Assistance dogs help people with sight loss, hearing loss, epilepsy, diabetes, autism and many other conditions. Under the Equality Act 2010, refusing entry to a disabled guest with an assistance dog is almost always unlawful discrimination, even in restaurants, hotel bedrooms and food areas. Food hygiene rules don't prevent assistance dogs in dining areas. Not every assistance dog wears a jacket, and some owners carry an ID book, but there's no legal requirement to show paperwork, so challenging guests aggressively is risky.
Reasonable adjustments go wider than dogs: a quieter table, a printed menu for someone who struggles with QR codes, extra time to order, or helping with a ramp. The duty is anticipatory, meaning you should think ahead rather than wait to be asked. Train front-of-house staff with simple scripts, because most problems come from a nervous host saying no at the door.
What we ask on the show
- Why do assistance dog owners still get turned away?
- How should staff respond if they're unsure a dog is an assistance dog?
- What simple adjustments make the biggest difference?
- Is hospitality getting better at disability?