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Stirling pub calls out “no show” customers

Staff at the popular Stirling pub have noticed the "growing trend."

4 mins read

A Stirling pub has called out customers who waste tables by failing to show up for bookings.

Staff at the Kilted Kangaroo in Upper Craigs took to social media to highlight the impact these customers were having on their business.

In a statement they said that they had noticed a “growing trend” in people over-booking tables at multiple businesses and then only showing up to one booking on the day, while reserved tables lie empty elsewhere in the town.

The statement described turning away customers while bookings for “prime seats” don’t show up as “one of the most frustrating things in our industry.”

The pub has recently reopened as coronavirus restrictions have been eased after months of lockdown.

“Given what the hospitality industry has been through, it is very disappointing to see so many precious tables go unoccupied,” the statement read.

“Our staff rotas are based on our bookings.

“We appreciate that the weather has been horrendous but it just takes a few seconds to jump on the confirmation email to cancel it, its common courtesy.”

Kilted added that if the trend continues, then they may have to introduce a “no show” charge on their booking system for customers who do not show up or fail to cancel their booking. They added that such a charge would be for no shows only, not cancellations.

Stirling’s businesses are just reopening after months of coronavirus lockdown. Credit: Brig Newspaper

The statement was welcomed by many of Kilted’s customers, who expressed their support for them and their staff on social media and describing the actions of no show customers as “unfair” and “terrible.”

One customer said, “Well organised and great food friendly staff . A place that really has pulled out all the stops such a shame some folk have no common decency.”

 Danielle McRorie-Smith, Project Director of Go Forth Stirling Business Improvement District (BID) said:

“Hospitality businesses have been detrimentally affected by the Covid restrictions and closures over the past year and now they are able to reopen, we hope customers will support them and bear in mind the difficult time they have had.

“We would ask people to make sure they cancel a booking if they are no longer able to make it rather than fail to show up and also to be kind to hospitality staff who are working hard behind the scenes and having to comply with various restrictions.

“We’d also remind customers that a lot of hospitality roles rely on cash tips so if you have received good service, and you are able to do so, think about rewarding and recognising it. We’ve all become used to something of a cashless society in the past year which means this can easily be forgotten.”

Research from hospitality body CGA’s Consumer Pulse survey showed that one in twelve (8%) customers admitted to being no shows.

The research concluded that unpredictable weather alongside overbooking has led to a no show problem for the wider hospitality industry.

Of the customers who admitted being no shows; 23% said that they forgot to cancel, 13% said that they could not be bothered to cancel their booking, 17% were embarrassed about cancelling, but 27% said that they couldn’t get in touch with the business.

At the end of their statement, the Kilted Kangaroo left a simple message for customers who were overbooking and wasting tables, “#DontBeADick.”

Featured Image Credit: Heather McLaughlin

Freelance award-winning journalist | Best Journalist SPARC Scotland 2021 | Stirling Uni Class of 2021 | Former Deputy Editor - Brig Newspaper | Bylines in The Scottish Sun, The Alloa and Hillfoots Advertiser, The Barrhead News, The (Renfrew and Johnstone) Gazette, Brig Newspaper, The Oban Times, Stirling Today and Tales From Lockdown.

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