HMSHost
Reviews and Complaints

I stood in line for 15 mins just to get a coffee 1 cashier and she was doing drinks and ringing up there was another lady there and she wasn't helping, she was warming food Iteams that no one was ordering.It's early in the morning 4am a lot of people were ordering multiple drinks . The cashier kept her cool and smile she never said next always good morning

Service was great Food was horrible! Burger was so dry couldn't even eat it. I didn't have time to reorder a new one BUT really guys you know it's an airport and we are in a hurry I left the burger behind waste of money at Terminal 4 Campanile There were several other places I could of went to but saw the relaxing environment you had and thought the food would be good. Your kitchen staff over cooked the burger I could barely chew it. Big let down before a 5 hour flight

So I just ordered a burger and shake from Zinburger in the Phoenix airport and was watching the guy making the food. He came out of the kitchen area and grabbed a mop handle as if he was going to use it then went back into the kitchen and proceeded to prepare orders. While preparing food he wipes his nose with his hand as well. When I said something about it he lied and said he changed his gloves. I'm standing here watching him in disbelief. I'm disgusted and really don't want to eat my food. These guys working in here really don't seem to be educated in food safety and don't seem like the type that should even be in food service.

I ordered a mixed drink and a soda at the bar inside the airport. When I finished my soda the bartender took the glass to refill it and didn't even ask if I wanted it refilled. I said I didn't want anymore because I thought I would get charged for another ridiculously expensive soda and he acted like I offended him. When I got the bill it was 16.93! Outrageous! After I gave the bartender cash to pay for the bill he looked at it and said "OK, thanks" and started to walk away. I had to tell him I wanted my change! He assumed I was going to leave it for a tip.

On Monday, February 25, 2019 at approximately 3:40 EST I, along with a friend, Tracey T. walked into Hissho Sushi/Charlotte Douglass International Airport: Concourse D to grab a bite to eat before our next leg to Washington, DC. We both approached the counter to preview the "To-Go" sushi as well as to scan the menu. During this time, the number of other customers dining in Hissho Sushi was very minimal. Specifically, there were only two persons that were eating sushi at the bar location. There was no one sitting at the table tops located to the left and to the right of the bar area. In addition, there wasn't anyone waiting in line to order food after me and Tracey.
Tracey decided to purchase sushi to-go. After paying for her sushi, she proceeded to sit down at one of the bar stools next to me, but was rudely and abruptly told by server Jocelyn Gaston, "You can't sit here. You will need to sit at one of the table tops." Without any hesitation, but yet looking very perplexed, Tracey responded, "Ok" and proceeded to sit at one of the table tops and wait for me.
After reviewing the menu, I placed an order with Jocelyn Gaston and sat down on one of the bar stools and waited for my food to arrive. While waiting for my order, Jocelyn began to prepare my dining area with water and silverware. I kindly let her know that I would be joining my friend Tracey at the tabletop so that we can dine together.
Once I shared this with Joceyln, she told me that I could not sit with my friend. She specifically stated, "You are not allowed to sit there." I asked her why and she said, "Because I am the server and I have to serve you here." I told Jocelyn that with a practically empty restaurant, I wanted to sit with my friend and that it made no sense that we had to be separated to eat. Tracey was literally 2 feet from me.
Jocelyn continued to adamantly tell me that she wasn't able to accommodate this seating arrangement because she was "the server." After continuously overemphasizing that she was "the server", I stated that I am "the customer" and she was being very unreasonable and unaccommodating. I specifically stated, "I am the customer and as the customer that I would like to sit with my friend." I also stated that since she had to serve me at the bar, I would let her do that, but then, I would then take my food and sit with my friend Tracey at the table top. Jocelyn became increasingly frustrated, irritated and then rudely stated, "You are NOT a customer. You are just a passenger that just got off a plane." She also stated, "You are in North Carolina and in this state, I have the right to refuse service."
At this point, Tracey and I were in complete shock and couldn't believe what just came out Jocelyn's mouth. Jocelyn was completely disrespectful, rude, unprofessional, demeaning, and out of line with her statement. As one may have often experienced, a well-trained, customer-oriented, professional server would have not any problems accommodating a customer's seating preference, especially if the establishment was virtually empty and/or if it caused no disruption to other customers or the server.
On top of that, her refusing service is absolutely baseless. Under what policies and/or rules is she adhering to? There definitely was not anything displayed in public view stating this rule. On top of that, and after continuously asked why I wasn't able to sit with my friend, she could only come up with the answer, "Because I am the server." I felt more like she was trying to usurp the little authority she had to make a pointless point and be very controlling. Jocelyn completely through customer service in the trash, but instead made me feel like trash!
After refusing me service, I told Jocelyn that I would be escalating and reporting her unprofessional, demeaning, rude, disrespectful and out of line behavior to her manager as well as to HMS corporate. She became even more belligerent and loud and said, "I'll call them myself" and began to fumble through some papers by the cash register as if she was trying to find a phone number to call. At this point, I left Hissho Sushi and asked to speak to her manager with expectations of him/her diffusing this debacle.
Approximately 10 minutes later, Kevin Brown, stated he was the manager. I shared my story with him, but unfortunately, his response and handling of this situation was disappointing, sub-par and lacked any concern or empathy for me and Tracey as customers.
Kevin never asked for my name. He never asked me any follow-up questions. He never offered any viable recourse for this horrific experience. I certainly didn't feel like a valued customer after being told that I was NOT a customer, but just a passenger. He just said, "Call the number on the receipt and let them know what happened." Keep in mind, I never purchased the sushi, so I had no receipt to refer to and was unaware of what he was talking about. He had to go print out a receipt and then show me the number to call as well as a website to access. At the end, Kevin only offered an apology. I asked Kevin if he would speak to Jocelyn and he stated "yes." Whether this occurred or not is unknown to me.
Kevin's handling of this account was unacceptable and unprofessional. As a manager, I was expecting him to gather a bit more information from me, provide me contact information, and/or provide some level of compensation (i.e. coupon, free meal, etc) for the completely disrespectful, rude, unprofessional, demeaning, degrading, and out of line behavior caused by Joceyln Gaston. None of this occurred.
I've been in the professional services business for well over 20+ years and have travelled throughout the United States and internationally consulting with C-level stakeholders to individual contributors. Providing sound customer service and clear communication is always at the top of my list. This is what creates repeat customers and recurring business. I've often had connecting flight through Charlotte Douglass International Airport and have great dining and shopping experiences. Unfortunately, this time, I have never been so humiliated in my life and treated with such disrespect from Jocelyn Gaston. I will never eat at Hissho Sushi again.
I am filing this as an official complaint and would like to see Jocelyn Gaston either severely reprimanded and/or fired. If she remains with the company, she desperately needs to be put on probation and receive extensive customer service training to properly learn how to communicate to customers as well as how to handle difficult situations without lashing out verbally offending and demeaning customers. I would also like Kevin Brown to receive some additional managerial and conflict resolution training to properly learn how handle situations like this. In addition, if there are specific seating rules and/or policies that customers need to adhere to, then this should be displayed in clear site. At the same time, a server should be able to use a bit discretion and not be 100% bound to these rules especially if it makes for a happy, valued customer. I urgently ask you to institute these corrective actions so that no one else experiences this unacceptable, disrespectful, rude, demeaning, degrading and unprofessional behavior from Jocelyn Gaston.

