Guide dog user says access refusals are rising

Kim Milward said businesses need to do more to make sure staff are fully trained on the Equality Act

A guide dog user wrongly turned away from a hotel says such incidents are on the increase.

Kim Milward, from Northampton, said she and her guide dog Woody were stopped from entering the town's Westone Manor Hotel, where they had been due to stay on Tuesday last week.

Ms Wilward, 55, said she was spoken to "through the crack of a door" as she was turned away. She said she told staff the refusal was unlawful, but no senior manager was on site to intervene.

The hotel offered its "sincere apology" and said the situation arose due to a "misunderstanding by a new and junior member of staff", adding that it would implement extra training.

Ms Milward, who has used a guide dog since 1995, said while she acknowledged the hotel's apology, she still felt disappointed by the "level of incompetence" it had displayed.

"It's not just about me, it's about the next person," she said.

"Mistakes can happen, but you shouldn't put people out who aren't fully qualified.

"Access refusal [for assistance dog users] seems to be happening more. I'm speaking out because I don't want it to happen to someone else."

In England, Wales and Scotland, the Equality Act 2010 makes it unlawful to discriminate against a disabled person because they have an assistance dog with them when accessing businesses or services.

The Westone Manor Hotel has apologised for the incident

In a statement, the hotel, in the Weston Favell area of Northampton, said: "This was entirely our responsibility, and we deeply regret the distress and inconvenience caused to the guest involved.

"As soon as the matter was brought to our attention, we apologised to the guest and have processed a full refund through the agency with which the booking was made."