Mystery Research

We carry out mystery research projects for you, such as mystery shopping, customer surveys, mystery calls, test travelling, store checks and other quality tests – tailored to the specific needs of your company.

 

Hotel Mystery Checks

The service quality of hotels is checked with hotel mystery checks. Qualified test persons stay overnight at the different locations anonymously and test various service criteria following a test catalogue, individually designed for each establishment.

The customer that orders a hotel mystery check has the opportunity to get an insight into the quality of service of his business from a hotel guest’s point of view.

Since hotel accommodations mostly include the possibility for board, i.e. breakfast and meals, the mystery checks for hotels largely correspond to the gastronomy tests(see test dining).

Furthermore, tests with regard to room only accommodation are conducted. This generally includes web presence and online booking options.

The most important quality criteria to be checked are:

Quality test criteria for service:

  • Procedure for room reservations (via phone or online)
  • Handling of complaints
  • Accessibility for people with disabilities
  • Acceptance of children (Additional cots, bathroom stool, etc.)
  • Additional service (spa, solarium, gym, massage, sauna, swimming pool, laundry / dry cleaning, etc.)
  • Service for non-smoking guests

Quality test criteria for personnel:

  • Reception and greeting of hotel guests
  • Friendliness / courtesy
  • Helpfulness (luggage, information, etc.)
  • Willingness to help regarding wishes or quesions
  • Inquiries regarding further wishes and satisfaction
  • Payment procedure, payment options
  • Leave-taking

Quality test criteria for room amenities:

  • Atmosphere, design, smell
  • Convenient configuration (luggage racks, coat hooks, shelves)
  • Cleanliness / housekeeping, hygiene
  • Beds (sleeping comfort, linen, illumination, etc.)
  • Bathroom design (facilities, configuration, storage shelf, illumination, etc.)
  • Climate control (heating, air conditioning system)
  • Other amenities (minibar, TV set, internet access, telephones, safe, etc.)
  • Instructions and manuals (TV set, air con system, room service, etc.)

Quality test criteria for hotel infrastructure in general:

  • Atmosphere, design, smell
  • Convenient configuration
  • Cleanliness / housekeeping, hygiene
  • Parking (parking lot, underground parking)
  • Information, signposting, notices
  • Staircase, lift
  • Lobby provisions (reading material, TV, etc.)