Accessibility

Guests requiring accessibility aids are warmly welcomed at West Court Retreat. We are confident that we have taken every step to ensure everyone can enjoy the accommodations and facilities we offer.

Our goal is to ensure all visitors have a fantastic experience with us. Below, we outline our access arrangements. All staff are fully trained in customer service, so if you require assistance at any stage during your visit, please ask a member of staff. 

We are proud to have achieved a 5 Snowball Accessibility Rating. Snowball is a widely used accessibility assessment organisation that helps people find and rate inclusive spaces for individuals with accessible requirements. 

Nirvana Spa has a separate accessibility statement which you can access at https://nirvanaspacollection.co.uk/spa/accessibility/ if you are looking to book a Spa and Hotel stay with us. 

Essential companion
Hotel rooms
Emotional Support Animals and Assistance Dogs
Facility access
Feedback and contact information
Arrival
Fire Evacuation

Essential Companion

The Nirvana Spa Collection operates an Essential Companion Accompanying Scheme, which allows those guests with a disability to be accompanied by an Essential Companion at no additional cost for attendance. This scheme is subject to the following Terms and Conditions, and eligibility will be considered by the Management Team at pre-booking stage. 

  • The Scheme entitles the guest to obtain a carer’s pass for the person who is to provide assistance for them during their visit to Nirvana.
  • This pass must be purchased by the eligible guest at the same time as the guests booking.
  • Guests requiring more than one carer’s pass will be considered on a case by case basis by the Management Team.
  • The guest applying for entitlement under this Scheme will be asked for proof of the need for an Essential Companion.  The following documents will be accepted: 

    1. Disability Living Allowance or Higher Mobility Component of Disability Living Allowance.
    2. Personal Independence Payment or Enhanced Mobility Component of Personal Independence Payment.
    3. Armed Forces Independence Payment.
    4. Certificate of Visual Impairment.
    5. Attendance Allowance.
    6. Disabled Identification Card.

If the guest does not have any of the above documents, but still requires an essential companion, please contact us so that we can discuss the needs further. Please note, the Blue Badge will not be accepted as proof of eligibility. 

Please note that we charge a flat rate for our accommodation, regardless of how many people are staying in one room. The difference in price for one or two people is solely based on the provision of Food & Beverage (Dinner, and/or Breakfast). 

  • When using the facilities, the Essential Companion must always accompany the guest. 
  • The Essential Companion must not use the facilities without the guest being present. 
  • The Essential Companion must be able to provide appropriate assistance to the guest and the assumption will be that the person accompanying the eligible guest will be 16 years or older. 

The Management Team reserve the right to judge the ability of any person to assist the eligible person during their visit to West Court Retreat and to refuse the provision of an Essential Companion pass where deemed inappropriate. 

Emotional Support Animal and Assistance Dog Policy

Emotional Support Animal and Assistance Dog Policy

  1. Introduction
    • West Court Retreat is committed to creating an inclusive and welcoming environment for all customers. The hotel recognises the vital role that Assistance Dogs and Emotional Support Animals play in providing effective support for individuals with disabilities. 
    • This Policy is designed to provide general information and guidance in relation to Assistance Dogs and Emotional Support Animals at West Court Retreat. The Policy relates to animals that have been formally accredited[1] or registered[2] to provide that assistance/support. Emotional Support Animals who are not registered will only be permitted in exceptional circumstances.  Consideration can only be given to small animals that can appropriately, safely and hygienically enter the premises.
  2. Definitions
    • Assistance Dogs are trained to help people with a wide range of difficulties and are not just limited to visual impairment. Assistance Dogs carry out a variety of practical tasks for people as well as supporting their independence and confidence.
    • Assistance Dogs trained by member organisations of Assisted Dogs (UK) will have formal identification in the form of either an ID tag on the dog's collar, a harness, a jacket or a lead slip. However, this is not a legal requirement.
    • An Emotional Support Animal is an animal that provides support to individuals with a mental health condition. An Emotional Support Animal provides comfort and companionship to its owner, for which no specialist training is required.
  3. Responsibilities
    • The Assistance Dog and Emotional Support Animal will always be the responsibility of its owner at the premises. The owner must ensure that the Assistance Dog or Emotional Support Animal is always on a lead when walking in and around the hotel premises, uses the rear external gardens for its toileting needs, has all its requirements in respect of feeding, toileting, watering and veterinary attention met and wears animal socks. The Assistance Dog or Emotional Support Animal must be in good health. 
    • The Hotel will ensure that all staff are aware of the policy and that it is adhered to. The Hotel will be responsible for putting in place systems of work to manage the presence of Assistance Dogs or Emotional Support Animals to provide a safe environment.
  4. Exclusion Areas
    • The Assistance Dog will be allowed in all areas apart from those excluded on the grounds of welfare to Dog; this includes restaurant areas as the Chartered Institute of Environmental Health has determined that Assistance Dogs are unlikely to present a risk to hygiene so should be allowed to access to the restaurant and any other food premises. 
    • The Assistance Dog will not be allowed in the following areas:
      • Pool patio
      • Sauna
      • Steam room

