Write a booking policy that feels like a welcome.
Clear expectations, plain language and a little consideration go a long way before a guest even reaches the door.
Say what guests need to know
Explain the reservation duration, how to change or cancel, and how to get in touch about access needs or a larger party. Put the information close to the confirmation action. A long policy hidden in the footer will not help someone who is trying to make a simple dinner plan.
Be specific about deposits
If you use a deposit, explain the amount, currency, whether it is per guest or per booking, and the cancellation cutoff before payment. Describe how the restaurant handles refunds. Make the policy match the settings you actually use, and have the commercial wording checked before taking live payments.
Keep a route back open
The confirmation should help a guest find their reservation again. Make cancellation and supported changes easy to discover. A guest who can update a plan is more likely to release a table than one who has to search for a phone number during a busy day.
Review the tone together
Read the policy aloud as if you were speaking to someone at the door. Keep the boundaries clear, but remove blame and threats. Test the booking on a small screen and check that the key information is still easy to find.
From the Serein service journal · Practical editorial guidance, not a customer case study.
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