Reversal of ‘open-door policy’ at Starbucks signals economic shift post-COVID

In an American workforce of working remotely from coffee shops, Starbucks has reversed its “open door policy” for customers.

Known as the “third space” between work and home, Starbucks will require customers pay their way to use a Starbucks space.

In 2018, Starbucks changed its open-door policy after making headlines when two Black men at a Philadelphia store were arrested for conducting a business meeting and remaining too long at the store. Starbucks changed its policy then with a commitment to inclusivity and allowing anyone to hang out at its stores whether a purchase was made, as reported by Forbes.

“Implementing a Coffeehouse Code of Conduct is something most retailers already have 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 restroom during their visit. By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone. These updates are part of a broader set of changes we are making to enhance the cafe experience as we work to get back to Starbucks,” Jaci Anderson, Starbucks’ director of corporate communications, told Forbes.

Starbucks reversed the 2018 policy, which is effective Monday, January 27, 2025, and will be displayed in all stores with a detailed code of conduct. The new policy includes a ban on discrimination, outside alcohol, smoking, vaping, drug use, panhandling and harassment.

Starbucks closed 16 stores in major cities in 2022 because of safety concerns over drug use and disruptive behavior by customers.

The term “third space” was coined by sociologist Ray Oldenburg to refer to places where individuals gather outside their homes and workplaces and build community. Third spaces include pubs, libraries and coffee shops. Starbucks popularized the concept for decades, but operational costs and changing consumer habits are changing the existence of the third space.

Third spaces are on the decline in America and leaving a void in communities. A 2019 study by Health & Place highlighted the importance of coffee shops and hair salons in reducing loneliness and stress. Closures of third spaces were increasing before the COVID-19 pandemic and then the pandemic made the situation worse.

A 2023 study by The Journal of Transport & Health revealed that the closure of third spaces during the pandemic increased mental health, especially for marginalized groups, including LGBTQ+ and low-income.

In 2025, third spaces are threatened by mobile ordering, delivery apps, rising rents and labor costs.

The Congress for the New Urbanism published an article last year that warned that the lack of third spaces in America threatens the social fabric of communities.