Ya know Andrew, I find it kind of funny, but mostly in poor taste, that you haven't mentioned Don Saunders' new adventures yet in your blog. I think you owe it to him, considering you prematurely wrote Fugaise's obituary, and then wrote an I-told-you-so/eulogy (also poor taste) when it happened months later. That being said, no-shows were definitely a big problem there. Towards the end (until they announced the closing, when business picked up) it was like death by a thousand paper cuts...

I think charging for a no show is fair, although the price for which you are charged could be debated. If a restaurant is good enough to hold a table for you, you should be good enough to actually show or give them proper notice. Seems pretty simple to me.

My dentist charges if you don't show up for a cleaning. Hotels charge if you don't cancel at a specified time. I don't think it's unreasonable to ask for a credit card to hold a prime Friday or Saturday spot.

Of course, if I have a reservation and my table isn't ready right away, and I've left my CC information in advance, I'd expect something in return.

Working in the hotel business, I have absolutely no problem with charging cancellations...especially on busy nights where the opportunity cost of no-shows is quite high. If I turned away other paying customers in order to hold a table for you, then it ought to cost you.

This is, however, a particularly difficult time to try and institute this sort of policy in a market not-at-all accustomed to it.

These restaurants should implement a fee as follows:

1) When you make the reservation the restaurant places a charge on your credit card ($25, $50, whatever).

2) Then when you show up, have your meal, the amount of reservation charge is credited to the cost of the meal.

3) If you don't show up then you are out the reservation fee or if you fail to cancel within 24 hours.

I'm not advocating blowing off reservations but the idea being advanced is moronic. For starters there are a very limited number of places in the Twin Cities that could get away with it, the rest would just start losing buisness. As soon as they start paying me for waiting a reasonable time past my reservation, they can start charging for no shows. Its not like restaurants ever overbook especially on Friday or Saturday night at primetime…

Speaking of which, I'm still somewhat surprised that very few places in the Twin Cities will comp you a drink if you a forced to wait past your reservation.

How exactly is this process going to work when people who have been waiting past their reservation time get fed up and decide to eat somewhere else? Are they punished for the restaurant’s ineptitude? Are restaurants run by such “scumbags” that they intentionally overbook on reservations?

Kind of hypocritical if you ask me…

This is a bunch of BS!! As a Physician, I have about 10% of my patients no show each and every day to their clinic appointments. I don't charge them for services not rendered. This is just part of doing business! Get over it, your not that important!

Wow, where to start. Mattbrat, let me share with you that as a physician, you make FAR more $$ than any independent chef/restaurant owner in town makes. They do not have some inflated sense of self-importance, they are trying to STAY OPEN. Their business typically depends on each and every table, and on a weekend night when they have a hope and a prayer of booking ALL tables, they need to be able to do that to make up for the rest of the week. Thus, repeated no-shows are deal killers for these restaurateurs.

And JohnnyU, there are plenty of restaurants who will gladly comp u a drink for virtually any inconvenience just to keep your business and your referrals. Try LBV or Vincent or Meritage! Again, the independents do care and will fight for your loyalty. They plan for tables to turn at a certain pace and sometimes the guests linger longer than anticipated. You do it, too, sometimes - - get over the delay and enjoy the bar.

Oh, and back to our resident "P"hysician - not sure where you got your M.D., but your grammar is poor. Your profession is not so important to be capitalized, and the spelling is "you're" not your in that context.

I made a reservation at Le Cirque in Vegas 6 years ago, and even back then they required a credit card. I was informed I would be charged $50 dollars per person if not canceled 24 hours in advance. So I guess I am actually kinda surprised this hasn't become more routine already.

Sorry Andrew but you won't get any name for me and my non show list. Is the delation (tell on someone...) English. I do not think we are not that important and it is part of the business. We are not NY and frankly good luck on all the restauranteur that try to get their fees paid .Once a customer decide refuse the charge, you are in for a nasty time to get your money back!! Lenny relax this is one of the many human factor we are dealing with in our business.

