FAQ

Current COVID-19 status:
For this dining promotion we are keeping a close eye on the status regarding the outbreak of COVID across multiple cities in China. Of course, we must keep the safety of the guests as the first priority hence we have a number of points below regarding this edition of Restaurant Week.

General introduction:
Please at all times follow the government recommendations and instructions regarding dining out. Please wear a facemask when travelling to and from the restaurant, please use hand sanitizer and show your Health Code when requested to ensure a safe dining experience.

Nanjing:
As there are currently a lot of active cases in Nanjing and the city has been marked as a high-risk city at the start of the event, it is best for both guests and restaurants if Nanjing does not join the current edition of the Restaurant Week.

Our apologies to all the foodies in Nanjing that we can’t offer them the Restaurant Week right now. We hope to welcome all originally subscribed restaurants in Nanjing to be able to join the Winners Edition in September, but this will depend on the recovery of the city at that time.

Other cities with current active cases:
There are at the time of launch some districts or neighborhoods in some cities (Chengdu, Changsha, Wuhan, Xiamen) that are marked as medium risk and the city has a raised risk profile. The restaurants should follow all government instructions regarding COVID control as a first priority. As long as the restaurant you would like to visit is not in the specifically listed risk areas and is shown as available and you would like to book, the restaurants joining will be happy to offer you the Restaurant Week menu. If the situation changes the restaurant or the Restaurant Week team will contact you to inform you of any change in status of your reservation.

Restaurant Occupancy / Restrictions:
In case a city or region announces seating capacity restrictions (max number of guests at the same time or max number of guests dining together), it may be that your reservation may need to be delayed or adjusted if such restrictions are announced. The restaurant or the Restaurant Week team will contact you in that case and help you change or cancel your booking.

Deposits:
If the restaurant you booked has a deposit policy and you paid your deposit and there is an outbreak and therefore you wish to cancel your booking, this is a valid reason to refund your deposit and the Restaurant Week team will help you arrange this accordingly.

No-Shows:
If the reason for your No-Show was related to the COVID outbreak please inform us and we will revert your No-Show for you.

 

About the reservation

How to get the early access?

Sign up and become a DiningCity member and you’ll be notified of your priority booking. You can follow our WeChat Official Account (ID: DiningCityservice) or login to our official website to check the pre-booking date. Add our assistant and join our foodie group to gain more benefits.

How to make a reservation?

Reserve on the official platform -> arrive on time and show your QR code or message to the restaurant -> enjoy dining -> write a review and share your experience

You can book the restaurant on the official website, DiningCity APP and DiningCity WeChat mini-program. After the reservation is successful, you will receive a confirmation message and mail. Since the reservation is confirmed in real time, you do not need to double-check with the restaurant. You need to inform the restaurant if you have special requirements. You only need to show the reservation code when dining at the restaurant.

Note: Please book through the official pages of event. Check if the reservation information has the event name. Such as 'Restaurant Week'. If not, it would be a general reservation that is not able to enjoy the event menu.

How to fill in the number of people booked?

The number of people booked is the number of people who attend the dining and order the event menu. If children are involved, please refer to "How to make a reservation if I bring children?"

If more people than reserved join the dinner they are not eligible for the event menu and may need to wait for the extra seats, as the attended number is more than the booked number. When you need to change the number of people, please modify your booking at least 1 hour in advance (for some restaurants this time will be longer and will be noted in the reservation)

If the attended people is less than the booked people, there would have a partial no-show notification on your reservation page. This is not a particularly big issue but please adjust your booking size to match the number of guests arriving as to allow as many other people as possible to also enjoy the event menus.

How to make a reservation if I bring children?

If your child shares an adult's meal, the number of people filled in the reservation can be the number of adults, and then writes in the remarks. For example, you can write “there are two adults and a 2-year-old child, and the child share the menu with the adults. Please prepare a child seat”. If there are more than one child, it would be better to communicate with the restaurant in advance to arrange an appropriate seat.

Note: If the restaurant is a cafeteria, we recommended you to communicate with the restaurant in advance. 

Are the comments I make in the reservation taken into account by restaurant?

