Before you call: what information to have ready
Have these facts on hand so your booking question is specific and quick: party size, arrival time, whether you need step-free access, whether a wheelchair or pram will remain in the dining area, and whether a dog is a trained service animal or a pet. If you can, measure or note the wheelchair or pram width when folded (for wheelchairs, seat width is the usual metric). If a guest relies on specialized equipment or has medical needs, consult their clinician or therapist about handling and care before the visit.
Example one-line prep you can keep in mind: "We’re a table of four at 7pm; one guest uses a wheelchair with a 24-inch seat width and won’t transfer—can you reserve a step-free table with at least 36 inches of clear approach?"
What to say when you book: exact scripts
Use short, direct sentences so the host can note needs in the reservation. Say who, when, and exactly what you need.
- Wheelchair user (sample): "Hi, I’d like to reserve for two at 6:30pm. One guest uses a wheelchair and won’t transfer—can you reserve a step-free table with a clear path to the restroom?"
- Pram (sample): "Reservation for three at 1pm. We’ll need space to park a folded pram by our table—do you have space or a safe spot to store it?"
- Service dog (sample): "Reservation for five at 8pm. One guest has a trained service dog—are you able to accommodate a service animal at the table?"
If the staff asks follow-ups, answer clearly: give exact widths, whether the pram will be kept folded, or whether the dog will remain under the table on a leash. Offer to email photos of the entrance or table area if you’re unsure.
On arrival: what to say and the order to do things
Arrive a few minutes early and speak to the host calmly. Follow this order:
- Identify your reservation and repeat the main need: the wheelchair user, pram, or service dog. Example: "Hello, we have a 7pm reservation under Green. One guest uses a wheelchair—can you show us the accessible table you put aside?"
- Confirm the path: ask the host to walk the route and point out any steps, narrow doors, or tight turns. Example: "Is there a step between the entrance and that table?"
- Ask where the restroom is and whether it’s accessible before sitting. Example: "Before we sit, can you show me the route to the restroom?"
- If a pram needs storage, ask where the staff prefers it to be placed so it doesn’t block aisles or emergency exits.
Be prepared to repeat specifics—staff changeover or a busy night can mean your notes weren’t passed on.
Prams and dogs: policies, service animals, and trade-offs
Prams: restaurants vary. Some tuck a folded pram beside a booth; others ask that you leave it at the front or in a stroller park. Trade-offs: keeping a pram at the table may block servers’ access or violate aisle width requirements, so a friendly compromise is often to store it nearby with staff supervision.
Dogs vs service animals: many venues treat trained service animals differently from pets. When it’s a service dog, state that clearly: "This is a trained service dog; it will stay under the handler’s control." For pets, expect the restaurant to have a policy—some allow well-behaved dogs at outdoor tables but not inside. If a pet is an issue for other guests (allergies, fear), the staff may need to balance comfort and safety.
If someone in your party has severe allergies or is immunocompromised, consult a medical professional for guidance tailored to their condition.
Checklist: questions to ask now (call or arrival)
- "Do you have step-free access from the entrance to the reserved table?"
- "Are your doorways at least 32 inches wide? (36 inches is better for easier passage.)"
- "Is there a 60-inch turning space near the table for a reclining or larger wheelchair?"
- "Can staff remove or rearrange chairs and reserve a specific table for our arrival?"
- "Where would you prefer we keep a folded pram so it doesn’t block the aisle?"
- "Do you allow service animals/pets, and if pets are allowed, are they limited to outdoor seating?"
- "Is the restroom accessible and on the same level as the dining area?"
Keep these exact phrases in your phone to paste into an email or text if the restaurant accepts written requests.
What a good response sounds like — and what to do if it doesn’t
Good responses are specific and offer solutions. Examples:
- "Yes, we’ve reserved Table 6 near the back—there’s a 36-inch clear path from the door and an accessible restroom down the hall; we’ll fold back the extra chairs."
- "We allow service dogs and can seat you on the patio with room for a pram; if you prefer indoors we’ll reserve a corner table for you."
Bad responses are vague or dismissive. Examples:
- "We’ll see when you get here."
- "We don’t usually do that."
If you get a bad response, do this in order: 1) Ask to speak to a manager and repeat your needs calmly; 2) Offer a reasonable compromise (arrive early to secure the best table, accept outdoor seating if safe); 3) If the restaurant truly cannot meet basic accessibility needs, ask for a refund or cancel and book elsewhere. If a service animal is refused and you believe it’s a trained service animal, ask firmly to speak with management—keep your language factual, not confrontational.
Trade-offs to expect: an accessible table can be away from the busiest section (which may mean quieter service), or outdoor seating may be more accessible but less comfortable depending on weather. Planning ahead lets you choose which trade-off you prefer.