Audit Services for Hotels
That Take Quality Seriously
From a discreet mystery guest visit to a full online reputation overhaul — we offer the audit services that leading hotels use to stay ahead of their competition and keep guests coming back.
Mystery Guest Audit
Our trained auditors stay at your property as real, paying guests — without any announcement to your team. They use every service, from online booking through to check-out, and document exactly what a genuine guest experiences at every touchpoint.
The result: an honest, detailed picture of your guest experience that internal inspections can never provide, because your team behaves differently when they know they're being observed.
- Full stay audit: booking, arrival, check-in, room, F&B, housekeeping, checkout
- Staff interaction scoring against your brand standards
- Photography evidence of findings (rooms, public areas, F&B)
- Competitor benchmark comparison (5 comparable properties)
- Detailed written report with scoring and specific recommendations
- Optional follow-up: staff debrief and coaching session
Online Reputation Audit
Your hotel's online presence is its first impression — and most hotels are losing bookings before a guest ever makes contact. We audit every channel guests use to research and book your property, and tell you exactly what is costing you conversions.
This service is available as a standalone report or as part of a combined mystery guest + online audit package. The free online tool on our website provides an instant initial snapshot.
- Google Maps: rating, photo count/quality, profile completeness, local SEO
- Booking.com: score, description quality, photo audit, room category coverage
- TripAdvisor: ranking, certificate of excellence eligibility, review patterns
- Expedia, Hotels.com, Agoda (if applicable): consistency audit
- Website: first impression, booking flow, mobile experience, SEO basics
- Review management audit: response rate, tone, handling of negatives
- Competitor analysis: how you compare to your 5 nearest competitors
Photo & Visual Audit
Photos are the single most powerful conversion driver for hotels on OTAs. Research shows that a hotel with 40+ high-quality photos receives 150% more bookings than one with 10 mediocre photos — even with an identical price and rating.
We conduct a systematic audit of every photo in every channel: scoring quality, identifying gaps, benchmarking against competitors and providing a specific brief for what to photograph and how.
- Photo count and quality score per channel and per room type
- Primary photo analysis (this is your most important single asset)
- Coverage gap report: which room types, amenities and areas are missing
- Competitor comparison: photo volume and quality vs your 5 competitors
- Photography brief: room-by-room shot list with styling notes
- Estimated impact: projected rating and CTR improvement from fixes
Debrief & Coaching
Audit findings are only valuable if they change behaviour. Our coaching sessions translate mystery guest and online audit results into practical improvements for your team — without blame, without embarrassment, and with full buy-in.
We work directly with your front desk, F&B and housekeeping teams in formats that respect their time and intelligence. The result is a team that understands what guests actually want — not what management assumes they want.
- Management debrief session: presenting findings, prioritising actions
- Front desk coaching: check-in/checkout standards, upselling, complaint handling
- Review response training: tone, speed, handling negatives, templates
- F&B service standards: from greeting to bill presentation
- Housekeeping standards: what guests actually notice and write about
- 90-day improvement tracking with quarterly re-audit option
Which service is right for you?
Most hotels start with the free online audit, then move to the mystery guest visit. Combined packages offer the best value and the most complete picture.
| Feature | Free Online Audit | Mystery Guest | Full Package |
|---|---|---|---|
| Google Maps analysis | ✓ | ✓ | ✓ |
| OTA photo audit | Basic | ✓ | ✓ |
| Review response audit | ✓ | ✓ | ✓ |
| Competitor benchmarking | 3 competitors | 5 competitors | 10 competitors |
| In-person mystery visit | ✗ | ✓ | ✓ |
| Staff interaction scoring | ✗ | ✓ | ✓ |
| Photo evidence | ✗ | ✓ | ✓ |
| Staff coaching session | ✗ | Optional | ✓ Included |
| 90-day roadmap | Basic | ✓ | ✓ |
| Price | Free | Free first visit | Contact us |