Disabled Person Treated in Shocking Manner

My daughter, with a friend went to have dinner at East Gate Mall. They were to meet family who were out from the Caribbean. Not ONE lift in the mall was working. Eventually they got to speak to the manager, who was rude and did not care one bit about the situation. When said friend became angry he suggested they use the service elevator and then go along the roof to the restaurant. Is this even safe or legally allowed? What gumption. I must add that it was pouring with rain. For a centre of that magnitude his whole attitude was basically, I don't care. No apology at all. Our family were horrified by this treatment. They left the mall and had an enjoyable dinner else where. Word of mouth is powerful and people are absolutely shocked that such things happen.