Mystery
Guest
Booking, arrival, the room, the small details and the departure, as a guest would live them.
Enquire Privately ↗The stay, in moments
We live the stay as a guest would: the enquiry or booking; the confirmation and any contact before arrival; arrival and check-in; the first look at the room; the first night; breakfast; a request to the front desk or housekeeping; a small problem, if one arises; check-out; and the follow-up afterwards.
What we notice
The condition, upkeep and hygiene of the room. The body language and attitude of the team. How quickly and gracefully requests and mistakes are handled. Whether the team uses your name. Whether what was promised is what is delivered. The small touches that make a stay feel considered, and the small lapses that undo it.
An illustrative finding
Illustrative example, not a real client. Check-in was warm and efficient, but the room's air conditioning needed two requests before it was fixed. Recommendation: confirm that each room is fully ready before the guest arrives.
What you receive
A confidential, scored report with observations and priorities, followed by a private debrief.