To Jason and those of you who mentioned the inconvenience of waiting for a table past the scheduled time of your reservation, I fully acknowledge that this can be an occasional problem in most restaurants. Panama hit the nail on the head. We book our tables in two hour turns. Most restaurants book in hour and a half turns. Nonetheless, it is possible that a 5:30 reservation is still lingering at their table when a 7:30 reservation arrives. In our restaurant this is the primary cause of not being able to seat a reservation promptly. It is not due to overbooking. While we will often times ask for a party to wait while we are trying to turn a table that is still occupying their seats, we do occasionally buy a round of drinks for those who are inconvenienced. More often, we ask the guests who are lingering to please relocate to the bar where we will offer them an after dinner drink or coffee for being gracious to those who are waiting.

To Mattbrat23, I am glad that you have a handle on how best to run your business so that you can remain a viable clinic and keep your staff gainfully employed. Our response to no show reservations is not due to some grandiose image of ourselves. I realize it's just food and we are just serving dinner, but you try telling someone who is being laid off, "Get over it; you're not that important." Maybe it's not important to you, but I am guessing it's pretty important to that person's family. I don't presume to tell you how to practice medicine. I don't have the training or the background. So please try to refrain from telling me how best to sustain a profitable and viable restaurant.

In clarification, let me just say that other than holidays we do not charge for cancellations. We only charge for second offense no shows which, by the way, we have never had to do. Once a reservation is secured by a credit card, people are diligent in making sure that they cancel when their plans change. It is unfortunate that we needed to create a policy that encourages people to act with common courtesy and display simple manners, but we feel that it is warranted.

To you, Big cheese, I didn't fully understand your post; but if you are able to run a successful business without such a policy then good for you. You need to do whatever works best for you. In seven years, we have only had to charge people twice for no showing. Once was on VD and the other on NYE. In both instances, the guests were well aware of our policy; and they fully understood why they were being charged. We had no problem getting paid. It has nothing to do with being in NYC, SF or LA. Last I checked, we all have bills to pay and are all using the same currency.

I too am a physician. I would like to make it clear that not all of us have a "grandiose image of ourselves." There are many family physicians around town that are feeling the pinch these days. We have big bills to pay just like the restaurants. So when people do not show up for an appointment that cost me money. And as a family physician I bet I don't make that much more than some of the top chefs around town.
And as far as Mattbrat23, he must be a young surgeon full of piss and vinegar. In time he will learn.
Look, all I know is that no shows are going to happen. All I do is just overbook my schedule to try to make up for the no shows. Is it possible in the restaurant business to do this? Or would that just create chaos for the kitchen and the front house staff if everyone did show up? That happens to me from time to time and those are the days the patients have to wait a while to see me.

I think restaurants would be perfectly justified to charge for no-shows, especially on special nights as Lenny Russo describes above (or for a second offense). As someone else mentioned, dentists and hotels (and doctors, if they want) can charge for missed appointments, and I don't see how this is any different.

As for waiting - I do think that people should get a drink comped if they have to wait more than 10 minutes or so. I've had this happen a few times. I'm surprised to hear that others haven't had that experience, and I wonder if it has to do with whether you take waiting with a good grace or if you give the staff an attitude about it.

I can see where the restraunteers are coming from but good luck with that. Someone who frequents your establishment may make a reservation but cancel last minute because their kid is sick or something. Then you go and charge them 25 bucks. They will either never come back again or they will issue a dispute with your credit card company and then you will have some fun collecting. If such a policy is implemented it should be restricted to parties of 6 or 8 or more. Not a 2 or 4 top.

Panama – I’d really like a list of places that will comp drinks/desserts for extend waits. (I don’t consider 10 to 15 minutes and extended wait). In 8+ years of eating out fairly regularly I can think of 3 places that comp’d us drinks/coffee/dessert, those that did wound up with regular clientele and the server got the cost of the comp added to their tip. I just don’t think the mindset is part of the Twin Cities restaurant landscape I’d also add that LBV & Vincent from all appearances seem to be professionally run and I don’t doubt that they would comp a drink, however I haven’t had to wait for a table at either place.

Lenny Russo – If that’s how you manage it, that’s all anyone can ask. However there are more that a few that from my experience and others that makes you outside of the norm from some of your contemporaries.

To davecamaro: Dave, go back and read my post and my email to Andrew. We don't charge for cancellations. We only charge for no shows and, then, only for repeat offenders. If there is an extenuating circumstance such as an illness or some other emergency or even just some honest confusion on the guest's part, and I can think of a few times when that has happened, we are more than happy to listen. There are often many more pressing matters in people's lives than a restaurant reservation, and a trip to the emergency room would qualify as such.

