Maxine Kelly, landlady of The Wheatsheaf pub and restaurant in St Helens, has criticised a group of 13 customers who failed to show for a booking and ignored follow-up calls. The booking was made late last week, and the venue typically requests a deposit for large groups, but made an exception this time.
In a Facebook post, the pub said the group answered the phone when called, hung up upon hearing the staff member, and did not respond to further attempts. The post described the behaviour as 'incredibly unfair on small businesses', noting that large bookings require extra staff, preparation, and turning away other customers.
Ms Kelly told the Liverpool Echo that the team set up a separate room for the group's arrival around midday. When they failed to appear, staff called the organiser, who answered but immediately hung up. All subsequent calls were ignored.
She said: 'A phone call takes two seconds and we're the most chilled out people ever, just let us know. It's not fair to keep us waiting.' Another table of eight also booked but cancelled in advance, which Ms Kelly said was appreciated as it allowed them to adjust staffing.
The landlady emphasised the strain on the hospitality industry, stating that no-shows have a significant impact on daily and financial operations. She added: 'If you can't make it, there's nothing anyone can do, but at least please tell us.'
Customers showed support for the pub, calling the no-show 'shocking behaviour'. Ms Kelly declined to name and shame the group, simply urging transparency in future bookings.
