Mystery guest services

How it works: Our process

We don’t follow a one-size-fits-all checklist. Our process is a tailored experience designed to reflect the unique character of your brand.

Tailored Planning → We begin with a deep dive into your brand’s unique service standards and operational goals. We craft a custom plan for the mystery guest’s stay, focusing on the areas that matter most to you, from concierge to in-room dining.

Discreet Evaluation → Our professional mystery guests -experts in the luxury hospitality sector – experience your property as any other guest would. They document every interaction, from the initial booking to the final check-out, with meticulous attention to detail.

Comprehensive Reporting → We compile our findings into a comprehensive, easy-to-digest report. This isn’t just a list of pros and cons; it’s a deep analysis of your performance, highlighting both your strengths and opportunities for improvement.

What we evaluate

Pre-Arrival → Website user-friendliness, 360^o online performance, booking process efficiency, and pre-stay communication.

Arrival & Check-in → The warmth of the welcome, speed of service, and first impressions.

In-Stay Experience → Quality of housekeeping, amenities, in-room technology, and staff attentiveness.

Dining & Facilities → Service and food quality in restaurants, and the cleanliness and atmosphere of facilities like the spa, gym, or pool.

Departure → Efficiency of check-out and post-stay follow-up.