31/08/2026
Not our usual post…. 👀
But we wanted to share something with our fellow hospitality businesses, because this one really made us stop and think.
We recently received a complaint from a customer who said that, following a previous disappointing visit, they had been promised a completely complimentary return visit for two.
Of course, complaints happen. If something hasn’t been right, we’re always happy to listen, investigate and put things right where appropriate. ❤️
But then we noticed something rather interesting…
The same complaint had also been sent to another restaurant within our group — and the email still contained the name of a completely different restaurant in the opening line.
The wording was remarkably similar, including the claim that a previous visit had resulted in a complimentary return meal, and the request was then made for another table for two.
It got us wondering whether this could simply be an innocent copy-and-paste error… or whether other hospitality businesses might have received similar approaches.
So, rather than making assumptions, we made this post and are sharing as a heads-up to our fellow hospitality businesses.
🔎 Check your booking records.
🔎 Check whether the alleged previous visit actually exists.
🔎 Check whether the complaint was ever raised.
🔎 Check exactly what was supposedly agreed.
🔎 And if another restaurant’s name appears in the correspondence… take a second look.
We’re not naming individuals or making accusations - we simply think it’s worth sharing something we found unusual, particularly in an industry where goodwill and customer service are so important.
Has anyone else in hospitality come across something similar?
Please share this with other hospitality businesses so they can keep an eye out. 🍽️👀
