How do I handle public complaints on social?
You reply in public with one short line and move the detail to WhatsApp or the phone the same day. Do not handle the complaint with a long thread if the floor still does not know what happened at that table.
Write to us. A quote with no commitment.
Have the name of who replies and the fact they need before writing: day, table, what was served. The miss is deleting the comment or arguing about the plate in front of people who have not booked yet. You leave three stock replies — thank you, we will write; we have seen it; this was not at this house — and a rule for when to call.