Mystery Check

the best way to check your own quality

The mystery check in the hotel industry is a method of checking service quality and guest satisfaction in which an unannounced, anonymous auditor (the "mystery guest") visits the hotel to evaluate various aspects.

Here are some possible steps that could be taken as part of a mystery check in the hotel industry:

Reservation and booking:

The Mystery Guest could make a booking through the hotel's website to check the usability, availability and accuracy of the booking information.

Check-in process:

The guest could arrive without prior notice and evaluate the check-in process, including the friendliness and efficiency of the reception staff.

Room quality:

The mystery guest could check the room for cleanliness, comfort and amenities.

Service in the room:

The guest could use room service to evaluate the speed, accuracy and quality of the services provided.

Restaurant and gastronomy:

The mystery guest could dine at the hotel restaurant to judge the quality of the food, service and atmosphere.

Spa and wellness area:

If the hotel offers such facilities, the guest could use the spa and wellness area and evaluate the services and cleanliness.

Leisure facilities:

If the hotel has recreational facilities such as a pool or gym, the guest could use and rate them.

Check out process:

The Mystery Guest could rate the check-out process, including the friendliness and efficiency of the reception staff.

Overall impression and guest experience:

The Mystery Guest could rate the overall impression of the stay, including service level, cleanliness, ambience and other relevant factors.

Feedback and reporting:

After the visit, the mystery guest would write a detailed report highlighting the positive aspects and providing constructive feedback on possible improvements.

It is important that the mystery guest acts as objectively and professionally as possible and adheres to clear evaluation criteria. The feedback from a mystery check can then be used to improve service quality and increase guest satisfaction.