Cancellation Policy
Feb 2023
Dear guests, we are making some changes to our cancellation policy.
It’s not something that we want to do, but unfortunately, last-minute cancellations and failures to show up altogether for booked tables at peak times has become a real problem in the hospitality industry. We know that this is something that almost every other booking-led venue are aware of, and will agree on.
As a small, independent business, we organise our operation according to the bookings that we have on any given day - which isn’t easy!
This is how most small independent venues operate, also factoring in absences through illness - it is a constant challenge to make sure we have adequate staffing in place.
When customers do not show up for a table, or cancel last minute, this causes problems, and it comes as a cost to the business, and also a loss of vital revenue (especially at Friday & Saturday peak times) Not only are we paying for the staff members, the lights, heating, etc. it also takes away the possibility of being able to then offer the table to another customer who may want to join us, which would otherwise solve the problem.
We are in no way immune to the cost of living crisis, and in fact in many ways we are much more vulnerable as a small business.
Restaurant profit margins are fairly slender by nature, and due to the skyrocketing food prices, the unfairly disproportionate VAT system around food products and hospitality, they are slim to none for most independents right now.
Thankfully, we love to provide the perfect setting for your date nights, anniversaries, birthdays, engagements, get-togethers, and everything else! Unfortunately, everything comes at a cost, and we cannot continue to absorb these costs, or we may face closure like so many other small businesses are.
With this in mind, we have taken the difficult decision to change our cancellation and no-show policies:
Cancellations within 8 hours of any booking will incur a £2.50 fee per head, or if you wish to re-book for another time, a maximum of £5 administration fee will be payable, depending on the amount of notice given so that we may spring into action and adjust as necessary.
Cancellations within 4 hours of any booking will incur £10 fee per head and complete no-shows will incur a £15 fee per head. In most cases, this still doesn’t cover the expenses, especially at peak times.
We are a small, independently-run business, trying our best to keep our heads above water in these unprecedented times for ourselves and many others.
We do feel that it’s important to note that there are vast differences between ourselves and mega-national chains such as Wetherspoons and the like.
This really isn’t something we wanted to do, and we know that plans change, and people get ill, but we are being left with little choice. The rest of the world operates in this same way, with missed appointments being chargeable.
We also are aware that this may seem unnecessary and over-the-top to some (it isn’t) and may discourage people to even book in the first place, causing a further risk to the future of the restaurant. However, please be assured that we are doing this to try to ensure the survival of our small and humble business, and protect the sustainability of the jobs that we have somehow managed to create in these last, very tough few years.
We hope that our patrons will understand this decision, and that you will continue to support us through a time when our beloved hospitality industry is at breaking point, just as you have done since we opened our doors for the very first time.
We really are trying our best, as always.
- Duck Goose.
