The online review site’s advice came after The Carrington Arms received a ‘terrible’ rating, despite saving a wedding guest’s life. Here’s how other pubs have dealt with difficult customers.
"An offence to the magnificent beast"
The Inn at Farnborough received a “terrible” rating from one customer complaining about their steak, which they ordered well done.
“It was medium. I could not eat it,” the customer claims.
Anthony Robinson explains the beef was well done, but it always has a rose tint.
“You clearly wanted it cooked to something resembling old shoe leather and that, madam, is sacrilege and an offence to the magnificent beast that dedicated its entire existence to producing the most outstanding piece of beef,” he adds.
On another occasion the pub, which is rated ninth of 155 restaurants in Banbury, is attacked by Richard G, who claims: “The beef pretty much tasted of the quality you'd expect from Iceland's 'value' range. To charge £17 a head for that sort of a burger meal is insulting.”
On this occasion, the restaurant says the burgers do not cost £17, but doesn't take the complaint too seriously.
"Sing you a song to cheer you up"
Owner of the venue, Jo R, continues: “What I think I will do is just sing you a little song to help cheer you up Mou Cha Cha.......here goes, and please feel free to join in!
“We love you Ricky we do, we love you Ricky we do, we love you Ricky we do, Oh Ricky we Love You!
“Adios Amigo and remember, Le Inn is not for everyone and that Ricky Tick is just fine with us.......”
Julie H claims the lamb at The Inn has an “odd mixture of spices and herbs”.
Jo R responds: “I have to ask though what is you doin ordering Moroccan Spiced Lamb if you is not liking Moroccan Spices and herbs????? Is you being a little bit Silly?”
Pubs "take it personally"
Manager at the Boat Inn, Matlock, Dave Mountford, received a complaint about poor home made chips and no display of the food offer, which mentioned that the owners were away in August and the car park is always empty when the customers drive past.
He responds: "We do not do home made chips as we do not have the storage facility. We always display our food offer and both myself and my wife were not on holiday in August of last year. Finally we do not have a car park."
He contacted TripAdvisor to complain, but the review remains on the site.
He told the PMA the pub "take it very personally" when they get a bad review.
"I live in fear, every time I get a notification that I've got a new review, even though TripAdvisor is largely a good thing for us."
Customer is "unfair and impolite"
After visiting Ten Green Bottles, Brighton, one customer described staff as “ignorant”, leading to indignant owner Simon Broad describing the claim as “unfair and impolite”.
He explains all staff are trained to at least advanced WSET. “I try to employ a mix of knowledgeable supervisory staff and hard-working, friendly and enthusiastic young people who have an interest in wine but are still learning,” he added.
Another claims VAT was added to the advertised price when he received the bill at Ten Green Bottles.
Broad assures that this is not the case, the bill simply displays how much of the price was VAT.
“Our TripAdvisor score is extremely important to us, and it is therefore, again, frustrating that our first ever negative comment is based upon a simple misunderstanding,” he says, and requests the customer contacts him or removes the comment.
Any licensees with examples, send to oli.gross@wrbm.com or tweet @morningad with #PubReview.