The 3 Myths About Mobile Ordering in Hospitality

Mobile ordering has gone from "an interesting idea" to "everywhere" in a very short space of time.

QR codes on tables.

Order-from-your-phone systems.

Pay without waiting for the bill.

And yet, despite how common it’s become, mobile ordering is still widely misunderstood.

We hear strong opinions about it all the time, from operators who love it, and from those who are convinced it damages hospitality.

As with most technology in this space, the truth sits somewhere in the middle.

So let’s break down the three biggest myths about mobile ordering in hospitality, and talk honestly about what actually happens in real venues.

Myth 1: "Mobile Ordering Kills Hospitality"

This is the biggest and most emotional concern.

The fear is that mobile ordering:

• Removes human interaction

• Makes venues feel cold or transactional

  • Turns hospitality into "self-serve everything"

And yes, badly implemented mobile ordering can do exactly that.

But mobile ordering itself isn’t the problem.

The problem is how it’s positioned and used.

When mobile ordering replaces:

• Welcomes

• Guidance

• Human presence

It feels like abandonment.

When it replaces:

• Waiting to order

• Chasing staff for the bill

• Interrupting service during busy periods

It often improves the experience.

The key difference is this: mobile ordering should remove friction, not people.

The best venues use it to support hospitality, not substitute it.

Myth 2: “Our Customers Won’t Use It”

This myth usually sounds like:

• "Our customers are older"

• "We’re not that kind of venue"

• "People come here for the experience"

And it’s understandable, no one wants to alienate their guests.

What we consistently see, though, is:

Customers don’t hate mobile ordering, they hate being forced  to use it

When mobile ordering is:

• Optional

• Clearly explained

• Faster than the alternative

Adoption is often much higher than expected, especially at peak times.

Some guests will always prefer speaking to a person.Others love the control, speed, and convenience.

The mistake isn’t offering mobile ordering. It’s removing choice.

Myth 3: “Mobile Ordering Is Just a COVID Hangover”

During the pandemic, mobile ordering was a necessity.

That’s led some operators to assume it’s:

• A temporary habit

• Something customers will eventually reject

• A solution that’s already past its peak

But mobile ordering has evolved well beyond “contactless”.

Today, it’s less about distancing and more about:

• Convenience

• Speed

• Reducing waits

• Letting guests stay in control of their time

For many customers, especially younger demographics and families, mobile ordering now feels normal.

The venues that see long-term value are the ones using it intentionally, not as a leftover system, but as part of a modern service design.

The Real Question Operators Should Be Asking

The real question isn’t:

“Should we have mobile ordering?”

It’s: “Where does mobile ordering improve the guest journey, and where does it not?”

Mobile ordering works best when it’s used for:

• Reordering drinks

• Adding sides or desserts

• Paying without waiting

• Busy peak periods

It works less well when:

• Guests want recommendations

• Menus need explaining

• The experience is highly guided

Understanding those moments is what separates good implementations from bad ones.

What Actually Causes Bad Experiences with Mobile Ordering

From real-world experience, mobile ordering causes problems when:

• It’s bolted onto the wrong EPOS

• Menus aren’t designed for small screens

• Prices, modifiers, or options are confusing

• Staff aren’t confident explaining it

• It’s positioned as “the only way” to order

Technology doesn’t ruin experiences.Poor alignment does.

Final Thought: Mobile Ordering Is a Tool, Not a Philosophy

Mobile ordering isn’t about replacing service.

It’s about giving guests options.

When done well, it:

• Reduces waiting

• Speeds up service

• Improves accuracy

• Lets staff focus on hospitality

When done badly, it feels impersonal and frustrating.

The difference is intent, design, and honesty about how your venue actually works.

Even if mobile ordering isn’t right for you today, understanding these myths helps you make clearer, more confident decisions as customer expectations continue to change.