What does a mystery guest do?

Mystery Guest is used for an objective evaluation of business transactions from the customer's point of view in the hotel, catering, and system gastronomy sectors, in which the tester (mystery shopper) physically tests on site, always on the basis of real test scenarios, and usually purchases a product or makes use of ...



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THE MYSTERY GUEST IS A KEY TOOL TO MAINTAIN SERVICE EXCELLENCE AND IMPROVE THE REPUTATION OF A HOTEL. AND THESE LAST ARE ESSENTIAL ASPECTS IN THE HOTEL INDUSTRY. BECAUSE THIS IS A MARKET WHERE EACH ESTABLISHMENT STRIVES TO PROVIDE AN EXCEPTIONAL EXPERIENCE TO ITS GUESTS.

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Hotel rooms can be isolated and present safety risks for meeting a stranger. Meeting someone for the first time can be nerve-wracking, but meeting in a hotel room can add unnecessary risk. Hotel rooms can be isolated, making it difficult to escape if things go wrong.

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Hotels typically have a policy in place to ensure that guests are not bringing extra people into their rooms. This is usually done by having the guest sign an agreement at check-in stating how many people will be staying in the room and requiring them to show identification for each person.

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By creating a customer journey map, hoteliers are better equipped to identify critical gaps in the current state of the property's guest experience, enabling them to pinpoint specific opportunities for improvement.

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