Trevor Chauvin-DeCaro, an employee for NYC’s tourism sector, has recently come forward with his distressing experience involving Jen Royle, the owner of TABLE, a renowned Boston restaurant. The altercation began after Chauvin-DeCaro had to cancel his reservation due to a medical emergency and subsequently disputed a $250 cancellation fee. The situation escalated when Royle personally messaged Chauvin-DeCaro, criticizing his actions and calling him “pathetic” for challenging the fee, especially after learning of his hospitalization.
Chauvin-DeCaro had planned to dine at TABLE for a special seven-course prix fixe dinner with his husband while in Boston to attend a Madonna concert. However, unforeseen health issues led to his hospitalization, forcing the couple to cancel their plans, including their restaurant reservation. Despite notifying the restaurant about the emergency, TABLE enforced its strict no-exceptions cancellation policy, prompting Chauvin-DeCaro to seek relief through his credit card’s travel protection insurance.
The public exchange between Chauvin-DeCaro and Royle has since gone viral, amassing nearly 24 million views on X. Chauvin-DeCaro expressed his shock and disappointment at Royle’s approach to customer service, especially given the circumstances of his cancellation. He advocated for a more empathetic handling of such situations in the future, highlighting the negative impact of Royle’s messages on his perception of the restaurant.
Royle, on her part, stood by her decision to contact Chauvin-DeCaro directly, questioning the validity of his medical emergency and defending her restaurant’s policies. The controversy has sparked widespread discussions on social media etiquette, customer service, and the challenges faced by small businesses in managing cancellations and disputes.
As the debate continues, both parties have faced significant public scrutiny, with Royle reporting an onslaught of online attacks and even death threats. The incident underscores the delicate balance between enforcing business policies and maintaining positive customer relations, especially in the age of social media where public disputes can quickly escalate and attract widespread attention.