HM
Heather Mason
Dec 6, 2025
This review is addressed directly to the owner and staff
I am writing to inform you that your treatment of me and my service dog violated the Americans with Disabilities Act, also known as the ADA. Under federal law, service animals are permitted in restaurants, and staff may only ask two questions: 1. whether the dog is a service animal required because of a disability
2. what tasks the dog is trained to perform.
Staff may not request documentation, special equipment, identification, or proof of disability, and they may not attempt to remove a service animal once these questions have been answered.
Despite this, I voluntarily showed a letter from my doctor confirming my disability the necessity of my service dog to avoid a scene.
Even after providing this medical letter, the legitimacy of both my disability and my service dog was questioned.
I also presented the staff with the relevant ADA guidance, which was ignored.
During this confusion and conflict, a different member of my party sat at a table and beckoned the rest of us over. I followed, believing the situation had been resolved. Moments later a staff member and the manager approached and said my service dog could stay only if she remained under the table, even though some of her trained tasks require her to be on my lap.
Wanting to avoid escalation, I complied with this unlawful request. Despite my full compliance, various members of staff continued to return and insisted that if we stayed, my service dog would need to be removed.
This was particularly troubling because only minutes earlier they had said she could remain. They had also read my medical letter, meaning they understood my needs and the purpose of my service dog.
At this point, I was shaking and crying due to the pressure, the public scrutiny, and the clear violation of the law.
Another member of my party, an attorney, got up from the table and attempted to explain ADA requirements to the manager but this was rejected. I eventually asked this person to return to the table, because of the overwhelming shame and embarrassment the situation caused.
Half of the restaurant was staring at me, and I was crying and shaking, and wiping my eyes in silence. I would have preferred to leave, but another individual in my party insisted on staying and I relied on this person for transportation.
Shortly after the attorney returned, the manager approached and stated that he and another staff member had contacted the owner and would be fired if we remained.
I question the truth of this statement, and if it were accurate it would violate employment law and raise further concerns. This then turned into a conversation about my dog wearing a vest or outfit, which has no legal meaning and is not required under the ADA. For those unfamiliar with service dog regulations, these vests can be purchased by anyone on Amazon and do not confer legitimacy or change a dog’s legal status. However, a legal disability, a trained dog, and a medical letter, which I presented, unequivocally do.
This entire drama continued, until one member of our party told the staff to be quiet and leave us alone in a controlled and authoritative voice that made it clear there would be legal consequences if their conduct continued.
I have had my service dog for nearly seven years and I have never encountered this level of challenge or disregard for the law. The conduct I experienced was discriminatory and wholly unacceptable for any business that serves the public. Half of the restaurant witnessed the incident and I was left feeling shame, overwhelm, and injustice.
To potential customers with disabilities and to anyone who believes restaurants should follow the law and show respect for those who rely on support for daily functioning: based on my experience, ADA protections were not upheld at I encourage anyone who cares about legal compliance and disability rights to avoid this establishment until it demonstrates full respect for federal law and meaningful consideration for disabled patrons