When a “Brief Pause” Becomes a Lasting Problem: Why Accurate Reporting Matters for Small Businesses

Nearly a month ago, Hugo’s made the difficult but intentional decision to take a brief pause in service. It was a proactive, two-day reset — designed to retrain, rebuild, and protect the quality and care our guests expect from us.

We were careful with our language.
We never said we were “closed.”
We never implied an indefinite shutdown.
We never suggested instability.

We described it exactly as it was: a brief pause in service.

Unfortunately, an article published during that time used different language — language we did not use — and was released without contacting us for comment. That framing created confusion, and that confusion has not gone away.

Nearly a month later, we are still receiving phone calls from guests who believe Hugo’s is closed.

That isn’t a small issue. And it isn’t abstract.

It shows up in very real ways:

• Servers losing shifts and income

• Bartenders missing tips

• Kitchen staff feeling uncertainty after doing everything asked of them

• Guests hesitating to walk through doors that are very much open

The Human Cost Behind the Confusion

This lingering confusion hasn’t just stuck around — it has actively affected the people who make Hugo’s what it is.

Our servers, bartenders, hosts, and kitchen team depend on consistent service to earn a living. These are hourly employees. Tip-based employees. People planning for rent, groceries, and the holidays. When guests cancel reservations or assume we’re closed, those shifts disappear — and so does that income.

This impact is especially heavy right now. The weeks leading into the holidays are critical for hospitality workers. Many rely on strong weekends and extra shifts to get through the end of the year. Lingering misinformation doesn’t just cost a business revenue — it costs people stability.

What’s been most difficult is that our team did everything right. They showed up during uncertainty. They trained, adapted, and helped us reopen quickly and thoughtfully. And yet, they continue to feel the ripple effects of a story they had no control over.

That’s the part that’s hardest to accept — not criticism, not coverage, but the continued impact on the people who rely on this place to make a living.

Why This Matters Beyond One Restaurant

We believe deeply in the importance of local journalism. Independent restaurants and independent media should support one another. We are always available to provide accurate information, context, and clarity — and we reached out privately, multiple times, to request a correction or follow-up once it became clear the story was causing harm.

Those requests were declined.

At that point, it became clear that the responsibility to correct the confusion — and to protect the people affected by it — rested with us.

To be absolutely clear:

• Hugo’s is open

• Hugo’s has been open

• Hugo’s never closed

We took a short, intentional pause to protect quality and support our team. Then we got back to work — doing what we do best: serving our guests with care, consistency, and hospitality.

What has been difficult isn’t criticism or coverage. It’s the refusal to acknowledge the real-world consequences of inaccurate framing. When misinformation lingers, it doesn’t sit quietly on a screen. It shows up in lost shifts, canceled reservations, and unnecessary uncertainty for working people.

Hospitality is built on trust. So is journalism. When that trust breaks down, clarity matters — and silence is not neutral.

Moving Forward

To our guests: thank you for checking in, for calling, and for continuing to support us.
To our staff: thank you for your professionalism, patience, and resilience through circumstances you did not create.
To our community: thank you for standing behind the people who make local hospitality possible.

If you’ve wondered whether Hugo’s is open — we are.
And yes, we’re still that slightly hidden spot with the small sign that can be easy to miss — but we’re right where we’ve always been, ready to welcome you in.

— Colby Brackett
General Manager
Hugo’s Wood-Fired Kitchen