The hospitality industry is on its knees. COVID-19 did no end of harm, and the truth is, it hasn’t recovered yet. I worked in hospitality for years — starting as a teenager to pay my way through university, and returning to it whenever life took an unexpected turn. It was always there when I needed it. That’s why it holds a special place in my heart, and why I now do everything I can to support it through the work I do in food and travel writing.
Why We Don’t Publish Bad Reviews
If you’ve ever browsed through my reviews or features, you might have noticed something: there are no bad reviews. That’s not by accident. We’ve chosen to support the industry rather than scrutinise it unfairly. If a restaurant is having an off day, we won’t write about it. One bad experience — especially mine — doesn’t define an entire restaurant’s worth. Instead, we offer private, constructive feedback and give them the chance to respond or invite us back. Publicly tearing down a business for one misstep? We don’t do that and we never will.
But this article isn’t just about our editorial choices — it’s about a growing issue that’s causing daily harm: no-shows.
The Cost of a No-Show
People not turning up for reservations may seem trivial, but it has real and damaging consequences. A good friend of mine who runs a group of beautiful pubs told me about a recent phone call: he asked for a £5 deposit per head for a large group. The person slammed the phone down.
Why? Why is £5 — which is deducted from the final bill — so controversial? If you fully intend to show up, what’s the problem? If anything, it should reassure both parties. But the reality is, some people are booking multiple restaurants, hedging their bets, and deciding on the day where they feel like going. The rest get ghosted. No call. No cancellation. Just empty seats and lost revenue.
Let’s be clear: that £5 deposit doesn’t begin to cover what’s lost. But it might help a restaurant begin to mitigate the damage of a full table that never turns up. These small businesses may have turned away walk-ins to save that space. They’ve bought ingredients, rostered staff, and planned a service based on false expectations. A no-show is not just rude — it’s destructive.
And here’s the thing: prepayment isn’t new. In fact, in high-end restaurants it’s standard practice. I’ve happily paid 50% of a set tasting menu in advance. And if I don’t show up? I lose it. Simple as that. It’s fair, and I respect it. I made a booking. I made a commitment. And if something changes, I will always try to cancel in good time.
So why the double standard? If we’re happy to follow the rules for fine dining, why do we bristle when our local bistro or pub asks for a small deposit to secure a table?
The Call for Respect and Accountability
The bottom line is this: the hospitality industry is still in recovery. It doesn’t need more blows. What it needs is support — and respect. A reservation isn’t a suggestion. It’s a promise. When you don’t show up, someone pays the price — and it’s not you.
So next time you make a booking, honour it. If your plans change, pick up the phone. Don’t keep restaurants guessing. Don’t cost someone their shift or their rent. Be the kind of guest that supports the places you love — because if we keep treating hospitality this way, we won’t have much of it left.
Words by Joanne Brook-Smith