Appearance
Policy
Configure your venue's booking policies and terms.
Overview
Clear policies protect your business, set customer expectations, and reduce disputes. Configure cancellation terms, no-show policies, deposit requirements, and house rules.
Accessing Policies
Navigate to All Venues > Select your venue > Policy
Cancellation Policies
Policy Types
Flexible
- Free cancellation up to 24 hours
- Customer-friendly
- Risk of late cancellations
- Good for building customer base
- Suitable for casual dining
Moderate
- Free cancellation up to 48-72 hours
- Balanced approach
- Most common policy
- Reasonable protection
- Works for most venues
Strict
- 7+ days notice required
- Deposits non-refundable
- High-end venues
- Special events
- Peak periods
Non-Refundable
- Prepayment required
- No cancellations
- Rare for restaurants
- Special occasions only (NYE, Valentine's)
Setting Up Cancellation Policy
Configure your policy:
- Go to Policy Settings
- Select cancellation type
- Set notice period
- Define refund terms
- Add special conditions
- Set by booking size (optional)
- Save changes
Tiered Cancellations
Different policies by size:
Small Parties (1-4 people)
- 24 hours notice
- More flexible
- Low impact
- Easy to fill
Medium Parties (5-8 people)
- 48 hours notice
- Moderate impact
- Harder to fill
- Balanced policy
Large Parties (9+ people)
- 72+ hours notice
- Significant impact
- Table arrangements
- Staff planning
- Stricter terms
Policy Communication
Display clearly:
During Booking
- Show policy before confirmation
- Require acceptance
- Clear language
- Highlighted terms
Confirmation Email
- Restate policy
- Cancellation deadline
- How to cancel
- Contact information
Reminder Emails
- Include policy reminder
- Deadline approaching
- Easy cancellation link
No-Show Policy
Defining No-Shows
A no-show occurs when:
- Customer doesn't arrive
- No advance cancellation
- No contact made
- No response to confirmations
No-Show Prevention
Booking Confirmations
- Send immediately
- Require confirmation (optional)
- Multiple reminders
- Day-before confirmation
Reminder System
- 1 week before
- 2 days before
- Day of booking
- SMS reminders (recommended)
Confirmation Requests
- "Please confirm your booking"
- Required for large parties
- 24-48 hours before
- Auto-cancel if not confirmed
No-Show Consequences
Standard Approach
- Mark customer as no-show
- Block future bookings (temporary)
- Request deposit next time
- Send follow-up message
Progressive System
- First offense: Warning
- Second offense: Deposit required
- Third offense: Booking blocked
- Review period (3-6 months)
Immediate Action
- Charge deposit (if taken)
- Permanent block (extreme cases)
- Report to platform
- Legal action (very rare)
No-Show Charges
If charging for no-shows:
With Deposit
- Forfeit deposit amount
- Clearly stated in policy
- Automated processing
- Confirmation email
Card on File
- Charge no-show fee
- Must be agreed in booking
- Legal compliance required
- Clear notification
Amount to Charge
- Fixed fee (e.g., $25 per person)
- Percentage of estimated bill (50-100%)
- Average food minimum
- Reasonable amount
Deposit Requirements
When to Require Deposits
Large Parties
- 8+ guests typical threshold
- Significant table space
- Staff allocation
- Higher no-show risk
Special Events
- Valentine's Day
- Mother's/Father's Day
- Christmas
- New Year's Eve
- Venue events
Tasting Menus
- Prepaid experiences
- Kitchen preparation
- Special ingredients
- Committed service
Private Dining
- Exclusive use
- Significant preparation
- Lost opportunity cost
- Always require deposit
Deposit Amounts
Percentage-Based
- 25% of estimated bill
- 50% for special events
- 100% prepayment for high-demand
- Flexible calculation
Per-Person Fixed
- $20-$50 per person
- Simple and clear
- Easy to communicate
- Predictable for customers
Minimum Spend
- Guarantee minimum revenue
- Deposit toward bill
- Flexible ordering
- Full amount credited
Deposit Processing
Payment Methods
- Credit/debit card
- Online payment
- Bank transfer
- Mobile payment apps
Refund Terms
- Applied to final bill
- Refunded if cancelled in time
- Forfeited for late cancellation
- Clearly communicated
Late Arrival Policy
Grace Periods
Set reasonable grace periods:
Standard Bookings
- 15-minute grace period
- Table held briefly
- Contact customer
- Re-evaluate after grace period
Peak Times
- 10-15 minutes maximum
- High demand for tables
- Strict adherence
- Clear communication
Off-Peak Times
- More flexibility
- 20-30 minutes acceptable
- Lower demand
- Customer service focus
Late Arrival Actions
After grace period:
- Attempt Contact - Call/text customer
- Hold Decision - Continue holding or release?
