Astrid Lathrop
Google
I’m extremely disappointed with how we were treated at this restaurant. My husband and I came in with my well-trained service dog, asked to be seated inside, and were initially welcomed by a server who brought us water and menus. Everything was fine until a man named Chip, who claimed to be the manager, came over and told us we had to move outside because of the dog.
We explained that he is a service animal, and Chip still insisted we couldn’t stay inside. He said they “lost their insurance” due to a previous customer’s allergy and that unless we had a reservation, we weren’t allowed to sit indoors. That is not how public accommodation laws work, and the way he spoke to us was rude and dismissive.
All the staff need to be on the same page. The server welcomed us with no problem, and then we were told something completely different minutes later. Train your team properly both on customer service and on the rights of people with disabilities.
Imagine this being your first experience visiting Key West. You expect warmth, hospitality, and inclusion, and instead you’re met with confusion and disrespect. I know my rights under the ADA (Americans with Disabilities Act), and this experience felt discriminatory and unnecessarily hostile.
I hope this review helps others avoid being treated like this or having their day ruined by a bad experience. Businesses need to do better.