09/05/2026
I have been in this industry for over 20 years and seen everything.
Hospitality is one of the hardest industries to be in. It takes long hours, thick skin, constant pressure and a team of people who genuinely care about what they are putting in front of customers.
I have no issue with honest feedback. In fact, I welcome it. If something is wrong, tell us. If we can do better, we want to know.
But today, I watched my team crumble after a racist remark was made towards them.
And that is where I draw the line.
These are hardworking people. They show up every day, they cook with care, they serve with pride, and yes, they make extremely good Italian food, because I am the one who tastes it.
As an Italian owner, I am proud of the food we serve and I am proud of the diverse team behind it.
But after today, I find myself asking: is social media actually helping hospitality?
Or has it become a place where people can spread hatred, tear down workers and damage real human beings from behind a screen?
There is a big difference between constructive criticism and cruelty. There is a big difference between saying, “This was not my experience,” and using racist, personal or degrading language towards people who are simply doing their jobs.
Hospitality workers are not punching bags.
Small businesses are not faceless. Behind every meal, every service, every post and every review are real people who put love and heart into their work.
Honestly, some days I would rather go back to old-school hospitality, where if a customer had an issue, they spoke to you face to face, called you, or had a conversation like a human being.
To the hospitality publications and industry voices, I challenge you to use your platforms to educate consumers on how to give constructive criticism without tearing people down.
Because the way people are speaking to hospitality workers is becoming damaging. It is becoming cruel. And it is becoming far too normal.
To the person who wrote this: I would genuinely love to have a chat and educate you. Come by anytime.
Dario.
