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 ...
What to do when a venue is closed on arrival
Occasionally, you may arrive at a venue during its advertised opening hours and find it closed. What to do on the day 1. Confirm you are at the correct location Double-check the venue address and signage. 2. Check for closure information Look for any ...
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, ...
How to use the Helpdesk and get support
If you need extra support, try searching our knowledge base. We have step-by-step guides on all topics! From how to book a visit to what to do if the venue is closed when you arrive! You can use our live chat feature to find answers directly or to ...
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 ...