No-show / missed appointment
How to reply to a no-show or missed-appointment review
No-show reviews are almost always a booking-system fail — a missed confirmation email, a double-book, a rota gap. The reply is where you show it's fixed.
Why it matters
No-show replies are read by every customer thinking about booking directly. A confident rebook offer is worth more than any discount.
Do this
- Own the confirmation failure in the reply.
- Rebook on the house.
- Sign with a name and a direct booking route.
Avoid this
- Implying the reviewer forgot the appointment.
- A generic 'sorry you had a bad experience'.
4 templates
1. Salon, missing appointment
Review
"Booked a haircut and no one turned up."
Reply
"Hi Chris — that's not the booking system working, and I'm sorry you were kept waiting. I've dug into the booking and can see the confirmation didn't send. Reply here and I'll rebook you personally, on us."
2. Restaurant, no table
Review
"Had a booking for 8pm, arrived to no table."
Reply
"Hi Chris — a booking that isn't a table is a broken promise. I've dug into the system and can see the confirmation didn't send. Reply here and I'll rebook you for a Friday, on us, with the corner table held. — Marco"
3. Physio, missed slot
Review
"Turned up, tech didn't."
Reply
"Hi — a therapist gap in a booked slot is a rota fail. Please email clinic@ourphysio.co.uk and I'll rebook you with our lead therapist at no charge. — Ellie"
4. Cleaner, no-show
Review
"Booked a Tuesday clean, no one came."
Reply
"Hi Sam — a no-show on a booked clean is unacceptable. I've refunded the deposit and there's a free deep-clean waiting on your next booking. — Priya, owner"
FAQ
- What if it really was the customer who missed?
- Reply as if the system failed. In public, the customer's word wins; take the numbers off-line if a genuine no-fee case matters.