Cheltenham bar not happy at 'no show' bookings which is having 'serious' impact

A Cheltenham bar has expressed its disappointment at customers who do not show up after making bookings. Planet Caravan, in Bath Street, offers beer, cocktails and street food for customers, where owners Ben and Jessie Fell have created a neighbourhood bar inspired by Black Sabbath with 'good vibes only'.

Writing on their Facebook page, Ben and Jessie said: "We're having a bit of an issue with no shows at the moment. It's getting to the point where it's seriously affecting trade."

What annoys them the most is when they have bookings of ten people booking a month in advance and just not showing up with no call or email to say they have decided to cancel.

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Ben and Jessie add that they "hate that idea that always circulates around social media that when you book a table with an independent, or buy something from one, that we do a happy little dance. We don’t.

"We’re super grateful of course. But what we actually do is plan around that booking or order. We order supplies in, we arrange our staffing and we have to tailor our other bookings, or orders, accordingly to balance everything out."

"We know we’re a little place and you often want to book a table to definitely make sure you get a spot to smash down margs but that’s where the No Shows cause a real issue. Currently we hold your table for 15 mins and then we give it away. But it’s often too late and we’ve turned away walk ins or other bookings so the table is empty. We went through a phase of trying to call all weekend bookings to confirm over the phone the day before but literally not a single person answered the phone."

All of this comes with some context as hospitality research as recently as 2023, found that 12% of guests have not honoured bookings or not cancelled in advance.

So what are the options for venues like Planet Caravan?

Ben and Jessie say they don't want to put "extra barriers in the way for booking a table or risk people not trying for a table at all."

Deciding to take a preauthorisation for all tables of six plus, they have thanked those customers who have helped with feedback. Ben and Jessie add that they do not use and don't want to use a 'paid for' booking system where they can take card details at the time of booking because it will simply add to the admin.