ACCESS AND INCLUSION STATEMENT

Our commitment

Aquarius Resort is committed to providing a welcoming, respectful and inclusive environment for all guests, owners, visitors and staff. We aim to ensure that people with disability, older people, families, and people with different access, communication or support needs are treated with dignity and can enjoy their stay as independently and comfortably as possible.

Accessible and inclusive service

Our team will make reasonable efforts to understand individual requirements and provide helpful, respectful assistance. Guests are encouraged to discuss accessibility requirements with the resort before arrival so that available facilities, apartment features and any practical limitations can be explained and suitable arrangements considered.

• We welcome enquiries about accessibility and individual support requirements before booking and during a stay.
• We aim to communicate clearly and respectfully and to provide information in a way that is easy for the guest to understand.
• Where a particular accessibility feature cannot be provided, we will explain the limitation and, where reasonably possible, discuss alternative options.
• Assistance animals will be treated in accordance with applicable Queensland and Australian requirements.

Accommodation and facilities

Aquarius Resort comprises privately owned apartments, therefore individual apartments may differ in layout, furnishings, bathroom configuration, balcony access and other features. For this reason, accessibility cannot be assumed to be identical across all apartments.

• Guests should confirm the specific apartment's access and features before booking if they have mobility, bathroom, bedroom or other accessibility requirements.
• Information about lifts, parking, pathways and common facilities can be provided on request.
• Where an apartment has features that may assist a guest's requirements, these will be described as accurately as possible. Arrival, parking and movement around the resort The resort will provide practical information about arrival and movement around the property so guests can make informed arrangements. Where assistance is requested, staff will provide reasonable guidance within their role and the property's capabilities.
• Information about undercover parking and access to the building can be provided before arrival.
• Guests with mobility requirements are encouraged to advise the resort in advance so arrival and check-in arrangements can be discussed.
• Common areas, access routes and facilities will be maintained in a manner that supports safe and reasonable access.
• Our undercover parking has a 2m height limit.
• At the front of the resort there is an access ramp to an automatic door to enter the resort.
• Currently we do not have a specifically marked disabled car park available or nearby.
• One lift is available to access all levels of the resort.
• All apartments have a small lip at the front door entrance.
• All apartment doors have a lever handle; however, they are fire doors and may be heavy to open for some people.
• All apartment doors open inwards.
• The reception has a locked disabled toilet to access throughout your stay. A key can be given on request.
• Aquarius 46 (2-bedroom, 1 bathroom apartment) has rails near the toilet and inside the shower.

Communication and assistance

Aquarius Resort recognises that inclusion includes more than physical access. We aim to provide a friendly, patient and respectful service for guests who may require additional time, alternative communication, assistance with information, or other reasonable support.

• Staff will listen to individual requests and seek practical solutions where reasonably possible.
• Guests may nominate a preferred method of communication where practical.
• Personal information relating to a guest's accessibility requirements will be handled respectfully and in accordance with applicable privacy obligations.

Safety and emergency considerations

The safety of guests, visitors and staff remains a priority. Accessibility arrangements must also be considered alongside emergency procedures, fire safety requirements and the safe operation of the resort.

• Guests who may require assistance during an emergency are encouraged to advise management of any relevant needs.
• Emergency access routes and exits must always remain clear.
• In the event of an alarm activation, all guests must follow emergency procedures outlined in their apartment booklet.

Feedback, complaints and continuous improvement

Aquarius Resort welcomes feedback about accessibility and inclusion. If a guest experiences a barrier, difficulty accessing a facility, or a concern about the way an accessibility request has been handled, they are encouraged to contact management so the matter can be considered and, wherever reasonably possible, addressed.

• Accessibility feedback will be treated respectfully and without discrimination.
• Feedback may be used to identify practical improvements to guest information, services, facilities and procedures.
• Direct feedback to the manager is preferred so all parties understand the context and scope of the issue.
• Guests are encouraged to contact Aquarius Resort before booking or arrival if they would like to discuss accessibility requirements or confirm the suitability of a particular apartment or facility.
• Reception Hours: Monday-Friday 9am-4pm; Saturday and Sunday 1pm-3pm. Closed Public Holidays.
• Phone contact: 07 5452 9400
• Email contact: bookings@aquariusresort.com.au