Overview
Zenchef has been made aware of the existence of online platforms presenting themselves as conciergeries that facilitate restaurant reservations, including those using Zenchef. The legality of these platforms' practices is questionable, and they often operate without the consent of the restaurants they feature. These platforms not only display unauthorized information but also charge unsuspecting guests unnecessary fees, leading to confusion and frustration.
It is important to clarify that Zenchef is not affiliated with, nor does it have control over, these third-party websites or their operations. However, we understand the concerns this situation raises for both restaurant owners and guests, and we would like to offer guidance on how to protect your business and address this issue.
How These Platforms Operate
- Unauthorized Listings: Some of these services advertise online, often appearing at the top of search results or as sponsored ads when users search for specific restaurants. These listings are frequently published without the restaurant's knowledge or permission.
- Misleading Guest Experience: When guests attempt to make reservations through these platforms, they may be unaware that they are subscribing to a concierge service, often requiring them to provide their banking details. In some cases, guests are subsequently charged for these services without fully understanding the terms.
- Deceptive Reservation Handling: These platforms may complete reservations by using the restaurant’s own booking system. For example, if a restaurant uses Zenchef's reservation widget, the third-party service may re-enter the guest’s details into the restaurant’s system, giving the false impression that the reservation was made directly through the restaurant. Zenchef will then process the booking as usual, including sending confirmation emails, even though the guest was charged unnecessary fees by the third party.
What Can Restaurants Do?
These third-party platforms are neither clients nor partners of Zenchef, and Zenchef is not responsible for their actions or the services they offer. We are committed to protecting the integrity of our restaurant clients and their guests, and we encourage any restaurant experiencing issues with unauthorized listings to take the following steps:
Identify Unauthorized Listings: Regularly search for your restaurant’s name on various search engines, and look for websites using similar-sounding domains or offering reservation services without your permission.
Contact the Platform: Once you’ve identified an unauthorized listing, send a formal request to remove your restaurant from their platform immediately. Below is a standard template provided for informational purposes, and it is the responsibility of the Restaurant to adapt it to its situation and, if necessary, have it validated by their usual advisor.:
Subject: Formal Request for Immediate Removal of Unauthorized Listing of Our Restaurant
Dear Sir/Madam,
I am the owner of [Restaurant Name] - [Restaurant Website], and I have noticed that my establishment is listed on your platform without my prior consent or agreement. I have never authorized the use of my restaurant's name, information, or details to appear on your site or affiliated platforms.
This serves as a formal notice demanding the immediate removal of all information related to my restaurant from your platform as well as all associated platforms under your management or control. I kindly request that you confirm this removal within 48 hours of receiving this message.
Please understand that if my request is not addressed promptly, I will be compelled to take further measures to protect my rights and ensure that my restaurant’s information is not used without my authorization.
Thank you for your immediate attention to this matter, and I await your confirmation of the removal.
Sincerely, [Your Full Name] Owner, [Restaurant Name] [Contact Information]
Notify Your Guests: Be proactive by informing your customers about the situation. Make it clear that you strongly recommend to use your official channels. You can also post this information on your social medias.
Report to Search Engines: Report the fraudulent site to search engines (such as Google) or ad platforms for violating policies on impersonation and misleading practices. This can help reduce their visibility.
Legal Action: If necessary, consult a lawyer to explore further legal options against these platforms. In some cases, formal legal action may be required to protect your business and reputation.
Why Zenchef’s Responsibility is Limited
At Zenchef, we provide restaurants with booking tools and services to manage reservations directly through their own channels. However, we have no control over third-party websites that list restaurants without permission or those that charge illegitimate fees to guests. As theses websites appear to be legal and mentioning their fees, our role is limited to providing you with guidelines to navigate this situation
We understand how frustrating this situation can be, but it is important to follow the above steps to ensure your restaurant's information is removed from fraudulent platforms. We are always here to support you, but these issues must be addressed directly with the websites in question.