Reviews & rating

• Collection

  QR on the table/bag → Google Maps; ask at the 'wow' moment, not at checkout.

• Responses

  Respond to negative within 24h: apology, fact, action; don't argue publicly.

• Rating

  Google Maps + Tripadvisor + aggregators: 4.5 is the trust threshold; below 4.0 visibility drops.

• Astroturfing

  Bought reviews are detected by pattern and punished; real reviews after 50+ — organic growth.

One unhandled negative costs 10 potential guests. The 'gold standard' response: thanks → apology for the experience → what changed → invite back.