When I worked as a restaurant reviewer back in the 1980s, I paid just as much attention to the quality of the restrooms as I did to what was on my plate.
I mentioned things like filthy floors, overflowing wastebaskets, empty soap dispensers—and worse. Most other reviewers do, too. An article titled “The Hidden Costs of An Unclean Restroom” at the Restaurant Report website discusses how filthy restrooms can hurt a restaurant because patrons will tell others what they found. The problem is even worse if a reviewer happens to be visiting that night.
The article mentions three possible solutions to cleaner restrooms, such as providing dispensers that completely enclose toilet paper and paper towels. But what should the restaurant owner do if a reviewer tells the world that the restroom is disgusting?
Solve the problems, then invite the reviewer to make a return visit. Many reviewers will come back several months later and write a second review. See my article “Bad Restaurant Review? Be Proactive with Publicity. “
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