Chef Gary Usher of the White Horse Pub in Cheshire responded to a negative review by banning the reviewer and defending his staff member. The review criticized a server, Jemma, calling her “conniving and deceitful” for adding a service charge without showing a receipt. Usher praised Jemma’s service and offered her free tickets to an event as a gesture of support. The pub has received positive ratings on various review platforms and is known for serving uncomplicated, unpretentious food as part of a seasonal menu. The White Horse is part of the Elite Bistro group, which operates other restaurants.
In a social media post, Usher warned customers that any behavior upsetting his team at the pub or other Elite Bistros would result in being blocked from booking again. He expressed his satisfaction when negative reviewers vowed not to return and claimed that the guests in question had been disrespectful to the server. The post has gained significant attention and views online. The White Horse is recognized for its high ratings on Tripadvisor and Opentable, where customers have praised the food and service provided at the pub. The establishment is part of a group known for its quality dining experiences.
The negative review of the White Horse Pub stemmed from a customer’s experience with a server who they felt was dishonest and rude regarding a service charge on the bill. The reviewer confronted the server, Jemma, about the charge and ultimately had it removed after a discussion. The subsequent post by Chef Gary Usher highlighted his support for Jemma and the rest of his team, showcasing their dedication to providing excellent service to customers. Usher’s response emphasized the importance of respecting hospitality staff and the consequences of mistreating them.
By publicly addressing the negative review and defending his staff, Chef Gary Usher of the White Horse Pub underscored the impact of customer behavior on hospitality workers. His decision to ban the reviewer and support his team members received praise from online audiences and highlighted the challenges faced by service industry workers. The incident also shed light on the importance of respectful interactions between customers and staff in dining establishments. The White Horse’s reputation for quality dining experiences and positive customer reviews further solidified its position as a popular pub in the Cheshire area.
The incident involving the negative review at the White Horse Pub showcased the complexities of customer interactions in the hospitality industry. Chef Gary Usher’s response to the review, which included banning the reviewer and supporting his staff, exemplified the importance of valuing and protecting the well-being of service workers. The subsequent attention generated by Usher’s post highlighted the broader issues faced by workers in the service industry and the significance of respectful customer behavior. The White Horse’s positive reputation and high ratings further emphasized its commitment to providing excellent food and service to its patrons as a part of the Elite Bistro group.
