Despite the best efforts of restaurant owners to prepare for a busy night, there are always those customers who simply fail to show up or cancel at the last minute.
Now, we get it. Life is unpredictable. Maybe you got lost on the way, or you accidentally fell into a giant sinkhole. But let’s be real, most of the time you’re just chilling at home and couldn’t be bothered with your fancy dinner reservation. Worse still, you may be one of those who books at several restaurants for the same date and time, chooses one and “forgets” to cancel the rest.
Meanwhile, restaurant owners are over here prepping ingredients, staffing up, and getting all jazzed to serve you, only to be left with an empty table and a sad chef.
In an ideal world common courtesy should prevail… you’d expect customers to have the decency of calling in advance to cancel a booking. However surprisingly (or not given the state of impunity on this island) the ones that do make that call, are few and far between.
Several high profile restaurants in Malta have taken to social media in recent weeks to vent about the losses that they experience regularly due to no-shows. As a company that provides restaurant booking and management software we get to experience first hand how damaging this is for our partner restaurants. Many of which are still trying to recoup huge losses due to the pandemic.
So what’s the solution?
It’s high time restaurant deposits became commonplace! Cinemas, theatres, and concerts all require prepayment, so why shouldn’t restaurants accept deposits on bookings? After all, don’t we already pay upfront for takeaways and deliveries? The mentality needs to change in Malta, let’s not be affronted by deposit requests.
Let’s face it, as a customer you’d be more likely to show up if you’ve paid a deposit. As the saying goes “Meta l-Malti tmisslu l-but, hemm jagħti każ…” (literally translated to when you touch a Maltese person’s pocket he will take note). This partial payment can at least compensate for the restaurant costs incurred by no-shows, such as food wastage, staff wages, and utility bills.
“We acknowledge that there will be some resistance to the idea of taking deposits. However, the time has come for us to take a stance on behalf of our partner restaurants. This change in mentality is necessary not only to reduce the losses incurred by no-shows, but also to create a better experience for both customers and restaurant staff.”
Ben Vincenti, Director at Bookia and Tableo
What’s in it for the customer?
Taking deposits allows for better restaurant management. By knowing in advance how many customers will show up, restaurants can better manage their staff, inventory, and table availability. In return they can provide a better experience for customers who do show up.
At Bookia and Tableo we strongly believe that taking deposits can in the long run help to establish a positive relationship between the restaurant and its customers, encouraging repeat business and building trust.
So, let's make a deal.
Next time you book a table, set a reminder on your phone, write it on your forehead, do whatever it takes to show up. And if something unexpected does come up, just give the restaurant a heads up so they can prepare accordingly.
As for you restaurant owners, we have your back, however here are a couple of points to keep in mind.
- Make sure you are clear and fair about your cancellation and no-show policies at the time of booking. There’s a difference between cancelling 5 mins before service or the day prior.
- Help us remember. Send reminders for upcoming reservations through automated emails and SMS.
- We’ll gladly pay a deposit, but don’t exaggerate on food prices! Yes we get it, Covid and the Ukrainian war have caused a price hike. But we also get that there are restaurants out there abusing this.
About Tableo and Bookia
- Tableo is a restaurant reservation system designed to help restaurateurs manage their bookings and reduce no-shows.
- Bookia is an app built for the diner to help them book a table at a Maltese restaurant in just minutes.
Together, we can make dining out a smoother and happier experience for everyone.
Contact us to learn more!
