Making a booking with the venue
DO I NEED TO BOOK A TABLE?
The brief for your visit will outline whether or not you need to book a table. If you do book a table, please ensure it's not through a third party website but direct with the venue.
WHAT IF A HOTEL DOES NOT HAVE AVAILABILITY?
Tell the hotel that you need to check your dates and will call them back. Contact us to see if a different date is acceptable, if so, call the hotel back (recording both calls if this is required for your visit) and continue the booking as normal. Tip: it's always good to check availability on the hotel website before calling.
WHAT IF THE VENUE DOES NOT HAVE A TABLE AT THE TIME STATED IN THE CRITERIA?
Tell the venue that you need to check your times and will call them back. Contact us as soon as possible and we will ask the account manager to confirm if the visit can go in at a different time or if it will be possible to do as a walk-in visit.
Making a complaint to the venue
Please do not approach the venue after your visit to complain. Remember that you have the opportunity to record factually in your report what happened - please keep the details balanced and objective. WHAT IF I GET SICK AFTERWARDS AND SUSPECT FOOD ...
Booking visits with HGEM
HOW DO I BOOK A VISIT? To book a visit login to your account and select ‘Book a Visit’. Here you will be able to see all the visits available in your selected locations. Select the visit you are interested in, check you are happy with the visit ...
When a venue is closed during advertised opening hours
Sometimes, we may be unaware that a venue is closed during their advertised opening hours. Double check you are at the right location and then look around for possible reasons why the venue is closed and/or when they might be open again. Please take ...
When a venue is full or not serving food
If your visit is during office opening hours and you can contact us without drawing attention to yourself, then please do so and we can advise you of what to do. WHAT IF THERE IS A WAIT TO BE SEATED? Most often when arriving at a venue that is full, ...
Mystery Guest Terms and Conditions
The following information sets out what HGEM (We, Us) and you (as a mystery diner) can reasonably expect from your volunteering role as a mystery guest for Us. We appreciate you volunteering with us and we are committed to providing mystery guests ...