When Did Making Reservations Get So Annoying?

Many diners now find making a restaurant reservation more complicated than ever, with multiple platforms, app downloads, and inconsistent availability. This shift is driven by a wave of platform migrations and industry competition, impacting user experience and restaurant operations.

Recent reports from food writers and industry sources describe how reservation systems like Resy, OpenTable, SevenRooms, and others are fragmenting, forcing users to navigate several apps and websites. For example, some restaurants have moved from Resy to DoorDash Reservations or Google Reserve, complicating the process for consumers. This trend has intensified as companies like DoorDash, Amex, and TheFork acquire or integrate reservation platforms, expanding the number of options but also increasing complexity.

In New York City, diners report difficulty finding available tables at popular spots like Bong and Wild Cherry, as these venues are often booked well in advance or only appear on certain platforms. The proliferation of reservations apps, combined with targeted exclusives tied to specific credit cards, has led to a perception that making reservations is now a frustrating, multi-step process rather than a straightforward task.

Industry insiders note that this fragmentation stems from fierce competition among reservation platforms, each vying for market share through incentives and exclusive partnerships. While some argue this benefits restaurants by offering more choices, many consumers feel overwhelmed by the need to track multiple apps and platforms, diminishing the seamless experience once associated with online reservations.

Impact of Reservation Platform Fragmentation on Diners

This shift affects consumers by making it harder to easily book tables at desired restaurants, especially in high-demand markets like New York City. It also complicates the user experience, leading to frustration and reliance on Google searches or social media to find available reservations. For restaurants, increased platform competition can offer more marketing channels but also adds complexity in managing bookings across multiple systems, potentially leading to lost reservations or customer dissatisfaction.

Industry Changes Driving Reservation System Confusion

Over the past two years, the restaurant reservation landscape has shifted significantly. Major platforms like Resy, OpenTable, and Tock have expanded or been acquired by larger companies such as Amex and DoorDash, leading to a proliferation of options. Restaurants are increasingly moving between platforms to maximize visibility and revenue, especially as new entrants like DoorDash Reservations and the integration of European platforms like TheFork emerge. This has contributed to the current state where consumers face multiple apps and inconsistent availability.

In late 2024, industry insiders noted a wave of restaurants switching from one platform to another, driven by financial incentives and technological upgrades. The result is a fragmented reservation ecosystem that complicates the booking process for diners and adds operational complexity for restaurants.

“It’s like every restaurant is ping-ponging around ever more platforms as companies try to get in on the reservations game.”

— food writer

Unclear Future of Reservation Platform Consolidation

It remains unclear whether the current fragmentation will lead to a consolidation of reservation platforms or if the industry will continue to diversify. While some experts suggest a move toward fewer, more integrated systems, others believe the competitive landscape will sustain multiple overlapping platforms. The long-term impact on consumer experience and restaurant operations is still evolving.

Potential Industry Movements and Consumer Adaptation

Industry observers expect ongoing platform acquisitions and integrations, possibly leading to some consolidation. Meanwhile, consumers may adapt by using third-party tools or social media to track reservations. Restaurants will likely continue to navigate multiple platforms, balancing visibility with operational complexity. The industry’s future will depend on how platforms evolve and whether consumers demand simpler booking experiences.

Key Questions

Why are reservation platforms so fragmented now?

The fragmentation results from fierce competition among platforms like Resy, OpenTable, SevenRooms, and newer entrants like DoorDash Reservations. Restaurants and reservation providers seek to maximize revenue and visibility, leading to multiple platform migrations and partnerships.

How does this complexity affect diners?

It makes finding and booking reservations more time-consuming and confusing, often requiring multiple app downloads and cross-referencing. This can lead to frustration and a feeling that making a reservation is no longer a simple process.

Are restaurants benefiting from this platform chaos?

Some do, as they gain access to different customer bases and marketing channels. However, managing multiple reservation systems can increase operational complexity and risk of double bookings or lost reservations.

Will this fragmentation continue or get better?

It’s uncertain. Some industry insiders predict consolidation, while others believe the competitive landscape will sustain multiple overlapping platforms. The evolution will depend on industry trends and consumer demand for simplicity.

Source: Eater