Mystery shopping for a better guest experience.
What is your guest experience really like?
Pretty good, right?
Maybe you’re getting the occasional bad review, or even some great ones, but do they tell the full story? Guest reviews and internal feedback can only get you so far. Are your beds too soft? Could your check-in process be streamlined, and how is your mini bar stacking up?
What you’re missing is un-apologetic feedback, grounded in research and consumer behaviour. Detailed information about a stay, supported by measurable benchmarks from around the industry.
What you need is a Mystery Guest.
What is a Mystery Guest?
Mystery shoppers have been around for a while, yet hoteliers are sleeping on the effectiveness of a Mystery Guest. It’s a way to gather first-hand information about your facilities, experiences and overall vibe at your property. Basically, professional analysts pose as regular guests and ‘experience’ the entire guest journey from check-in to check-out, and everything in between.
Our difference?
We have seen our fair share of ‘businesses’ who offer services in exchange for a free night or two of accommodation. And whilst content creators have a time and place, this is not it. In order to get the best feedback and analysis, you need the right skill sets and experience. The Boutique Guide’s Mystery Guests aren’t a gimmick or trick, it’s an opportunity to gain a real return on investment.
What does a Mystery Guest do?
It’s all about the cold hard facts.
The Boutique Guide Mystery Guest service doesn’t just include time spent at your property, it’s a complete overview of everything you’ve got to offer. We provide an in-depth analysis of your complete guest reservation process, hotel service, staff, and all related operations. This includes, but is not limited to:
Room amenities
Hygiene & cleanliness
Hotel amenities
Check-out process
Post check-out touchpoint
Online booking process (simplicity, ease, etc)
Digital impressions (photography, copywriting)
Marketing (branding, website, social media)
Check-in process
Staff knowledge, attitude & willingness to assist
We’re backed by a mix of behavioural science, tourism trends, creative strategy and good old-fashioned travel experience.
We take the time to explain your results.
And they’re not always pretty. But that’s the point, right?
As nice as it would be to hear only good things, you need to know the bad before you can create something better. Completely understanding your property is the first step to making a change. And we don’t just stop there. Once we’ve finished our assessments and feedback, we provide recommendations and strategies to overcome and to help solve any issues we uncover
BROWSE ALL OUR MYSTERY GUEST PACKAGES
Preventing a bad experience is cheaper than fixing one.
Our Mystery Guest service forms the basis of all our bespoke strategies. Our strategies are set to transform your property, guiding the introduction of new technologies, platforms, ideas, or strategies to improve your guest experience and create something iconic.
The solutions we provide are led by more than two decades of tourism and guest-facing experience, strategy-led skills, in-depth analyses and audits. Competition in the hotel industry is fierce. Your Mystery Shop is the first step to truly understanding why your guests stay with you, and why they keep coming back.
The Boutique Guide’s Mystery Guest service will help you:
Connect you with your guests
Provide competitive clarity
Manage brand reputation
Discover areas of staff development
Maintain quality control
Increase service standards
Understand your reviews - good and bad
Grow nightly rates and average nightly spend
Identify strengths and weaknesses
As we know, the guest experience is not only restricted to their journey whilst in your hotel, the experience begins long before they step foot in your front doors, and stays with them long after they check out. Our unique approach spans alongside this realistic outlook. We assist in creating demand, and helping you transform an average night stay into an iconic experience.
Let The Boutique Guide help you create iconic.