Discreet Guest Inspection Services

You're being reviewed every day.

But when was the last time you checked in on yourself?

TripAdvisor, Google, Booking.com — guests are rating you daily. But are you hearing what they’re not saying?

A Mystery Guest visit gives you the unfiltered truth, delivered with expert insight and practical steps forward.

Because you can’t fix what you can’t see.

Download Our Mystery Guest Pack

Book A Discovery Call

Real Insight Matters

You invest in pillows and paint. But real hospitality is felt, not seen.

> Staff tone at check-in

> Timing of breakfast service

> How clean “clean” really is

> Whether your brand values show up on the floor

These are the tiny, critical moments that shape reviews, retention, and revenue. And they’re the hardest to see from the inside.

That’s where we come in.

Data + Detail = Real Insight

We don’t just send in a mystery guest and walk away. We combine real-world experience with review analysis to spot recurring issues, patterns, and wins.

Included with every audit:

  • Full report with scores and summaries

  • Side-by-side comparison with real guest reviews

  • Constructive feedback, not criticism

  • Custom action plan to make improvements fast

We Look At:

  • Speed, tone, and accuracy of check-in/check-out

  • Room cleanliness and setup

  • Staff behaviour and knowledge

  • Upselling and service recovery techniques

  • Food & beverage quality

  • Team communication and consistency

  • Spa and leisure service standards

  • Use of sustainability practices

  • Compliance with your brand/service standards

Have a specific focus area? We tailor the visit to your exact needs.

Assessing everything through a guest’s eyes, and yours.

Options That Work for You

We offer flexible packages depending on your needs:

One-Off Audit

Great for hotels prepping for peak season or re-openings.
→ Perfect snapshot of your service in action.

Book An Audit

Speak With a Consultant

Service Lens: Quarterly or Bi-Monthly Programme

With our unique Service Lens Insight programme you can track progress over time, reward staff, and keep service standards high year-round.
→ Ideal for hotels that take consistency seriously.

Optional: Discrete camera footage for training and documentation.
100% confidential. No publishing. Ever.

  • Lower cost per visit

  • Spot trends, not just one-offs

  • Build trust and accountability with your team

  • Tailored reports that evolve with your goals

  • Identify seasonal issues before guests do

  • Reinforce training with real examples

Explore Service Lens