Poor and discriminatory service

Complaint: Discriminatory Seating Practices and Inconsistent Service at Panarottis The Grove Mall

I am writing to raise a serious concern about the treatment I have been receiving at Panarottis.

My daughter, who has special needs, has developed a strong interest in your restaurant, which is why we visited twice this past week — on Saturday and again yesterday. During the week, we once received excellent service from a very professional waiter, and that positive experience made us comfortable to return. Unfortunately, the treatment we received over the weekend and yesterday was the complete opposite.

There seems to be a clear preference in how tables upstairs are allocated. On one occasion, I was even asked to move from my table to accommodate another group of a different race. Yesterday, I was told that all tables upstairs were “fully booked,” which made it impossible for me to properly monitor my daughter. As a result, she wandered to other customers’ tables and took children’s toys, causing unnecessary stress and embarrassment — something that could have been avoided had we been seated where I could see her properly.

It is painful to feel as though certain customers are valued more than others. As a parent of a child with special needs, I rely on an environment that is fair, accommodating, and consistent — not selective.

I am requesting that Panarottis management urgently address the discriminatory seating practices and ensure that all customers are treated equally and with respect.

I hope this matter will be taken seriously and that appropriate steps will be taken to prevent such experiences in the future.