’Who would say that?’: Google leaves disgraceful restaurant review live

A popular Sydney restaurant was left gobsmacked by Google’s response to a brutal review it has labelled “unacceptable” and “blatant racism”.

Disgraceful restaurant review slammed by owner (left)

A popular Sydney restaurant has been left gobsmacked by a brutal review it has labelled “unacceptable” and “blatant racism”.

A disgruntled customer of Hurricane’s Grill Circular Quay left the one-star Google review a week ago after claiming to be charged for tap water – a claim the restaurant denies.

Hurricane’s Grill has establishments worldwide and has gained popularity in Australia and abroad, serving flame-grilled ribs, steaks and burgers for decades.

“The ugly Indian girl made us pay $7 for tap water, and the steak was tough,” the reviewer wrote.

Google has left this review of Hurricane’s Grill Circular Quay live. Picture: Google

“Clearly the owner is Indian and they just want low quality with higher price.

“Indian girl also kept asking with attitude, so disgusting go back to making samosa.

“Even at Rockpool you don’t pay for water. So Indian, so gross.”

One of the restaurant bosses – who republished the offensive comments in a scathing social media post – said it’s willing to cop any reviews, good or bad, but condemned the reviewer’s language, characterisations and mistruths.

The restaurant responded directly to the review.

“We take all complaints seriously and strive to provide excellent customer service to all of our customers. However, we must address the inappropriate and racist language used in your complaint,” the owner responded.

“We do not tolerate any form of discrimination or prejudice towards any individual or group, and we find the language used in your complaint unacceptable.

“We understand that you may have had a negative experience with our service, but we cannot condone discriminatory behaviour in any form.

Hurricane’s Grill restaurants operate in Australia and abroad, serving flame-grilled ribs, steaks and burgers. Picture: Supplied.

“We ask that you refrain from using such language in the future and treat all individuals with respect, regardless of their race, ethnicity, or any other characteristic.

“We have asked Google to remove this review due to the blatant racism you have shown and ask you to remove it before they do. And for the record, we don’t charge for tap water, only mineral water.”

But astonishingly, a week on, the horrible review remained live.

After being contacted by news.com.au, Google confirmed on Thursday afternoon that the review had finally been removed.

“Our policies prohibit hate speech and we take violations seriously. We have removed the review from Google Maps. We use a combination of people and technology to enforce our policies 24/7,” a Google spokesperson told news.com.au.

“Even so, we know that no system will ever be perfect and unfortunately errors, as in this case, can occasionally happen. We’re sorry for any offence caused and will continue to evolve our systems to keep reviews helpful and safe for everyone.”

Laura Goldberg from Hurricane’s Grill told news.com.au of her shock that the review had been left live for so long.

She said the staff member targeted had seen the review and “couldn’t believe that someone would say something like that.”

In fact, Google had previously confirmed to Ms Goldberg that it had reviewed the removal request and deemed it OK.

“Thank you for raising your concern. We have accessed the review, and have not found a violation of our policies. Due to this, the review will remain visible,” the platform responded in a message seen by news.com.au.

Owners of the famous Hurricane’s, Craig and Laura Goldberg, at their new restaurant in Pyrmont. Picture: Jane Dempster/The Daily Telegraph

Ms Goldberg said she was “appalled” that Google had backed such a review.

“Everybody is talking about mental health of people, but Google can blatantly say that [review] is fine,” Ms Goldberg said.

“How is it fine to write about firstly someone’s appearance, secondly someone’s race, and that’s OK?”

“It leaves a bad taste in my mouth.”

Ms Goldberg worried that as the hospitality industry struggles to fill vacancies, such reviews may put potential staff off entering the sector.

“We’re struggling to get staff as it is in the hospitality industry. If someone reads something like that, they’re going to think, “I’m not going into hospitality. Look what you have to put up with,” she explained.

Ms Goldberg said “not that it matters anyway”, the owners nor the staff member are of Indian heritage.