If you are a vegetarian or cannot eat a certain food, please explain in the comment. The restaurant will arrange the menu accordingly. It is also recommended to explain your request to the restaurant upon arriving. The restaurant has the right to refuse the guest's request to replace a dish in the event menu for a specified dish due to their dietary preference. We recommend you connect with the restaurant to know about their alternative plan and advance your requests to the restaurant during the order.

As to the special requirements of the guests, such as a window seat, etc., the restaurant usually will arrange according to the actual situation. There will be occasions when special requirements can’t be met, and if you have special requirements, you need to tell the restaurants in advance.

Will the restaurant charge other fees besides the event set menu?

Event bookings only include the event set menu and do not include additional drinks and service fees. Please refers to the menu published on the official platform, and the specifics are subject to the restaurant. If you order other things outside the set menu, please refer to the restaurant. Some restaurants will charge service fees or other taxes. Please refer to the detailed event menu.

Does the set menu include drinks?

Please refer to the detailed event menu. The price of the set menu usually does not include drinks and wine, but some restaurants offer alcohol or other special drinks at discounted prices.

Why are some of the restaurants fully booked in a short time?

Sometimes the restaurant is fully booked within a few minutes because these restaurants are really popular and have a good reputation after continued participation in the event. We suggest choosing your favorite restaurants and open the reservation immediately upon start of your booking period. Of course, there are times when guests may cancel at the last minute and you can still grab the opportunity to book the restaurant. If you don't find the restaurant in the participating restaurant list of the event, the restaurant may be offline for modification and will go online after getting ready.

Why some timeslots cannot be selected to book?

This means that the restaurant has already been fully booked at that time, or the restaurant has no open reservations due to private events and breaks. Please choose another time to book. If the timeslots you want to book is full, you can check it time by time. Some guests may cancel the reservation.

Why some restaurants only accept bookings with multiple people?

Some restaurants (especially some Chinese restaurants) are only willing to accept bookings for multiples of two due to their seating plan or their menu design as they have a shared menu. This is specific to their requirements. You can check other restaurants that may be available for any number of seatings.

Must I only order the dishes from the set menu?

Since your reservation is for an event set, it is recommended to choose the set menu during the dining, and choose the dishes from the set menu. You can also order other dishes outside of the event menu however those of course are part of the promotional pricing of the event menu.

Note: if some dishes are not available due to season or other unavoidable factors, the restaurant will replace them with equivalent dishes. Please consult with the restaurant for details.

Can I order anything else or choose other menus after arriving at the restaurant?

If you prefer to choose other dishes or menus more than the event menu in the restaurant, you will not enjoy the price for the event menu. At the same time, if the per person consumption of the meal is less than the per person price of the event menu, the reservation may be marked as a no-show or partial no-show. If willing please share the reason why you choose other menus, which is helpful for our further improvement of the event menu.

If your reservation requires a deposit, the deposit will not be refunded. Please make your choice after verifying with the restaurant.

Note: Some activities may need to meet certain conditions. If the user requests to enjoy the event menu with the general reservation of DiningCity, the restaurant will recommend the user to use the event website and book the event menu. If the reserved seats are full, the user will not be able to enjoy event menu.

Why can't I receive a text message after booking?

If you don't receive a confirmation message and want to check whether the reservation is successful, you can login and check your reservation information through the official website of Restaurant Week, DiningCity APP or WeChat mini program.

To make sure that you can receive the text message successfully, we recommend you leave the correct phone number, thus they can get in touch with you in time in case unexpected situations occur.
The possible reasons for not receiving the text message are as follows:
1 Please check the phone number and country code you leave are correct.
2 Messages may be delayed, please try again later.
2 If you have unsubscribed some text messages before, it may affect you receiving the message. 
3 If you have complained to some message service providers before, such as China Mobile, this may prevent you from receiving the reservation confirmation message. This requires you to communicate with your service provider.
4 Maybe you are on the platform’s blacklist, you can tell your phone number and we can try to apply for unlocking, but we cannot guarantee to unlock it successfully.
5 Try to book again. If you are told that you have already made a reservation, it means you have already booked the lunch or dinner at the date. Because the lunch or dinner on the same day cannot be booked twice, you can call the restaurant to check the dining time. If you have made a reservation, please keep a screenshot of your booking confirmation.
6 It is recommended that the screenshot should be the page after the successful reservation in case problems occur.

