11/09/2026
I would like to share an incident that happened few minutes before because what really affected me was the way they spoke to me.
An elderly gentleman came into the pub and told us he wanted to use the toilet. He also said that he would have a b**r, so of course we told him that was absolutely fine. However, he eventually left without ordering anything. I followed him outside and politely asked him which b**r he was going to have, as that was what he had told us.
He immediately started shouting at me and explained that he had only come to use the toilet. I explained that our toilets are not public toilets and are only for our customers. They then told me that they had been here in the morning for breakfast and that they wouldn’t be coming back for breakfast. I apologised and explained that I was not here in the morning and therefore I had not served them.
I completely understand that they are elderly and may need to use a toilet, but our toilets are not public and we have a policy that they are for customers only.
Then they asked me, “What would you do if they were your grandparents?” I told them that unfortunately I never had the chance to know my grandparents. The lady then replied, “I can see your grandparents died because you didn’t let them use the toilet,” and then she started insulting me.
I simply replied, “Thank you . Have a nice evening ” and walked away.
I understand that everyone has their own needs and circumstances, but I don’t think anyone deserves to be spoken to or treated like that, especially when we are simply trying to follow the rules of our business.
Anna - The Pub
