How It Works
From the first conversation to the final debrief, every step is designed to give you the most accurate, actionable picture of your guest experience. Here's exactly what to expect.
Initial Consultation
1–2 daysWe begin with a discovery call to understand your property, brand standards, service benchmarks, and the specific questions you want answered. There are no off-the-shelf programs here — every engagement starts with listening.
What happens
- Define evaluation objectives and scope
- Review existing brand standards documentation
- Identify key departments and touchpoints
- Agree on evaluation frequency and timeline
Custom Evaluation Design
3–5 daysOur team builds a bespoke evaluation framework tailored to your property type, brand tier, and objectives. Every criterion is mapped to a specific guest touchpoint and weighted by its impact on the overall experience.
What happens
- Build custom scoring criteria (100+ data points)
- Map evaluation to your brand standards
- Design evaluator briefing materials
- Set scoring thresholds and benchmarks
Evaluator Selection & Briefing
2–4 daysWe select the right evaluator from our global network based on your property's location, guest profile, and language requirements. Evaluators are fully briefed on your brand, service expectations, and the specific scenarios they'll be assessing.
What happens
- Match evaluator profile to guest demographic
- Verify evaluator anonymity at your property
- Conduct detailed pre-visit briefing
- Confirm booking and logistics
The Evaluation Visit
1–3 nightsYour evaluator checks in as a regular guest — booking through your standard channels, arriving without notice, and experiencing your property exactly as any paying guest would. Every interaction is observed and documented in real time.
What happens
- Anonymous booking via standard channels
- Full stay from arrival to checkout
- Assessment of all agreed touchpoints
- Discreet real-time note-taking
Report Compilation
48–72 hours post-visitWithin 72 hours of checkout, our quality team reviews the evaluator's raw notes, scores each criterion against your framework, and compiles a structured report with narrative commentary, photographic evidence, and prioritised recommendations.
What happens
- Quality review of all evaluation data
- Scoring against custom criteria framework
- Narrative guest journey summary
- Prioritised recommendations by department
Debrief & Action Planning
1–2 hoursWe present findings directly to your leadership team, walking through the report section by section. We don't just hand over a document — we help you understand what the data means and how to act on it.
What happens
- Live debrief with your operations team
- Department-by-department walkthrough
- Action planning and priority setting
- Follow-up evaluation scheduling
What We Guarantee
Complete Anonymity
Your evaluator's identity is never revealed — not to your staff, not to your management, not to anyone outside our team.
Report in 72 Hours
Every report is delivered within 72 hours of checkout. You won't wait weeks for findings that need immediate attention.
Quality Guarantee
Every report is reviewed by a senior quality manager before delivery. If you're not satisfied, we'll conduct a complimentary follow-up visit.
Frequently Asked Questions
How do you ensure evaluators remain anonymous?
We maintain a large, rotating network of evaluators and never send the same person to the same property twice within 12 months. Evaluators book through your standard channels using personal payment methods and real identities — they are indistinguishable from genuine guests.
Can we customise the evaluation criteria?
Absolutely. Every evaluation framework is built around your specific brand standards, service scripts, and business objectives. We start from your documentation and build from there.
How many visits do you recommend per year?
Most clients start with two visits per year — one per half — to establish a baseline and measure improvement. High-volume or multi-property clients often run quarterly programs.
Do you work with independent hotels as well as branded chains?
Yes. We work with properties across all segments — from independent boutique hotels to major international brands. The evaluation framework is always tailored to the property's own standards, not a generic checklist.
Ready to get started?
The first step is a 30-minute consultation call. No commitment, no pressure — just a conversation about your property and what you want to learn.