Cracker Barrel is facing criticism after special needs students were allegedly denied service at one of the restaurant's locations in Maryland.
The incident reportedly happened on Tuesday, Dec. 3, when 11 students and seven staff members went to the Cracker Barrel in Waldorf, according to a statement from Superintendent of Charles County Public Schools Maria V. Navarro.
The group was visiting the restaurant "as part of community-based instruction (CBI)" — which gives students a chance "to practice generalizing skills they are learning in the classroom in the community" — when Navarro said they were refused service.
The superintendent said school staff members "notified the establishment of the planned visit, including how many were in the party" and the purpose of the visit. They were also allegedly told that no reservation was needed.
However, when the group arrived at Cracker Barrel, Navarro claimed "the students and staff were declined service and asked to no longer include the restaurant on its CBI list. The group was able to place a carry-out order."
CCPS staff members have since spoken with the restaurant's district manager about the incident, during which they shared concerns about the refusal of service, according to Navarro.
"The alleged treatment of CCPS students and staff at Cracker Barrel is one that no one should experience," Navarro wrote in her letter. "However, it is encouraging to learn that the district manager said the business would be willing to work with CCPS to do better."
The superintendent said other retailers and restaurants have since reached out "to offer their locations as future CBI sites, with open invitations for CCPS students."
"I want to thank our staff for their swift action in reporting this incident, supporting the emotional safety of our students, and keeping our families updated," Navarro continued, adding, "We look forward to hearing from Cracker Barrel."
In a statement obtained by PEOPLE, Cracker Barrel said the incident happened "due to our inability to accommodate a party of 18 that arrived when we were facing unexpected staffing issues and had partially closed our second dining room."
"At Cracker Barrel, we strive to create a welcoming environment and great experience for all of our guests," the company said. "That we disappointed this group of students and teachers during their recent visit is unacceptable to us, and we sincerely apologize."
They added, "Our missteps last week were unfortunate but were unrelated to the students' capabilities. ... Our failure to follow certain operational protocols combined with poor communication on our part then led to misunderstandings and misperceptions."
"This group of students and teachers were, are, and always will be welcome to dine with us," Cracker Barrel continued. "We are working with them, the school, and the parent community to better understand what happened so that we can learn from it and do better."
CCPS staff members have offered to work with Cracker Barrel "to provide training in disability awareness for its employees," according to Navarro.
In the meantime, Navarro said school district officials hope Cracker Barrel "will agree to the establishment serving as a work-based learning site for CCPS students."
"Our students and staff are our top priority," the superintendent said, "and we are saddened to hear about the alleged treatment they received while participating in an activity meant to educate our students through real-world experiences."