Why can't I receive an email after booking?

If you didn't receive the reservation confirmation email and want to check whether the reservation is successful, you can login and check your reservation information through the official website of event, DiningCity APP or WeChat mini program.

Reservation information can be checked in the email, and cancelation can also be made in the email.
The possible reasons for not receiving an email are as follows:
1 There may be a delay in the mail being received or being sent, please check later.
2 The mail may be recognized as a spam by the system, you can try to find it in your spam folder.
3 Your mailbox is at a high security level and mails cannot be sent to your mailbox.
4 Try to book again. If you are told that you have already made a reservation, it means you have already booked the lunch or dinner at the date. Because the lunch or dinner on the same day cannot be booked twice, you can call the restaurant to check the dining time. If you have made a reservation, please keep a screenshot of your booking confirmation.
5 It is recommended that the screenshot should be the page after the successful reservation in case problems occur.

How to solve it if there is no response/error on the page after clicking the "search" button?

If you are using a web page, this problem maybe because of the IE browser version. Due to the browser level required for the security maintenance of this website, we are deeply sorry that we are unable to support lower version browsers. We recommend that you upgrade your browser to IE8 or higher as soon as possible.

In addition, you can also choose to use other browsers. We officially support the following browsers:

  • • Google Chrome
  • • Safari

If you still have problems after using the above browsers, please update the browser to the latest version, and check your security settings: - set up Java (script) and the storage of the web page information correctly.

If you are using DiningCity APP or WeChat mini-program, please update to the latest version. (For Wechat, to update please entirely close the WeChat app and restart WeChat and navigate back to the mini-program)

If you are willing please send your error feedback, suggestions, or comments by email (info@diningcity.asia.), your feedback is appreciated and can help us to improve the system. Thank you very much!

Must I register a DiningCity account to order?

Yes. Before booking, the page will jump to www.diningcity.cn and ask you to register your account. You only need to register according to the system prompts. Diningcity.cn is the organizer of event. After becoming a member, you can log in to the website of event, browse the restaurant, change or cancel your reservation, and enjoy the benefits such as pre-booking. In case of unsuccessful registration, please click "click here" on the registration page. We will contact you later to verify the information and create an account for you.

About reservation management

How to cancel/modify a reservation?

You can cancel/modify the order online without contacting the restaurant. Cancel/modify your order on the event website, app, or WeChat mini-program. You can log in to your accounts to 1) check 2) cancel 3) modify your reservations online (and only online). If the modification is unsuccessful, it may be the seat is full or insufficient on the booking date.

Cancelation and modification through phone, email, or contact with the restaurants are invalid. The cancellation/modification needs to be made at least one hour before the reservation, otherwise, the reservation will be marked as no-show by the restaurant.

Note: Some restaurants may have special requirements on the cancellation/modification time. One hour before the meal is applicable to most restaurants. Please refer to the restaurant you booked for details.

A reservation with a deposit can only be canceled and cannot be modified. If you need to modify it, please make a new reservation after a cancellation (you can complete the cancellation operation under the deposit description and refund policy of the reservation). If there is a shortage of reserved seats, it may happen that the seats released cannot be reserved because they are reserved by others.

Why can't I cancel/modify the reservation when it is approaching the dining time?

If there are seats remaining in the restaurant during the event, you can make a reservation even when it is approaching the meal dining time., But the cancellation/modification needs to be made at least one hour before the meal dining, however some premium priced (mostly Japanese) restaurants may have a deposit policy. (This will be stated at the top of the menu with what the policy is and how they will contact you regarding the deposit), due to them buying ingredients daily based on reservation numbers.

Note: Some restaurants may have special requirements on the cancellation/modification time. One hour before the meal is applicable to most restaurants. Please refer to the restaurant you ordered for details.

Can I make a reservation or cancel/modify a reservation by phone?

You can log in to your accounts to 1) check 2) cancel 3) modify your reservations online (and only online) and do not need to contact the restaurant. For details, please refer to "How to Make A Reservation" and "How to Cancel/Modify Reservations". Contact the restaurant to cancel/modify, and may be marked as no-show by the restaurant.

Why is my reservation marked as partial no-show?

