Golden Fork Owner and Chef Letizia Vella has spoken out about a recent friction with a table that gave her restaurant a one-star review after refusing to return their deposit. 

“Recently, a booking was made for a Friday and cancelled on the same day. We explained our policy clearly, and as a gesture of goodwill, we offered an alternative solution: if the booking was postponed, no deposit would be charged. The guest agreed and moved the reservation to the following Tuesday,” Ms Vella explained on social media.  

However, the next day, the guest called again to cancel their booking at the Rabat-based restaurant, and aruged that no deposit should apply, despite already having discussed the policy. 

“When this was explained calmly and professionally, the call ended abruptly,” she said. 

“At The Golden Fork Restaurant, we have a clear and very common policy: same-day cancellations are subject to a deposit charge. This policy is not unique to us. It is standard practice across restaurants and many other service-based industries, and it exists for a reason. When a booking is made, we allocate tables, staff, food preparation, and time. A last-minute cancellation directly impacts our ability to operate sustainably.”

The following day, a one-star review appeared on their page, accusing Ms Vella’s restaurant of having “no empathy.” 

“This was followed by an email demanding the deposit be refunded and stating that the review would be removed only if we complied, otherwise, in their words, ‘this is war.’". 

“This is not feedback. This is not constructive criticism. This is intimidation. Restaurant owners and staff make enormous sacrifices. Long hours, weekends, holidays, personal time, financial risk, rising costs, staffing shortages, and constant pressure. Policies like cancellation deposits are not about greed. They are about survival, fairness, and protecting small businesses from repeated losses.”

“Empathy goes both ways. While we always try to be understanding and flexible, it cannot come at the cost of being threatened, misrepresented, or forced into compliance through public pressure,” she added.

“As restaurant owners, we feel it is important to occasionally explain the realities of our industry and the challenges we face, especially when situations arise that feel deeply unfair. We are proud of the standards we uphold, the service we provide, and the integrity with which we run our business. We ask only for fairness, honesty, and respect. This industry deserves that much.”

Ms Vella thanked their loyal guests who understand, support, and value “the hard work that goes on behind the scenes every single day”.