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 a photo of the closed venue, and any information that explains why the venue might be closed and email us at firstname.lastname@example.org
. You can contact us on live chat during office hours, Monday to Friday 9-5:20 pm.
You may then go somewhere else to eat - keep hold of your receipts. We will reimburse up to £20 or the stated reimbursement, whichever is lower. After your visit send all your photos to our support inbox we can then also try and re-arrange your visit or allocate to another guest if you are unable to attend at another time.
If our office is closed you may still go somewhere else to eat - please keep hold of your receipts. We will reimburse up to £20 or the stated reimbursement, whichever is lower. Please email your receipts to email@example.com.
Please note that where we reimburse for a failed visit report, you will receive the fee stated in the visit brief. We can only accept receipts that are dated for the same day as you attempted the visit.
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, ...
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 ...
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 ...
Recording telephone calls
HOW DOES IT WORK? We provide a call recording service. If an assessment requires a call to be recorded, we will provide details of how to do this. You will need to enter the number to call and the visit ID. The person you are calling will not see ...
Knowing what you need to do
WHAT DO I HAVE TO READ? You need to confirm that you have read two things; the brief and the questionnaire. The brief is specific to the visit and includes details of what you need to do for your report to be accepted. By previewing the ...