We experience your property as a mystery guest, put our observations into context and show you, in prioritised recommendations, where you can improve your guest experience.
We work with hoteliers, general managers and owners of upscale hotels in Germany, Austria and Italy. We look at your property through a guest’s eyes – independently and from the outside.
Typical questions
The mystery guest audit provides the observations. The quality analysis puts them into context. The recommendations turn them into concrete next steps. The type and scope of our work together are agreed with you individually.
01 Observe
We experience your property through your guests’ eyes – discreetly, systematically and along the agreed stay. We document what we notice in a way you can follow.
02 Interpret
We put our observations into context, surface strengths and friction points, and bring the details together into a clear overall picture. We pay particular attention to:
03 Prioritise
From the analysis we derive recommendations that can be discussed and put into practice in daily operations – ordered by what should be tackled first.
We follow your guests’ journey. Which stages are reviewed in detail is tailored to your property and to what we agree.
Contact before arrival: enquiry, reservation and information.
The first impression on site and the check-in process.
Condition, cleanliness and details in the room during the stay.
Restaurant, breakfast and other services your property offers.
The last impression at check-out and the contact afterwards.
Not an official inspection or certification. An audit is a snapshot of the stay as experienced.
You tell us about your property, your guests and what you would like to find out. Together we clarify your questions and the areas that matter most to you.
We define which stages of the stay will be reviewed and where the focus lies. You receive the scope and price in a personal offer before you place the order.
We book the room ourselves and arrive anonymously and incognito – so the booking process is part of the assessment and the stay is as normal as possible. Depending on the agreed services and areas, it usually lasts one to three nights. We document our observations in a structured, anonymised way.
We put the observations into context, identify strengths and opportunities for improvement, and derive prioritised recommendations. Everything is set out in a written report – in English by default, in another language on request.
We discuss the report with you in person and agree the order of the next steps. The decision on implementation remains yours.
On request
We support you on the way from audit to implementation. A second audit then shows whether the changes are reaching your guests.
Not a general verdict, but a clear picture of your property from a guest’s perspective – with concrete pointers on where to start.
All results in one document – in English by default, in another language on request.
The key findings at a glance, concise and easy to follow.
What we experienced during the stay, recorded in a way you can follow.
What already works well and should be kept – and where guests experience friction.
Concrete measures in a clear order: what to tackle first.
We go through the results with you, answer your questions and set priorities together.
Individual points that can be adjusted with manageable effort during ongoing operations – such as information guests currently only receive when they ask.
Topics that affect several areas or processes and need more time – such as how information is passed between departments.
The following example is entirely made up and for illustration only. It does not describe a client case.
We do not promise any specific increase in revenue or ratings. The recommendations are meant to give you a sound basis for your own decisions.
Fabian Jakel spends around half of the year in hotels, for work and for pleasure. He looks at a property from two perspectives: as a guest and as an entrepreneur.
His focus is not on theoretical concepts, but on where guests notice a difference and which measures are genuinely feasible for your business.
More about Fabian JakelWe are happy to answer any further questions personally in the introductory call.
For the introductory call, an overview of your property and what you would like to find out is enough. For the audit itself, we need the agreed information and a contact person. Anything beyond that depends on the agreed scope.
Depending on the services and areas you choose, one to three nights are usually needed.
No. Which stages of the stay are reviewed is tailored to your property and your questions, and set out in the offer.
Not by default. The stay is anonymous and incognito, so that everything runs as normally as possible.
We always book the room ourselves, directly. This lets us assess the booking process as well and ensures the stay genuinely remains anonymous.
No. Individual employees are not specifically observed, and no audio, photo or video recordings of employees are made. Documentation is generally anonymised and serves to assess service quality and processes – not to create employee profiles.
An audit is a snapshot: it shows what was experienced during the stay. It does not automatically follow that observations apply permanently or in every comparable situation. That is exactly why we put observations into context and mark subjective impressions as such.
You receive a written report as a PDF and a personal discussion of the results. The report is written in English by default, and in another language on request.
Yes. We support you on the way from audit to implementation. We also offer a second audit to check whether the changes are reaching your guests.
No. This is independent consulting, not an official inspection or certification. Whether and how you implement recommendations is your decision.
We treat your property’s non-public information as confidential – for example internal processes, key figures or quality issues. If required, a separate confidentiality agreement can also be concluded for a project.
You receive the price in a separate, personal offer before you place the order. It depends on the services and areas you choose; all prices are net plus VAT. A flat rate for travel and accommodation costs can be agreed and is also stated in the offer.
Details are set out in our Terms & Conditions.
Want to know how your hotel comes across from a guest’s perspective? Tell us about your property and your goals – we will get back to you personally.