Mother's shock after pub she'd visited for eight years cancelled her Sunday meal booking

Release time：2024-05-21 16:39:40 Source：Global Grid news portal

A mother has spoken of her anger after a pub accepted her booking for a Sunday meal – but then cancelled it because her group contained 'too many kids'.

Natalie Bean told MailOnline that she was left feeling shocked when the owner of The Lordship Pub in East Dulwich, which describes itself as child-friendly, called her to say that her booking had been cancelled because there were 'more children on it than adults'.

Natalie, who lives in East Dulwich, told MailOnline that the booking was for herself, her husband and their kids (aged 11 months and four), plus her sister-in-law and her children (aged three, six and eight). They love the pub so much that there's even a painting of it in their house.

She said: 'We've been going to The Lordship for the past eight years and it was by far our favourite pub. I used to tell other families to go there as the staff were so friendly with our kids and always made us feel very welcome.

'As normal, I booked a table through OpenTable, but this time, as we were due to have my sister-in-law and her three kids join us, I decided to request a big square table in the corner, so that my buggy (for my 11-month-old) would be well out of their way.

Natalie Bean told MailOnline that she was left feeling shocked when the owner of The Lordship Pub in East Dulwich (above), which describes itself as child-friendly, called her to say that her booking had been cancelled because there were 'more children on it than adults'

'I honestly thought nothing of it, as we've been going for so long and experienced nothing but a feeling of warmth and welcome.'

But then her customer service experience turned sour.

She continued: 'The owner called me on my mobile to tell me he was cancelling my booking. I asked why and he said, "There must be more adults than kids on the booking." He then proceeded to tell me about other kid-friendly places in Dulwich.

'I responded by saying I always sent families his way… I was a bit shocked to be honest as I've never experienced this type of behaviour there and I have certainly never had a restaurant or pub cancel my booking.

'When my husband called to double-check there was no way we could keep the booking, the owner was unapologetic about it and my husband said he thought it was a very discriminatory policy, especially in a family place like Dulwich.'

Natalie described her experience on Facebook forum East Dulwich Mums, with her post attracting over 80 comments. Many were sympathetic, with one user reassuring Natalie that she 'made really valid points', adding that her experience sounded 'awful'. Above - stock image

Natalie added: 'I completely understand having child-free establishments, it's absolutely fine for people to want child-free spaces, but this policy just feels discriminatory to certain families.'

Natalie described her experience on Facebook forum East Dulwich Mums, with her post attracting over 80 comments.

Many were sympathetic, with one user reassuring Natalie that she 'made really valid points', adding that her experience sounded 'awful'.

Another tried to see the situation from the pub's point of view, writing: 'Maybe they've had complaints from other regulars that don't take their children? Not everyone wants a pub full of children. I'm sure your kids are very well-behaved, but I've experienced the complete opposite in Dulwich, and it's a nightmare. Personally, I steer clear of drinking in Dulwich because everywhere is full of kids.'

On its Twitter profile, The Lordship Pub describes itself as 'an independently owned gastro pub' where 'dogs, kids and well-behaved adults [are] welcome'. Though it has a disclaimer on its website explaining that it doesn't accept online bookings for parties with children.

It reads: 'Please note, we do not accept online bookings for reservations with babies, toddlers and young children. Please email [email protected] with your requirements and we will be in touch.'

Natalie revealed that she wasn't aware of this policy.

She added: 'It seems they are child-friendly to get custom, but only on their terms with regard to how many there are. If you don't fit into [their] idea of a family, you get your booking cancelled. No matter how loyal you've been over the years.'

MailOnline Travel contacted The Lordship Pub for a comment but did not receive a response.

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