Mystery Guest is our improvement and external auditing tool dedicated exclusively to the accommodation sector. With specialists in the field, it allows you to evaluate the different stages a guest experiences at your establishment, such as booking, check-in/check-out, common areas, rooms, and overall service, among others.
This service is designed for the hotel sector and is one of the most complex, as it involves multiple processes and services within a single location. With this tool, we help you understand how each of these processes is being carried out and the level of customer satisfaction achieved.
Likewise, detect whether your employees are treating your guests well, discover areas for improvement, and ensure your service protocols are being followed.
We offer our services nationwide for any type of business. Request a quote for your company; we have attractive plans for new clients.
Throughout our more than 10 years of service, we have helped dozens of companies improve their business by providing them with the qualitative and quantitative information needed for decision-making.
Get inspired to grow your business by improving it from the inside out.
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What is the difference between a Mystery Guest and a Mystery Shopper?
The difference lies in the focus of their evaluation: while a Mystery Shopper concentrates on assessing customer service, staff performance, and operational processes at a point of sale or business, a Mystery Guest evaluates the guest’s entire journey—from booking and arrival to service and facilities. In short, one measures specific service interactions, while the other analyzes the full customer experience.
How does a Mystery Guest help improve my guests’ experience?
A Mystery Guest provides a detailed and objective perspective of the entire guest journey, from the booking and check-in process to the service received and the use of the facilities. Their reports allow businesses to identify critical issues, streamline processes, and train staff to deliver more efficient, personalized, and memorable service. As a result, each guest enjoys a superior-quality experience, helping the establishment stand out from the competition.
What aspects does a Mystery Guest evaluate in a hotel or resort?
A Mystery Guest goes beyond reviewing cleanliness and service; they also focus on the small details that make a big difference—such as how quickly unexpected issues are resolved, consistency of the experience across different areas of the property, the quality of digital communication, the sense of safety, and the overall atmosphere. Their reports uncover hidden opportunities to delight guests, improve internal processes, and create memorable experiences that truly set the business apart.
“Impeccable service, satisfied guests. Let our mystery visits guide you to success..”
In today’s competitive market, where reputation is everything, are you confident your hotel meets your guests’ expectations? Service excellence isn’t just a goal; it’s a necessity. And to achieve it, sometimes you need to see things from a different perspective.
Our clients
Join our portfolio of success stories. We are prepared to empower and elevate your business to new heights.
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