A good restaurant cancellation policy says three things in plain words: how late a guest can cancel without paying, what they pay if they cancel later or don’t arrive, and how to cancel. Show it on the booking form before the guest confirms, repeat it in the confirmation email, and apply it consistently.
What the policy should cover
The cancellation window
How long before the booking a guest can cancel for free. Common choices are 24 or 48 hours. Larger groups and special dates often have a longer window.
The fee
What you charge for a late cancellation or no-show. A fixed amount per guest is easiest to understand. Keep it proportionate to what an empty table costs you.
How to cancel
A link in the confirmation, an email address or a phone number that is answered. If cancelling is hard, guests simply don’t turn up.
Exceptions
Say whether the policy differs for large groups, set menus or events, so nobody is surprised.
Example wording
You can adapt these:
Everyday bookings: “We hold your card to secure your table. Cancel up to 24 hours before at no cost. If you cancel later or don’t arrive, we charge £15 per guest.”
Groups of eight or more: “Cancel up to 48 hours before at no cost. Later cancellations and no-shows are charged £20 per guest.”
Set menus and events: “A deposit of £25 per guest is taken when you book and taken off your bill. It is refundable if you cancel more than 7 days before.”
Where to show it
- On the booking form, right before the guest confirms.
- In the booking confirmation email.
- On your website’s booking or FAQ page.
- Said out loud when staff take a phone booking with a card.
A policy guests only find after they’re charged causes disputes.
Be fair and consistent
- Apply it every time. Waiving the fee for whoever complains loudest teaches guests it’s optional.
- Use judgement for real emergencies, and be consistent about what counts as one.
- Don’t charge for a table you resold. If a walk-in took the table, many restaurants waive or reduce the fee. It keeps goodwill and is fairer to the guest.
Keep it short
If your policy needs a scroll bar, it’s too long. Two or three sentences cover most restaurants.
How ForStars fits
On the ForStars Growth and Premium plans, guests save a card through Stripe when they book, and you charge the no-show fee from the reservation in a couple of taps. See card on file or deposit and pricing.
Questions owners ask
Can I change my policy for Christmas or bank holidays?
Yes, as long as guests see the policy that applies to their booking before they confirm.
Should the policy be in the terms and conditions?
Put the short version on the booking form and the full version in your terms. The short version is the one guests read.