If the number of people dining at the restaurant is less than the number of people booked, the reservation will be marked by the restaurant as partial no-show. There are generally three situations:

1. A child shares the meals with adults. Next time you can write in the comment if you bring a child. Please refer to "How to Make A Reservation If I Bring Children?"

2. The number of people dining at the restaurant is the same as the number of people booked, but some of them do not order an event menu or the price of separate order is less than the price of the event menu.

3. The number of people dining at the restaurant is the same as the number of people booked, but the number of event set menus is less than the number of people booked, and the price of separate order is less than the price of the event menu.

Note: If none of the above situations occurred, please send an email to info@diningcity.asia with a payment receipt and we will communicate with the restaurant to change your partial no-show status.

If your reservation requires a deposit, the deposit submitted by the number of people who did not attend will not be deducted from the food bill, which means that the meal fee is only calculated by the number of people who actually attended.

Why is my reservation marked as no-show?

If you are entirely unable to attend due to any reason and have not canceled or modify your reservation in time, you will be marked as 'no-show' by the restaurant. We recommend that if you cannot attend on time, please modify or cancel your reservation at least one hour before dining.

If you are mistakenly marked as 'no-show', please click the appeal button in the email, provide a payment receipt and other useful information. We will communicate with the restaurant to change your no-show status.

Note: Some restaurants have special requests to cancel/modify time. Cancel/ modify 1 hour before the reservation is acceptable to most restaurants. Please refer to the restaurants you ordered and check their requirements.

Why do you need to wait at the restaurant after you have made a reservation?

If you choose the dining time and a corresponding number of people and complete the reservation when you book, there may be the following situations:

1 If you arrive early or late without contacting the merchant in advance, the restaurant may have to wait for a seat depending on the dining situation of the customers in the restaurant.

2 When you arrive at the restaurant on time, you may still need to wait. Please coordinate with the restaurant. It may because the reservation time is close to the dining time and the reservation information is not found that quickly. The restaurant should actively solve the seating problem. Users can also choose other restaurants, and it will not affect other reservations in the future. You can contact DiningCity to make a cancellation. If there is a payment amount, the paid fee will be refunded through negotiation. For specific refund requirements, please see "How to refund after successful cancellation?".

If you book with a coupon, you need to show it to the restaurant during lining up to enjoy the coupon-related event.

What should I do if the restaurant says they didn’t receive my reservation?

If you arrive at the restaurant and be told that they have not received the reservation, you can show your reservation code to the restaurant. Especially when your booking is approaching the dinner time, the restaurant may not have checked the reservation information and the latest booking information in time. If they insist they cannot find the booking you can always contact DiningCity and we will follow up with the restaurant to see what happened.

If the restaurant refuses to provide the contents of the reservation after the reservation is successful?

The online real-time reservation service provided by DiningCity, if you have booked successfully (followed all the reminders and completed all the reservation process including the deposit and payment), then it can be divided into the following situations:

1 The restaurant cannot find the reservation information: it may be because it is busy in the restaurant and they have not checked the reservation system in time. Please inform that it is a reservation from DiningCity and show your reservation code.

2 The restaurant cannot honor the reservation due to force majeure: We recommend you talk with the restaurant first. DiningCity will help you contact the restaurant to deal with related issues as appropriate, but it doesn't mean that we are responsible for the restaurant or assumed responsibility.

3 Due to the changes in objective conditions such as page information display errors, system failures, shortage of ingredients, etc, the restaurant may need to change their content and cannot provide the reservation record: the restaurant should contact the user as soon as the problem occurs. If the user cannot be contacted and the user is already there for dinner, the restaurant should try its best to coordinate and deal with it. If the negotiation fails, DiningCity will help you contact the restaurant to deal with related issues as appropriate, but it doesn't mean that we are responsible for the restaurant or assumed responsibility. Users can also choose other restaurants, and it will not affect other reservations in the future. They can contact DiningCity to make a cancelation. If there is a payment amount, the paid fee will be refunded through negotiation. For specific refund requirements, please see "How to refund after successful cancellation?". (The shortage of ingredients does not mean that some dishes cannot be provided due to seasonal issues or other force majeures, and the restaurant replaces them with equivalent dishes. Please negotiated with the restaurant if they are replaced. )

Why does the restaurant say the set menu is not available when I arrive early?

