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 POISONING?
Please ensure that there is no mention of this within your report and submit this as normal. If you would like to pass this feedback additionally to the client, please contact HGEM via our Helpdesk. There are 2 options available in terms of contacting the client:
1. You wish to contact the client directly. Before doing this, we will need to forewarn the client so they are aware you were visiting as an assessor and have received reimbursement for the visit. We would also need to remove your ability to book visits for this client in future as they will have your personal information.
2. We can pass on the feedback to the client on your behalf so that you remain anonymous. However, there would be no action taken from the client in relation to this feedback.
Related Articles
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 ...
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 ...
How to behave on a visit
The general rule is to just act normally. Whilst we need you to be observant, we would also like you to have a good experience if possible - and of course, not to look suspicious! WHAT IF I KNOW SOMEONE WHO WORKS THERE? You are not permitted to carry ...