Felt is a discreet guest experience analysis service for independent boutique hotels. We check in anonymously, move through every stage of the guest journey—from pre-arrival communication to departure—observe, and share what’s missed, so you can refine what matters most. We assess both the tangible (standards, procedures, timing, cleanliness, communication) and the intangible (tone, presence, atmosphere, warmth). The result is a detailed yet human report that reveals how your guests truly experience your property.
Invite Felt
Some aspects of a stay can be counted—room size, thread count, response time. Others can only be felt.
Felt enters as a silent guest to observe what numbers can’t describe: the rhythm of service, the tone of welcome, the timing of care. Through complete anonymity, we move through the guest journey like any guest would—but with trained eyes and decades of boutique hospitality experience—and translate it into insight that helps hotels refine what matters most.
How it works
Invitation – Hotels invite Felt to conduct a confidential in-stay observation.
Observation – A single guest stay is experienced anonymously, from arrival to departure.
Reflection – Within 7 days, the hotel receives a detailed report—free of ratings or rigid standards.
Inside the stay
All engagements operate under NDA. No names, no public mentions. Only insight.
Why measure what’s felt?
Standards ensure consistency. Feelings create loyalty. Modern travellers choose hotels not just for comfort, but for connection—the way a place makes them feel. A guest experience audit bridges this gap: offering leadership teams concrete feedback, while revealing the subtleties that define excellence in boutique hospitality.
Invite Felt
Invite Felt
To arrange an audit or request more information, please get in touch.
Limited to a few stays per quarter. Fully confidential. Always.contact@feltguest.com