The Kings Head — Restaurant in North Norfolk

Sadly not a pleasant experience.

I'm a wheelchair user who entered these premises yesterday. The doorway gives no indication of the small step down. My wheels fell down into the pub. No matter, I assumed that there would be a level exit. Found a table, chose some food and drink and asked my friend to go to the bar. We were advised by a couple on the next table that while the food was good we needed to be prepared for a long wait. We chose to leave. This is where the true difficulties started.

The entrance I had come in was indeed the disabled access. In the words of the staff "well it's only one step" To a wheelchair user this is one step too many. A member of staff helpfully opened both doors for me. I didn't know how this was going help with lowering the step but I duly approached the doors to demonstrate how I couldn't get out. Then turned around and demonstrated how my chair wouldn't get over the step backwards either. Now with 2 members of staff telling me that this was the way out I suggested that perhaps they would get the ramp for me. Oh, no, not possible, there is no ramp. I waited patently while the staff tried to work out how they were going to comply with current and long standing legislation on accessibility to their premises. Eventually one decides to go off and find something to make into a temporary ramp. I was then offered a glass of water if I needed it while sitting in the open doorway. I declined. The staff member returned triumphant, with what could only be described as a couple of bits of wooden fence! A temporary and very risky two lumps of fence were then manipulated into place. They were dangerous, my wheels came off them, and the wood moved. One member of staff appeared determined to try and lift my chair manually by handling the electric controller. He was told to not touch the controller by both myself and my companion on at least 4 separate occasions.

Eventually I escaped from this nightmare. I had been, embarrassed, poorly treated, and made to feel stupid. Jolted, causing much pain and humiliated.

All because this business does not comply with disability access legislation and staff lack basic customer awareness training. Photos show the doorway, the step and the bits of wood.

I look forward to hearing Green Kings response.

I'm not going to share my email address as this would leave me open to abuse. Please leave an email address that I can contact Matt on direct. I am more than happy to help out a business to comply with current disabled access...

I booked a table for 4 on Sunday (fathers day). I was told the restaurant was very busy and they only had one table left, so I agreed to have the 6pm slot. (1 hour 30 minutes per table). On arriving it was only half full, lots of tables were empty. They never filled up for the time we were there. The waitress came and took a drinks order and told us there was a 45 minute wait for food. We ordered and 15 minutes later we were told that 2 of our meals were sold out, so we changed and again one of those was sold out. Eventually the food came. It was obvious it had been standing as it was cold. The scampi was over fried, dark and dry. The fish was broken bits, with soggy batter. Steak was literally a piece of grissle, just inedible. Hunters chicken was ok. All 4 meals had very few chips, which again were cold. A regular size glass of diet coke came in a dirty glass, it was £4.05. The waitress asked how our meal was and I politely and discreetly told her that I wasn't happy, 3 of the 4 were disappointing, especially the steak. She just said she was sorry about it and asked if we wanted more drinks as our booking slot was coming to an end, (45 minutes of it was taken up waiting for the food)! I asked for the bill but nobody came so I went to the bar to pay for the food and drinks and it was empty, no staff around, so I had to get the attention of a passing waiter, I was asked if I needed a receipt, I paid and returned to my table. Thank heavens I got a receip as the ultimate insult came when we were leaving, a waitress got between two of us and gestured to another member of staff that we hadn't paid, it was blatant. I was stopped, she said 'I take it you will pay at the bar on your way out guys, it's this way! It was excrutiatingly embarrassing as guests were witnessing it. I had to show her my receipt! I can see this place gets a lot of negative feedback and the stock reply is 'we are working to improve', but they aren't! They are working on a wing and a prayer and haemmoridging customers in the process. Holidaymakers will be disappointed and write it off as a bad experience. We are locals and recommend eateries/bars etc to each other to support not just in the summer months but all year round. The venue is well placed at the Riverside and it's refurb is lovely, however as a place to eat I don't recommend the Kings Head Wroxham. It's not good, don't waste your money and you won't...

AVOID THIS PUB RUN BY DISCRIMINATORY BIGOTS

Rather than retype i thought I’d copy and paste my email to the CEO of Green King pubs

I am compelled to write to you following my recent visit to your pub the Kings Head at Hoveton. Myself and my adult son with severe learning disabilities who is 22 years old, 6ft 3 and 15stone, called on a lovely summers evening as part of our holiday. I ordered myself a drink and an alcohol free Heineken zero for my son. Just to clarify we do not generally give he lager though there is no reason for him not to have it I prefer for him not to but he likes to drink from the bottle like his brothers and step father. While serving my drink the barmaid was obviously very uncomfortable looking at my son as though he had two heads or were an alien! Once she had poured my drink she proceeded to ask me for ID for my son for the alcohol free lager! I might add I have NEVER been asked for his ID in the last 4 years! Obviously as he has severe learning disabilities I was not able to produce a driving licence. I do not carry his passport around with me and despite having several cards which confirm his disability and complex needs ( issued by adult services meaning he had to be over 18) non displayed his date of birth and your barmaid refused to serve me! I then asked to speak to the manager who no doubt having trained your staff to be intolerant bigots also refused to serve me alcohol free lager! I am furious about this treatment, my sons life is challenging daily not only for him but for those who care for him without having to still deal with this type of discrimination and hatred towards him. I have no doubt you will do very little if anything about our treatment. But I felt it only fair to make you aware I shall be posting the above in full as a review on all relevant websites and urging people not only to boycott the kings head public house but all green king venues as your policy on disability is obviously that you do not...