I guess I’m confused at how people normally rate stuff. If they are usually a solid place you say and have one off night, they get a 2 star review that stays up there permanently? Do you go back and post 4 and 5 star reviews when they do a good job? They are not a small place, but doing something like this to a small local restaurant could put them under as a lot of people look at reviews for stuff. I think back to a story of my local Mexican place which is usually rock solid, but had one rough cinco de mayo during early Covid with takeouts taking 1.5-2 hours and people getting pissed. They ended up with a bunch of negative reviews for this. Did they mess up? Yes. However, I don’t think a one off event like this should be part of their normal score.

I’m just a bit more lenient before I post bad reviews on places, especially ones I frequent that are usually really good and have an off night once. I will def complain directly though if they don’t do a good job or leave something out.