A guest cancelled last minute or never showed — what can a restaurant do?

Reduce the rate up front with a clear cancellation policy and a confirmation step; afterwards, keep the record and consider a deposit on high-risk slots. State the terms when the booking is made. For a single no-show that already happened, recovery is limited in practice — the value is in preventing the next one.

How do I reduce restaurant no-shows?

Three levers work best: an automatic SMS or email reminder after booking, confirmation or a small deposit on peak slots, and a no-show record per guest. Together they outperform any one of them alone.

Can a restaurant keep the full deposit?

Usually not. An operator may deduct in proportion to actual loss, but terms can't be grossly unfair to the guest. Set a clear, balanced cancellation rule at booking time.

Will taking deposits scare guests away?

Most start small and only on weekends, large parties or high-ticket seatings, leaving ordinary slots deposit-free. A reasonable amount stated up front rarely affects booking volume — vague rules raised after the fact are what cause disputes.

Are reminders sent over a messaging app?

No. Eatsy sends reminders by SMS and email, so guests receive them without adding or installing anything.

Does this cost extra?

No. Reminders and no-show records are part of the booking: from NT$3 per booking, or NT$5 when a deposit is taken. No monthly fee, no contract, no minimum. New restaurants get a 7-day trial with no credit card.

SOLUTION — No-Show

How to handle restaurant no-shows — before, during, and after

Handling restaurant no-shows breaks into three stages: automatic SMS and email reminders before the booking, a small deposit on peak and high-ticket slots, and a no-show record kept in the system afterwards. Once a guest has already failed to show there is very little you can do, so the leverage is all upstream. Eatsy builds all three into one booking flow — from NT$3 per booking, NT$5 with a deposit, no monthly fee and no lock-in.

Per booking: From NT$3
With deposit: From NT$5
Reminders: Built in, sent by SMS and email (no app or friend-add required)
No-show history scope: Within your own restaurant; there is no cross-restaurant blacklist

A four-top held on a Friday night, no guest and no cancellation. The loss isn't just the cover — it's a whole service the table couldn't turn. Here is what independent restaurants can actually do about it.

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Three stages, three different levers

01
Before — reduce how often it happens
An automatic SMS and email reminder after booking and again before the meal. No app, no friend-add. Add confirmation or a small deposit on peak slots, large parties and high-ticket seatings.
02
During — save the slot
Once the hold time passes, release the table to walk-ins or same-day bookings. Stating the hold window at booking time is far easier than explaining it afterwards.
03
After — make the next one different
Keep the no-show record in the system rather than in the manager's head, so it surfaces when the same guest books again.

What Eatsy does about it

Automatic reminders (SMS + email)

Sent on confirmation and before the meal. Reliable delivery, and guests never have to add anything first.

Selective deposits

Not every booking needs one. Turn deposits on for weekend dinners, parties of six or more, or high-ticket menus. Bookings with a deposit are from NT$5.

Cancellation terms shown at booking time

Rules appear as the guest books, not after the dispute. Templates and automatic refunds included.

No-show records (your restaurant only)

Kept within your own restaurant and surfaced on the next booking. There is no cross-restaurant blacklist.

What we don't do

No cross-restaurant blacklist. Records stay inside your own restaurant.
A deposit is not a penalty. Under fair-terms principles an operator may deduct in proportion to real loss, but terms can't be grossly unfair to the guest.
Reminders are sent by SMS and email — owners don't send them from their own account.
This page is general guidance, not legal advice.

How this relates to the reservation system

No-show handling isn't a separate product — it's part of the Eatsy booking flow. Reminders, deposits and records all live in the same back office. See the reservation system →

Taking deposits the right way

A deposit is the single most effective no-show lever, but in Taiwan the wording and refund rules matter legally. Our guides:

Frequently asked questions

A guest cancelled last minute or never showed — what can a restaurant do?: Reduce the rate up front with a clear cancellation policy and a confirmation step; afterwards, keep the record and consider a deposit on high-risk slots. State the terms when the booking is made. For a single no-show that already happened, recovery is limited in practice — the value is in preventing the next one.
How do I reduce restaurant no-shows?: Three levers work best: an automatic SMS or email reminder after booking, confirmation or a small deposit on peak slots, and a no-show record per guest. Together they outperform any one of them alone.
Can a restaurant keep the full deposit?: Usually not. An operator may deduct in proportion to actual loss, but terms can't be grossly unfair to the guest. Set a clear, balanced cancellation rule at booking time.
Will taking deposits scare guests away?: Most start small and only on weekends, large parties or high-ticket seatings, leaving ordinary slots deposit-free. A reasonable amount stated up front rarely affects booking volume — vague rules raised after the fact are what cause disputes.
Are reminders sent over a messaging app?: No. Eatsy sends reminders by SMS and email, so guests receive them without adding or installing anything.
Does this cost extra?: No. Reminders and no-show records are part of the booking: from NT$3 per booking, or NT$5 when a deposit is taken. No monthly fee, no contract, no minimum. New restaurants get a 7-day trial with no credit card.