Accommodation Mystery Shop


One poor guest experience can result in no repeat visits to the hotel and possibly visits to the whole chain by their whole village – everyone has a ‘village’ of family, friends and business colleagues the ‘village principal’ they tell about their experience, both good and bad

Is brand loyalty being recognised and rewarded? – If not, rest assured competitors who deliver the VIP experience will ‘port’ your guests

How do you make sure each and every guest experience a memorable one? – The answer is Mystery Shopping reports, to measure the consistency of customer courtesy, housekeeping, and those little touches that make the experience special – The answer is KPI Mystery Shopping

Our clients attest to us having the best Mystery Shopping programs in the Australian and New Zealand market. When evaluated side by side with other Mystery Shopping providers, the KPI Mystery Shopping offering is the standout in terms of accuracy, unrivalled detail and value for money.

Each Mystery Shopping report (Also known as a Mystery Guest reports) features a detailed commentary of 500+ word for each stage of the journey i.e. The Booking experience, The Housekeeping experience, the Dining experience, the Loyalty experience etc, individual checkpoint scoring for each section supported by highly communicative KPI metrics depicting the individual hotels trending over the last 12 cycles (full year based on monthly reports) for sectional as well as every checkpoint outcome on the report.

At the end of each cycle consolidated group results featuring vertical and horizontal analysis is presented in a customised suite of group consolidated reports. These reports are customised to the client’s exact specifications and are designed to require little or no reworking on the part of the client so reports can be sent directly to the executive and other stake holders.

When individual location reports are completed they are posted online and secured by password allowing for authorised access only on as many hierarchical levels as are required.

What sets us aside from the majority of other providers is the level of detail we put into the sectional commentaries for each report. The expansive narrative details every facet of the interaction between the guest and team members during the visit. The extraordinary feedback resulting from these detailed commentaries, along with a customised set of checkpoint outcomes from which the visit is scored, makes our Mystery Shopping reports unique in the market for their superior feedback and more importantly, along with targeted training are a tangible driver of increased yields.

The quality and accuracy of our Mystery Shopping reports is another significant edge we have over other providers. With the generous accommodation reimbursement plus some other expenses covered these assignments are highly sought after and we can choose the very best of our mystery shoppers to carry out these visits.

Key Features of our Program


National & International coverage (Australia, New Zealand and parts of the Asia Pacific)

Report Types

We offer singular or combined Mystery Shopping reports including hotel visits, call centre phone calls and online form enquiries

Our shoppers

The generous visit reimbursement levels plus extensive training given ensures the quality and accuracy we demand of our Mystery Guests


Our highly detailed commentary in every report gives all important context to the scoring – beware! Of score based/limited commentary model reports as they are highly dangerous as they can accidently destroy careers and hurt team morale

Historical Results

Historical results are shown on each individual hotel’s report, right down to checkpoint outcome level – perfect for time poor executives who can now quickly absorb trending and focus on the important issues of location performance compared to the rest of the group

Accommodation Mystery Shopping

Would you like to have a chat about how our program will work with your business?