This is to protect the welfare of the Assistance Dog.  If the temperature is above 20 degrees Celsius this may have an impact on the Assistance Dog and care should be taken to prevent the Dog getting too hot[3].

    • The entry and exclusion areas of an Emotional Support Animal will be considered on a case-by-case basis dependent on the needs and safety of the owner and animal.
  1. Toileting of Assistance Dogs and Emotional Support Animals
    • The external rear gardens outside the tennis courts are to be used and the owner must ensure that all waste is removed. 
    • The owner will be responsible for ensuring bags are used to clean up after an Assistance Dog and Emotional Support Animal. Bags are not provided by West Court Retreat.
    • In the event of an Assistance Dog or Emotional Support Animal fouling outside of the designated area, it will be the owner’s responsibility to remove the waste.
  2. Allergies
    • All customers will be made aware of the presence of the Assistance Dog or Emotional Support Animal to identify any allergy concerns. 

If there is an identifiable person with an allergy to dogs or an Emotional Support Animal, the Hotel will discuss this with both parties to maintain optimal safety.

7            Review

7.1          This Policy will be reviewed annually.

[1] Accreditation for Assistance Dogs and Emotional Support Animals ensures that they meet high standards of training and welfare. Organisations like ADUK and ADI provide accreditation for Assistance Dogs, but this is not an exhaustive list.

[2] There is no formal accreditation process for Emotional Support Animals, like there is for Assistance Dogs.  Some private registries such as the Emotional Support Animals UK Registration Club offer registration services.  Emotional Support Animals should be prescribed by a licenced mental health professional and have a valid UK registration.

[3] https://www.guidedogs.org.uk/getting-support/information-and-advice/dog-care-and-welfare/hot-weather/

Arrival

For full details and maps of how to reach us please see the directions section of our website. Alternatively, you can plan your journey by car or public transport using a number of journey planning websites. 

The nearest train station (Wokingham) is 5 miles from the Hotel; local Taxis are available with wheelchair access – please see contact information 
below: 

  • Loddon Cars (pre booking required) – 0118 9321 321
  • 24/7 (pre booking required) –  0118 9799 247
  • Top Cars – 0118 944 2222 

(please note the above company's inclusion within this statement does not constitute a recommendation by the Nirvana Spa Collection as to the above company's services) 

The car park has 10 widened spaces (3.2metres wide with access to rear) designated for accessible parking located immediately by the accessible entrance on the Officers’ Wing of the Hotel. The car park and outside access surfaces are all tarmac. Assistance can be offered on request.

On check-in we will ask whether you would require assistance in the event of an evacuation. 

Main Entrance 
The main entrance to the lobby is via 3 steps 13cm in height. The main doors are 62cm wide single door or 125cm wide double door. There are 7 steps from the lobby to the hotel reception each 13cm in height, the staircase is 192cm wide. The door access to the hotel reception is 124cm wide. The floor surface in reception is smooth oak laminate surface. The reception desk surface height is 111cm. The seating chairs in the reception are 43cm in height, the leather sofas are 45cm and 50cm in height. The fireplace seating is accessible via a small step 5cm in height, the seating is 50cm high and 115cm wide. The main Accessible entrance is via the rear of the building, the ramped access leads to the doorway which is 137cm wide. 

Hotel Rooms

Accessible Room 

We are pleased to offer a fully converted accessible room, thoughtfully designed to provide additional space and accessible features for guests with mobility requirements. Our aim is to ensure a comfortable and inclusive stay for all visitors. 

