A guest who uses a wheelchair wants to take a friend out for a birthday dinner. Before booking, they need to know whether there is step-free access, whether the accessible toilet is actually accessible, and whether tables are set at a height that works. The restaurant's website says "accessible" and nothing more. That is not enough to plan a visit.
Accessibility questions are practical and important. Clear answers help guests plan and help restaurants welcome them.
Why the details matter
"Accessible" means different things to different people. A guest using a wheelchair needs different information from a guest with a visual impairment, a guest who uses a walking frame or a guest with sensory sensitivities. Vague claims are unhelpful. Specific details let each guest decide for themselves.
Related questions about pets and access are covered in pet friendly and accessibility questions answered clearly.
What to publish
- Is there step-free access from the street? If not, how many steps?
- How wide is the entrance?
- Is there an accessible toilet, and on which floor?
- Are there tables that work for wheelchair users?
- Is there space to move between tables?
- Are assistance dogs welcome?
- What is the lighting and noise like at busy times?
- Is there accessible parking nearby?
- Are large print menus available?
Menu information questions, such as those in menu questions that should never reach your front of house, often overlap here.
Example conversations
These scripts are based on information a restaurant might publish. Your answers should come from your own pages.
Guest: Do you have step-free access? Assistant: Yes, the accessibility page explains there's a step-free entrance on the side street, with a ramp. The main entrance has two steps.
Guest: Is your accessible toilet on the ground floor? Assistant: Yes, the accessible toilet is on the ground floor, next to the main dining room.
Guest: Can you seat us somewhere quieter? My son finds loud places difficult. Assistant: Of course. The page notes that the back room is quieter, especially early in the evening. If you let us know when booking, the team will do their best to seat you there.
Guest: Are assistance dogs allowed? Assistant: Yes, assistance dogs are always welcome.
When to hand over
Some requests are specific, such as bringing a particular piece of equipment or needing staff assistance with something unusual. These should go to a person who can confirm. SpideyChat for restaurants can capture the request with the booking details and create a ticket for staff, so nothing is assumed.
Allergy questions follow a similar rule, as covered in the allergy question your staff answer every service.
An accessible assistant too
The assistant itself should be usable by everyone, including people using screen readers or keyboard navigation. More on this in accessible website assistant.
Being honest
If access is limited, say so. A guest who knows there are three steps can plan, perhaps by asking for help or choosing another time. A guest who arrives expecting step-free access and finds steps has a bad experience and may not return.
Photos help
A photo of the entrance, the accessible toilet and the dining room layout answers many questions at once. Guests can see the step, the ramp or the space between tables for themselves, which is often more reassuring than a description.
Getting started
Write an accessibility section with specific details, then let guests ask about anything else. See the options on the features page, or try SpideyChat on your own site.