To JohnnyU: I didn't fully understand you. Perhaps you could clarify for me. I am anxious to hear what people's opinions are about this.

One last thing. I won't be providing Andrew with any names of no show guests although I do appreciate the offer. At my request, he has brought this issue forward for discussion, and I thank him for that.

It's poor taste to no-show any restaraunt. But Lenny's place? Please. It's top 5 in the twin cities. No show that place? I look for reasons to go there.....

Wow, this is way overblown. We do not have a problem with no-shows in the TC. At my restaurant we typically have around a 95% show rate and I think that of the remaining 5% no-show rate, it's probably evenly split between an honest mistake or last minute emergency and those that are egregious offenders. So about 2 out of every 100 reservations in my restaurant will be no-showed by callous jerks. Why piss everyone else off because of this small minority? They're the same ones who are looking for a comp when the hostess looks at them the wrong way or when their table isn't ready exactly at 8:00 on a weekend night. Maybe I don't want these a-holes in my restaurant anyways.

Lenny Russo – If you are referring to my comments to you, it looks like my post was edited by someone on the site (No negative comments I guess), so it may not be as clear as I originally wrote. Additionally they aren’t directed at your operations. If you are referring to my general comments, they were more directed towards AZ comments in the original post. If its something else let me know

If your restaurant is run as you say, then you are doing everything within your power to insure that people are seated in a timely manner. Offering to reseat those that have finished dinner to the bar w/ comp’d drinks is a nice gesture to the original party and should help turn over. However it doesn’t provide the waiting party anything for the extended wait.

However I don't think this is the norm for some of the “good” restaurants and especially those that have recently gotten some good pub (I understand that business will increase after some good press). They get stacked up after the first seating and it just goes downhill from there. A little honesty in regards to actual wait from these places would go a long ways in improving customer service. For example, some restaurants when checking in will give you the blow off of “we’ll seat you in a few minutes” when they know or should know that its going to be > ½ an hour. So either the manager is lying or incompetent, either one doesn’t make for a good first impression. If you tell me that its going to be a ½ hour+, I may not like it but at least shows you have respect for the customer and are honest. It also gives me the option of going to the bar, exploring the neighborhood or canceling (Yes people sometimes have plans for after dinner).

I don’t have an issue with back charging for no shows for special event, like VD/NYE/special menu, but as a policy for everyday business it’s very short sighted and if you are going to try and implement a plan like AZ noted, then your shit better be tight and beyond reproach.

As someone who worked in a high-end steakhouse here in the cities I empathize with the huge problem regarding the "no-shows". It certainly affected my income directly.

However, over the course of many years, I've come to the realization that the people who are inconsiderate and/or stupid enough to be in this category probably aren't bright enough to be reading this blog in the first place.

Save your breath, as I will mine..

This is off subject but I figured many people who follow this might have suggestions. Does anyone have any suggestions for good casual eats in Chicago unlike anything we can get here in the Twin Cities?

To Mike who thinks this is "way overblown":

First of all, I am glad that you seem to find it acceptable to have no shows in your restaurant while feeling no need to address the situation. Obviously, the loss in revenue for you and your staff is inconsequential. We, however, have only 50 seats; and we need all of them, particularly on weekend nights during prime time.

Last night, we had another no show who took my last available table during prime time on a Friday night. I took the reservation myself. I sensed some hesitation on his part since he wanted a 7:30 reservation, and all I had to offer him was 6:30. I implored this individual to please call me if he felt he wouldn't be able to honor his reservation. Otherwise, I explained, I would expect to see him at 6:30. Of course he no showed, and didn't answer his phone when we called to follow up. Not only did he cost the restaurant a minimum of $100, but he took money out of my servers' pockets due to the lost gratuity. That's just plain rude and inconsiderate.

I don't see how requiring someone like this to secure future reservations with a credit card would "piss everyone else off" as you claimed. Perhaps you could explain that reasoning to me because I fail to see it.

So while you seem to think that no shows aren't a problem in the TC, I would contend that they're not a problem for you; but they are for us. And, yes, who would want them in his or her restaurant anyway? So when I ask for a CC# to secure, they can feel free to pass on that and go someplace else. Perhaps they could get a reservation at your restaurant since apparently you have no problem with it? In the meantime, I think we will continue with our policy of requiring parties that no show to secure with a CC#.