On feb 18th 2019 I placed an order at the store above.
I walked approx half a mile through the dayton airport to the airplane after paying for
6 sandwiches for my crew. Upon opening the bag and distributing the food, there was only 5 sandwiches instead of six and one member of my crew had to go without.
Receipt details... 405391 marquel time 5.02 pm chk 5929 amount paid $27.29.
I would please like a refund for the sandwich that was missing

My wife and I ordered Breakfast on 1/27/19 and I must say it was the worst breakfast I have ever had, the food was cold I reordered the eggs and they also were cold.The coffeebearly warm.Other customers we also complaing.For the $30.91 I was charged for this meal was unbelievable. Something needs to change in this chilies. Clarence Church.[protected]@aol.com

1/15/29 1:17pm - Zoila #30106 Store ID 7187- left sitting for 30 min before anyone waited on me, store not that busy. I ordered a Makers and Diet, they brought me a diet coke. Ordered my food - santa fe chicken salad and bourbon - both came together 37 mins later! Had to find a manager to get my check - (I noticed my survey code was torn off) . I'd love to see this group coached because there was a lot of standing around talking; Zoila didn't even come back to my table. I'd like a refund of $28.64 - which is the cost of Salad, Makers Mark plus food/liquor tax

Friday, Jan 25, around 10 A.M. until noon, this facility operated very inefficiently. There were long lines with only one person serving many tables. (i hope this was a result of people calling off sick). Also, take out area was extremely slow. The attitude seemed to be "that is not my job" and no one made effort to move any faster. The Delta area was a "zoo" at the time, but I feel that is the case most of the time. Bottom line is that service was very poor for whatever reason in a very busy environment

So my friend and I went to the airport in las Vegas and we had a bit of a wait before our flight left so we decided to get some dinner at the chop house. I ordered the top sirloin 30$ steak medwell with the chop house salad and mashed potatoes, the salad was good but the mash potatoes were so bland and tasted like they came from a box, and then my steak was so undercooked it was awful, the steak was pretty much rare And cold in the middle.
I asked for them to recook my steak and they said no as I already cut into it so they wouldn't and on top of that they didn't even offer me anything else. Awful service and awful food

Jan 14th 2019 my husband and I stopped in at Chills at the Chicago INT airport ORDCHI01. There was hardly anyone in the restaurant, yet our server was slow, did not bring the water we requested and waited to bring appetizers. In her defense, she had no help. Customers were getting up and leaving, wish we would have. My husband and I are not ones to complain, so we picked through our cold hard food because we were starving and after waiting so long...well "its airport food" right? It doesnt have to be. Before we were even finished they started shutting the place down, handing out all of the tickets. $58 for horrible food and not much better service...WOW
Just thought you should know!

