Overview

On arrival it was clear that my ask on the online booking system for a suitable table had not been noted and at first I was asked if I was able to get out of my wheelchair! I was then allocated a table midway up the restaurant, which meant having to disturb each person sitting in the aisle seats as I made my way along. We were then allocated a table at the far end of the restaurant by a member of staff who was clearly trying to be helpful because it was obvious where I had initially been seated did not provide enough space. However, the unintended consequence of that was that I then had to navigate the full length of the restaurant to get out, again disturbing each table along the way. I contacted the Lido afterwards to highlight a couple of learnings. The first is that it might be better if a table could be reserved/allocated as near to the front of the restaurant as possible. This would make the experience more enjoyable for the wheelchair user and would minimise any disruption to other customers. The second is that it might be worthwhile flagging on their booking system that wheelchair users should contact the restuarant by phone when making a booking to highlight the detail of their requirements to staff. However, I suggested it should be obvious that the best customer experience would be to have a table allocated to as near the entrance as possible. To be fair the Lido responded to say that 'First and foremost, we sincerely apologize for the inconvenience you faced during your visit. It’s clear that we did not meet your expectations, and we regret that we didn’t provide the level of service you rightly deserve. We take accessibility seriously and it’s disappointing to hear that your special requirements were not fully noted when you made your booking. We completely understand how important it is to have a suitable and accessible space, and we are truly sorry for the disruption you experienced as a result. Your feedback regarding table allocation and how we can better accommodate wheelchair users is incredibly valuable. We will absolutely take your suggestions on board. Specifically, we will look into improving the booking system so that wheelchair users can easily highlight their needs and ensure that they are seated in the most accessible area of the restaurant. Additionally, we will review staff training to make sure that all specific requirements are clearly communicated and met on arrival. We also appreciate your suggestion about positioning tables nearer to the front of the restaurant, and we will see how we can implement this in the most efficient way to minimize disruption for all our guests. Your review on Euan’s Guide would mean a lot to us, and we would be grateful to see how we can improve based on your constructive comments. Thank you again for bringing this to our attention, and we hope to welcome you back for a much better experience in the near future. If there’s anything else we can do to address your concerns or assist with future bookings, please do let us know.'

Transport & Parking

The Lido is on the High Street and on street parking is available on a first come basis.

Access

To note summary comments. You are met with two sets of heavy double doors so would require an able bodied person to help you access the restuarant.

Toilets

Apparently these are available but I did not use them.

Staff

See summary note