100% Satisfaction Guaranteed
Dining Services’ value statement says our department believes in “every individual's right to have a quality experience" in our dining centers. In practice, that means we guarantee our guests will be 100% satisfied with the service and food we provide. If any guest has a question or concern about their dining experience, they can speak with a manager or fill out an Online Comment Card providing us an opportunity to resolve the issue.
If a customer isn’t satisfied with a meal ordered through the Grubhub app, there are two options for getting a refund. First, customers can use the app to find the meal in their previous orders, press “help” and then “report an issue,” and provide details on why the meal was unsatisfactory. Students can also speak with a manager or assistant manager at the dining center, who can also refund an order. In both cases, refunds are applied to the balance of the customer’s dining plan.
Refunds are calculated from the date that your resignation is processed by the university or the last day of dining plan use, whichever is later. This may not necessarily be the last day you attend class or officially resign from the university. No refund will be granted for a retroactive/back-dated resignation for the current semester, or for a resignation that occurs during a previous fiscal year.
Major, Mega, and Premium Flex Plan holders will be charged a forfeiture fee of $100 during the first week. Beginning in week two and throughout the remainder of the semester, students will forfeit the base cost and will be refunded any unused Flex Dollars remaining in the account.
Minor Flex and Commuter Cash Plan holders will be charged a forfeiture fee of $35 during the first week. Beginning in week two and throughout the remainder of the semester, Minor Flex plan holders will forfeit the base cost and will be refunded any unused Flex Dollars remaining in the account. Commuter Cash plan holders will receive a refund of the remaining dollars on the plan less the $35 forfeiture fee.
At Dining Services, protecting the health of our staff and guests is one of our highest priorities. That commitment is part of our department’s guiding principles which states “sanitation and safety are paramount.” As a result, campus dining centers operate under a comprehensive food safety plan and staff receive regular training and certifications. More detail is available at Food Safety.
Students who are unable to visit a dining center because of an illness or a temporary physical disability (for example, knee surgery) can make special arrangements to purchase meals. Those students can contact the assistant director at any dining center in advance of meal service and provide the necessary information, including their Hokie Passport number and who will be picking up their meal. If the illness or temporary disability extends for more than two days, a doctor’s note will be required.
Assistant directors can be reached at the following phone numbers to arrange for this service:
- 540-231-6187 Owens Food Court at Owens Hall
- 540-231-6187 Hokie Grill & Co. at Owens Hall
- 540-231-4779 West End Market at Cochrane Hall
- 540-231-6130 D2 at Dietrick Hall
- 540-231-3627 Turner Place at Lavery Hall
For Virginia Tech students, the Hokie Passport serves as both identification and the card used for dining plans. If you lose your card, contact the Hokie Passport Services office at 540-231-5121 or the Virginia Tech Police Department at 540-231-6411 so your account can be protected from misuse. Lost or stolen cards can also be deactivated online at Hokie Passport Services.
Dining Services assumes no responsibility for illegitimate purchases made prior to notifying the university of a lost or stolen card. For the security of their accounts, students will also be prevented from accessing their dining plans or funds without a valid Hokie Passport ID card.
If a Hokie Passport ID card is lost after normal business hours or during a weekend, customers can receive a lost card voucher at Owens Food Court in Owens Hall. Lost card vouchers allow students to eat in the Owens Food Court and D2 in Dietrick Hall and require students to receive a new Hokie Passport ID card by the following business day.
Students without smartcards will need to bring their Hokie Passport ID Card to Hokie Passport Services to get their ID Card exchanged at NO charge to use the contactless card readers in all dining centers. By using the newest technology, it will help ensure we all stay safe: Be committed, be well.
Guests are allowed to use reusable water bottles in campus dining centers only if the bottles have a removable mouthpiece. (For example, Nalgene-style bottles are not permitted.) Guest bottles may only be filled with water or carbonated drinks and must be presented to the cashier prior to filling. A discounted price will be charged for carbonated drinks. Bottles may not be filled with milk, juice, or coffee.
Reusable water bottles are only allowed in Owens Food Court, DXpress, Hokie Grill & Co., West End Market, Turner Place, Burger ‘37, and Au Bon Pain Café in the Squires Student Center. They are not allowed in D2 in Dietrick Hall.
Dining Services’ Dine with Faculty program offers students with a dining plan the opportunity to host a Virginia Tech faculty member at one of our dining centers. This program is a great opportunity for students to meet with faculty in a casual setting and enhance their overall educational experience. The faculty’s meal is provided by Dining Services at no cost to the dining plan holder.
The program allows dining plan holders one meal per month with faculty at either D2 at Dietrick Hall or Owens Food Court at Owens Hall.
- At D2, our all-you-care-to-eat dining center in Dietrick Hall, the faculty member's meal is free of charge.
- For Owens Food Court at Owens Hall, a meal valued at up to $11.85 is available to faculty guests.
To participate, faculty members must be accompanied by a student dining plan holder, have a faculty/staff Hokie Passport, and indicate to the cashier they are participating in the Dine with Faculty program.
D2 at Dietrick Hall is an all-you-care-to-eat facility. When you are dining in with us at D2, taking food out when you leave is not acceptable except for one piece of whole fruit, one cookie, or one ice cream cone.