Solution 01 · Mystery guest
Mystery guest & quality inspections, from economy hotels to palaces
We send a trained mystery guest into your hotel or restaurant: they live your guests’ experience from end to end, with no prior notice, then report what an external evaluator would record in your place.
The audited journey
Eight sequences recorded point by point.
Every sequence is assessed against a written framework and documented with time-stamped records: field notes, billing details and observations of posture.
Booking
Channel used, response time, quality of the written confirmation and anticipation of special requests: room preferences, allergies, occasion being celebrated.
Arrival & check-in
Valet, luggage handling, recognition of the guest profile, accuracy of the information passed on in the room and real use of the guest’s name.
Housekeeping
Condition of the room on arrival, precision of the bed, evening turndown, discretion of the service and consistency of the arrangement between visits.
Room service & breakfast
Announced and honoured timings, temperature at the moment of service, presentation, clearing and presence of trays or trolleys in the corridors.
Dining & bar
Welcome in the dining room, advice on the menu and the cellar, sequencing of the service, handling of allergies and of the unexpected without visible escalation.
Spa & wellness
Guest journey, cleanliness and availability of the spaces, qualification of the therapists, continuity of the experience before, during and after the treatment. Audited only where the property has a spa.
Check-out & billing
Accuracy of the bill, capture of the extras, handling of a late departure, quality of the farewell and of the invitation to return.
Team posture
Documented behavioural observation: tone, distance, responsiveness, languages spoken, appearance, consistency between departments and the promise of the house.
Factual reports supported by time-stamped evidence and in-depth behavioural analysis.
Deliverables
What management receives within 72 hours.
- 01Full report delivered within 72 hours, supported by time-stamped evidence.
- 02Detailed point-by-point framework, with a score by department and by role.
- 03Two-page summary for the executive team.
- 04Prioritised action plan, ranked by guest impact and operational feasibility.
- 05Debriefing through a presentation, a sent report or our Sassurvey tool, by outlet, region and area.
Frequently asked questions
What directors ask before commissioning a mystery visit.
A mystery visit is prepared, documented and reported.
Tell us about your property and your objectives: our audit direction replies within 24 business hours.