United States of America v. Hilton Worldwide Inc. - Consent Decree

31. By one year after the Consent Decree Date and for the term of this Consent Decree, HWI shall specify that Franchised Hotels in the United States take the following actions, within 120 days after the requirement is imposed:

(a) Designate an onsite ADA Contact Person who shall have authority to resolve complaints at the local level as specified in Paragraph 30 above. Any person appointed as an ADA Contact Person shall have a background in customer service.

(b) Place a notice in the in-room written hotel directory of services advising guests to contact the ADA Contact Person with 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.

(c) Document (by the ADA Contact Person) the nature and outcome of all ADA-related complaints, specifying the name of the complainant(s), the name and location of the hotel, the date of the complaint, and the subject of the complaint. A summary of ADA complaints received and the outcome of each complaint shall be maintained at each hotel for one year.

(d) Implement an ADA Training Program as specified in Paragraph 24 above. All categories of employees of Franchised Hotels who must complete an ADA Training Program (as specified in Paragraph 24) hired after the expiration of the 120-day period referenced at the beginning of Paragraph 31 shall do so within 90 days of hire. HWI will make available its ADA Training Program to Franchised Hotels but such hotels may use their own ADA training program provided that it meets the requirements set forth in Paragraph 24. If a Franchised Hotel chooses to use its own ADA training program, the contents of that training program shall be provided to HWI’s ADA Compliance Officer and made available to the United States upon written request.