#ShowUpForHospitality

No-shows are on the rise again. The number of customers not turning up for bookings has doubled from 6% in September 2022 to 12% in 2023, costing the industry an estimated £17.59bn per year..

The latest figures from Zonal, in partnership with hospitality data and insights firm CGA by NIQ, confirm that 2023’s no-show rate has returned to post-lockdown levels, doubling from 6% in September 2022 to 12%, highlighting the need to keep this important issue top of mind.

The rise comes at a time when every cover is vital for survival, and every penny counts.

Educating consumers on the impact of no-shows to the businesses and brands they love will be an ongoing challenge, but there are steps operators can take to mitigate the impact. We’ve put together a helpful collection of free resources below to provide you with advice and guidance on actions you can take to start tackling no-shows in your business today.

Help us increase awareness of the impact of no-shows by spreading the word, and together we can drive a positive change, encouraging consumers to always #ShowUpForHospitality.

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#ShowUpForHospitality

Operator Resources

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No-shows calculator

How much money are you losing each month due to customers who fail to honour their bookings? Calculate the cost of your no-shows with our handy calculator.
Calculate your no-shows
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The Ultimate Guide to Eliminating No-Shows

Discover how to combat no-shows in your venue, as well as key insights from our recent research with CGA into the scale and causes of no-shows within hospitality.
Read now
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How can hospitality businesses combat no-shows in 2023?

Watch industry experts from Zonal, Mitchells & Butlers and Bums on Seats as they explore ways in which operators can tackle the impact of no-shows in their venues, as well as the role consumer of consumer loyalty in reducing no-shows.
Watch now (34 mins)

Useful Articles

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Your Essential No-shows Checklist

Our in-house team of bookings experts have put together a checklist of ideas on how you can eliminate no-shows in your hospitality business.
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Ten things to know about no-shows

Guest blog from our partners at CGA discussing key takeaways from a recent webinar featuring experts from Zonal, CGA and Bums on Seats.
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5 ways to help prevent no-shows this Christmas

Zonal’s Chief Sales & Marketing Officer, Olivia FitzGerald, shares her advice on how to encourage guests to turn up for reservations ahead of Christmas.
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Latest News

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New insights reveal top reasons for no-shows

Latest insight from leading hospitality technology partner Zonal and CGA by NIQ, reveals the main reasons guests do not turn up for a reservation.
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Hospitality industry poised for booming Easter weekend

Latest insight from leading hospitality technology partner Zonal, reveals that bookings for the Easter weekend are up by 40% compared to 2023 as consumers prioritise spending time in hospitality over the bank holiday weekend.
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50% of all Valentine's Day bookings are made last minute

Latest insight from leading hospitality technology partner Zonal, reveals that bookings for the Easter weekend are up by 40% compared to 2023 as consumers prioritise spending time in hospitality over the bank holiday weekend.
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The strangest reasons why people cancel pub, bar and restaurant bookings

In the world of hospitality, cancellations are an inevitable part of business – but it’s not always for the reasons you’d expect. Research from Zonal, has revealed 10 of the strangest reasons people provided for needing to cancel a reservation.
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2023 Christmas bookings up 41% compared to last year

Zonal’s latest figures show reservations for the month of December are already up by over 40% on 2022, and that bookings for Christmas Day itself are up a whopping 59%.
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No-shows in hospitality double from 6% to 12% in 2023

The latest research from Zonal and CGA by NIQ, reveals that the number of consumers not showing up for their reservations in pubs, bars and restaurants has doubled since September last year. A significant 12% of consumers are still not honouring their reservations and not informing venues in advance that they need to cancel.
Read now

Industry Views

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“These latest insights show that no-shows are still very much an issue facing the industry and it is a costly one. It is important that we continue our efforts to educate customers on the impact that not honouring bookings has on the industry, as well as finding ways for businesses to help reduce the risk of these no-shows occurring.”
Olivia FitzGerald, Chief Sales and Marketing Officer, Zonal
“This research is incredibly important in highlighting the impact no-shows are having on the hospitality sector, whilst customers might think missing a reservation is only a minor inconvenience for the venue and staff, the wider connotations need to be emphasised to customers so they appreciate the need to show up for hospitality, support the industry and the workers within it.”
Andy Dean, Client Director, CGA by NIQ
“‘What we cannot do is control people and their decision making, however what we can control is the experience received by our guests and the loyalty they feel to our brand. Tactical tech set-up is of course fundamental and must be strategic to your trading patterns and occasions, however I can’t put a value on good old fashioned relationship building and the importance of human connection, its priceless.”
Amber Staynings, CEO, Bums on Seats

Get in touch

If you have any questions about the campaign, or you’d like to share your experiences with no-shows in your business, reach out to us using the form below.