Can I order a different item if
the one in the brief is not available?
→ Yes, please detail this in the report.
Are diners able to order
gluten-free alternatives for required dishes?
→ Yes
Can diners take dogs on visits if
the venue allows it?
→ Yes, unless stated in the brief/criteria not to and it does not impact being able to dine inside.
Hotels
Can they book a different room if
required room type is not available?
→ Check availability of the room type for all dates. If unavailable, book
the next cheapest room and note this on the visit.
Payments & Vouchers
Can gift cards/vouchers be used
unless stated in the brief?
→ Yes.
Visit Extensions & Limits
Which clients can we not extend
visits for?
→ Pure, Pret, itsu, PizzaExpress, Jefferson's, Pizza Union, The Salad
Project, Star, Megan's, Farmer J and Caffeine and
Machine.
Which clients can have more than
1 visit per day?
→ All, unless stated in the brief.
When the period is over, should
we always put the visit on hold if it can’t be extended?
→ Yes, please put on hold and notify CSM.
When the period is
over, should we always put the visit on hold and then
ask for an extension?
→ Yes, please put on hold and notify CSM. Let the diner know the visit will be removed,
don't offer them the extension. If the client approves, the visit will be
released with new dates.
When can we add a fee onto a
visit, if a diner asks?
→ Only if other visits for the same client also have incentives (match
this).
Why are some dates blocked, but
visits still appear available?
→ The diner may already have 2 visits booked on those dates. They must
reschedule one in order to book the visit for that date.
If
a visit was released but the whole week is purple with rules applied, why?
→
Error in visit adding. Check rules: “Ignore close succession” & “Ignore
same day.”
Accreditation
When is the last day Wembley can
accept accreditation details?
→ If the event is less than 1 week away, check with CSM.
Delivery
If a Deliveroo visit fails, can
diners order elsewhere like closed venues?
→ No, the diner has not travelled and no report required.
There are several common reasons for a report being appealed by the client: Error in scoring - the comment does not match the scoring. Site could not perform properly because of Ops/technical issues (short of staff, food/drinks deliveries, suppliers’ ...
Please see below a list of available Visit Sources for surveys: App Bloomreach Bookatable Booking.com Brownbook Click and Collect Complaint Conversations Counter CRM Email CRM Push CRM SMS Deliveroo Delivery Eat In Email Facebook Factual Food Label ...
Clients who have monthly visits with the same criteria can be opted into visit auto creation. This means once we have set this up on the Hive, the system will automatically create the visits. Some things to note with visit auto creation: You can only ...
1. Using the ticket information, open the visit report in Admin. 2. Add the visit time. 3. Add 0 to Client Charge. 4. Check for any missing answer options and select these as needed. 5. Sense check comments on any questions that did not score the top ...
1. Check for any visit scheduled within the closure period. 2. Email diners and either cancel the visits, or if possible reschedule them to another date within the period. - If cancelling, ensure this does not impact the diner’s status. 3. Ensure the ...