Custom Evaluation

Mystery Guest

Our Mystery Guest program is your key tool for improvement and external auditing, tailored specifically for the hospitality industry.
With specialized mystery guests, assess every stage of your guest’s journey—booking, check-in/check-out, common areas, rooms, and overall service—to ensure a flawless experience.

At the same time, find out if your employees are delivering excellent guest service, discover areas where improvements are needed, and verify that all service protocols are being correctly implemented.

We provide our services nationwide for businesses of all industries. Request a quote for your company today—we offer attractive plans for new clients.

Take your business to the next level by improving it from the inside out.

We offer exclusive plans for new clients

Designed to take your service to the next level.

This service is designed for the hospitality sector, one of the most complex industries, 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 levels of satisfaction your customers are experiencing.

What is the difference between a Mystery Guest and a Mystery Shopper?

.-The difference between a Mystery Shopper and a Mystery Guest lies in the focus of their evaluation: while the Mystery Shopper focuses on assessing service, attention, and processes at a point of sale or business, the Mystery Guest analyzes the complete experience of a guest or visitor, from booking and arrival to service and facilities. In short, one evaluates specific service points, while the other evaluates the overall experience.
How does Mystery Guest help improve my guests’ experience?

.-The Mystery Guest provides a detailed and objective view of the entire guest experience, from booking and arrival to service and the use of facilities. Thanks to these reports, establishments can identify critical points, optimize processes, and train staff to deliver more efficient, personalized, and memorable service. This ensures that every guest enjoys a superior experience, helping the business stand out from the competition.
What aspects does a Mystery Guest evaluate in a hotel or resort?

.- A Mystery Guest not only evaluates cleanliness and service, but also the small details that make a difference: the speed in resolving unexpected issues, the consistency of the experience across different areas of the hotel, the quality of digital communication, the perception of safety, and the overall harmony of the environment. Their reports uncover hidden opportunities to delight guests, optimize internal processes, and create memorable experiences that truly stand out from the competition.