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No-show policy and difficult customers

A no-show is a customer who confirmed a reservation and didn't show up without notice. RestaPro records it so you can anticipate the risk and protect your tables.

How to mark a no-show​

  1. Open the reservation from the list or the detail panel.
  2. No-show action (in the actions menu or dropdown).
  3. Confirm in the modal: "Confirm the customer did not show up? This action is hard to reverse."
  4. Confirmation toast with an Undo button for a few seconds in case of error.

Destructive actions (cancel, no-show) always require explicit confirmation. Benign ones (confirm, mark arrived) execute on click.

6-month window​

RestaPro counts each customer's no-shows in a rolling 180-day window. After that, old no-shows fall off the counter automatically.

Example: María has 2 no-shows, one 40 days ago and one 120 days ago. Current counter: 2. In 60 days the older one will "drop off" and the count goes down to 1.

Red ⚠ badge in the reservation list​

Next to the customer name a red badge "⚠ N no-shows" appears when the counter is >= 2. Visible in:

  • Reservation list (/app/reservas)
  • Reservation detail (side sheet)
  • Service view (sidebar and on the table)

Hover tooltip: "Customer with N no-shows in the last 6 months".

Automatic alert email​

When a new reservation comes in (web or manual) from a customer with >= 2 no-shows, RestaPro sends an automatic email to the team:

  • Subject: "Alert: reservation from a customer with no-show history"
  • Content: name, phone, email, reference, date/time, party size, no-show counter.
  • Priority: high.

It's sent to the emails configured in Settings → Email → Alert emails, as long as you have "Notify when someone reserves" enabled.

Management policy: you decide​

RestaPro does not block customers automatically based on no-shows. The decision is yours:

  • 1 no-show: no action.
  • 2 no-shows in 6 months: contact the customer personally.
  • 3+ no-shows: ask for a deposit on future reservations.

Hard option​

  • 2 no-shows: require manual confirmation (phone call).
  • 3+ no-shows: only accept reservations by phone with a deposit.

Document your policy in the customer's internal notes so the whole team operates the same way.

Best practices to reduce no-shows​

  • 24 h reminder: already available. Cuts no-shows by ~30%. See Automations.
  • Dual confirmation for groups: phone call or WhatsApp the day before.
  • Deposit for large groups (8+ people): a strong deterrent.
  • Clear policy on the public website: even though RestaPro doesn't automate this, communicating rules on /c/:slug helps. E.g. "Cancel at least 2 hours in advance."

See the customer detail​

In the customer card (/app/clientes) you can see the historical no-show counter alongside completed visits and total reservations. Combined with internal notes you get a complete behavior profile.

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