These things happen. Let's make sure we learn from this and make sure our other guest have a more enjoyable experience.
Here's what was said:
We waited 20 minutes for our food and it was cold.
Please find the attached guides on how to respond to a review if you are in any doubt.
Google now makes up the vast majority of reviews online. As we all know, these reviews have a huge impact on a customer's decision on where to dine/visit.
Create a task on Trail for each review so that sites can learn from them. If a positive review is received, sites can celebrate that and take apply that positive experience to other guests. If a negative review is left, teams can immediately take action to make sure future guests have a more positive experience.
Take things a step further and create different tasks based on a sentiment analysis of the review using natural language processing tools such as IBM Watson (it's completely free!).