- Reduce Party Size - Offer smaller table
- Reduce Service Time - Shorter dining window
- Release Table - If no contact/very late
Communication
Inform customers:
- Late arrival policy in confirmation
- Grace period length
- Reduced service time possible
- Contact venue if running late
- Understand circumstances
Group Booking Policies
Group Definitions
Small Groups: 5-8 people Medium Groups: 9-12 people Large Groups: 13+ people
Special Terms
Deposits
- Required for groups
- Higher amounts
- Earlier collection
- Stricter cancellation
Menu Restrictions
- Set menu options
- Limited choice
- Pre-orders required
- Simplified service
Time Limits
- Defined dining period
- 2-2.5 hours typical
- Based on booking time
- Next service consideration
Payment
- Split bill limits
- Single payment preferred
- Service charge included
- Pre-authorization
Children & High Chair Policy
Children Welcome
Age Policies
- All ages welcome
- Age restrictions (if any)
- Adult supervision required
- Behavior expectations
Facilities
- High chairs available
- Number available
- Request in advance
- Children's menu
Special Considerations
- Peak time restrictions
- Private dining areas
- Family-friendly times
- Noise considerations
Special Requirements
Dietary Requirements
Collection
- Ask during booking
- Reminder before visit
- Kitchen notification
- Allergies flagged
Capabilities
- What you can accommodate
- What requires advance notice
- What you cannot provide
- Clear limitations
Accessibility
Physical Access
- Wheelchair accessibility
- Step-free access
- Accessible restrooms
- Reserved parking
Assistance
- Service animals welcome
- Staff assistance available
- Special seating
- Communication needs
Service Charges & Gratuity
Policy Settings
Automatic Service Charge
- Percentage amount (15-20% typical)
- When applied (groups, private dining)
- How it's distributed
- Legal compliance
Optional Gratuity
- Customer discretion
- Suggested amounts
- Payment methods
- Staff distribution
Display
- Clear on menu
- Noted in booking confirmation
- On reservations platform
- No surprises
House Rules
Dress Code
If applicable:
Smart Casual
- Neat and tidy
- No beachwear
- Closed shoes
- No athletic wear
Smart
- Collared shirts
- Dress shoes
- No jeans/shorts
- Evening wear encouraged
Formal
- Jackets required
- Ties preferred
- Elegant dresses
- No casual wear
Behavior Expectations
General Conduct
- Respect other diners
- Reasonable noise levels
- No offensive behavior
- Staff respect
Photography
- Flash photography policy
- Commercial shoots
- Social media friendly
- Privacy respect
Smoking
- Designated areas only
- Vaping policy
- Distance from entrance
- Local laws
Special Occasions
Birthday/Celebrations
- Outside cake policy
- Decorations allowed
- Candles and singing
- Photography
- Surprise arrangements
Proposals
- Advance notice required
- Special arrangements
- Photography coordination
- Champagne/dessert
Minimum Spend
When to Apply
Peak Times
- Weekend evenings
- Holiday periods
- Popular time slots
- High-demand dates
Prime Tables
- Window seats
- Terrace tables
- VIP areas
- Best locations
Length of Stay
- Lunch minimums
- Dinner minimums
- Bar/lounge seating
- Extended dining
Setting Amounts
Be reasonable:
- Based on average spend
- Time of day/week
- Party size
- Table location
- Food and beverage combined
Time Limits
Dining Duration
Lunch Service
- 1.5 hours typical
- Business lunch consideration
- Turnover expectations
- Multiple sittings
Dinner Service
- 2-2.5 hours typical
- Relaxed dining
- Course timing
- Second seating coordination
Tasting Menus
- 2.5-3 hours minimum
- Extended experience
- No rushing
- Clear expectations
Communication
Inform customers:
- During booking
- In confirmation
- Polite reminders when needed
- Flexible where possible
Terms & Conditions
Legal Requirements
Essential Terms
- Business name and address
- Cancellation policy
- Deposit terms
- Liability limitations
- Data protection compliance
Customer Obligations
- Accurate information
- Timely cancellation
- Appropriate behavior
- Payment obligations
Venue Rights
- Refuse service
- Modify bookings
- Cancel reservations
- Change policies
Policy Updates
Making Changes
- Update policy settings
- Notify existing bookings
- Effective date
- Apply fairly
Grandfathering
- Honor old policies for existing bookings
- New policy for new bookings
- Clear communication
- Reasonable notice
Best Practices
Creating Fair Policies
- Balance - Protect business without being unreasonable
- Clarity - Simple language, no confusion
- Consistency - Apply fairly to everyone
- Flexibility - Consider circumstances
- Communication - Make policies visible and clear
Enforcement
- Consistency - Apply rules equally
- Discretion - Use judgment for exceptional cases
- Documentation - Record policy violations
- Professionalism - Polite but firm
- Review - Regular policy evaluation
Customer Relations
- Understanding - Listen to customer situations
- Reasonable - Be fair and flexible when appropriate
- Apologetic - Even when enforcing policy
- Solutions - Offer alternatives
- Learning - Feedback improves policies
Troubleshooting
Frequent Cancellations
If cancellations are high:
- Review policy (too lenient?)
- Improve booking confirmations
- Require confirmation closer to date
- Implement deposits
- Track repeat offenders
Policy Disputes
Handle disagreements:
- Review booking record
- Check policy communication
- Listen to customer
- Show where policy stated
- Offer reasonable compromise
- Learn from feedback
Enforcement Challenges
Difficult situations:
- Train staff consistently
- Document everything
- Escalate to manager
- Stand by policy (mostly)
- Know when to make exceptions
Policy Too Strict
If losing bookings:
- Review competitor policies
- Gather customer feedback
- Test relaxed terms
- Monitor no-show rates
- Find optimal balance
Support
Need help with policies?
- Email: [email protected]
- WhatsApp: WhatsApp Support
Related Pages
- View Reservations - Managing bookings
- Private - Private dining policies
- Events - Event-specific policies
Legal Compliance
Ensure your policies comply with local laws regarding cancellations, charges, data protection, and accessibility. Consult legal advice if uncertain.