Press Release

Proceed With Caution: Quarter of Diners Will Only Return to Venues They Know and Love Post Local Lockdown

Majority of diners identify as more safety-conscious than friends or family, but half say nothing will stop them from turning up for a booking

LONDON (29 OCTOBER 2020) — With tougher measures being placed on hospitality venues in COVID hotpots across the country, a new study from SevenRooms, a data-driven guest experience platform for the hospitality industry, has revealed that half (51%) of UK consumers believe they are generally more cautious than their friends and family when it comes to visiting pubs, bars and restaurants.

The ‘COVID Confidence Report’, which polled a representative sample of 2,214 UK consumers through YouGov, indicates the varied impact a second round of closures could have on guest confidence when venues reopen, showing how hospitality operators need to adapt and cater to a wider range of dining personas and experiences post-pandemic:

The study also examines the issue of venue ‘no shows’, revealing that half (51%) of UK consumers say that nothing would prevent them from turning up for a booking and failing to cancel. However, COVID-19-related safety worries are a notable driving force behind others failing to honour a reservation:

With face coverings now mandatory for all hospitality staff in the UK, the report reveals that such safety measures are a fundamental part of many guests’ comfort and enjoyment of the overall restaurant experience. Poor adherence to the rules could impact diners’ longer-term view of an establishment and put revenues at risk:

With restrictions being reintroduced in certain areas of the country, operators need to ensure they are equipped to meet the evolving customer needs that come with these new rules and regulations,” says Danilo Mangano, General Manager Europe at SevenRooms. While consumers are evidently craving on-premise experiences, they are also understandably cautious, which has a large impact on their behaviour as they return to dining out. Operators need to show guests that they understand and have the systems in place to respond to their changing wants and needs. They can do most effectively by continuing to leverage data insights to personalise offerings that make guests feel confident in their experiences, whether they are ordering delivery or making a reservation.” 

“With these changes in mind, building and maintaining direct relationships with guests is more important than ever. Loyal customers are the bedrock of success and will be eager to support venues that provide unique and personalised experiences. Beyond that, however, where guests may be warier about visiting, a direct dialogue and tailored communications provide an opportunity to put diners’ minds at ease around what to expect, reducing the propensity for no shows and ultimately encouraging them to rebook.”  

The full report is available via SevenRooms’ Resource Center.


Research Methodology

All figures, unless otherwise stated, are from YouGov Plc – a third party, professional research and consulting organization. Total sample size was 2,214 adults. Fieldwork was undertaken between 25-28 September 2020. The survey was carried out online. The figures have been weighted and are representative of all UK adults (aged 18+).

About SevenRooms
SevenRooms is a fully-integrated, data-driven guest experience platform that helps hospitality operators connect data across the guest journey. From neighborhood restaurants and bars to international, multi-concept hospitality groups, the end-to-end platform enables operators to automatically drive revenue and profitability by leveraging data to build direct relationships, deliver exceptional experiences, and increase repeat visits & orders. Founded in 2011 and venture-backed by Amazon, Comcast Ventures and Providence Strategic Growth, SevenRooms has dining, hotel F&B, nightlife and entertainment clients globally, including: Bloomin’ Brands, MGM Resorts International, Mandarin Oriental Hotel Group, The Cosmopolitan of Las Vegas, Jumeirah Group, Wolfgang Puck, Michael Mina, sbe, LDV Hospitality, Zuma, Altamarea Group, Major Food Group, AELTC, Chase Hospitality Group, D&D London, Corbin & King, Live Nation and Topgolf.

SevenRooms Contact
Bianca Esmond
Director, Brand Marketing


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