For many pubs and restaurants, TripAdvisor is a great way for customers to communicate with each other and the establishment - often leaving valued feedback for others.
Large numbers of good reviews can often result in encouraging other diners to try out the eatery or pub based on others' experiences.
And when that is perceived to have happened, venue bosses have the opportunity to bite back.
Dolly's Tearoom and Restaurant, on Bolton Road, was subject to a dreaded one-star rating last month, with the reviewer describing the owner as 'rude'.
While the site has more than 200 excellent five-star reviews, the owner was sure to respond to the claims that she 'belittled' a customer.
The customer's scathing report said: "Went for lunch with my husband & I mentioned my side salad was gritty the owner came over & proceeded to tell me I was wrong & said it was seeds in.
"When I tried to explain it wasn't she then belittled me in front of everyone by bringing out the lettuce & showing me how it was washed. She basically called me a liar. I wasn't asking for anything as I was happy to leave it as it was only side salad. I found her manner totally unacceptable & quite frankly I was dumbfounded with her behaviour.
"I just wanted an acknowledgement that it wasn't right & a sorry. On hindsight I should have walked out but I will definitely not be going there again which is a shame as it used to be very good."
But the owner refuted the claims, saying that she was trying to put the customer at ease by showing her how the salad was thoroughly washed.
She called out the 'inaccuracy' of the comment, saying: "Wow... Having had one review removed for inaccuracy now I face this. In no way was I attempting to be rude or to belittle you, I would never do that.
"Rather I was seeking to reassure you of our methods after you suggested we hadn't washed our leaves. You complained there was grit on your leaves. I explained this was our toasted sunflower seeds topping.
"I sought to reassure you that our salad was washed by showing you the colander and water that had drained off it that was clear and free of grit. You are of course entitled to your opinion and I wish you all the best."
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