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, you will be offered a place at the bar for a drink whilst you wait. If this is offered, we would expect you to accept this offer. Please bear in mind that venues will be busier during peak times so a wait for a table if you are unable to book is more likely.
WHAT IF THE VENUE HAS STOPPED SERVING FOOD?
Try to find out why food is not being served. It is most likely that your visit will need to be rearranged.
If you are unable to complete your visit because there is no food service, you may go somewhere else to eat - keep hold of your receipts. We will reimburse up to £20 or the stated reimbursement, whichever is lower.
Please note we can only accept receipts that are dated for the same day as you attempted the 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 ...
What food and drink can I order?
Unless the criteria for a visit specifies otherwise, please order food and drink to reflect a normal experience. In the case of a restaurant meal, this should as a minimum be at least one main course and drink per person. Please try to make sure ...
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 ...
DO I NEED TO TAKE PHOTOS? Each brief should specify whether or not photos are required to accompany your report. Where photos of food are required, please take them before starting to eat! WHAT IF FACES ARE IN THE PHOTO? Best to avoid them if you ...