The Impact of Online Restaurant Reviews during COVID-19

As the food and beverage industry continues to navigate through this pandemic, and we work to continue to develop a new restaurant model adoptive to the current COVID-19 health crisis, it is imperative that we remain mindful to our new norm of business and how we best service both our operations and customers throughout this transition as best as we can.

Online restaurant reviews have become substantially more important in today’s society when it comes to making decisions on where to dine, especially during the health pandemic.

As customers begin to return to the dining scene, they are anticipating a shift in restaurant responsibility to ensure the proper safety protocols and safety measures are in place during COVID-19, however, it isn’t relatively known to customers how massive changes in the service industry in regards to staffing, capacity limitations, sanitization efforts, new marketing tactics and updated business models to focus on take-out, have been. It can sometimes sku personal opinions and perceptions leading to an online review that may be untrue and cause long-term harm.

At CHG, we realize the balance to ensure safety for both employees and our customers combined with maintaining a welcoming, comfortable and hospitable atmosphere are extremely important at this time and while we value opinions and want to know of a customer’s experience, it’s imperative we know before an online review is put out there.


These facts and percentages are PRE-COVID-19 and online reviews are extremely sensitive to the successful future of many restaurants thriving during and after the COVID-19 pandemic. As a restaurateur, I firmly believe the online rating system should implement a relief system that would allow restaurants the time to get back on their feet giving them the opportunity to rebuild and rollout their new models, hire and re-train their staff to create the ambiance and atmosphere they want to bring back to their guests.


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