If the restaurant has a seat at that time, they will arrange a seat. Please refer to the restaurant and check is that available to enjoy the event price. We recommend you go to the restaurant at the reserved time. Please show your reservation code to the restaurant.

Note: Please book through the official pages of event. Check if the reservation information has the event name, such as 'Restaurant Week'. If not, it would be a general reservation that is not available enjoy the price for the event menu.

What do I need to do if I can’t be on time?

Please dine at the restaurant on time. In the event of an emergency, forcing you to be late, please contact the restaurant in time in case there is no seat when you arrive, or miss the reserved time, or the time to enjoy the event set menu has ended.

Is there a dressing code?

Most restaurants do not have a dress code, but some high-end restaurants may have. For special dress code, it will be mentioned in the menu or on the restaurant event page.

About deposit payment

Why do some reservations require a deposit payment?

A small number of high-quality restaurants need to prepare ingredients in advance and have reserve limited seats, a deposit is required to receive reservations. 

There is two ways to pay the deposit:

  •  Pay during the reservation process, and the deposit will be deducted when you go to the restaurant for settlement (total food bill amount - actual showed people's total deposit). Please carefully check the cancellation and deposit refund policy when booking.
  •  The restaurant will contact you or you need to pay as the according to the insturctions shown in the menu description.

How to complete the booking with deposit?

You can view the deposit notice and refund policy in the menu, select the number and type of menus to view the amount to be paid, and pay in an appropriate way. If the deposit is not paid within 15 minutes, the reservation will be automatically cancelled.

Available platforms: iOS, Android, WeChat, and Web 

Payment methods available: 

  •  iOS: WeChat, Alipay 
  •  Android: WeChat, Alipay 
  •  WeChat mini-program: WeChat 
  •  Web: WeChat, Alipay 

UnionPay may be supported in the future.     

              

How to cancel reservations with deposit requirements?

Log in to your account to find the reservation and click the "Cancel" button to complete the cancellation. If the deposit is paid during the reservation, it will be returned to the original payment source after successful cancellation. If the deposit is paid by contacting the restaurant and collected by the restaurant, please contact the restaurant on time.

Note: Cancellation needs to satisfy the policy to cancel the reservation only if the refund policy is met. Please check the deposit notice and cancellation & deposit refund policy when you make a reservation. Each restaurant has a different deposit refund policy. Please refer to the reservation page of the restaurant you have reserved. Reservations can be cancelled by guests within the specified time. The deposit will be automatically refunded. It cannot be cancelled after the deadline. The deposit is not refundable and will be charged by the restaurant.

How to refund the deposit?

If the reservation is cancelled successfully according to the cancellation policy, the money will be returned in the original way no later than 3-7 working days. You can click the reservation to check the refund status. (Some refund methods may be instantly) If it exceeds the time, please contact us in time. Those cancellations that do not meet the requirements of the refund policy will not be returned. Please be sure to check the cancellation & deposit refund policy carefully before booking.  

The refund is only for the deposit paid by the user through the official channels of DiningCity(APP, WeChat Mini Program, and official website). It does not include the situation where the restaurant individually contacts you for payment (please consult with the restaurant for this situation). A refund also means the cancellation of the reservation.

In any of the following situations, you have the right to request a refund:

  •  Meet the refund requirements in the reservation conditions.
  •  Due to force majeure or restaurant’s reasons, the restaurant cannot provide the user with the reserved menu, which is true after verification by DiningCity; It is true that the restaurant needs to change the content of the reservation due to changes in objective conditions, incorrect display of information on the page, system failure, shortage of ingredients or other special reasons, and the user does not accept the changed menu or service.
  •  The refund will be returned the same way within 7 work days. You can click on the reservation to check the refund status. If it exceeds the time, please contact us in time. Those that do not meet the requirements of the refund rules will not be returned. Please be sure to check the relevant instructions of the reservation carefully before making a reservation.
  •  If you request a refund from the restaurant after actually using/consuming the menu, the restaurant has the right to refuse your refund request in principle, unless the restaurant has serious quality problems when providing you with menu / services.

Is it safe to be contacted by the restaurant separately and asked for a deposit?

