Restaurant owner hits back at one-star review that said staff were 'inattentive'

13 October 2023 , 15:37

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Atina Kitchen replied back to the unhappy customer on TripAdvisor (Image: Google Maps)

The manager of a restaurant given one star by an unhappy customer hit back at the reviewer, and earned praise from many in the process.

Atina Kitchen in Chester was unhappy about the review from a diner on TripAdvisor named Katie who said she had to go to the bar herself on two occasions. She accused staff of being “not very friendly” and said when she went to get water at the bar two people were “chatting”. However her words were not appreciated by the manager who said it was unfair for people to be quick to give one star reviews when they do not do the same when they have a happy visit.

Reviewer Katie said: “Service is very poor and the staff is not very friendly. Very inattentive and barely pays attention to the customers. I had to stand up twice – the first time asking for water at the bar. While the two members of the staff where [sic] chatting, and the second time I had to get up and go to the bar again and ask to pay the bill. One of the waitresses didn't even say thank you when I paid I normally leave good tips but on this occasion I didn't as the service was poor and the experience wasn't please like the previous times I have eaten in that restaurant. I definitely won't be back again.”

In a response posted to X, formerly known as Twitter, the manager replied: “'m very sorry for your experience when you last joined us. We value all the custom we get and I'm sorry we let you down on this visit. I would usually ask you to send us an email to elaborate on your visit and to ask you to return so we can make up for the last time with a discount. However, I noticed you said "the experience wasn't as pleasant as previous times I have eaten in that restaurant" but I also noticed this is the first time you've reviewed us.

“I'm sorry your experience felt so truly terrible you'd review us one star on a public forum during a cost of living crisis when so many hospitality venues are struggling to stay open. But you haven't taken the time to review us when you've had a pleasant experience in the past. It is such a shame you've felt a one star, which its purpose in itself is to put off other customers, was necessary.

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“Especially during such a difficult time for restaurants. You've put in your review that you won't be returning, which I am genuinely disappointed as every customer that comes through helps us stay open. I also believe the service you received on your visit was a one off which all staff are now aware of to make sure it doesn't happen again. I say all this, in hope the next time you have a good experience at a restaurant you positively review them also, not just the negative.”

Antony Clements-Thrower