Starbucks has announced a significant shift in its policies, ending its open-door policy in all Canadian and U.S. locations. The café chain’s new Coffeehouse Code of Conduct, unveiled Monday, restricts access to its spaces—including seating, patios, and restrooms—to paying customers and employees only.
This marks a departure from the inclusive policy introduced in 2018, which allowed anyone to use Starbucks facilities, regardless of whether they made a purchase.
The 2018 open-door policy was a response to public backlash following the arrest of two Black men at a Philadelphia Starbucks who had been asked to leave despite being there for a meeting. The incident prompted Starbucks to adopt an open-door approach to avoid any appearance of discrimination.
However, over the years, safety concerns—including drug use and disruptive behaviors—led Starbucks to reassess its approach. In 2022, the chain closed 16 U.S. stores due to such issues, citing threats to staff and customer safety.
Now, Starbucks says the updated policy is about creating a better environment for its paying customers.
“By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone,” said Starbucks spokesperson Leanna Rizzi in an email.
The updated code will be prominently displayed in Starbucks locations across Canada and the U.S. Key highlights include:
- Prohibition of smoking, vaping, outside alcohol, drug use, and panhandling.
- Expectations for customers to treat each other with respect.
- No tolerance for disruptive behaviors, discrimination, harassment, or violence.
Customers who violate the code may be asked to leave, and law enforcement may be involved if necessary.
“Our cafes, patios, and restrooms are for customers and employees,” the company reiterated.
In addition to the code of conduct, Starbucks recently updated its free refills policy. Starting January 27, all customers—regardless of membership in the Starbucks Rewards program—can receive same-visit refills of brewed coffee or tea at participating locations.
Refills will only be available for beverages served in reusable cups or in-store “for-here ware.” Rewards members will also need to meet these requirements starting February 12.
Starbucks employees will undergo training on the Coffeehouse Code of Conduct and new service standards later this month, ensuring a smooth rollout of these updated policies.
This move reflects Starbucks’ efforts to balance inclusivity with safety and prioritize the experience of paying customers, while maintaining its position as a community coffeehouse.