  • Our accessible room in the Officers' Wing Room measures 16.77m², the bathroom is 7.22m², the room is located on the ground floor. 
  • A mobile hoist, wheeled commode, and a stand aid is available upon request. 
  • The bedroom door measures 87cm wide, the bathroom door measures 95cm wide, the bathroom door has a 63cm handrail on both sides that is 86cm high. 
  • The bedroom can be configured into a twin or double layout. 
  • An emergency pull chord that alerts reception is located to the right of the bed and to the right of the toilet in the event of an emergency. 
  • High and low-level shelving and hanger rails are provided. 
  • The toilet seat is 48 cm high, with a handrail to the right of 80cm; the wash hand basin is 73mm high, with a grab rail above on either side of the mirror of 60mm. 
  • The shower area has a fold-up seat with a maximum load of 150kg at 48 cm high and handles to assist at 65cm to the right and in front of the seat. Shower controls are at 84cm with additional handrails affixed to the wall between 68cm and 148cm high. 
  • An additional fold-up seat with a maximum load of 150kg is satiated opposite the shower at 48cm high. With 80cm handrails located to the right and in front of the seat, and a 60cm handrail located to the left, at a height of 53cm to 70cm 
  • The bedroom vanity unit is 74cm high and is accessible along with the side of the bed at a width of 79cm. 
  • Bedroom and bathroom hooks are available at a height of 134cm. 
  • The bedroom floor is carpeted, and the bathroom floor is slip resistant. 

Officers’ Wing 

We have 8 additional standard bedrooms on the ground floor of our Officers’ Wing, with an additional 29 located on the 1st and 2nd floor. A lift is available for access to these floors which measures 90cm wide. Each Officers’ Wing room consists of differing sizes, layouts and fixture measurements. 

  • The entrance doors range from 70cm to 88cm in width, there is high and low-level storage for use along with high level hangers and hooks provided. 
  • Showers vary in size, the minimum width 61cm ranging up to 74. 
  • Toilets are 42 cm high. 
  • All bedrooms are carpeted and the bathroom floor is slip resistant. 

Manor House 

Please note that our Manor House is a historic, listed building with a traditional layout of narrow corridors and multiple staircases. Unfortunately, these features mean that some areas of the house are not accessible to guests with limited mobility. As the Manor House building does not have a lift, access to the upstairs rooms and certain parts of the property requires the use of stairs. 

Each Manor House room has a drastically different layout and features due to the nature of them being situated within a historic building, we are always happy to discuss individual needs or offer guidance on which rooms may be suitable for your visit. 

Deafguard 

A safety device for hard of hearing is available on request.

Deafguard is a battery-powered, portable device that is for the deaf and hard of hearing. Deafguard has a vibration pad and flashing light that is designed to wake people upon the sound of the alarm. 

Facility access

Pool and Pool Patio 

The Pool is a skimmer/freeboard pool that operates between 28 – 33 degrees Celsius; access is by 5 steps with a central handrail. 

The outdoor pool and patio were designed to be available year-round, on days of adverse weather, such as high winds, extreme cold, ice, hail, thunder and lightning, we are unfortunately obliged to shut the Patio. We have sun loungers situated on our patio 36cm high, accessible via a ramp from the main hotel corridor (access door 104cm wide) and there are two steps onto the patio. 

The automated accessible door entrance can be activated by pressing a panel to the left of the door 110cm from the ground, entering the hotel from the outside the panel is 110 from the ground located to the right of the door. 

There are two emergency call points, one is by the accessible entrance door, 85cm from the ground, and the other next to the main entrance to the hotel corridor 133cm from the ground. These are both facing the stepped entrance to the pool. 

The Figgures Gym 

The Figgures Gym is accessed by an external door which is 79cm wide, and a singular step. The Gym has a variety of equipment from running machines, resistance machines and free weights. 

The emergency call point is located on the wall, to the right-hand side of the entrance to the Sauna/Steam facilities. 

Sauna 

Certain medical contra indications apply due to the heat in both the sauna and steam facilities. If you have any concerns, please check with your medical advisor or contact the Hotel prior to your visit. 

Our Sauna is mixed-sex, accessible via the Figgures Gym, the main entrance door is 79cm wide, the two access doors to enter the thermal facility area are 69cm wide and the access door to the Sauna is 61cm wide. The fixed seating is set on one level 49cm from floor level. 

The emergency pull cord is in the corner of the Sauna. 

Steam Facilities 

Certain medical contra indications apply due to the heat in both the sauna and steam facilities. If you have any concerns, please check with your medical advisor or contact the Hotel prior to your visit. 