Thanks to everyone for their feedback on this issue. It has been very helpful. And thanks, Andrew, for taking the time to illuminate it.

I missed a reservation a couple Fridays ago because my wife was in the hospital giving birth to our child.

A few years ago, I missed a reservation because i was in a car accident and calling the restaurant to cancel wasn't the first of my priorities.

You would have charged me for a no-show? That's fine, I guess, but I would have never come to your restaurant again and, despite what the locals think, Minneapolis/St. Paul is not a big enough market to be immune to the benefits/pitfalls of word-of-mouth.

You can bet I would have told everyone I knew about the treatment I received. This isn't New York, where there is a glut of potential customers; it's a small town where word travels fast.

So, go ahead, charge for no-shows, but don't, for one second, pretend that it's good for business.

Sven, please don't make any reservations, anywhere. The slings and arrows of random events are way too much for you to cope with other peoples expectations of responsible behavior. Oh, and please don't drive a car anymore, either. I don't want to hear about your excuses for running a light , not signaling a turn, or driving too fast.

Thanks for starting this conversation.

As a server in an independently owned, chef-driven fine dining restaurant, I can tell you that diners who no-show have personally affected our business and my income. The times when it's been really detrimental in our restaurant have been when a group of 10 or more does not show (and this type of thing has happened more than once). On these nights we staff higher and bring in more food to plan ahead. Both front and back of house lose out on money when these groups don't show.

As Mr. Russo said, it is NOT an issue of thinking highly of ourselves. Nor is it about being greedy. In a climate where local, independently owned restaurants are closing left and right, it is simply a matter of staying in business. There are times where a large no-show can really hit a restaurant and its wait staff hard, and can mean the difference of paying bills or not. Trust me, I speak from experience on this.

We have discussed instating a no-show charge for parties of 10 or more and, after reading this discussion, I'm going to the bosses this week to bring it up again. We have always had a no-show charge for NYE and Valentine's Day, and I'm pretty sure we've only charged someone once. We are always flexible if someone has a special circumstance (like having a baby or a car accident) and won't charge in those cases. I think people who make reservations at places and then just don't show up (at doctor's offices too) should be taught not to do so in the future.
I just want you to know that I'm in favor of Mr. Russo's policy.

James Beard award winner Tim McKee Best chef midwest! Yes!

Dear Chef Russo,

I just wanted to say, since you obviously read this, that I had a phenomenal dinner at Heartland two weekends ago while celebrating my birthday. I especially appreciated the call after booking on open table, nice touch. Further, having managed a high end spa and implementing a similar policy to yours, I commend your decision to require CC's from repeat offenders. It discourages bad behavior from those who need discouragement and leaves the reservations of everyone else unchanged. Good job, and I look forward to coming back soon.

Chris Sanger

So, as the customer let me see if I understand this correctly; some restraunts want to charge me to make a reservation? Essentially, they are asking for money up front to guarantee their own income. If they truly feel this approach is the best business practice they can implement that's their call, but as the customer let me ask what do I get in return? Surely they don't want something for nothing?

In return for agreeing to pay a penalty for a no-show I expect to be seated at the time of the reservation, excellent service, and the best meal I've ever had. If they can not guarantee these things then I will politely tell them where to stick their no-show penalty and make a reservation with one of their competitors.

All businesses must determine a way to control costs and make a profit, but as the consumer I frankly don't care about their problems. I just want a good meal without having to enter in to some kind of verbal contract to get it. Good food and customer service will secure their business, not threats and punishment.

people seem to have a difficult time understanding that this is reserved for repeat offenders who have already cost the company money. Reservations are a privilege abuse them and you loose them.

Me thinks "David" might be one of those inconsiderate individuals who doesn't believe that he should be bound by the rules of civil society.

He also apparently either didn't read or understand the thread. For example, how do you read this thread and come away from it thinking that the no-show policies are an attempt by restaurateurs to "guarantee their own income. Good grief.

Me thinks "David" might be one of those inconsiderate individuals who doesn't believe that he should be bound by the rules of civil society.

He also apparently either didn't read or understand the thread. For example, how do you read this thread and come away from it thinking that the no-show policies are an attempt by restaurateurs to "guarantee their own income." Good grief.