Restaurant reservations have become a frustrating maze of competing platforms, and Resy stands at the center of the chaos. What once took a single phone call now demands navigating software interfaces, membership tiers, and algorithmic seat availability that feels designed to confuse rather than help diners.
The Resy platform dominates urban dining reservations across North America, controlling access to thousands of restaurants from casual bistros to Michelin-starred establishments. Yet its interface frustrates even experienced users. The system works smoothly only when diners know exactly what they want, where they want it, and when they want to eat. Everything else becomes tedious. Searching for restaurants, comparing availability, and actually booking requires clicking through multiple screens.
The real problem runs deeper than user experience design. Resy functions as a gatekeeper between restaurants and customers, extracting data and commission fees while controlling the entire transaction. Restaurants depend on the platform to fill seats, particularly for harder-to-book time slots and less popular venues. This creates an asymmetrical power dynamic where diners lose agency.
The reservation landscape fragmented further when other platforms entered the market. Some restaurants use Toast, others employ OpenTable or their own booking systems. This fragmentation means diners often cannot see the complete picture of availability across their preferred restaurants. They must visit multiple sites or contact venues directly. The convenience promised by digital reservation systems has evaporated into friction.
Independent restaurants increasingly resent paying Resy's commission while watching the platform profit from their inventory. Larger restaurant groups possess negotiating power Resy respects, but smaller establishments get squeezed. Meanwhile, diners face a system optimized for Resy's business model rather than their dining experience.
The reservation problem reflects a broader trend in hospitality technology. Platforms consolidate power and data while obscuring their fees and business practices. What began as a tool to