Methodology
A mystery visit, five simple stages.
We recruit mystery guests, they visit your hotel or restaurant as real guests, then we deliver their observations: the facts recorded, scores by department and action priorities. In France, Switzerland and internationally, from economy hotels to palaces.
Our method
How we conduct a mystery visit.
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.
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.
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.
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.
How a mission unfolds
Five stages, from your call to the action plan.
Framing the mission
A conversation with you: what you want to verify, the properties involved, the calendar. A confidentiality agreement is signed before any data is exchanged.
Recruiting the mystery guest
We select a mystery guest suited to your segment and your issues, then brief them: points to observe, role to play, records to log on site.
The visit
Hotel or restaurant, the mystery guest lives a full 24 to 48 hour experience, with no prior notice, and scores every observation as the journey unfolds.
Analysing the observations
We consolidate the records, verify the time-stamped evidence and produce a score by department, with the gaps explained in plain language.
Delivery and follow-up
You receive the full report, the executive summary and the action plan within 72 hours. Debriefings take the form of a presentation, a sent report, or our Sassurvey tool, which tracks campaigns by outlet, region and area. A control re-check then verifies the corrections.
Discretion
Four simple rules, held on every mission.
No jargon: here is what we commit to, for you and for your teams.
Compartmentalised missions
What we observe in one property never leaves that property, including between two addresses of the same brand.
Anonymous mystery guests
No name, no identity, no record passed to your teams. Observations are about facts recorded, never about people.
Total independence
We operate no property and sell no operating or supply service to the houses we audit.
No complacency
A mission is not renewed because the score is good. Your report belongs to you: it is never published or mentioned by us.
Frequently asked questions
Your questions about how a mystery visit runs.
Let us talk about your hotel or your restaurant.
Tell us what you want to verify: we build the mystery visit that fits your property, with no commitment.