Mystery Guest Experience Visit
What you communicate should also be felt.
With the Mystery Guest Experience, I step into the shoes of your guest.
From the first online impression to the moment the guest leaves your location.
I examine whether the story you tell on your Instagram and website aligns with the real experience on-site and where you can make a meaningful difference in guest experience, service, and hospitality.
ONLINE VISIT
Instagram & Website
What promise are you making to your guest?
Analyse:
The look, feel, and tone of voice of your Instagram and website
The atmosphere, imagery, and language you use
The expectations this creates for your guest
Reservation Experience
I assess how the first point of contact unfolds and the impression it leaves.
What does your brand communicate online, and what does a guest expect to experience as a result?
On-Site Visit
The experience in the moment
During the visit, I assess the complete guest experience:
Arrival & Welcome
First impression
Greeting and attentiveness
Product
Quality and presentation
Alignment with expectations
Service
Attitude, timing, and communication
Professionalism and engagement
Experience
Atmosphere, energy, and details
The feeling the guest leaves with
This is where promise and reality come together.
Advisory Report
Clear, honest, and actionable
After the Mystery Guest Experience, you receive a personal advisory report outlining:
What works well
Strengths within the guest experience
Elements to preserve and reinforce
What can be improved
Clear areas for improvement
Moments where the experience weakens
How to improve it
Practical and achievable actions
Concrete recommendations aligned with your brand and team