In Notting Hill, the restaurant Dorian is revolutionizing the approach to customer feedback, opting to disregard the conventional reliance on online reviews. With a respectable 3.9-star average rating, Dorian has chosen to ignore customer reviews on platforms like Google and Tripadvisor. This bold strategy aims to cultivate an exclusive reputation, albeit one that may be perceived as aggressive by some patrons. The restaurant's owner, D'Sylva, harbors a particular disdain for Instagram influencers, citing their frequent requests for complimentary meals as a point of contention.
Dorian's approach to customer feedback has garnered significant attention. In a sector where online reviews often dictate a restaurant's success, Dorian's decision to ignore these reviews and eject customers who mention leaving one is unconventional. D'Sylva believes that many online reviews are unreliable, often plagued by falsifications, and thus refuses to let his establishment be held hostage by them.
Supporting Dorian's stance is Andrew Sheridan, a renowned chef, who takes a proactive approach by responding to every unjust online review with explanations of their unreasonableness. Sheridan's backing underscores the growing frustration within the hospitality industry regarding the impact of negative or fake online reviews.
Sheridan's support highlights a broader issue within the industry—the prevalence of fake online reviews. These reviews can significantly influence public perception, often unfairly skewing opinions based on biased or false information. By ignoring these reviews, Dorian aims to protect its reputation from such distortions.
D'Sylva's scorn for Instagram influencers is integral to Dorian's policy. He argues that these individuals frequently expect freebies in exchange for positive coverage, a practice he does not welcome. This stance aligns with Dorian's overarching strategy to maintain control over its narrative and brand image.
The restaurant's policy of ejecting customers who mention leaving a review further demonstrates its commitment to this approach. By focusing on delivering a unique dining experience rather than catering to potentially manipulative reviews, Dorian seeks to attract a clientele that appreciates exclusivity and authenticity in their dining choices.
Dorian's strategy, while controversial, resonates with the idea that not all feedback is constructive or warranted. The restaurant's refusal to engage with every piece of online criticism aims to preserve its integrity and prevent being manipulated by the whims of digital commentary.