality. We may also disclose information to partners who introduced you to www.arcthehotel.com's services in order to ensure they are properly compensated for their efforts. Lastly, we may disclose or report personal information in limited circumstances where we believe in good faith that disclosure is required under the law.

In cases where this website provides links out to other websites, please be sure to review their individual privacy policies upon arriving at that website. We are not responsible for the way they may collect or utilise your data.

iConnect

Rest your mind, awaken your spirit

Rest your mind… ARC helps you disconnect from the hassles of travel and keeps you connected to your world. Let iConnect entertain you for just $5.95 per day. Premium WiFi is also available at $9.95 per day. We are happy to offer complimentary WiFi Internet in the public areas of the hotel.

Accessible Customer Service Policy

for Westlight Hotel Services Ltd., o/a ARC The.Hotel

Intent

This policy is intended to meet the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005 and applies to the provision of goods and services to the public or other third parties, not the goods themselves.

 

All goods and services provided by Westlight Hotel Services Ltd. shall follow the principles of dignity, independence, integration and equal opportunity.

 

Scope

a)    This policy applies to the provision of goods and services at premises owned and operated by Westlight Hotel Services Ltd.

 

b)    This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Westlight Hotel Services Ltd., including when the provision of goods and services occurs off the premises of Westlight Hotel Services Ltd. such as in: catering, spa facilities, health clubs, pools, concierge, gift shops, housekeeping, room service, central reservation centers and third party marketing agencies.

 

c)    The section of the policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises owned and operated by Westlight Hotel Services Ltd. 

 

d)    This policy shall also apply to all persons who participate in the development of Westlight Hotel Services Ltd.’s policies, practices and procedures governing the provision of goods and services to members of the public or third parties.

 

Definitions

Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that guests bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

  • any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
  • a condition of mental impairment or a developmental disability;
  • a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
  • a mental disorder; or
  • an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Guide Dog – is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.

Service Animal – as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:

 

  • it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
  • the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

 

Service Dog – as reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:

 

  • it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability; or
  • the person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

 

Support Person – as reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

 

General Principles

 

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:

 

  1. The Provision of Goods and Services to Persons with Disabilities
  2. The Use of Assistive Devices
  3. The Use of Guide Dogs, Service Animals and Service Dogs
  4. The Use of Support Persons
  5. Notice of Service Disruptions
  6. Customer Feedback
  7. Training
  8. Notice of Availability and Format of Required Documents

 

  1. The Provision of Goods and Services to Persons with Disabilities

Westlight Hotel Services Ltd. will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

  • ensuring that all guests receive the same value and quality;
  • allowing guests with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
  • using alternative methods when possible to ensure that guests with disabilities have access to the same services, in the same place and in a similar manner;
  • taking into account individual needs when providing goods and services; and
  • communicating in a manner that takes into account the guest's disability.

 

  1. Assistive Devices

Guest’s own assistive device(s):

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Westlight Hotel Services Ltd.

 

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other measures will be used to ensure the access of goods and services.

 

For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a guest with an oxygen tank may involve extinguishing candles and ensuring the guest is seated in a location that would be considered safe for both the guest and other patrons.  Or, where elevators are not present and a guest requires assistive devices for the purposes of mobility, Westlight Hotel Services Ltd. will make every reasonable effort to provide Hotel/ Motel rooms that are easily accessible.

 

Assistive devices provided by Westlight Hotel Services Ltd.:

The following assistive devices are available, on a first come first serve basis and upon request, to assist guests in accessing our goods and services

  • Anti-Slip Rubber Mats
  • Bath Benches
  • Raised Seating Platforms
  • TTY Phone (located at front desk)
  • Wheelchairs
  • Walkers

 

  1. Guide Dogs, Service Animals and Service Dogs

A guest with a disability that is accompanied by a guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

 

Food Service Areas:

A guest with a disability that is accompanied by a guide dog or service dog will be allowed access to food service areas that are open to the public unless otherwise excluded by law.

Other types of service animals are not permitted into food service areas due to the Health Protection and Promotion Act, Ontario Regulation 562.

 

Exclusion Guidelines:

If a guide dog, service animal or service dog is excluded by law (see applicable laws below) Westlight Hotel Services Ltd. will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).

 

Applicable Laws: 

The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale.  It does allow guide dogs and service dogs to go into places where food is served, sold or offered for sale.  However, other types of service animals are not included in this exception.

 

Dog Owners' Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pitbulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.

 

Recognizing a Guide Dog, Service Dog and/or Service Animal:

 

If it is not readily apparent that the animal is being used by the guest for reasons relating to his or her disability, Westlight Hotel Services Ltd. may request verification from the guest.

