No shows and last minute cancellations are easily one of the most frustrating parts of running a restaurant. You’ve got the team prepped, the tables set, and the kitchen fired up, only for unfilled seats to throw off the flow.
If you manage a restaurant and this all sounds too familiar — triggering even! — you’re not alone. On average, 20% of diners in major cities don’t show up for their reservations. When missed reservations have a direct impact on restaurant revenue, this can be a dire situation.
From building better relationships with your diners to implementing simple systems that keep your bookings on track, you can significantly reduce no shows and make last minute changes easier to handle.
Read on for tried and true tips to keep your tables filled and guests coming back for more.
1. Set up a clear cancellation policy
A clear cancellation policy is like a safety net for your reservations. It’s not about being harsh; it’s about setting expectations. Whether you’re asking for 24 hours’ notice for cancellations or setting stricter terms for larger groups, the key is to communicate it clearly.
Put the policy where it’s easy to see—on your website, in confirmation emails, or even in a polite mention when taking phone bookings. If you’re using an online reservation system, include your policy with required acknowledgement at the point of booking. When people know what’s expected, they’re more likely to stick to their plans.
2. Use automated reminders
Even the most well-intentioned diners can forget a booking, especially in today’s hectic lifestyle. A quick, friendly reminder can make all the difference. Automated SMS or email reminders can nudge your guests before their reservation, giving them a chance to confirm, reschedule, or cancel without leaving you in the dark.
Adding a personal touch—like including their name, the date and time of the booking, or a note about any special requests—can also make your reminder feel less robotic and more like a personalised message.
Now Book It offers customisable templates that let you easily send automated reminders, thank-you messages, and even promotional offers — helping you keep guests engaged and build loyalty.
3. Make rescheduling easy
Sometimes plans change, and that’s okay. Making it easy for your guests to reschedule can keep your tables full and your guests happy.
An online booking system with a simple rescheduling option can make the biggest difference. In fact, nearly 30% of diners say that a simple cancellation process would encourage them to cancel in advance instead of waiting until the last minute.
Online rescheduling options give guests the flexibility to tweak their plans on the fly. Try employing an AI assistant that can field your phone calls so customers can ring in the request with no hard feelings. With the extra help, it also frees up your staff to focus on service. Everyone wins.
4. Request a booking deposit
Asking for a small fee when guests book can help reduce no shows as it encourages diners to follow through with their plans. On the other hand, if the cancellation is absolutely necessary, the booking guarantee goes a long way to protect your bottomline.
A $50-100 charge per table is common, and this gets applied to their bill or refunded if they cancel within your policy’s timeframe. This is especially helpful for peak times when you don’t want to risk missed bookings or large parties when a no show hits harder on lost profits.
5. Keep a waitlist handy
A waitlist serves as your best back up plan for cancellations. When a customer cancels a booking, you can immediately fill the spot by reaching out to eager diners in queue for a table.
The trick here is to make joining the waitlist as easy as possible. Smart online booking systems offer standby lists that automatically notify the next customer in waiting when a suitable table opens up. It’s an easy way to keep your tables full and show your customers you’re on top of things.
6. Track no show trends
The better you understand why people cancel, the easier it is to prevent last minute cancellations. Start keeping track of patterns: Are no-shows more common on weekends? Do bigger groups tend to cancel more often? Are cancellations more common with phone bookings?
Once you know the patterns, you can respond accordingly to safeguard against no shows. Maybe you up your booking guarantees for Friday nights or send an additional reminders for larger bookings. Getting a good grasp of why diners cancel is your ticket to making informed decisions.
7. Build strong customer relationships
At the end of the day, diners are much less likely to cancel on a place they feel connected to. Train your staff to put effort in the little things, such as remembering a customer’s regular order, assigning them their favourite table, or just taking a moment to ask about their day.
Rewarding loyal customers can also help you build those bonds. Don’t skimp on a free drink, dessert or a surprise discount from time to time.
People value places that feel personal. When customers know you by name and feels like they’re more than just another booking in your books, they’re less inclined to leave you hanging — or at least, will let you know if something changes.
8. Get creative to fill the books
Cancellations happen, no matter how prepared you are. That’s why it’s always a good idea to have a plan B.
Keep a few tables open for walk-ins during peak times so you can fill gaps quickly if someone cancels. If a cancellation messes up your floor plan, stay flexible and offer bar seating or joined tables for people who don’t mind a more casual setup.
Worst case a guest calls to cancel — suggest making it a takeaway so they don’t miss the meal or offer to help them reschedule on the spot. This keeps the relationship positive and might even help secure some extra revenue.
Turn empty tables into a full house today
No shows and last minute cancellations don’t have to be an uphill battle. With the right approach—clear communication, a bit of flexibility, and genuine connections with your guests—you can still fill those tables.
Looking for some help in this department? Now Book It has you covered, from sending automated reminders to managing deposits and waitlists. Book a demo here.
