Chat with us
BOOK

Accessibility and DEI at Elmhirst's

At Elmhirst’s Resort, you’re family from the moment you arrive. We’re committed to making sure every guest feels welcome, comfortable, and cared for, no matter who you are or how you experience the world. Below you’ll find details on our accessibility practices and our commitment to diversity, equity, and inclusion. If you have a question that isn’t answered here, please reach out. We’re always happy to chat.

Accessibility Information

Elmhirst’s Resort is committed to ensuring equal access and participation for persons with disabilities. We treat every guest in a way that supports their dignity and independence, and we work to remove and prevent barriers to accessibility.

We meet our obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), the Ontario Human Rights Code, and Ontario’s accessibility laws. Our accessible customer service practices are guided by four principles: independence, dignity, integration, and equality of opportunity.

You’re welcome to use your personal assistive devices when you visit. Our team is also trained on the assistive devices we have on-site, so they’re ready to help you make use of them.

You and your service animal are welcome in all areas of the resort that are open to the public.

If it isn’t immediately clear that an animal is a service animal, our staff may ask for documentation from a regulated health professional confirming that you need the animal for reasons related to a disability. Service animals are often easy to identify by visual cues, such as a harness or vest, or by the tasks they help with.

If a service animal is excluded by another law from a particular area, we’ll explain why and work with you to find another way to provide what you need.

If you’re accompanied by a support person, they’re welcome to join you anywhere on the property. Please contact us in advance to discuss any fees that may apply, as we’re often able to waive or discount them.

In rare cases, we may require a guest with a disability to be accompanied by a support person for health or safety reasons. Before making that decision, we will:

  • Speak with you to understand your needs
  • Consider the health or safety reasons based on available evidence
  • Confirm there’s no other reasonable way to protect your safety or the safety of others on the premises

If we determine a support person is required, we’ll waive the associated support person fees.

We’ll communicate with you in whatever way works best, taking your needs into account. Options include:

  • Phone
  • Voice
  • Text
  • Email
  • On-site signage and written materials

If you have a preferred method, just let us know and we’ll work with you to make it happen.

If there’s a planned or unexpected disruption to a service or facility used by guests with disabilities, such as the Universal Lavatory or the lift in The Landing, we’ll let you know promptly. The notice will include the reason for the disruption, how long it’s expected to last, and any alternative options available.

We share these notices by:

  • SMS to in-house guests
  • Email
  • Posted signs in our front office and lobby

Your feedback helps us identify barriers and improve. You can share thoughts or concerns with us by:

  • Text
  • Email
  • Phone
  • In person, with our front-of-house team

Feedback is directed to our General Manager and Resort Leadership Team, and you can expect to hear back within three business days. If you need feedback channels in an accessible format or with communication support, just ask.

Documents related to our accessible customer service are available on request. Let us know what you need and how you’d like to receive it, and we’ll provide it in an accessible format or with communication support, in a timely manner and at no extra cost.

You can request documents by text, email, or through our social media channels.

When you ask, we’ll provide information about the resort and our services, including public safety information, in accessible formats or with communication support. We’ll do this:

  • In a timely way that takes your needs into account
  • At no extra cost beyond what we’d normally charge

We’ll work with you to choose the format or support that suits you best. If something can’t be converted into an accessible format, we’ll explain why and provide a summary of the content instead.

We notify the public about the availability of accessible formats through postings in The Landing and on our website, and we work to meet WCAG 2.1 Level AA web accessibility standards in line with Ontario’s accessibility laws.

Every member of our team is trained in accessible customer service, Ontario’s accessibility standards, and the parts of the Ontario Human Rights Code that relate to persons with disabilities. We also train anyone who helps shape our policies or provides goods, services, or facilities on our behalf.

Training covers:

  • The purpose of the AODA and the requirements of the Customer Service Standards
  • Our policies related to the Customer Service Standards
  • How to interact and communicate with persons with various types of disabilities
  • How to assist guests who use an assistive device, service animal, or support person
  • How to use the accessibility equipment available on-site, including our Universal Lavatory and the lift in The Landing
  • What to do if a guest is having difficulty accessing our goods, services, or facilities

New team members are trained as soon as practicable after being hired, and we provide refresher training whenever our policies change. We keep records of all training delivered.

We’re committed to inclusive recruitment and employment practices. Job applicants, employees, and the public are notified that accommodations are available throughout the hiring process and during employment.

Our practices include:

  • Letting applicants know that accommodations are available when they’re selected for assessment
  • Informing successful candidates of our policies for accommodating employees with disabilities
  • Telling new team members about available supports as soon as practicable after they begin
  • Updating staff whenever our accommodation policies change
  • Consulting with employees on suitable formats for job-related and workplace information
  • Providing customized emergency response information when needed, with the employee’s consent shared with a designated helper
  • Maintaining written processes for individual accommodation plans and for return-to-work after a disability-related absence
  • Considering accessibility needs in our performance management, career development, and redeployment processes

Any policy that doesn’t respect and promote dignity, independence, integration, and equal opportunity for persons with disabilities will be updated or removed. This document is publicly available, and accessible formats are available on request.

DEI Information

Diversity, equity, and inclusion mean creating a culture that embraces what makes each person unique, where everyone shares responsibility for our common goals. It shapes how we treat our team and how we welcome you.

We provide our team with a stable, safe workplace that includes proper training and tools, fair wages and working conditions, opportunities for advancement, clearly articulated expectations, and strong leadership support.

Your experience with us is built on mutual trust and respect. From the moment you arrive, you can expect to feel safe, comfortable, listened to, and well-cared for.

We’ve committed to the following actions to keep diversity, equity, and inclusion woven into how we operate:

  • Building diversity, equity, and inclusion into our strategic planning
  • Investing time and resources to grow more diverse leadership across our management team, departments, and committees
  • Providing ongoing education for our team
  • Practicing transparent communication in every interaction
  • Setting measurable goals around the visibility of our DEI efforts and tracking our progress
  • Leading with respect and openness in workplace and everyday interactions
  • Acknowledging and addressing inequalities and bias in our policies, systems, and services, and reporting our progress as we go
Scroll to Top
elmhirst resort
  • Back
  • Stay
  • Dining
  • Spa
  • Events
  • Resort
  • About
Book now