Sectors
Hotels
The guest experience is composed of multiple interaction moments extending from first reservation contact to check-out. Consistency between those touchpoints is decisive for reputation, loyalty and the reviews the guest will leave at the end of their stay.
The complexity of the hotel experience
Unlike other sectors where the experience concentrates in a limited moment, the hotel experience extends over time and crosses multiple departments and teams. The guest interacts with reservations, reception, housekeeping, restaurant, concierge and other services, each with their own processes and standards.
This complexity makes inconsistencies difficult to detect and even more difficult to correct systemically. A guest can have an excellent check-in experience and a poor restaurant experience at the same hotel. Overall perception will integrate both, but the operational problems that generated them are in different departments.
Hotel experience evaluations provide a complete view of the guest journey, identify which touchpoints show the most significant gaps and prioritize interventions with the greatest impact on experience and reputation.
What we evaluate
Online and phone reservation process: ease, response times, quality of information provided and confirmation.
Quality of service across all pre-arrival phone contacts: reservations, inquiries, special requests.
Arrival process: wait time, greeting quality, procedure efficiency, facility presentation and guest's initial impression.
Response to requests, staff availability, room service quality, cleanliness and service in common areas.
Departure process: efficiency, account review, discrepancy handling and farewell. Check-out is the last memory the guest takes with them.
How the hotel responds to a complaint or problem: speed, attitude, proposed solution and follow-up to ensure guest satisfaction.
Applicable solutions
An evaluator stays at the hotel as a real guest and evaluates the complete experience from reservation to check-out. Allows observing all touchpoints under normal operating conditions.
Structured evaluations that can cover specific aspects of the guest journey or the complete experience, with comparable indicators between chain properties.
Qualitative research with guests to understand what they value, what generates satisfaction, what generates disappointment and what factors influence loyalty and recommendations.
Definition of experience criteria for each touchpoint, ensuring all teams and departments operate under the same quality parameters.
What experience does your guest really receive?
A mystery guest evaluation provides a complete view of the real journey and identifies the touchpoints with the greatest impact on satisfaction and reputation.
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