We visited Pho with our young family (two adults, a toddler, and a baby), and while there were some positives to the experience, we left feeling disappointed and disheartened by how the situation was handled.
Firstly, we want to say thank you for checking in on our food and being so responsive to our allergy concerns. That care was genuinely appreciated and gave us confidence in what we were eating.
However, the experience fell short in how our family was treated--particularly as parents of a neurodiverse toddler. Understandably, our little one was tired and hungry when we arrived. While waiting for food, he became overstimulated and struggled to stay calm, eventually settling with a game that helped him regulate--though it did cause him to vocalize loudly in excitement. We were actively trying to manage this, including removing the crayons and activities when they became unhelpful.
A supervisor then approached us and said other guests were complaining, asking whether we could "keep him quiet or go outside." While we understand the need to be mindful of other diners, the way this was said felt more like an ultimatum than a compassionate check-in. In that moment, we needed support, not pressure.
What made it worse was overhearing a staff member say to a couple who had just been seated near us, "Let us know if you want to move at any point." This clearly implied our child was a problem. To their credit, the couple themselves questioned why they'd need to move--highlighting that the issue wasn't as disruptive as it was made out to be. Still, overhearing this exchange without any attempt by staff to reassure or support us left us feeling judged and unwelcome.
We truly understand the challenge of balancing a calm environment for all diners, but families--especially those with neurodiverse children--need more understanding, not subtle exclusion. These situations require empathy and discretion, not public discomfort.
Again, thank you for your excellent attention to food allergies. That part of the service was handled with care and professionalism. We hope this feedback encourages greater awareness and inclusive training for staff so that families can feel just as welcomed as anyone else. read more