A mother expressed her dismay after encountering an issue at a shopping center while with her two daughters. Leanne Gildea, a 32-year-old resident of West Derby, Merseyside, took her two daughters, aged 6 and 18 months, to St John’s Shopping Centre but was left feeling embarrassed and frustrated when she was denied access to the toilets for not having a bank card to pay the 35p fee.
The family had initially planned a day out in Liverpool’s city center but changed their plans to visit Southport for the day. While waiting for a friend before their journey, Leanne decided it was a good time to take her children to the restroom. However, upon reaching the St John’s toilets near the food hall, she discovered they only accepted card payments. Despite offering to pay with cash, she was refused entry. Leanne described feeling disgusted at the situation, especially since her 6-year-old daughter has a medical condition that requires her to take medication.
Leanne explained to the Liverpool Echo, “I intended to change [the children] before our journey to Southport. But when we arrived, I realized only card payments were accepted, and I had cash. I offered the cash but was still denied access. Typically, they allow you to leave money and enter. My oldest daughter struggles with using the toilet properly.”
She added, “I always carry extra clothes because she doesn’t realize when she needs to go. It’s not appropriate for her to be changed in public like a baby, especially in front of others. She deserves privacy, which was denied. It was really frustrating. Paying to use the toilet shouldn’t be necessary.”
Leanne mentioned that although a staff member did not offer access to a disabled toilet and she chose not to disclose her daughter’s medical condition at the time, a kind passerby eventually paid the fee so they could access the facilities.
“If that man hadn’t stepped in, my daughter might have had to endure the journey to Southport in soiled clothes,” Leanne added, expressing her gratitude.
In response to the incident, a spokesperson for St John’s Shopping Centre expressed regret over the situation, especially involving young children and a child with special medical needs. They highlighted that the toilet facilities were renovated in 2014, and a nominal charge was introduced to cover maintenance costs and enhance cleanliness and safety standards.
The shopping center clarified that the 35p charge per visit applies to most facilities, while the accessible toilet remains free of charge. They emphasized that revenue collected is reinvested in maintaining cleanliness and safety, with the facilities operating on a card-only system for hygiene and efficiency reasons. St John’s Shopping Centre also mentioned that their staff have the discretion to accommodate situations involving young children, accessibility needs, or emergencies.
The center assured that they are working internally to address the specific case and reiterated their commitment to providing a safe, clean, and inclusive environment for all visitors.