About "What Do They Do When You're Not There?"
We've spent 15 years asking the question that every hotel operator should be asking — and building the systems to answer it honestly.
The gap between intention and reality
Every hotel has service standards. Every hotel trains its staff. And yet, the experience a guest receives on a Tuesday afternoon when the GM is off-site is often very different from the experience they receive during a formal inspection.
What Do They Do When You're Not There was founded by Richard B Evans, a 30-year hospitality executive who has served as General Manager, CFO, Director, and Asset Manager across major hotel properties. He knew that the only way to truly understand what guests experience is to be one — anonymously, consistently, and with a trained eye.
"The most important feedback your hotel will ever receive is the feedback you never asked for."
Richard B Evans
Founder & CEO, What Do They Do When You're Not There
Our Team
300+ evaluators. 40+ countries. One standard.
Our Core Values
Radical Objectivity
We have no stake in the outcome of an evaluation. Our only obligation is to report what we observe, accurately and without bias. That independence is what makes our reports valuable.
Absolute Confidentiality
Our evaluators are never revealed. Our reports are never shared outside the commissioning client. The integrity of the mystery shopping process depends on complete discretion.
Global Reach, Local Nuance
We operate across 40+ countries with evaluators who understand local hospitality culture, language, and service norms — so our assessments are contextually accurate, not just technically correct.
Actionable Intelligence
We don't just score properties — we explain what we found, why it matters, and what to do about it. Every report ends with prioritised, practical recommendations.
Leadership Team
Richard B Evans
Founder & Chief Executive
With 30+ years as a hospitality executive — General Manager, CFO, Director, and Asset Manager — Richard founded What Do They Do When You're Not There to give hotel owners the honest, unfiltered picture of their guest experience that internal audits can never provide. He is Cornell-certified in General Management and Advanced Revenue Management, and holds credentials from HSMAI and HFTP.
Gregory J. Hillary
Associate
Gregory J. Hillary brings 16+ years of General Manager experience across hotels, resorts, and vacation rental portfolios to every evaluation. A two-time Wyndham Cornerstone Winner of the Year and holder of a Platinum Choice Hotels rating — placing him in the top 3% of 1,600 properties — Gregory evaluates properties with the precision and authority of someone who has run them at the highest level.
Ready to work with us?
Whether you're a single independent property or a global hotel group, we'll design an evaluation program that gives you the intelligence you need to deliver a consistently exceptional guest experience.