Rennes restaurants are facing a growing problem: “no-shows,” reservations that are made and then simply ignored. What began as an occasional inconvenience has become a significant financial burden for local establishments, with some reporting losses of up to €20,000 per year. The issue highlights a tension between the convenience of online booking platforms and the responsibility of diners to honor their commitments, forcing restaurateurs to seek solutions to protect their businesses.
The impact of these missed reservations extends beyond lost revenue. Restaurants are forced to contend with food waste from prepared meals and the disruption of kitchen operations. Pierre Hollerich, owner of the acclaimed restaurant Bombance in Rennes, recalls a particularly damaging incident where a party of 22 people failed to appear. “It completely ruined our evening,” he said. The financial strain is particularly acute for newer restaurants still establishing themselves, like Bombance, which opened in 2024.
Rennes has become a culinary destination in recent years, with diners often needing to book weeks in advance to secure a table at popular spots. The city’s growing reputation for bistronomy has fueled demand, but similarly created opportunities for “multi-booking” – a practice where diners reserve tables at multiple restaurants and choose one on the day of, leaving the others empty.
The financial consequences are stark. Hollerich estimates that no-shows cost his restaurant between €15,000 and €20,000 during its first year. With an average bill of around €50 per person, a table for two represents a potential loss of €100. Last week alone, Bombance experienced between six and eight no-shows across smaller tables, resulting in a monthly deficit of approximately €1,500. “It’s a total lack of respect, but I don’t think people realize the impact,” Hollerich stated.
The Rise of Multi-Booking and Its Impact
The ease of online reservation platforms has undoubtedly contributed to the problem. Cédric Bruneau, chef at the Michelin-recommended restaurant Fezi, explained that reservations are essential for ensuring a full house. Fezi relies on being fully booked, particularly on weekends, to maintain its business model. Paul Henry, of Tête d’Ail, echoed this sentiment, emphasizing the security of a full dining room from Friday through Sunday.
However, this reliance on reservations has created a vulnerability. “People want to make sure they have a table at one of the great restaurants, so they book in two or three places and then decide on the night,” Henry explained. “It’s a common practice.” This behavior leaves restaurants scrambling to fill empty seats, often unsuccessfully.
Solutions and Concerns: The Debate Over Financial Guarantees
Faced with mounting losses, some restaurants are taking a firmer stance. Bombance now requires a credit card guarantee for groups of four or more, a measure implemented after the particularly frustrating incident with the 22-person no-reveal. Hollerich reports that this policy has significantly reduced no-shows for larger parties, though the issue has shifted to smaller tables. He is hesitant to extend the policy to tables for two, fearing it might deter customers.
Tête d’Ail is also considering implementing credit card guarantees for larger groups, but Henry expressed reservations about the potential for alienating customers. “I think it’s a bit delicate to question for a credit card imprint. We’re afraid of having customers who get upset,” he said. The restaurant recently experienced the last-minute cancellation of a 10-person party, further prompting a reevaluation of its policies.
Cédric Bruneau at Fezi is currently resisting the leverage of financial guarantees, prioritizing the preservation of a positive customer relationship. “There are people who don’t want to offer bank details out of fear or habit,” he explained. Fezi relies on a waitlist to fill cancellations, but acknowledges that unredeemed reservations for larger parties can still result in significant losses.
Looking Ahead: Finding a Balance
The issue of no-shows in Rennes, and increasingly in cities across France, highlights a broader challenge for the hospitality industry: balancing the convenience of modern booking systems with the demand for financial stability. While financial guarantees offer a potential solution, restaurateurs are wary of creating a barrier to entry for diners. The debate underscores the importance of respecting the time and resources of businesses, and the need for diners to be mindful of their commitments.
Restaurant associations in the region are expected to discuss potential industry-wide solutions in the coming weeks, including standardized cancellation policies and increased public awareness campaigns. The next meeting of the Rennes restaurant collective is scheduled for November 15th, where this issue will be a key topic of discussion.
What are your thoughts on this growing problem? Share your experiences and opinions in the comments below.
