In today’s digital age, reviews have significant power to influence consumer decisions. Shared online, these experiences shape the perception of products, services and places. From choosing a restaurant to shopping online, reviews have become essential, providing a real-time, authentic look at what to expect. Its impact transcends borders, affecting business success and empowering customers to express their experiences, promoting transparency in the market.
A customer, identified as Amparo, left a one-star Google review after a frustrating experience at a restaurant. In her review, she expressed her discontent: “We went at 11 at night, an adult with two children, and they told us that they had already washed up and they couldn’t give us dinner, on a Saturday on the beach, when there were people having dinner” . However, the restaurant owner’s response, far from being confrontational, drew attention to her elegance.
The restaurant’s response to the criticism was read: “Thank you for your opinion, Amparo. We inform you that our kitchen hours are from 1:00 p.m. to 4:00 p.m. and from 8:30 p.m. to 11:00 p.m. every day of the week. The reason for our schedule is very simple: our team deserves to rest, since we are people who also have life beyond our job. We do not understand how for this reason you have left us a one-star review without even having arrived to consume in our establishment. We thank you for your understanding and wish you a happy summer vacation”.
On Twitter, the reactions to the review and the response were immediate. Some users empathized with the restaurant, arguing that having children dine late at night is not a common or appropriate practice. Others questioned the harshness of working hours in the restaurant industry, pointing out that many employees work long hours.
The owner’s response highlighted the importance of maintaining a work-life balance, which resonated with some netizens who value the health and well-being of workers. Among the comments, a critical opinion stood out: “Of course, he does not deserve such a correct and educated response.”
