How it works

1. Initial Enquiry

You reach out to confirm availability, location, and scope. We’ll ask a few questions about your hotel, your objectives, and any particular areas you’d like us to focus on.

We’ll also confirm which services should be experienced during the stay (e.g. dinner, spa, airport pick-up), so our feedback is relevant and complete.

2. Discreet Booking

We book a stay like any other paying guest—direct, or via your preferred process. This keeps the experience natural and unbiased, ensuring your team doesn’t know they’re being observed.

Most inspections are based on a 1–2 night stay. The length depends on the size and complexity of your property.

3. In-Stay Observation

We stay on-site anonymously and experience the full guest journey. Our approach is quiet, respectful, and grounded in hospitality expertise. We’re not here to judge or leave reviews—we’re here to notice. Your team won’t know who we are or what we do.

4. Reporting

Within 7–10 days of the stay, you’ll receive a detailed report that includes:

• What’s working well—moments of excellence and standout experiences

• Where expectations or consistency slipped

• Small oversights or operational gaps—cleanliness, readiness, timing, flow, …

• The overall tone, service rhythm, and emotional arc of the stay

• Guest-facing touchpoints—check-in, F&B service, housekeeping interaction, communication

• Evaluation of hospitality standards—attentiveness, proactivity, warmth, professionalism

• Brand consistency—how well your values and story come through in practice

• Actionable suggestions for refinement—what to adjust, improve, or enhance.

Your review is private and shared only with you. We don’t publish reviews, name properties, or disclose feedback unless you request a public collaboration. Confidentiality is a key part of this service.

5. Optional Debrief

You’re welcome to schedule a call to discuss the findings and clarify any questions.

When is the best time to book a review?

That depends on what you want to achieve:

• Before the season: Ideal for spotting operational gaps in a calm setting

• Season start: Useful for assessing how new systems or staff perform in real time

• Mid-season: Shows how your experience holds under pressure

• Post-season: Helps plan improvements for next year

We’re happy to discuss the best timing based on your needs.