Nomelle, a restaurant in central Aarhus, has introduced a 275-kroner fee for no-shows and very late cancellations after nine booked guests failed to turn up over a single weekend.
The restaurant on Frederiksgade was fully booked, the food was prepped and staff had come in. But three parties never arrived, leaving a table for four, one for three and one for two empty, Avisen Danmark reported on August 15. In the industry the absent guests are known as no shows, a problem long recognized in Copenhagen.
Rasmus Surland, co-owner and director of Nomelle, told the outlet that the restaurant lives very little off walk-in customers. Tables that go unclaimed therefore usually stay empty for the rest of the evening. According to the kitchen chief, a guest spends on average between 800 and 900 kroner on a Friday or Saturday, putting the weekend loss at 7,200 to 8,100 kroner.
Surland estimates that no-shows cost Nomelle at least 250,000 kroner a year in lost revenue. The restaurant serves more than 10,000 guests annually and sees absences on a weekly basis, with reservations ranging from one to eight people. He added that the booking system does not reveal in advance who will fail to appear.
When a party does not arrive at the agreed time, staff try to call the guests. Some answer and some do not, and the explanations vary widely. Per Avisen Danmark, some say they fell ill or were suddenly prevented, while others say they forgot the reservation or do not recall booking a table.
Surland said staff have also been told by guests that they were sitting at another restaurant. He noted that this is hard to navigate, because guests receive both confirmations and reminders about the booking. He has heard of people reserving at several restaurants before deciding where to eat, but does not know how widespread that is.
Industry group says problem is broader
Nadeem Wasi, membership chief at the industry organization Horesta, said Nomelle is far from the only restaurant affected. According to Wasi, the consequences reach beyond the missing payment, because a restaurant may have turned down other inquiries after declaring itself sold out. Goods have been bought and shift plans made, and then tables stand empty during the most important hours.
The 275-kroner fee is displayed during booking and also appears in the confirmations and reminders guests receive. Surland described it as a small plaster that is far from enough to cover the restaurant’s losses. Its main purpose, he said, is to make clear that there is a consequence for not showing up.
Nomelle also has the option of requiring a deposit when guests book, but has decided against it for now. Surland said asking for a payment card before anything is served could create a barrier for guests who chose the restaurant. He hopes greater attention to the issue will lead more people to cancel in good time.
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