Extremely Unsafe & Discriminatory for Disabled Guests - Please Read Before Attending…read more
I'm leaving this review after months of being ignored by KOKO Camden following a serious incident that occurred on 27th February 2025. I emailed the venue on 28th Feb and again in full detail on 3rd March -- both emails were completely ignored.
I attended the venue for a concert and had followed all proper procedures, including emailing the access team months in advance to confirm I would be bringing food, water, and medical supplies due to my Type 1 Diabetes. This was approved via email and in line with KOKO's own accessibility policy on their website, which states that attendees can bring food, drink, and medical items for health conditions. I had also attended this venue many times before with no issues.
Despite this, upon arrival:
* Security refused to let me bring in any of these items, even after showing them the official email from the access team.
* My medical necessities were confiscated, and I was left with minimal supplies.
* I was mocked and belittled by multiple staff members, including one who said, "That's a whole shopping bag," despite the bag being standard size and containing medical items.
* I was taken into a back room by the venue medic (named Matt), who also dismissed my access needs, questioned my condition, and sarcastically asked, "So is a 1-minute response not good enough for you?"
For someone with diabetes, 1 minute can be the difference between being fine and passing out. Despite all this, they refused to let me carry the bag with me and said staff could "bring items if needed" -- something that simply did not happen when I actually needed them.
Throughout the night:
* I became hyperglycaemic from stress, then hypoglycaemic later, and was unable to access my own supplies in a timely manner.
* Staff were unresponsive, dismissive, and even shouted at my friends and PA when they tried to help.
* I was denied access to the accessible toilet after the show -- the only response was "it's closed, use the regular one."
* When I finally got my bag back, the medic questioned whether my blood sugar was actually low and condescendingly offered unsolicited advice -- at the end of a night where his refusal to listen had already endangered my health.
I had medical documentation, an access card, official email confirmation, and visible medical devices. Still, I was denied the basic rights and support I need to safely attend an event. KOKO's own website says they "welcome all attendees who need to bring food or drink to manage a medical condition," but their staff did the opposite.
I left this event physically unwell, distressed, and genuinely frightened by how little my access needs were respected. If I had passed out or worse, it would have been entirely the venue's fault. That's how serious this was.
The fact that no one at KOKO has responded to me months later shows a complete lack of responsibility and care. This venue is not safe for disabled attendees in its current state.
Until KOKO radically improves staff training, communication, and actual accessibility practice, I strongly urge anyone with access needs to stay away.
