Access in Summary
Accommodation
There are fifteen accessible bedrooms located across four floors, all near to the lifts. The rooms are offered as standard or superior. Each room has an en-suite with accessible shower facilities.
Car Parking/Drop Off
There is a car park located to the rear of the hotel. The car park has a separate entrance which is on level access and leads into a lower lobby area. There are two accessible spaces and these are the nearest spaces to the entrance. The safest drop off point is also from the car park as the road outside the main entrance can get busy. The drop off is also on level access.
Public Transport
There is a Docklands Light Railway (DLR) station and two bus stops within 2 -3 minutes walk from the hotel on Victoria Dock Road. Custom House DLR is an accessible station with a lift from the platform to street level. The routes from both the station and the two bus stops are on level access to the main entrance.
Access into Hotel
There are entrances to the front and rear of the hotel. The main entrance is on Victoria Dock Road. There is a revolving door with a manually powered pass door to the side. There is also an additional door close to the pass door. The entrances are on level access into the reception lobby. The rear entrance is on level access and leads from the car park. There is a raised threshold at the entrance which some wheelchair users may find difficult to negotiate unaided.
Circulation
This is a large hotel with services and facilities on a number of levels. All levels are accessible by the use of a lift and/or platform lift. Wheelchair customers wishing to use the bar are advised to use the rear entrance from the car park. This is on level access. The front entrance has a ramp which is on a steep gradient.
Reception
The reception is located opposite to the main entrance and is visible upon entering the reception lobby. There is a large reception counter which some customers may find too high. There is a seating area nearby for customers who find the counter too high. A portable chip and pin machine is available at reception. The reception lobby is a bright and spacious environment and there is an upper and lower section to the lobby with a platform lift between the two levels. Lifts to the upper floors are located on the lower lobby level and there is also a vending machine and toilets.
Bars
The Custom House Bar and Kitchen is located next to the main hotel. There is an internal entrance from the reception however this is not step free. The entrance from the front of the hotel has a ramp which is on a steep gradient. The most accessible entrance is located to the rear of the hotel via the car park. Wheelchair users may require some assistance entering the bar as there is a raised threshold to negotiate. The bar is large and affords a good level of lighting and circulation. A table service is available for customers who are unable to use the bar and there is a range of tables and seating to suit all users.
Restaurants
There are four areas where food is available. Breakfast is serviced on an assistance self service basis on the first floor. This is opposite to the lifts. The Custom House Bar and Kitchen has a bar menu available during the evening. The most accessible route to the bar is via the car park. The Ho Lee restaurant is located on the lower lobby level on level access. This is a open for lunch and dinner and is on a table service basis. The Custom House Cafe is also accessible from the lower lobby. The Cafe has a lounge area which is on level access and a lower level which is not step free, however a table service is available. All of the restaurants have tables and seating to suit all users.
Business Facilities
Capstans meeting and events venue is located to the rear of the hotel and is accessible from the car park There is shallow incline leading to the entrance from the car park. During events the doors are held open on magnetic devices. The venue is bright and spacious and there is a good level of circulation. Each of the rooms can be arranged in a number of formats including open plan where the room dividers are removed. There is a good sized break out area including a separate area for taking meals.
Staff: Languages spoken
The hotel have a good complement of staff who are on hand to offer assistance. There are a number of languages spoken at the hotel although it is advisable to check in advance should a particular language be required.