Hi [Name], thank you for sharing this. We’re glad you enjoyed [dish/moment]. Hope to welcome you back soon.
Negative review (service)
Hi [Name], we’re sorry this happened and appreciate you sharing. This isn’t our standard. Please contact us at [email] with your visit details so we can understand what went wrong and make this right.
Negative review (food)
Hi [Name], thank you for the feedback. We’re sorry the dish didn’t meet expectations. If you’re open to it, please reach us at [email] so we can follow up and improve.
Suspected fake/unverifiable
Hi [Name], thank you for your feedback. We’re unable to match the details shared to our records, but we take concerns seriously. Please contact [email] with visit details so we can investigate.
Premium guidance: what NOT to do
Don’t argue point-by-point publicly.
Don’t reveal personal data.
Don’t blame the customer.
Don’t promise refunds publicly.
Crisis comms (holding statements)
Scenario
Holding statement
General incident
We are aware of the situation and are looking into it urgently. Customer safety and wellbeing are our priority. We will share an update as soon as we have verified information.
Food safety concern
We take food safety very seriously. We are reviewing our processes and working with the relevant parties to investigate. We will provide an update as soon as possible.
