The economic crisis is growing a divide between Yelpers and restaurant owners
Pim Techamuanvivit, of Nari and Kin Khao in San Francisco, and Nahm in Bangkok, for one, has had enough. “If we get a Yelp review about our take-away service I’m gonna lose it,” she wrote. “The other day someone was furious that we couldn’t just find some squid to add to his pork jowl order because that’s how he likes them. We were like, oy, did you know [there’s] a bloody apocalypse on!”
“I want to make sure I’m bringing attention to these restaurants,” says Scott Hockett, a Yelp user in Madison, Wisconsin, who started writing Yelp reviews in 2012. “People are reading my reviews. I want people to help these restaurants get back on their feet sooner than later. I think Yelp can be very powerful for that.”
In reality those are just a few of the obstacles that have popped up in the past four months. And for many restaurant owners and workers, online complaints about lukewarm takeout or iffy service are a reminder of the chasm between workers and those of us hunkered down, sheltering in place. For chefs who have fought tooth and nail just to stay open this long, normalcy is a lofty expectation to meet.
“The very future of our industry is at stake,” he says. “Yelp has more of a responsibility to make sure that [reviews] are a real reflection of an experience at that restaurant.” Ultimately, he believes the platform has a responsibility to actively moderate reviews, instead of leaving restaurant owners to battle it out in the comments section. “On some level,” he says, “Yelp needs us as much as we need them.
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