On Saturday, January 12, 2019 at 9:35 am I stopped at Wolfgang Puck's for breakfast. I ordered the classic breakfast. the chef making the eggs did a fantastic job. They were perfect. However, the potatoes were just barely warm and seemed to have been put in a warmer from refrigeration. Horrible. The toast was taken out of a steamer as well and was cold. The bacon was cold/warm although it was tasteful. Coffee was hot. I paid $16.06 for this unsatisfactory meal and will never eat at a Wolfgang Puck again.

I went to this restaurant because of it's positive reputation especially because he's a celebrity chef. This meal in no way lives up to what a professional chef would serve. I don't know if other people complained but because food was taken out of a warmer, I have to assume they experienced the same issues that I did.

Please feel free to contact if you need additional information.

Sandy Juno
616 Dauphin St.
Green Bay, WI
[protected]
[protected]@yahoo.com

At the La Madeleine, I just had the worst Cafe Latte that I have ever tasted in my life. Was made from coffee that tasted like burned cigarettes and awful coffee creamer - was definitely NOT made with milk. The apple turnover was worse than a greasy fried apple pie at McDonald's. The pastry tasted like old Crisco shortening, with an overly sweet smear of apple glue in it. I see why there is a Starbucks right across the airport gate 7 at the Dallas, TX airport . My receipt showed different items that I didn't order, so was likely overcharged.

What a horrible experience. Waited 15 minutes for my sons burger, while 2 orders of people behind us with burgers got served. Got my roast beef and it was so dry and tough that the first bite gagged me and I had to run to the bathroom and puke. Covered it in bbq to try and finish and just ended up throwing away the majority of a $7 sandwich. I will never return to Roy Rogers.
Josh Ford
[protected]@hotmail.com

On december 28, 2018 at 5:25 am, store id: seasta11, chk # 4421, I bought a hot tea to take on the plane ride home. Just before boarding at 5:45 am I took my first drink and it burnt my mouth throat, and lip. The airline's counter attendant asked if I wanted him to call for medical attention but stated it would take 15 min. Before they would get there and my flight would be taking off. So I boarded my jetblue flight in excruciating pain. The first flight attendant offered me water and stated they had no ice yet. When the ice was boarded the attendants gave me ice and water to combat the pain and checked on me regularly. For the two hour flight I had applied ice and water and still as I exited the plane I was in pain.

I buy coffee and tea at starbucks on a regular basis and I have never had this type of experience. I am thankful I did not spill the tea on me as that would have been a whole different report. This has caused me to not be able to enjoy food and as this happened just before new year's eve, which is my 25th wedding anniversary. Our only gift to each other to celebrate was going out to dinner. There is no way to replace this time and enjoyment of it, so my desirable resolution is that the temperature of the water for the tea to be checked and adjusted, and I be refunded my $3.14 for my tea I was unable to drink.

I will also be sending this off to starbuck's for their records as I believe they should know as well.

Thank you for your attention to this matter,

Dawn spiker
1151 comanche
Topanga, ca 90290
[protected]@mac.com

I am an otr truck driver who stops at this location 4 to 6 times a week. No matter what i order from the KFC they are always out. Then your representative gets rude with me because i have to make another selection and need a few seconds. This is not the first, second or even fifth time I've been treated this way. Im done. This is unnacceptable to over pay for items you had to settle for and to be treated poorly while doing so.

At Popeye's Store #12509 (Ernie Pyle Travel Plaza) Store ID: 4INPOP21, my family and I stopped on 11/25/18 for food and were disappointed in the food given. We ordered a total of four meals which included chicken, chicken strips, a biscuit and a side order of smash potatoes and/or rice and beans. Honestly the only thing that tasted ok was the rice and beans. The rest of the food (Chicken and biscuits) tasted like they were reheated or cooked in really old oil. You could taste the oil on the biscuits.
We ended up throwing away the food since the money could not be refunded. We were offered food in exchange for the one we had, but again it would have tasted the same.
We were left hungry and with food we did not want.
There were other customers complaining as well, but they were only given food in exchange.
At the end it was a terrible experience and will never stop at this plaza anymore.

We were customers at store #4WVBKG38 at 2035 hours, 11/26/2018. Counter wait staff friendly and prompt. There were about 10-12 other customers in store, 8 at one table, others waiting for orders. Food not ready for 20 minutes. Apparently cook lined up and prepared all orders at once, by the time ours was ready for pickup, burgers lukewarm. Fries were not crisp, apparently cooked and then sitting in a warmer. Cook shouting and singing to himself--not a customer-friendly experience when late orders make waiting customers even more impatient.
Suggest manager needed better control over employees and procedures. We're not requesting any resolution---food was good . It would have been a good experience had it been promptly prepared and served.