Trattoria Positano — Restaurant in Encinitas

Discriminatory and Disappointing Experience – Denied Entry for a Service Dog

I had been looking forward to trying this place for a while and finally decided to go tonight with a friend. Wanting to make sure everything went smoothly, I called the restaurant in advance to ask two specific things: whether the patio was open and if they allowed dogs. I was told the patio was only open on weekends but yes, dogs were allowed.

When we arrived, I was seated quickly with no issue—and my puppy was with me. Everything seemed fine until my friend walked in with her American Bully, who happens to be a trained service dog. Suddenly, the staff told us we had to leave. The waitress claimed I had only asked about one dog on the phone, which is completely false. I explained that my dog could leave if necessary, but my friend’s dog is a service dog, which is protected under both federal and state law.

Under the Americans with Disabilities Act (ADA) and California law (Civil Code Section 54.1), it is illegal for a business to deny access to a person accompanied by a service dog. Emotional support animals are not covered, but this was not an emotional support animal—this was a trained service dog performing tasks related to a disability.

Instead of correcting their mistake or accommodating us, another employee came over and said they were worried other customers might complain the next day and they might lose business. When we reiterated that this was a service animal, they asked if the dog had a vest, which is not required by law. My friend had her service dog ID tag, which is also not required, but they completely ignored that asking for the dog vest. When we explained it’s not required, she told us again that we could not stay.

What made this experience even worse was the way we were treated. Had the staff handled the situation with even a little professionalism, kindness, or tact, it would have made the experience far less upsetting—even if we still disagreed. But instead, we were met with coldness, misinformation, and condescension. It’s disappointing enough that they blatantly violated ADA and California law, but their complete lack of empathy or understanding made it all the more frustrating.

At that moment, there were only two other parties in the entire restaurant—a single diner who I had already spoken to and said he didn’t mind the dogs at all, and a small family. They could have easily seated us farther away, on the patio or made some other reasonable accommodation. Instead, they chose to exclude us entirely.

We ended up going to Besta Wan Pizza House, and the difference in how we were treated was night and day. The staff there immediately welcomed us with genuine warmth and respect. They not only allowed our dogs but came out with milk bones and water bowls—without us even asking. They smiled, chatted with us, and made us feel completely at ease. That’s what real customer service looks like: treating people (and their service animals) with kindness, dignity, and understanding.

They said they were worried about losing business over dogs being present. Well, they did lose business—because I will never be back, and neither will my friend. And anyone I know who cares about accessibility, inclusivity, or simply treating others decently will hear about this experience too.

I sincerely hope they take this as a wake-up call to educate their team and do better...

PATRONS BEWARE. My husband, two of our friends, and I decided to try Trattoria Positano in Cardiff for the first time yesterday. As she is taking our order, the waitress, who is also the owner of the restaurant, was curt, condescending, and rude. When we asked her what we could substitute for the broccolini, she told us that the chef would not make any substitution. I told her I was allergic to cruciferous vegetables to which she answered, “I will see what we can do.” When the runner delivered the food, my friend showed him that the green beans were soggy and asked for a different vegetable. The runner went to talk to the chef and returned stating that the chef would not address the issue. When we were just about done with our dinners, the runner brought us some cold vegetables. We hardly saw the waitress during our meal. When she finally delivered the check, my husband offered constructive feedback to help her improve their customer experience. She got defensive and proceeded to tell us that the chef was her husband and part owner of the restaurant. She also stated that the soggy green beans were meant as a garnish only. She then finished by saying that no one else was complaining. Rather than making the situation better, she made it worse. The food was tasteless and not worth the price, no one from waitress to bus boy smiled, and customer service was non-existent. We vowed never to go back to Trattoria Positano and to tell our clients and friends about our disappointing experience. Please read the other one-star reviews before patronizing...

It's a really nice place to sit back and relax. It was quiet on a Sunday afternoon and while most people chose outdoor seating the indoor was nice and vacant.

They have large windows giving you a nice view towards the ocean and its complimented by a chill Italian themed playlist.

There were many small art pieces that add to your viewing. I think it's the details of this place that make it much nicer. It's definely a spot to have a relaxed intimate meal with someone.

The food is wonderful. I had a plate of Pappardelle Bolognese and was not disappointed by the flavor. It was cooked nicely, and hot when served. The plate was showey too with its garnish. Although it mentioned ground beef in the mix, I could taste the pork more than anything but the food was still good.

I was recommended a good wine pairing. They even refilled it the moment my glass was empty.

Aside from that I was not intruded upon while I enjoyed my meal. It seems they are attentive at the appropriate times so I would call their service very...