Grotto boss slams abusive customers - claiming Eat Out to Help Out has encouraged 'wrong type of people'

Terry Maughan, 53, said staff at the Grotto in Marsden, South Shields, had suffered verbal abuse and threats from some customers over the Government scheme, which offers 50% discounts at participating venues on Mondays, Tuesdays and Wednesdays.

He criticised customers who had shown their displeasure at having to queue at peak times – and those who failed to abide by social-distancing rules.

The businessman said some diners and drinkers had even refused to leave their names and contact details on entering, as required by track and trace guidelines.

Mr Maughan said abuse directed at staff had led to the tracing system becoming voluntary rather than obligatory, as he had hoped.

While conceding Eat Out to Help Out had boosted business, he said the price paid to his frontline teams had been heavy – and he wants the scheme to end as planned on Monday August 31.

He said: “Eat Out to Help Out has caused chaos, it’s brought the wrong type of people out.

“Not all, but some are complaining and shouting and swearing and threatening staff.

“Because of demand, some customers have had to wait a while to be served, which has led to shouting and screaming. It’s been demoralising for staff.

“We have the book for track and trace for people to sign when they get here, but some have refused and have been abusive when asked.

“I can’t expect the staff to police it or put themselves in a position where they will be abused.”

He added: “Some people are talking about Eat Out to Help Out being extended, but that is not what I want.

“It’s busy on the days the scheme operates, but some customers just don’t want to wait that little bit longer to be served.

“Not only won’t some sign in, but others are failing to follow the one-way system we have in place.”

On a positive note, Mr Maughan said customer demand had led to new recruitment.

He also estimated business was back to around 95% of pre-lockdown level.

Mr Maughan operates the Grotto through his Northumberland Castle and Country Lodgings Ltd company, which has outlets mainly in Northumberland.

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