Popular Italian restaurant Gusto has been hit with an ‘unbelievably painful’ spate of no-shows, reporting more than 1,000 missed bookings in just one week – with some blaming it on a new phenomenon called ‘HOGO’.
The group, which has restaurants in both Didsbury and the city centre, told The Times that it’s equated to around £30,000 of lost revenue.
The problem of restaurant no-shows is devastating for restaurants at what should be their busiest period.
The hospitality sector has lost an estimated £17.6bn to the problem since reopening after lockdowns, with roughly one in seven diners not turning up for a booking – and it now seems to be getting worse.
Matt Snell, chief executive of the Italian restaurant group Gusto, reported more than 1,000 unattended bookings across its sites this week alone.
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Calling the loss ‘unbelievably painful’, he added: “My view is that it’s laziness or rudeness.”
Gusto in Manchester city centre. Credit: Facebook (Gusto Manchester)
“I don’t mind cancellations, I’m happy to get them because at least we have an opportunity to replace that booking even if it’s last minute. It is the no-shows that cost us money.”
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The sudden spike in no-shows has left some people to wonder, why, at the busiest time of the year for hospitality, restaurants are suddenly finding themselves with empty seats?
The phenomenon of ‘HOGO’ (hassle of going out) has been floated in the press this week – something that I’d like to quash immediately.
If it’s an acronym and it’s not in the Urban Dictionary, I’m not recognising it (I checked, and it’s not in there).
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“Gretchen, stop trying to make HOGO happen – it’s not going to happen.
Kate Nicholls, chief executive of UKHospitality, toldThe Times she doesn’t think it’s being caused by a fear of going out, nor a repeat of people booking multiple venues at once because they weren’t sure they would get a table.
Rather, she said: “I think it is people changing their minds, changing their intentions and forgetting to cancel and not realising the impact that it has on businesses.”
Events organisers have also reported a rise in people not attending, despite paying in advance for tickets.
Manchester night tzar and WHP founder Sacha Lord has weighed in, asking for people to “please be courteous.”
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He tweeted: “What sort of person can’t pick up the phone to cancel?
“A restaurant staffs/buys produce and gears up on the back of bookings Makes the deposit idea stronger. Please be courteous”
In the summer of 2020, the hospitality industry united behind a #nomorenoshows campaign to remind people of all the reasons why it’s a terrible idea to make a booking and then simply not bother to show up.
Perhaps it’s time for that to happen again.
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Simply put, if you can’t make your reservation – let the restaurant know. It’s just common courtesy. It stops them from losing money. It helps managers staff their restaurants properly.
Come on guys, we’ve already been through this.
Featured image – Gusto
News
Michelin-recommended rooftop restaurant Climat has closed its doors with immediate effect
Daisy Jackson
One of Manchester’s top-rated restaurants has announced its shock and immediate closure.
Climat, which is set way up high in Blackfriars House with staggering views of Manchester city centre, has said that the Michelin-recommended restaurant is now permanently closed.
In a heartbreaking statement, founder Christopher Laidler said that Climat is ‘yet another casualty of the times we’re living in’.
Laying out the brutal reality of running a hospitality business, Chris wrote about ‘rampant food inflation’, an ‘ever-increasing tax burden’, and ‘the persistent cost of living crisis’, describing it as a perfect storm against hospitality.
Then delving deeper into the numbers, he shared that Climat has faced an eye-watering £112,000 electricity bill for its first 13 months in business – that’s 400% more than they’d budgeted.
That was chased by a 33% increase in staff wages, then a jump in business rates from £12,000 a year to £38,000 a year.
Couple that with reduced footfall and it’s ‘spelling disaster for so many’.
Climat has closed its doors with immediate effectClimat has laid their finances bare in their closing statement
He wrote: “Whilst I wanted to highlight these reasons for closure, in the naive hope the Government will start to listen before it’s too late for others, I want to acknowledge the fantastic work of our team over the last 3.5 years.
“The closure does not do justice to their efforts and dedication. I’d also like extend a huge debt of gratitude to our guests for their support, enabling us to build a nationally recognised wine list – our raison d’être.”
Signing off, he said: “I wish everyone the very best of luck in these challenging times. Bye for now, Christopher.”
Climat opened in late 2022, with an impressive wine list and a beautiful restaurant space overlooking Manchester.
It didn’t take long before it was added to the Michelin Guide, which wrote: “An open kitchen is the focus of the room, with its aromas filling the air, and the concise fixed-price menu includes well-executed dishes such as halibut with spinach and sorrel velouté, where the ingredient quality shines through.
“Wine is a feature with one side of the room acting as a bar and the carefully curated list deftly mixing traditional and modern styles.”
Claire’s is closing down stores in the UK and Ireland with more than 1,300 jobs set to be lost
Danny Jones
In another hit to domestic shoppers, Claire’s Accessories is closing down en masse across the UK and Ireland after entering into administration once again.
Falling into an unfortunate financial status for the second time in less than a year, Claire’s will be shutting down all of their standalone stores across Britain, along with their IE branches.
A total of 154 stores will soon disappear, with more than a thousand people set to be put out of work.
Once a mainstay of British high streets up and down the country, the accessory shop known for all things jewellery, piercings and more has ceased trading effective immediately.
Announced at the start of the week and the end of the first full month of Q2, it was confirmed that Claire’s closed their final locations on Monday, 27 April.
With administrators, Kroll, appointed to wrap up business proceedings, an estimated 1,300 English, Irish, Scottish and Welsh workers have now lost their jobs.
Founded way back in 1961 over in the United States, Claire’s has operated across the Atlantic for more than three decades.
However, with various other contemporaries and cheaper online options having appeared over the years, they’ve struggled not just to remain profitable but to compete full stop.
They most recently filed for bankruptcy in the US this past August (2025), with their Belgian, Spanish, and Dutch divisions having already called it quits.
Manchester location(s) have changed a lot over time, but now they’re on the way out (Credit: Arndale)
For many, the outcome isn’t all that surprising, but it will nevertheless be a sad loss for many who have seen multiple generations visit these venues over the years.
Georgina Pellant -
24th November 2021 
