Five types of common accusations on review platforms and how to respond.

Restaurant review culture online is complex—and yes, there are often “accusations” in reviews that are false or misleading. More often than not, an unsatisfied customer chooses to confront the restaurant from the safety of their keyboard rather than addressing the issue on-site to find a solution.

In over 15 years of experience, we’ve identified a few recurring themes that attempt to undermine the trust of future restaurant guests. Here’s a concise list—and how to respond to each one.

1. “The food gave me food poisoning”

This is one of the most damaging accusations, and also one of the most difficult to prove. Food poisoning, by medical standards, requires a diagnosis—usually with lab confirmation and an identified source. Feeling unwell after a meal could be due to many factors: an undiagnosed food intolerance, a stomach virus, or even something you ate earlier in the day. Yes, intolerances can appear suddenly, and no, the presence of symptoms doesn’t automatically mean the restaurant is to blame. Serious allegations about food safety should never be made lightly, especially without medical proof.

2. “They charged me extra / committed fraud”

This accusation is both insulting and misleading. Mistakes on bills can happen—just like in any business. But fraud? That’s a strong word, and in most reputable restaurants, billing errors are quickly explained or corrected. If you point something out, it will be double-checked and—if it’s wrong—removed without discussion. Most restaurants today have security cameras that can verify what was ordered and served. We’re all human. But implying that a restaurant survives by tricking guests is simply false—and harmful.

3. “The place was dirty”

Cleanliness is a core value in every well-managed restaurant. Accusing a restaurant of being dirty is serious—and unless you have evidence, you should think twice before saying it online. At We Are Food, we encourage our clients to be completely transparent. If someone questions hygiene, they are welcome to see the kitchen, the fridges, even the warehouse. There are no hidden doors or dark secrets. Just people working hard, with nothing to hide.

4. “They discriminated against me because of [X]”

This is a heavy accusation—and one that should not be thrown around casually. The restaurant world is one of the most international, multicultural, and diverse environments you can find. Most of our clients have teams from five or more countries, and absolutely no reason to treat guests differently based on race, gender, language, or background. If you’ve been asked to leave or denied service, chances are it was because of behavior, not identity. Rude, aggressive, or disrespectful guests are not welcome—regardless of where they come from. That’s not discrimination; that’s standards.

5. “The staff was rude”

This one comes up often—especially in Prague. But cultural expectations vary. Czech service tends to be direct, no-frills, and efficient. It’s not American-style friendliness or Asian hospitality. It’s practical and focused. If you feel that a server was abrupt or cold, instead of jumping to conclusions, talk to the manager. Ask questions. Be curious. Sometimes what seems “rude” is simply a cultural difference in tone or communication.

Final Thoughts

A 2023 study by Boston University estimated that up to 25% of restaurant reviews are suspicious or fake, and other reports have highlighted scams where businesses are blackmailed with threats of one-star reviews. In the digital age, anyone can write anything—but that doesn’t make it true.

This doesn’t mean criticism isn’t valid. It is. Feedback helps restaurants improve. But before you post something very negative—or very glowing—ask yourself: Is it fair? Is it based on facts? Am I writing this to help others, or to punish someone?

Restaurants are built on people, not algorithms. Behind every plate there’s a team trying their best. And while no one is perfect, throwing around accusations without context or proof helps no one—and says more about the reviewer than the business.

Do you know how to address feedback and complaints? If not, just drop us a line and we will be glad to support you!