Marston’s apologises after mum and autistic daughter advised pub ‘not appropriate’ for them
Radio presenter Lynne Chick was left shocked after she and her 13-year-old daughter Emily were turned away from The Running Hare in North Wales after requesting a quieter table away from the play area
Emily has autism
A UK pub chain has issued an apology after a mother and her autistic daughter were refused service when they asked for a quieter seating area, being told the venue wasn’t “suitable” for them.
Radio host Lynne Chick, 52, from Connah’s Quay, visited The Running Hare in Ewloe, North Wales last Saturday alongside her 13-year-old autistic daughter Emily. The pair had planned to enjoy a carvery lunch together. Lynne explained she “politely” requested whether they could be seated at a table for two in a calmer section of the establishment, away from the children’s play zone.
However, Lynne claims staff informed her they would have to refuse them entry as they “didn’t think it would be suitable for her”, reports North Wales Live. The establishment belongs to the Marston’s chain, which has since offered an apology to the family over the incident.
Representatives stated the venue is “intended to be an inclusive and welcoming place for everyone” and pledged to learn from what occurred whilst “reinforcing guidance” to “ensure that every guest feels comfortable, supported and valued”.
Lynne is determined to highlight what transpired to encourage hospitality venues to take inclusivity more seriously.
Recounting the experience, she explained: “On Saturday, my autistic daughter and I were turned away from The Running Hare Restaurant and Pub after I politely asked if there was possibly a quieter (away from the play area) area available for a table of two.
“What followed was shocking. I was told – in front of my autistic daughter – that they were ‘going to have to turn us away because they didn’t think it would be suitable for her’.
“Not because of behaviour, not because of safety but because they decided that their venue was ‘not suitable’ at that time for my autistic child.
“The seating capacity is apparently 180, the place was virtually empty. That is not acceptable. That is not inclusive. And that is not how disabled people – or their families – should ever be treated.”
Staff claimed that two large groups were expected to arrive.
Lynne explained: “They couldn’t guarantee it wouldn’t be noisy after I explained my daughter’s sensory issues but we were simply asking for two carveries and would have been in and out well within that time, I did explain I had ear defenders with me for her, and simply would prefer to sit away from the children’s area.
“More importantly, venues do not get a free pass to exclude disabled people. Inclusion is not optional when it’s convenient. Autistic people have the right to exist in public spaces.
“They have the right to eat out, they have the right to dignity.
“And parents should never be made to feel their child to a problem simply for being autistic – especially in front of them.”
Referencing Chris Packham’s saying “When you’ve met one person with autism, you’ve met one person with autism,” Lynne highlighted how unique each autistic child is. She detailed how Emily faces particular triggers involving sound, smell, and texture, which can result in bouts of screaming, head-banging, and self-injury.
Emily is also selectively mute and occasionally relies on a wheelchair owing to mobility difficulties.
Lynne is determined that by speaking publicly, she can boost awareness and foster greater understanding of the varied requirements of autistic people.
She also voiced her appreciation to Joe Edwards and the staff at The Pen Y Bont Farm, where they visited following the incident.
She remarked: “The Pen Y Bont are the perfect example of inclusion.”
In an email to Lynne, Marston’s wrote: “I’m truly sorry for the experience you and your daughter had, no guest should ever feel excluded, and I understand how upsetting this must have been, especially given the impact it had on your daughter in the moment.”
A Marston’s spokesperson commented: “We never want any guest to feel unwelcome in our pub, and we’re truly sorry about Lynne and her daughter’s experience.
“Our pub is intended to be an inclusive and welcoming place for everyone, and we take all feedback seriously.
“This has prompted important learning for our team, and we have reinforced guidance to ensure that every guest feels comfortable, supported and valued when they visit us.”
