01
Mystery guests in full immersion
We send an anonymous mystery guest into your property, with no prior notice: a 24 to 48 hour stay lived as a real guest experience, from booking to post-stay follow-up. No courtesy bias, no staging possible.
Mystery shopping & mystery guest · Hotels and restaurants
See your properties through your guests’ eyes.
Swiss Hospitality Audit runs mystery guest audits and quality evaluations for hotels, restaurants and hotel groups. We send anonymous mystery guests into your properties, from economy to 5★, in France, Switzerland and internationally.
A twenty-minute conversation with our audit direction, under a confidentiality agreement and with no commitment. Reply within 24 business hours, through a single point of contact.
France · Switzerland · InternationalEvery category, from economy to 5★Report and action plan within 72 hoursStrict confidentiality agreements (NDA)
References
From independent houses to international groups: our mystery visits cover every segment, from economy to 5★, in France, Switzerland and internationally.
The programme
What we actually do.
We send anonymous mystery guests into your hotels and restaurants, then report back facts, scores and action priorities.
02
Demanding operational checklists
A framework calibrated by segment, from economy hotels to 5★: rooms, food & beverage, spa and governance, more than 500 control points. Every point is assessed against a written standard, identical from one site to the next, including across the properties of a same group.
03
Report and action plan within 72 hours
Strategic debriefing and a full report delivered within 72 hours, ranked by guest impact and operational return, with named owners and deadlines. Restitution takes the form of a presentation, a sent report, or access to our Sassurvey tool, which tracks campaigns by outlet, region and area.
Proof of value
Why executive teams call on us.
01
Prepare classification audits
Anticipate a hotel classification, a label evaluation or an internal chain audit by correcting the gaps an external evaluator would record before they are scored.
02
Align a multi-site group
For large hotel groups: apply a single framework across every property in France, Switzerland and internationally, reveal the gaps between properties and align brand standards without subjective arbitration.
03
Detect invisible drift
Identify what ordinary guests never report: approximate service gestures, lapses in posture, protocols bypassed at peak season.
Solutions
Two programmes, one single framework.
Mystery enquiries, quality inspections and compliance audits: every mission runs under a confidentiality agreement and is led by one auditor, accountable for the debriefing.
Our expertise
Every world has its own breaking points: the promise changes, the rigour of the measurement does not. Choose yours and we apply the framework that matches it.
Our field network
A field network present wherever you need it.
Behind every data point we collect stands a local auditor, recruited in the market concerned and briefed on your standards. One campaign can therefore cover several properties, cities or countries.
France
Major cities, coast and resorts, high season included.
Switzerland
Missions run in French, German and Italian.
International
Europe, Middle East, Asia, Africa and the Americas, on request.
Methodology
How a mystery visit unfolds.
I
We recruit and train the mystery guests
Hospitality professionals, chosen for your segment and briefed on the points to observe. Your teams never know who walks in.
II
They live the experience as a real guest
Booking, arrival, room, meals, service, departure: a 24 to 48 hour visit, with no prior notice, on the same terms as your guests. Nothing is staged, nothing can be.
III
We report facts, not impressions
What was seen, heard, served and billed, time-stamped and linked to a written control point. No judgement on people, only usable observations.
IV
You receive usable results
Written report, executive summary and prioritised action plan within 72 hours. Restitution takes place during a presentation, through a sent report, or via our Sassurvey tool, which tracks campaigns by outlet, region and area.
Technology & reporting
Turning data into decisions.
Sassurvey lets mystery guests enter their results in real time and lets management follow the progress of visits. Analysis stays available at any time, through charts, filters and exports, for documented decisions and long-term follow-up.
The value of a mystery visit lies in the reliability and the usability of the data. The Sassurvey platform gives a consolidated view of performance by criterion, by site and by period, with multi-criteria filters and exports to steer continuous improvement.
Clear dashboards
An immediate read on performance, criterion by criterion.
Multi-criteria filters
Segmentation by property, region, period or audited department.
Data export
Results extracted for your committees and your budgets.
Comparison between sites
A single framework applied to every property in the portfolio.
Dashboard · Guest experience
Average NPS
+72
Compliance
94 %
Priorities
12
Performance by criterion
86
74
68
61
91
Welcome
Advice
Checkout
Upselling
Cleanliness
Perspectives
Analysis for executive teams.
Classification & labelling
Anticipating a classification audit instead of enduring it
The gap between the scored visit and the promised excellence is closed four to six months before the evaluation, never in the week that precedes it.
June 2026 · 6 min
Multi-site groups
The illusion of compliance in hotel collections
Beyond three properties, declared compliance replaces real compliance. Guests, meanwhile, measure the gap within a few hours.
May 2026 · 5 min
Standards & governance
What ordinary guests never report
The most costly drift in a hotel is rarely what triggers a complaint.
April 2026 · 4 min
Frequently asked questions
The questions directors ask before entrusting us with a mission.
A question that is not answered here? Raise it in a confidential conversation, under a confidentiality agreement and with no commitment.
Protect your reputation and the integrity of your brand standards.
A direct conversation with our audit direction, under a confidentiality agreement, with no commitment.