Mystery Guest Audit for Luxury Hotel

Why is it essential?

Because your guests expect nothing less than excellence, and even the smallest shortcomings can tarnish their memory. Together, we can perfect every moment to create an unforgettable experience.

What is the process of a mystery guest audit?

Development of a bespoke scenario tailored to your key evaluation priorities,
Discreet assessment of the services defined together: reception, service, room, dining, spa, and more,
Analysis of staff interactions and the personalization of guest exchanges,
Evaluation of the handling of special requests,
Detailed report with actionable recommendations to enhance the overall guest experience.

What are the benefits for your hotel?

A realistic assessment of the guest experience from check-in to check-out.
Identification of improvement opportunities to exceed guest expectations.
Assurance of alignment between your brand promise and the actual experience delivered to guests.

Price: Starting from €1 200

Refine every detail of your guests' stay with a tailor-made mystery audit

The rate for a single service will be determined based on the type of establishment, website, or documentation.
Combined services or follow-up audits offer a sliding scale rate.
Expenses related to on-site audits (accommodation, meals, travel) will be invoiced separately with accompanying receipts.

The completion time for the service will be communicated after receiving details about the context of the audit you wish to conduct.
The proofreading and correction of client documentation will be completed within 24 business hours following the approval of the quote.

Pricing & Timelines

Meetings & Reports

A meeting at your establishment or via video conference will be scheduled prior to each audit. The purpose of this meeting is to define the audit objectives based on your current challenges.

For each service (except for the client documentation audit), you will receive a detailed report containing contextual photographs and specific details regarding each audited criterion, along with recommendations.
The report will be delivered within 4 business days after the audit, either in person or via video conference.

Process of mystery audits

Anonymous booking by phone.
Evaluation of all the services offered by your establishment or only a specific part.
Several scenarios can be implemented:
- Alone, as a couple, or with a child;
- During the week or on the weekend;
- During the day or in the evening.
Audit from a client’s perspective, assessing the quality of the services provided compared to their description and the establishment’s standards.
Delivery of a factual report accompanied by recommendations.