Starbucks is changing the rules around using the bathroom

On January 15, 2025By Littum

Starbucks issues a “Code of Conduct” for all its coffee houses, as it prioritizes paying customers over those just using the restrooms or Wi-Fi, the company says.

Starbucks Code of Conduct will be featured in all stores, a spokesperson said.

“We want everyone to feel welcome and comfortable in our stores,” Jaci Anderson, Starbucks’ director of corporate communications, said in a statement. “Implementing a Coffeehouse Code of Conduct is something most retailers (have already done) and is a practical step that helps us prioritize our paying customers who want to sit and enjoy our cafes or need to use the toilet during their visit.

“This means that our cafes, terraces and toilets are for customers and partners,” continued Anderson. “By setting clear expectations for behavior and use of our space, we can create a better environment for everyone. These updates are part of a broader set of changes we’re making to improve the cafe experience as we work to ‘return to Starbucks’.”

The company said it will offer amenities such as ceramic mugs and hot and iced coffee refills as it works on its “third place” strategy.

The open bathroom policy was instituted in 2018 after police were called to two black men in Philadelphia when they tried to use the restroom without buying anything. Howard Schultz, then Starbucks CEO, questioned this policy in 2022 during a DC forum.

Anderson said Starbucks knows customers may need to use the restroom or log on to Wi-Fi before approaching the counter. The Code of Conduct is about prioritizing the Starbucks seats for customers during visits, the company said.

Workers at Starbucks stores will be prepared with the tools and training to deal with the new policy, the company noted.

They will receive training on how to enforce the code of conduct and will be empowered to ask anyone who violates this code to leave. If the situation warrants, partners can seek support from local law enforcement, the company said.

Over the next few weeks, store managers will get a full week away from serving customers to set up spice bars, manage teams and lead training.

Employees will attend three-hour store meetings and training sessions to discuss new workflows, service standards and customer expectations, the company noted.

The first phase of implementing the Code of Conduct will begin on January 27, the company said.

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