Verification may include:

 

  • a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
  • a valid identification card signed by the Attorney General of Ontario; or,
  • a certificate of training from a recognized guide dog or service animal training school.

 

Care and Control of the Animal:

The guest that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.

 

 

 

 

 

Allergies:

If a health and safety concern presents itself, for example in the form of a severe allergy to the animal, Westlight Hotel Services Ltd. will make all reasonable efforts to meet the needs of all individuals.

  1. Support Persons

If a guest with a disability is accompanied by a support person, Westlight Hotel Services Ltd. will ensure that both persons are allowed to enter the premises together and that the guest is not prevented from having access to the support person.

In situations where confidential information might be discussed, consent will be obtained from the guest, prior to any conversation where confidential information might be discussed.   

 

Admission Fees:

Fees will not be charged for support persons for admission to Westlight Hotel Services Ltd.’s premises.

 

  1. Notice of Disruptions in Service

 

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Westlight Hotel Services Ltd. In the event of any temporary disruptions to facilities or services that guests with disabilities rely on to access or use Westlight Hotel Services Ltd.'s goods or services, reasonable efforts will be made to provide advanced notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

 

Notifications will Include:

 

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

 

  • goods or services that are disrupted or unavailable
  • reason for the disruption
  • anticipated duration
  • a description of alternative services or options

 

Notifications Options:

 

When disruptions occur Westlight Hotel Services Ltd. will provide notice by:

  • posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the Westlight Hotel Services Ltd. website;
  • contacting guests with reservations;
  • verbally notifying guests when they are making a reservation; or
  • by any other method that may be reasonable under the circumstances.

 

 

  1. Feedback Process

Westlight Hotel Services Ltd. shall provide guests with the opportunity to provide feedback on the service provided to guests with disabilities. Information about the feedback process will be readily available to all guests and notice of the process will be made available by request. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, or email), will be available upon request.

 

Submitting Feedback:

 

Guests can submit feedback to:

 

The General Manager, Guest Services Manager or Front Desk Staff.  

ARC The.Hotel

140 Slater St. Ottawa, ON K1P 5H6

cmclong@arcthehotel.com

www.arcthehotel.com

 

Guests who wish to provide feedback by completing an onsite customer feedback form or verbally can do so to with any Westlight Hotel Services Ltd. General Manager, Hotel Manager, Guest Services Manager or Front Desk employee.

 

Guests that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted. 

 

 

  1. Training

 

Training will be provided to:

 

a)    all employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Westlight Hotel Services Ltd.; for example: caterers, concierge, valet attendants, bell services, health club staff, lifeguards, housekeeping, gift shop and other vendors, central reservation centers and third party marketing agents; and,

 

b)    those who are involved in the development and approval of customer service policies, practices and procedures.

 

 

Training Provisions:

 

As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:

 

  • A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
  • A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
  • Instructions on how to interact and communicate with people with various types of disabilities.
  • Instructions on how to interact with people with disabilities who:
    • use assistive devices;
    • require the assistance of a guide dog, service dog or other service animal; or
    • require the use of a support person (including the handling of admission fees).
  • Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
  • Instructions on what to do if a person with a disability is having difficulty accessing our services.
  • Westlight Hotel Services Ltd.'s policies, procedures and practices pertaining to providing accessible customer service to guests with disabilities.

 

Training Schedule:

 

Westlight Hotel Services Ltd. will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractor who deal with the public or act on our behalf during orientation. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

 

Record of Training:

Westlight Hotel Services Ltd. will keep a record of training that includes the dates training was provided and the number of employees who attended the training

  1. Hiring Process:

In our commitment to provide a selection process and work environment that is inclusive and barrier free, accommodation will be provided in accordance with the Ontario Human Rights Code. Any special accommodation needs required in order to allow you to participate in the hiring process to your full potential can be arranged in advance by contacting the Hiring Manager who will work together with the hiring manager to arrange reasonable and appropriate accommodation.

 

  1. Notice of Availability and Format of Documents

Westlight Hotel Services Ltd. shall notify guests that the documents related to the Accessibility Standards for Customer Service are available upon request and in a format that takes into account the guest's disability. Available formats will be tailored to meet the guest’s disability upon request. Notification will be given by posting the information at a conspicuous place owned and operated by Westlight Hotel Services Ltd., the Westlight Hotel Services Ltd.'s website and/or any other reasonable method.

 

 

Administration

 

If you have any questions or concerns about this policy or its related procedures please contact:

 

Cindy McLong – General Manager

1-800-699-2516

140 Slater St. Ottawa, ON K1P 5H6

cmclong@arcthehotel.com

www.arcthehotel.com

 

This policy and its related procedures will be reviewed as required in the event of legislative changes.

