My Experience at the Sugar Factory Boston: Beautiful Ambiance, But Accessibility Left Behind

If you know me, you know I’m all about decor, design, and a good vibe. I studied fashion in school, and I’ve always had an eye for style, not just in clothing, but in interiors, too. I absolutely love decorating my apartment and adding those little touches that make a space feel fun, creative, and full of personality.

So when I first heard that the Sugar Factory was opening a location right here in Boston, at Faneuil Hall, no less, I was so excited. I’ve been to the Sugar Factory in Foxwoods and also the one in Chicago, and both experiences were great. Not only were they super Instagram-worthy (of course!), but they were also spacious and accessible, which, as someone who uses a wheelchair, made all the difference.

At those locations, I never had to worry about narrow spaces or getting stuck trying to move around. Everything felt open, comfortable, and easy to enjoy. So naturally, when I heard Boston was getting its own Sugar Factory, I was thrilled. I thought, “Yes! Finally, I’ll have one close to home that I can visit whenever I want.”

When I arrived, I’ll admit, the ambiance did not disappoint. The energy was fun and upbeat, the decor was absolutely beautiful, and the whole place had that signature Sugar Factory glam. I loved the bright colors, the candy displays, the lighting, and just the whole vibe. It was exactly the kind of environment I love, cheerful, stylish, and full of life.

But as soon as I started moving around the space, I noticed things felt a little… tight. The tables and walkways were close together, which made it harder for me to navigate in my wheelchair. It wasn’t impossible, but it definitely wasn’t comfortable either.

I was able to access the first floor, which I appreciated, but I quickly realized that the restaurant had a second level, and that’s when things went downhill. I asked one of the staff members if there was an elevator so I could check out upstairs, and she told me there wasn’t one.

That answer genuinely surprised me. The Sugar Factory Boston location only opened a year or two ago, so I just assumed it would meet all ADA compliance standards. In 2025, I expect new businesses, especially big-name ones, to make accessibility a top priority. The fact that there was no elevator was honestly disappointing and, frankly, hard to believe.

Even the entrance door felt narrower than expected. When I was trying to enter, I remember thinking, “I really hope I can fit through here,” and that’s not a thought I should have to have when going to a major restaurant in downtown Boston. Thankfully, I made it in, but the fact that I even had to worry about it says a lot.

The part that really broke my heart was not being able to see the upstairs pink room. If you know me, you know pink is my favorite color. I was so excited to see that space in person, I’d seen photos online and could just imagine how gorgeous it must look. But since there was no elevator, I had no way to experience it myself.

Because of my muscular dystrophy, I can’t just get up and walk up the stairs. So instead, my caregiver went upstairs for me and took pictures so I could see what it looked like. And while I appreciated that, it just wasn’t the same. It hurt not to be able to be part of the full experience like everyone else.

I sat there thinking, why can’t I experience this like everyone else? Why wasn’t accessibility included in the design from the very beginning? It’s not like accessibility is optional, it’s a legal and moral responsibility. And for a brand-new restaurant, especially one as popular as the Sugar Factory, it’s just not acceptable in 2025.

The Sugar Factory has built its reputation on being fun, inclusive, and over-the-top in the best way possible, but that inclusivity has to extend beyond the decor and the menu. Accessibility should never be an afterthought.

I still enjoyed the food and the overall ambiance, that part didn’t disappoint. But the experience left me feeling excluded from something I was genuinely excited about. It’s frustrating to know that I could enjoy the full experience at their other locations, like Foxwoods and Chicago, but not right here in my own city.

At the end of the day, people with disabilities want the same thing as everyone else, to go out, have a great time, and enjoy beautiful spaces. We shouldn’t have to settle for “partial access” or rely on others to take pictures for us.

Accessibility isn’t a luxury, it’s a necessity. I truly hope that Boston businesses, especially newer ones, start to take a closer look at their spaces and ask themselves if they’re truly inclusive for everyone. Because when we create environments that everyone can enjoy, regardless of ability, that’s when a city becomes welcoming, vibrant, and truly beautiful.