Starbucks has announced the end of its open-door policy, which had allowed anyone to use its restrooms or linger in its cafes without making a purchase, CNN reports.
The decision is part of broader efforts to enhance the customer and employee experience, a move that comes amid efforts to boost sagging sales and address operational challenges.
The revised policy introduces a new code of conduct, now displayed at Starbucks locations across North America, emphasizing the prioritization of paying customers.
“By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone,” a Starbucks spokesperson explained.
The rules include bans on panhandling, discrimination, consuming outside alcohol, and vaping.
The open-door policy was implemented in 2018 following a public relations crisis when two Black men were arrested at a Philadelphia Starbucks while waiting for a friend. The incident, which involved a denial of restroom access, spurred widespread criticism and prompted the company to make its spaces accessible to everyone, regardless of purchase.
However, the policy has posed challenges. Starbucks has reported that the unrestricted access led to issues such as overcrowding, safety concerns, and increased strain on employees. Former CEO Howard Schultz highlighted these difficulties in 2022, citing mental health crises and safety risks as reasons the policy might not be sustainable. That year, several Starbucks locations in urban centers were closed due to safety concerns.
To balance accessibility with operational needs, Starbucks is introducing measures to improve the in-store experience. Starting January 27, all customers can enjoy one free hot or iced coffee refill when served in ceramic mugs or reusable glasses, an incentive previously reserved for members of the company’s loyalty program. This initiative aims to encourage customers to spend more time inside the cafes while reducing reliance on to-go orders.
Employees will also undergo training on the new policy to ensure its smooth implementation and address any concerns.
Starbucks’ decision highlights a larger issue in the United States: the lack of public restrooms. With limited public infrastructure, private businesses like Starbucks and McDonald’s have inadvertently become providers of such facilities. While this has helped attract potential customers and cement Starbucks as a “third place” between home and work, it has also exposed the company to operational challenges.
Bryant Simon, a historian and author studying Starbucks and public restrooms, remarked:
“This is another example of the complications caused by the lack of public bathrooms in the US, and of Starbucks shifting its tune — benefitting at times from the lack of public infrastructure and being hurt by the same things.”
