Charleston Restaurants Struggle with Rising No-Show Reservations

Charleston Dining Scene Faces a No-Show Dilemma

Charleston—The charming streets of Charleston buzz with excitement as locals and tourists alike indulge in the fantastic culinary scene that the city has to offer. However, behind the scenes, restaurant owners are sounding the alarm about a growing issue: the rising number of diners who simply don’t show up for their reservations.

The problem is becoming increasingly difficult for the owners of the city’s beloved eateries. As we head into the colder months, many restaurants are bracing for the hiccups that accompany peak dining seasons—but this year, there’s a twist. A growing trend of what restaurateurs call “no-shows” threatens to ruin the dining experience for both patrons and staff alike.

The Impact of No-Shows

Local restaurateur Tina Schuttenberg has found herself scratching her head over these unkept commitments. The owner of Beautiful South and Kwei Fei stresses, “Booking a reservation is a commitment we’re making to each other.” Just this past week, her restaurants struggled with up to eight late cancellations for a service. For a small establishment like hers, that’s a big hit—essentially one-third of their seating capacity.

And it’s not just her. Steve Palmer, president of Indigo Road Hospitality Group, which includes popular spots like Oak Steakhouse, Indaco, and O-Ku, mentioned an uptick of near 28% in diners changing or cancelling plans at the last minute since the pandemic. “These cancellations, especially on weekends during events, have a real domino effect on our business,” Palmer adds.

The Rise of Cancellation Fees

To combat the growing frustration, many local eateries have started implementing cancellation fees. This isn’t new— in fact, a 1997 column in a major publication reported on a similar dilemma restaurants faced back then. But the trend appears to be making a significant comeback in 2024. As of January, 1 in 6 U.S. restaurants using the Resy platform charged for late cancellations, up by 13% over the last five years.

At Beautiful South, diners must cancel six hours ahead of their reservation to avoid a $25-per-person fee—a policy echoed at Kultura, where guests can cancel 24 hours in advance to sidestep the same charge.

How Diners Can Help

So, what can we do? A little courtesy goes a long way. Anyone with a reservation that needs to change should simply take a moment to cancel. It not only gives the restaurant a fighting chance to fill those seats with walk-ins but also shows consideration for the hard-working staff who depend on every cover for their livelihood.

Bintü Atelier’s owner, Bintou N’Daw, supports this sentiment as she shares how her restaurant has allocated 30% of their seating to walk-ins while the remaining 70% caters to reservations. “It’s human to miss a reservation, but when you don’t call—even hours ahead—it can lead to a loss of income for small businesses and the staff here,” N’Daw explains.

The Need for Accountability

Though it may seem excessive to some diners, the reality is that these cancellation fees are a response to a long-standing issue. Many restaurant owners are fearful that unless diners take responsibility for their reservations, the vibrant dining scene Charleston is known for may dim.

As the holiday season approaches, restaurant owners hope that by speaking out and encouraging better communication from diners, they can create a more respectful dining culture. Everyone wins when people show up for their reservations, and as the saying goes, “when you know better, you do better.”

So, the next time you’re planning a wonderful night out at one of Charleston’s fantastic restaurants, remember to mark it in your calendar. Let’s keep the dining scene alive and thriving, for everyone’s sake!