They lose one star because the quality of the food and the service were not quite the standard suggested by their prices.
They lose another because they made one of our party go to the bar to get his drink because he didn't want it adding to the table bill (he has mobility difficulties and we were tucked away at the back of the restaurant on a different floor level - they were told at booking that some of the party had mobility problems) then another server brought drinks to a party dining next to us, took their payment and returned with change, a smile and a 'you're welcome'!
They lose a third star because it's a week since our visit and the mess they made with the bill has only just been figured out. They were asked if the bill could be settled individually at the time of booking and it was fine but there was an audible and visible huff and puff about needing to get the manager so they could split the bill before they disappeared for more than 10 minutes. Then some of us had the 10% service charge added before deducting the deposit as it should be, but then didn't get the deposit deducted, others had the service charge added after deducting the deposit and the last to settle were asked to pay much more than their bill should have been. The organiser is now running around trying to collect outstanding amounts from some to divvy amongst those who over paid.
They lose the fourth star to ignorance; if Gusto's had offered to at least refund the service charge, preferably the cost of the organiser's meal, too for all the grief and extra work they have caused them, they may have kept that star
They lose a fifth - if only it were possible to award zero stars - Gusto's - on this occasion at least, would thoroughly deserve it.
It is probably unecessary to add that I will not be visiting again, nor will I recommend Gusto's to anyone I care about and if I hear someone planning a visit, I will be more than happy to suggest they go elsewhere.