Let me warn you—this is a rant! But seriously, who are these people spending their time on Google, TripAdvisor, or Facebook sharing bad reviews? I get it—it wasn’t to your taste. But why do you need to broadcast it?
It’s Like Criticising Someone’s Clothes
Leaving a bad review is like walking down the street, criticising the person in front of you for their taste in clothes, and then shouting that they need a full makeover. Most people wouldn’t dream of doing that.
So why, when an independent hospitality business is a unique expression of taste, culture, and belonging, do you feel the need to judge?
Why demand that every venue conform to your personal preferences?
Standards Matter, But They’re Subjective
I’m not saying that hospitality shouldn’t always be trying their best or that standards don’t matter. Of course, they do. But most venues are trying their best, and standards are subjective.
Maybe what you value isn’t the same as someone else. I certainly have high standards and judge a venue on the quality of food and drink as well as the customer service. But for me, dirty toilets are a dealbreaker—I won’t return to a place that doesn’t keep them clean. The playlist is another big one for me. It’s high on my list of what makes somewhere special.
But just like taste in music, taste in venues and what you think is good or bad is subjective. I don’t leave bad reviews for radio stations I don’t like; I just switch channels!
If you’re someone who leaves bad reviews, then maybe your expectations of what this industry is about are wrong.
Hospitality venues exist to reflect a variety of tastes. With over 150,000 venues in the UK, there’s a place for everyone to belong.
If this one isn’t for you, that’s fine—just move on to the next one until you find the place that’s the best in the world for you.
Is Everything About Perfection?
OK, perhaps something didn’t meet your standards. Maybe the service was slow, the staff inattentive, or the cleaning wasn’t up to scratch. Yes, standards matter. But holding everyone to perfection all the time is exhausting—for you and for them.
Here’s the thing: what doesn’t meet your expectations might not matter to others. Some customers see value in things you don’t. I, for example, enjoy places where no one knows my name, but others might prefer a personal greeting. It’s subjective.
Does Every Mistake Deserve a Bad Review?
So what if they get your order wrong? Or you’re served something you dislike? Does that genuinely deserve a bad review? Stop and think. Why does it matter so much that your opinion gets shared with an audience you’ll never meet?
Are you trying to warn others or simply punish the venue? Because the reality is that’s what you’re doing.
No One Opens a Business to Ruin Your Day
After 30 years in the industry and working with hundreds of independent hospitality business owners, I can say this with confidence: no one sets up a business to ruin your day. They’re all trying their best.
Even the best of us have bad days. I’ll never forget the time I was short-staffed, working in the kitchen, and missed an item on a dish. The customer dragged me out of the kitchen and shouted at me in front of the entire restaurant. I apologised and fixed it, but the humiliation stuck.
Mistakes happen. We’re human.
Bad Reviews Don’t Fix Anything
Here’s what makes me cross: bad reviews don’t give businesses the chance to fix things.
Hospitality is about service, connection, and making others happy. It’s not just a transaction. Most business owners sacrifice everything to create a place that brings joy to others.
Before you post, ask yourself: have you told them personally? Have you given them a chance to make it right?
Are You Punishing or Helping?
Negative reviews often aren’t about fixing anything. They’re a form of punishment—a way of shaming people for a mistake or when they’re overwhelmed.
If the venue simply isn’t to your taste, just don’t go back. That’s punishment enough for any hardworking business.
To My Hospitality Friends
I know how much those negative reviews sting. They’re not fair. Even one bad review can feel toxic. My advice?
Ignore them. Those people aren’t your people. Don’t give the negativity a second thought, and don’t respond.
Celebrate your tribe instead—the people who love what you do, who value your efforts, and who come back again and again. These are the people who deserve your response and your attention.
It’s All Personal
Like your taste in clothes, music, or how you spend your time, hospitality is personal. Your business is a home for your tribe—a space for people who share your outlook, values, and interests.
So be the best in the world for them.
And ignore the rest.