 

Referenced Documents:

  • Accessibility for Ontarians with Disabilities Act, 2005
  • Accessibility Standards for Customer Service, Ontario Regulation 429/07
  • Blind Person’s Rights Act, 1990
  • Dog Owners' Liability Act, Ontario
  • Health Protection and Promotion Act, Ontario Regulation 562
  • Ontario Human Rights Code, 1990

Accessible Customer Service Plan 

Providing Goods and Services to People with Disabilities

For Westlight Hotel Services Ltd. o/a ARC The.Hotel

Westlight Hotel Services Ltd., is committed to excellence in serving all customers including people with disabilities.

Assistive devices

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

  • Fees will not be charged for support persons

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Westlight Hotel Services Ltd., will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be placed at conspicuous public areas around the premises.

Training

Westlight Hotel Services Ltd., will provide training to all employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

This training will be provided to new staff during orientation.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Westlight Hotel Services Ltd.’s, plan related to the customer service standard.
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • How to use the TTY, wheelchair lifts, etc., available on-site or otherwise that may help with providing goods or services to people with disabilities
  • What to do if a person with a disability is having difficulty in accessing Westlight Hotel Services Ltd.’s, goods and services

Staff will also be trained when changes are made to the accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way Westlight Hotel Services Ltd., provides goods and services to people with disabilities can be provided by e-mail, verbally, or feedback card.

All feedback, including complaints, will be directed to the General Manager.

Customers can expect to hear back in 24 to 48 hours.

Employment

Westlight Hotel Services Ltd. is committed to providing fair and accessible employment practices.

In our commitment to provide a selection process and work environment that is inclusive and barrier free, accommodation will be provided in accordance with the Ontario Human Rights Code. Any special accommodation needs required in order to allow you to participate in the hiring process to your full potential can be arranged in advance by contacting The Hiring Manager, who will work to arrange reasonable and appropriate accommodation

Recruitment

Westlight Hotel Services Ltd. Has reviewed our recruitment and assessment practices to ensure compliance with the Employment accessibility standard by January 1, 2016. This includes the requirement to notify the public and staff that, when requested, Westlight Hotel Services Ltd. will accommodate people with disabilities during the recruitment and assessment processes. Successful applicants will be notified about Westlight Hotel Services Ltd.’s accommodation policies at the time the offer of employment is made. This information will also be shared with new staff during onboarding training.

 

Individual Accommodation Plans and Return to Work Processes

Westlight Hotel Services Ltd.’s current Accommodation Process provides employees with individualized accommodation and does comply with the steps outlined in Section 28 of the Accessibility Standards. Our current Accommodation Process includes return to work practices for employees that have been absent due to disability or illness.

To ensure that our Accommodation Process is in full compliance with this requirement, we have developed, a written procedure that will clarify what roles HR, Managers, and employees will have in the process. This will include:

  • Defining the manner in which an employee requesting accommodation can participate in the development of the individual accommodation plan.
  • The manner in which the employee can request the participation of a representative from their bargaining unit (if applicable), where the employee is represented by a bargaining agent, or other representative from the workplace, where the employee is not represented by a bargaining unit, in the development of the accommodation plan.
  • The frequency with which the individual accommodation plan will be reviewed and updated and the manner in which it will be done.
  • The means of providing the individual accommodation plan in a format that takes into account the employee’s accessibility needs due to disability.

Performance Management and Career Development Processes

Westlight Hotel Services Ltd. currently has performance management and career development tools in place for employees. We will review these tools and processes to ensure that the accessibility needs of employees with disabilities are taken into account.

Redeployment Processes

Westlight Hotel Services Ltd. does not currently have a redeployment process in place. For large-scale organizational changes we follow Westlight Hotel Services Ltd.’s principles which are global guidelines to manage people impacts of large scale organizational changes consistently and fairly.

If Westlight Hotel Services Ltd. should put a redeployment processes in place, we will ensure that accessibility needs of employees are taken into account including the individual accommodation plans.

Design of Public Spaces

Westlight Hotel Services Ltd.’s will meet the Accessibility Standards for the Design of Public Spaces in Ontario when building or making major modifications to public spaces. Public spaces include:

  • Recreational trails/beach access routes
  • Outdoor public eating areas like rest stops or picnic areas
  • Outdoor play spaces, like playgrounds in provincial parks and local communities
  • Outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas and accessible pedestrian signals
  • Accessible off street parking
  • Service-related elements like service counters, fixed queuing lines and waiting areas

Notice of availability

Westlight Hotel Services Ltd., will notify the public that our policies are available upon request by posting a notice at the Front Desk.

Modifications to this or other policies

Any policy of Westlight Hotel Services Ltd., that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

 

 

 

 

 

 

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