Somerville restaurant owner says viral 'pool water' reply to customer review was unauthorized

An Italian restaurant in Somerville responded to a customer review that alleged missing liquor licensing, early kitchen closure, and refusal to serve tap water. The restaurant’s posted reply disputed the customer’s account and defended its policies. The reply stated the restaurant did not serve Somerville tap water to provide “the best possible dining experience,” and criticized the customer for not reading a liquor-license notice shown on Resy. The tone of the response drew backlash on Reddit, with commenters questioning the water comment and customer service. The owner later said the response was not written or authorized by ownership, and that the responsible individual was disciplined and later let go after other incidents.

"Addressing the water issue, the reply said Olivia's did not serve Somerville tap water because it wanted to provide "the best possible dining experience," adding: "Pairing our dishes with something akin to pool water does not align with that vision." The response also addressed the liquor license complaint saying the restaurant had disclosed on Resy that it was still approval at the time. The reply went on to criticize the customer for not reading the notice: "Reading and understanding what one reads should be a basic part of everyday life, whether it's for a restaurant reservation or purchasing a home.""

"In the review, the customer described a disappointing visit, alleging that Olivia's Kitchen did not yet have its full liquor license, closed its kitchen earlier than expected, and refused to serve tap water. The restaurant's response disputed the customer's account and defended its policies. The tone of the response quickly became the focus of the Reddit thread, where commenters criticized the restaurant's customer service and questioned its comments about Somerville's tap water."

"Owner Simona Sbano said the response, which appeared under the name "Olivia's Kitchen (Owner)," was not written or approved by ownership. Addressing the backlash, Sbano said the online response "was not written or authorized by ownership." "The individual responsible has been disciplined," Sbano said, adding that the employee was later let go after "other incidents"."

Read at Boston.com