I went to Lacock yesterday with the kids, my partner and her kids.
I ended the day writing this to the National Trust complaints board:
I am writing in response to surprisingly hostile and aggressive behaviour from a member of staff at Lacock Abbey this afternoon. The incident was witnessed by my two young children, my partner and her son, as well as other visitors.
Having enjoyed the grounds, my family and I entered the abbey via the exit. This was an honest mistake, easily made, but what followed was utterly unacceptable.
The steward in the room – Denise – strode across the room and demanded we leave. I was taken aback at the bluntness of her tone, and asked why it wasn’t acceptable to continue around the property from this point. We were told it was ‘prohibited’. I asked why, and was met with a hand being pushed into my side as Denise immediately lost her temper.
Would she have done this if I had perhaps been one of the more genteel visitors?
I asked your employee to stop shoving me and to get out of my personal space. She backed off, with an ironic apology aimed at visitors around us.
I remain stunned at the fact that I have been shoved and insulted by someone who managed to summon moral indignance at being asked if it were possible to walk around the property in a different direction.
I asked Denise if she would find it acceptable if someone invaded her personal space.
‘”I’m British. I live here, so I’m already in my personal space.”‘
I find this to be a particularly revealing and unpleasant conflation of hostile nationalism and interpersonal respect.
As she has shown herself to be a singularly officious and self-righteous individual, I have no doubt that this employee will already have mounted a vehement and aggrieved defence. However, even though I have a shaved head and was wearing a pair of trainers, I have the right to be unmolested, and be treated with the same degree of courtesy as any other of your members. I happen to be British, but deplore the thought that someone from another country might be treated to this type of petty conservatism.
That someone entrusted with dealing with the public can summon such disproportionate fury at the notion of walking the abbey in a different direction is laughable. That this person would then immediately resort to shoving, hostility and implied racism is deeply offensive, and calls into question Lacock Abbey’s judgement in employing such a person.
I would like an apology, and assurance that this type of assault is prevented from recurring. If I do not hear from the NT, I will pursue this matter further.