1st of all I would like to point out that this was supposed to be a lovely birthday gift for mam.
I bought an afternoon tea voucher for 2 online. My sister was also coming with myself and mam, I telephoned hotel reception a good 2 weeks before the date, and when I telephoned I explained that my mam was in a wheelchair, therefore i clarified as advertised on website that it was all wheelchair friendly and the lady taking the booking, confirmed this.
So we arrived at whitworth hall just before 2pm and we headed straight to reception, where we met hurdle no 1, step up in door way, I went in and explained to receptionist that we were booked in for afternoon tea at 2pm but we couldn't even get in door as mam was in wheelchair, the receptionist said she will pop the ramp down, did we want to sit in lounge or in brasserie, I looked and the lounge (which in fact was the bar/lobby) was really busy so we were told to go in brasserie we needed to go back outside and round to the side where someone will show us where to go. We headed that way and granted we got settled at a lovely table, but we were the only ones there. Someone took my voucher and took orders for drinks, mam decided she wanted the toilet before we got settled with our tea, so I said I would go and find the disabled toilet, I wandered down a long corridor and down 4 steps where I realised I was back in the 'lounge' I asked where the toilet was and the lady showed me around the corner from the bar, hurdle no 2, we are seated in main part of restaurant and the disabled toilet is down 4 steps! So I approached one of the staff and she said she would have to speak with her manager, she then came back and explained that the part where they normally have afternoon tea was closed due to getting a new carpet and the only way to the disabled toilet was either down them 4 steps or go back outside and back in the main entrance. I said well none of this was explained to me when I telephoned to book and as it stands it's not really 'wheelchair friendly'. The only alternative she could offer me was to come back round to front entrance and they will put ramp down and sit in lounge/bar area, I said well this will have to do, so that mam could use disabled toilet.
So we came back down and got stuck on some seats (which just looked like a waiting area or a quick drink area) my mam felt a little uncomfortable as being in the wheelchair she felt like she was in the way, so moved a bit further round so mam felt less uncomfortable. We went round to use the disabled toilet and when we got in there, there was a raised toilet seat, which is great for some disabled people however the raised seat was far too high for my mam as she is only little, so like we do at home with the toilet seat she has, I took it off expecting to be able to pull the normal seat back down so that mam could sit on it. Too mine and mams disbelief there was no normal toilet seat, so my poor mam had to sit on the actual rim of the toilet, I stayed with her and helped her as it was so unsteady for her balancing on the rim. It was also really unhygienic also but at the end of the day she needed to go so had to make the best of it. I was mortified. We soon got sorted and sat back on the leather couch and coffee table for our afternoon tea.
They brought drinks and the afternoon tea stand with our food for 3 people (see pic) to me this was not an afternoon tea for 3!
Because we were near to the entrance we fighting with the wasps also. We informed the staff we were not happy, the fact that I paid £16.50 each for a birthday gift and when booking I explained that one of guests would be in a wheelchair chair and they clearly advertise that its 'wheelchair friendly' when clearly it's not. We explained our grievances to the manager and did offer us a refund or voucher to come back, but due to the non disabled facilities/amenities my mam said she didn't want to come back. So we took the refund and put it down to experience, but one thing is for sure we wont be recommending to family and friends, and think management need to be reviewing their disabled facilities/amenities. I was absolutely devastated that my mam didn't enjoy her experience which was bought by me for her birthday.
whitworthteam, Manager at Best Western Whitworth Hall Hotel, responded to this review
Thank you for your feedback.
We have many visitors and regulars with disabilities who seem very satisfied with our provision. I would welcome the opportunity to discuss your comments in more detail and would be grateful if you could contact me directly on