HMS Host Family Restaurants

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meUnfortunately, I did not receive the letter until recently because I have not been homeIn addition, all of the Revdex.com's contact with me was sent to my spam folderMy apologies for that inconvenienceI will contact the bussiness as soon as possibleThank you for your time and assistance Regards, [redacted]

Thank you for your letter dated 7/29/with regard to the above complaint.HMSHost Corporation is (aka HMSHost Family Restaurants, Inc.) provides food and beverage services to travelers in airport and motorways, including the [redacted] inside San Francisco International Airport ( [redacted] )We have researched the customer's complaint at our [redacted] locationThe customer had been contacted prior to receiving your letter and we have resolved all issuesWe explained to the customer that the lack of product is due to limited space at the airportThis [redacted] is smaller than a typical “street storeWe also informed the customer that all servers will receive additional training to improve customer serviceThe customer was sent some "Be Our Guest" cards the he can use at any HMSHost food location.| trust this matter Will be closed out since all matters have been resolved.Sincerely,Eileen H***, Risk Management [redacted] @hmshost.com ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: this does not address the fact that I emailed their website 5 straight days with no response. The only response I received was from SFO directly and not from Host, there is no excuse for poor customer service or lack of space to put basic food options at the [redacted] . There were only a few food items, it wasnt as space issue, it was a lack of management preparation. Totally unacceptable and unprofessional. Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Unfortunately, I did not receive the letter until recently because I have not been home. In addition, all of the Revdex.com's contact with me was sent to my spam folder. My apologies for that inconvenience. I will contact the bussiness as soon as possible. Thank you for your time and assistance. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: this does not address the fact that I emailed their website 5 straight days with no response. The only response I received was from SFO directly and not from Host, there is no excuse for poor customer service or lack of space to put basic food options at the [redacted]. There were only a few food items, it wasnt as space issue, it was a lack of management preparation. Totally unacceptable and unprofessional.
Regards,
[redacted]

Thank you for your letter dated 7/29/16 with regard to the above complaint.HMSHost Corporation is (aka HMSHost Family Restaurants, Inc.) provides food and beverage services to travelers in airport and motorways, including the [redacted] inside San Francisco International Airport ([redacted]). We have...

researched the customer's complaint at our [redacted] location. The customer had been contacted prior to receiving your letter and we have resolved all issues. We explained to the customer that the lack of product is due to limited space at the airport. This [redacted] is smaller than a typical “street store. We also informed the customer that all servers will receive additional training to improve customer service. The customer was sent some "Be Our Guest" cards the he can use at any HMSHost food location.| trust this matter Will be closed out since all matters have been resolved.Sincerely,Eileen H[redacted], Risk Management [redacted]@hmshost.com ###-###-####

September 4, 2014
Dear [redacted]:We have thoroughly investigated the complaint identified above and we acknowledge the basis of customer's complaint. We have determined that a possible reason for the poor customer service was due to an unusually busy day. This location is on the way in...

and out of the poplar Jersey shore and therefore experiences very busy weekend traffic. Unfortunately, on this day (Thursday July 17, 2014) we were short staffed and did not anticipate the unusually high volume of customers visiting our location on this day.While this is not an acceptable excuse for us, we have conducted retraining of our associates and contacted the customer directly (see enclosed letter).
I trust this acknowledgement and response satisfies the Revdex.com's compliant file.
Sincerely,
Lorri O
Director, Risk Management

Review: I visited a service plaza operated off the [redacted] Plaza in [redacted], NJ that was operated by this company. This location had numerous problems that inhibited the company's ability to provide an appropiate service experience. First off, the service plaza was very understaffed. Only about two employees were present at each of the restaurant locations that were inside of the plaza. Because of this, limited product was available and the lines were extremely long. While waiting in line, I noticed employees were not treating the food properly at the [redacted] portion of the service plaza, so I decided to go to the [redacted], where I was served a cinnamon roll that was past its expiration time, which gave me stomach cramps for the remainder of the night. This location was dirty from the bathrooms, to the dining room, to where the food was prepared. The day of my visit, I contacted the corporate office of HMS Host to alert them of the problems of this location. The only response I got back was an email from [redacted] letting me know I would receive a coupon. The coupon didn't arrive, and the actually company of HMS Host did not acknowledge my complaint. I believe something needs to be done in order to prevent more poor experiences like my own.Desired Settlement: I believe that this location needs to address the issues with the qulaity of their service

Business

Response:

September 4, 2014Dear [redacted]:We have thoroughly investigated the complaint identified above and we acknowledge the basis of customer's complaint. We have determined that a possible reason for the poor customer service was due to an unusually busy day. This location is on the way in and out of the poplar Jersey shore and therefore experiences very busy weekend traffic. Unfortunately, on this day (Thursday July 17, 2014) we were short staffed and did not anticipate the unusually high volume of customers visiting our location on this day.While this is not an acceptable excuse for us, we have conducted retraining of our associates and contacted the customer directly (see enclosed letter).I trust this acknowledgement and response satisfies the Revdex.com's compliant file.Sincerely,Lorri ODirector, Risk Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Unfortunately, I did not receive the letter until recently because I have not been home. In addition, all of the Revdex.com's contact with me was sent to my spam folder. My apologies for that inconvenience. I will contact the bussiness as soon as possible. Thank you for your time and assistance.

Regards,