As someone that owns a small business, it is much easier to just apologize. Whether you think you are wrong or not. Tends to make everything easier in dealing with the public. It sounds like the business had no emergency management plan in place. That is an issue no matter how you feel about it, had there been one in place then this whole situation could have been avoided.
It also tells you something that the owner just didn’t apologize. He felt the need to offer justification and explanation. That is not what the people offended in this situation want to hear. They want an apology and an assurance that steps have been taken to prevent this in the future. This was not the time for his thoughts or justifications. It was time to just humble up and say we made a mistake.
On a personal level, in my years at state I never went to the bin because the service was terrible and I never liked the whole scene. They should not be driven out of business over one stupid mistake. Every business, like every person, makes mistakes. The question is not was a mistake made in this situation, the question should be what will we learn from it and what positive changes will be made to learn from this mistake. That being said, it is unfair for all the people trying to defend the owner and the restaurant not to admit they messed up here. It does not show weakness or stupidity to admit a mistake was made. It takes accountability for what happened and makes it clear this situation will not be repeated.
Will leave this with a quote “attitude reflects leadership”. The attitude shown towards these patrons of the restaurant might also give you a clue in to how the owner feels about his customers. Maybe I am way off base on that, but the attitude of the employees towards the customers, the fact that no plan was place, and the fact that the owner put out a huge statement missing the words I am sorry are all clues in this case. Taken separately one of these things might not be a big deal, when added to together these facts show a pattern of behavior.