Guides · Updated 2026-09-16 · 5 min read
How to stop no-shows at your salon
A no-show is an hour you cannot sell twice. For a stylist on £45 an appointment, two no-shows a week is over £4,000 a year. The fixes below are mostly settings, not extra work, and together they usually halve the problem.
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Start your free trial1. Send two reminders, not one
An email 48 hours before and an SMS 24 hours before catches both the planner and the forgetter. SMS is read within minutes; email is where people find the address and parking note.
2. Ask for a confirmation
A reminder that says "reply YES to confirm" or has a confirm button turns a passive message into a small commitment. Unconfirmed appointments the morning of the day are your early warning to fill the slot.
3. Make rescheduling one tap
Clients who cannot make it will move the appointment if it is easy and ghost you if it is not. Put a reschedule link in every reminder.
4. Take a deposit on the right appointments
You do not need deposits on every booking. Use them for first-time clients, appointments over an hour, colour and treatments, and Friday and Saturday peak slots. A £10 to £20 deposit removes most casual no-shows.
5. Write a cancellation policy people can read in ten seconds
"Free to cancel or move up to 24 hours before. Later than that, the deposit is kept." Show it on the booking page and in the confirmation. Clear beats strict.
6. Keep a waiting list
When someone cancels, a waiting list lets you fill the slot with one message instead of losing the hour.
7. Track who does it
Note repeat offenders in their client record. After the second no-show, that client books with a deposit or a card on file. Most salons find a handful of people cause most of the problem.
What this looks like in BookBook
- Automatic email and SMS reminders at the times you choose.
- Confirm and reschedule links in every reminder.
- Deposits and card-on-file per service or per client.
- Cancellation policy shown at booking and in confirmations.
- Client history with no-show notes.
Frequently asked questions
Is it legal to keep a deposit for a no-show in the UK?
Yes, if the client agreed to a clear cancellation policy when booking and the amount is reasonable. Show the policy before payment and repeat it in the confirmation.
How far in advance should reminders go?
Two is the sweet spot: 48 hours by email and 24 hours by SMS. Sending more than that starts to annoy people.