You can check the deposit policy in the menu, it will show clearly about the terms and conditions of the deposit. It is recommended that you take the initiative to contact the restaurant for payment so that the reservation can take effect as soon as possible.

Will the deposit be deducted from the food bill?

If the deposit is paid through online booking, the paid deposit will be deducted when the final food bill is settled at the restaurant.

If the payment has been deducted already, but the order still shows that it has not been paid successfully, what should I do? 

This problem may be caused by that the data of bank / Alipay / WeChat are not immediately transmitted to our platform. Please don't worry about it and refresh the page later. If you still show "no payment" after half an hour, please check the payment records of bank / Alipay / WeChat first, get the transaction number of your deduction, then call our customer service hotline: 021-31076100/4000165810 or send an email to info@diningcity.asia, we will follow up on time. 

How long does the refund take?

If the reservation is cancelled successfully according to the cancellation policy, the money will be returned in the original way within 7 working days. (This may be shorter, varying from almost instantly to within a few days depending on payment method chosen). You can click the reservation to check the refund status. If it exceeds the time, please contact us in time. Those that do not meet the requirements of the refund policy will not be returned. Please be sure to check the cancellation & deposit refund policy carefully before booking. 

Why can't I apply for a refund of the deposit? 

Reasons for unsuccessful refund may be as follows: 

Does not meet the deposit refund policy for the booking.

If the cancellation time meets the requirements and is caused by the system, please contact us and the restaurant within the cancelable time to return the deposit in time. 

Note: If your reservation requires a deposit, the deposit submitted by the number of people who did not attend will not be deducted from the food bill.

How to manage my reservation that has a deposit?

The booking will appear in the My bookings section of the app with the “Amount paid” showing on the detail page. Can tap on Cancel (if within the time limit) to cancel the booking and lead to the refund process:  

      

After successful Cancel & Refund, user can tap on “Details” button to view more information about the refund:

About others

How to communicate about issues with food or service?

DiningCity welcomes your feedback about your dining experience. If you find there have anything lacking in the courses or service, please connect to the restaurant on site. DiningCity is grateful for the constructive comments and opinions of the restaurant, and we will convey restaurant to help them improve their quality and service. For very serious incidents or issues please do reach out to us if your failed to reach a solution with the restaurant and we will do our best to mediate a solution on your behalf.

Who organizes the Restaurant Week?

Restaurant Week is held by DiningCity (www.diningcity.cn), an international online restaurant guide, and presented together with American Express

What events does DiningCity have except the Restaurant Week?

DiningCity organizes a variety of events which may be annually returning or one-off. Among others we organize(d) the Elite Dining Week, Brunch Weekend, Meatloveers, Seafood Week, Taste of Spring and Summer Joy. The Restaurant week has merged with the Elite Dining Week to add new price categories to the Restaurant Week. You can also find restaurants recommendations, Time based discounts and your favorite restaurants through DiningCity platform outside of the dining events. Please register as our member and follow our WeChat account!

What is DiningCity?

Diningcity.cn is a famous online dining guide. Founded in Amsterdam in 1998, it has operations in more than 30 cities around the world covering the Netherlands, Belgium, Austria, South Africa, Singapore and more. In Greater China we provide reservation services in China, Hong Kong and Macau.

Where can I download the DiningCity APP?

iOS: Search DiningCity in the APP STORE

Android: Search “DiningCity” in the Android Market

Search Diningcity on WeChat mini program and make a reservation. But for the new user, we recommend registering on DiningCity APP or website.

What's the Fair Use Policy?

DiningCity's reservation service and events are designed to make dining out and trying more restaurants easier. However reservations made on the platform should be considered fair and reasonable in quantity and time. Users found to make many reservations for the same restaurant in consecutive days, very many reservations within a very short period of dining, or other types of booking behavior that makes it highly improbable that the reservations will be actually completed are considered to be "seat squatting" meaning they are occupying seats and thereby blocking seats to be able to booked by other users. This type of behavior through DiningCity's services is considered against fair use and will result in accounts being blocked and reservations made being cancelled. Users will be issued a warning via phone and / or SMS before being blocked.

DiningCity holds the final right to interpretation, explanation, and implementation of these policies. Policies are subject to change without prior notification.