Marston's Pub Issues Apology After Mother and Autistic Daughter Denied Entry
Marston's pub group has issued a formal apology after staff at one of its establishments turned away a mother and her autistic daughter who made a simple request for quieter seating. The incident, which occurred at The Running Hare in Ewloe, North Wales, has sparked significant discussion about inclusivity and accessibility in hospitality venues.
Incident Details and Family's Experience
Radio presenter Lynne Chick, aged 52 from Connah's Quay, visited the pub last Saturday with her 13-year-old daughter Emily, who has autism and associated sensory issues. The pair hoped to enjoy a carvery lunch but requested to be seated at a quieter table for two, away from the children's play area to accommodate Emily's needs.
According to Lynne, staff informed them that the venue was "not suitable" for them and turned them away, despite the pub having a capacity of 180 and being virtually empty at the time. Lynne explained they would have been "in and out" quickly and that she carried ear defenders for Emily, but the request was denied.
Lynne emphasised that this was not about behaviour or safety concerns, but rather an arbitrary decision that excluded her daughter. "That is not acceptable. That is not inclusive. And that is not how disabled people — or their families — should ever be treated," she stated.
Broader Implications for Disability Inclusion
The mother is now raising awareness to ensure other venues take inclusion more seriously. She highlighted that autistic individuals have the right to exist in public spaces, eat out, and be treated with dignity. Quoting naturalist Chris Packham's words, "When you've met one person with autism, you've met one person with autism," Lynne stressed the individuality of autistic people and their diverse needs.
She explained that Emily experiences specific triggers related to sound, smell, and texture, which can sometimes lead to challenging episodes. Emily is also selectively mute and occasionally uses a wheelchair due to mobility challenges. Lynne hopes that speaking out will foster better understanding and accommodation for autistic individuals across the hospitality sector.
Marston's Response and Learning Outcomes
In an email to Lynne, Marston's expressed sincere regret for the experience, stating: "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."
A spokesperson for Marston's added: "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."
The company has committed to learning from the incident and reinforcing staff guidance to prevent similar situations in future.
Positive Example of Inclusion
Following the incident, Lynne and Emily visited The Pen Y Bont Farm, where they received a warm welcome and appropriate accommodation. Lynne described them as "the perfect example of inclusion," demonstrating how venues can successfully cater to diverse needs with understanding and flexibility.
This case highlights the ongoing challenges faced by families with disabled members when accessing public spaces, and the importance of proper staff training and inclusive policies in the hospitality industry.
