Deafblind man allegedly turned away from Manchester hotel after requesting free Wi-Fi as access need (BSL)

A Deafblind man has shared his experience of allegedly having a hotel booking cancelled and being asked to leave the building after informing them of his accessibility needs.

Paul Scott, a Deaf British Sign Language user with optic nerve damage known as optic atrophy, visited Manchester on 14 January for work, booking with the Britannia Hotel near the city’s Piccadilly Gardens.

After using pen and paper to communicate with the receptionist and informing staff he was both Deaf and blind, Paul was told access to the hotel’s Wi-Fi would cost £7 a day.

“I let them know I needed Wi-Fi because it’s an access need. For example, using video relay services and BSL 999,” he signed in a video uploaded to Facebook, adding he also required the internet to watch TV on his tablet, due to screens often being far away from the bed with small subtitles.

“They asked me to fill out a [Personal Emergency Evacuation Plan] form, which I was fine with and filled in – it explains how to contact me in an emergency. Again, I need Wi-Fi so they can contact me via VRS which is on my tablet,” he added.

After further difficulties communicating, the receptionist eventually called over a manager, who Paul claimed used gestures to ask if he was Deaf and blind, which he confirmed.

“He was then typing something on his computer and I thought, ‘ah, the Wi-Fi or something, he has given me access’,” Paul said.

However, he claimed the manager gestured to him that he could go, before writing a message on a piece of paper explaining more information.

“I have cancelled your booking free of charge because we don’t want people like you here,” Paul alleged the message read.

Paul said the incident happened around 8pm, and that when he asked for support with an alternative place to stay, he received “absolutely nothing” in terms of help from Britannia staff.

He went on to confirm he was able to book a night’s stay at another hotel following Britannia’s cancellation.

Speaking to The Limping Chicken, Paul said he “didn’t argue or get angry or insulting” towards staff members during the conversation, with employees instead deciding to cancel his booking when he “asked about accessibility needs” under equalities legislation.

He wrote: “The experience was frightening as I had nowhere to stay in Manchester, far from home, [with] no safe space. I panicked as it made me feel that me being Deafblind was a problem for them and that no one wanted to help me because of my disabilities.

“I was upset and furious as they made me feel that the hotel is only for abled people – anyone different is not welcomed.

“My confidence with the hotel was shaken too as I felt worried it would happen again, and made me feel I cannot be proud as a Deafblind person.”

He concluded that “better awareness and training” around disability, the Equality Act 2010 and other equality and accessibility legislation needs to happen across the hospitality sector to ensure people like him are not treated differently.

In a statement provided to The Limping Chicken, Britannia Hotels said they are “really sorry for the inconvenience” experience by Paul.

“We value our customers’ opinions and would like to thank you for bringing this to our attention – the matter is now being investigated.

“Your concerns are being addressed straight away to our staff and [escalated] to top management for immediate action, to ensure this incident or misunderstanding is not repeated again,” they said.

Photo: Google.

By Liam O’Dell. Liam is an award-winning Deaf freelance journalist and campaigner from Bedfordshire. He can be found talking about disability, theatre, politics and more on Twitter and on his website.