Improve guest satisfaction & protect your hotel rating with mystery visits
Our trained mystery guests assess every key touchpoint of your hotel, from booking and first contact to check-in, room experience, service, breakfast, facilities and check-out. You receive a clear, actionable report with scores and practical recommendations to structurally improve your guest experience.
- +175 countries
- +1M mystery shoppers
- Quick results
Request a tailored quote
- No-obligation
- Receive your quote within one business day
No-obligation
Receive your quote within one business day
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Why choose a mystery visit?
Our trained mystery guests assess every key touchpoint of your hotel, from booking and check-in to the room, facilities, service and check-out. You receive a clear report with scores and practical recommendations, giving you valuable insight into your service quality and the opportunities to structurally improve the guest experience.
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Objective & independent
We map out the customer journey and determine the key touchpoints of your hotel.
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In-depth reports
Clear insights, scores and practical recommendations.
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Measurable improvements
Focused actions that lead to measurable and lasting results.
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20+ years of experience in hospitality
Expert knowledge of hotels, service and guest expectations.
From visit to improvement
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Intake & objectives
We map out the customer journey and determine the key touchpoints of your hotel.
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Mystery visits
Our trained mystery guest experiences and assesses the complete customer journey of your hotel.
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Reports & evaluation
You receive a clear report with scores, detailed findings and practical recommendations.
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Actions & improvements
Together, we translate the insights into focused actions for measurable and lasting improvement.
Results of mystery visits
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+0.8
Higher review scores
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+15%
Increase in guest satisfaction
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+10%
More repeat bookings
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50+
Hotels supported across Europe
Frequently asked questions
What is a hotel mystery visit?
During a hotel mystery visit, a trained mystery guest stays at your hotel as a regular guest. They assess the complete guest journey, from the booking process and first contact to check-in, the room experience, facilities, breakfast and check-out.
Which aspects of our hotel are assessed?
The assessment can include staff friendliness, response times, cleanliness, service quality, hospitality, atmosphere, upselling opportunities and the extent to which your hotel delivers on its brand promise. The exact areas of assessment are tailored to your hotel and objectives.
Will our employees know about the mystery visit?
No. The mystery guest behaves like a regular hotel guest, allowing us to assess the service and guest experience as they naturally occur. The visit remains anonymous so that the results provide an accurate and realistic picture.
What will we receive after the mystery visit?
You will receive a clear and actionable report containing the mystery guest's findings, scores and practical recommendations. The report highlights both areas of strength and opportunities to improve the overall guest experience.
Can the mystery visit be tailored to our hotel?
Yes. We map out your customer journey together and determine the key areas to assess. The visit can be adapted to your hotel concept, brand standards, service promises and specific improvement objectives.
Can a mystery visit help with hotel classification?
A professional mystery visit can provide demonstrable insight into the quality of your service and the complete guest journey. For some hotel classifications, regular mystery visits may form part of the quality requirements for obtaining or maintaining a classification.
In which countries does HS Brands conduct hotel mystery visits?
HS Brands conducts hotel mystery visits across Europe, including the United Kingdom, the Netherlands, Belgium, Germany, Spain, Italy, Sweden, Norway and France. Please contact us to discuss the possibilities for your hotel or hotel group.