Our Steam Room is mixed-sex, accessible via the Figgures Gym, the two access doors to enter the thermal facility area are 69cm wide and the access door to the Steam Room is 55cm wide. The fixed seating is set on one level 49cm from floor level.  

The emergency pull cord is in the corner of the Steam Room. 

Officers’ Wing Accessible Toilet 

  • The Officers’ Wing Accessible toilet is located to the right of the Officers’ Wing lift, the access door is 86cm wide. 
  • The toilet seat is at a height of 47cm. The grab rail adjacent to the toilet is 74cm from the ground. The sink is 74cm form the ground with two grab rails either side, both 74cm from the ground.  
  • The emergency pull cord is located to the left of the toilet. 

External Accessible Toilet 

  • The external accessible toilet is located outside of the rear/accessible entrance to the hotel, next to Figgures Gym, the access door is 94cm wide. 
  • The entrance door has a grab rail on the inside106cm from the ground. 
  • The toilet seat is at a height of 47cm, with a grab rail on both sides 74cm from the ground. 
  • The sink is 74cm from the ground with grab rails either side. 
  • The emergency pull cord is located to the left of the toilet. 

The Colours (Restaurant)   

We can accommodate wheelchairs in The Colours, we kindly ask that you let us know in advance of your visit. 

The entrance door to the Colours Restaurant is 145cm wide, the seating inside is 45cm off the ground and the 46cm wide. The floor is smooth wood laminate.  

The Drawing Room  

There are two doorways to the Drawing room 95cm wide. The flooring is wood laminate. 

The seating is 44cm in height and the sofas are 144cm wide. The tables are from 41cm – 47cm in height. The round table, which seats up to 8 is 76cm in height with chairs 50cm in height. 

The Wright-Rivers Garden Room 

The doorway leading to the corridor is 87cm wide. 

Access to the room through a doorway 87cm wide. The corridor is 116cm wide narrowing to 105cm by the radiators positioned in two areas along the corridor. 

Further narrowing by the structural columns reduces the corridor width to 92cm wide. 

The room flooring is flat laminate wood, the main window does open to a height of 204cm, there is a 10cm step which leads to 3 further steps each 16cm high. The steps lead to a patio, flat paving slabs leading to 4 steps each 20cm high. 

Colonel Bob Fram MC Meeting Room 

Access to this room via a doorway 87cm wide. The corridor is 116cm wide narrowing to 105cm by the radiators positioned in two areas along the corridor.  The doorway to access this room is 77cm wide. The internal flooring is flat herringbone parquet flooring with no height changes. Seating is available 47cm high. 

The Devils’ Highway Bar 

Two entry/exit doors from 67cm to 75cm. The flooring is flat lino tiles; Seat heights range from 43cm to 52cm with the bar stools 77cm seating height. 

The Pavilion 

The accessibility access is located 25ft from the carpark. The door access is 103cm wide. The flooring is flat lino tiles. The two additional doors are 127cm wide with a 10cm step, and 103cm wide with a 17cm high step. The available seating inside is 47cm to 50cm high. 

The Treatment Room 

Access via lift, which is located next to the accessible hotel entrance on the ground floor, Officers' wing. The lift doorway is 88cm wide, first floor carpet with 4 doors to access, from 68cm to 86cm wide. Treatment room has laminate wooden flooring, seat heights from 43cm to 52cm. The treatment table height is 70cm. 

Tennis Courts 

Access to the outdoor Tennis Court is by a paved path 203cm wide, which is 130ft from the car park. Door access to the courts is 99cm wide onto tarmac courts. The seating available is 45cm from the ground. There is an emergency call point to the left of the court entrance, 130cm from the ground. 

Fire Evacuation

The Fire evacuation procedures are designed to accommodate customers with reduced mobility or hearing. Staff members are fully trained to evacuate customers when the alarm sounds. If you need additional support during an evacuation, please inform reception on arrival.

Feedback and Contact Information

We welcome feedback to help us improve. If you have any questions about accessibility, or if you would like to discuss specific requirements prior to your stay, please contact us: 

Email: [email protected] 
Phone: 0118 2277 113 
Address: West Court Retreat, Reading Road, Finchampstead, RG40 4AX 

We will do our best to accommodate your needs and make your stay as comfortable as possible. 

We are proud to have achieved a 5 Snowball Accessibility rating. Snowball is a widely used accessibility app that helps users find and rate inclusive spaces for individuals with disabilities.