Hotel mystery audits in Cancún
Request a proposalGDI carries out independent hotel mystery audits in Cancún and the Riviera Maya. An inspector stays unannounced as an ordinary guest in your resort and measures the whole stay against your own brand standards, including all-inclusive service.
Hotel mystery audits in Cancún and the Riviera Maya
Cancún and the Riviera Maya have some of the largest resorts in the world, many of them all-inclusive and run by international brands. Hundreds of guests use the same restaurants, pools and bars every day.
In a resort of that size, the standard can differ from one restaurant or one shift to the next. A mystery audit shows where guests notice it.
This page is about Cancún. For the rest of the country, see our page on hotel mystery audits in Mexico.
What we check
The audit follows the whole stay in a Cancún resort.
Reservation and pre-arrival
Calls and emails tested before the stay: speed, accuracy and the way requests are handled.
Arrival and check-in
Welcome, luggage handling and the speed and warmth of check-in.
Rooms and housekeeping
Presentation, cleanliness and responsiveness.
Buffets, restaurants and bars
Buffets, à la carte restaurants, bars and in-room dining.
Beach, pool and entertainment
Beach and pool service, animation and activities.
Check-out
Speed, accuracy of the bill and the farewell.
How it works
Every audit is built around your own brand standards. An inspector with a hospitality background stays unannounced as an ordinary guest, usually for two nights, after your reservation calls and emails have been tested. Each standard is scored met, not met or not applicable, with critical standards marked.
After the audit we hold a debrief with your management team. Outstanding employees are named Star Employees and receive a GDI certificate, and every finding becomes an action plan in our software, which your teams assign, track and close. We match the inspector to your typical guest profile and market, and our inspectors are of 38 nationalities and speak 37 languages.
Cancún audits can be combined with brand standards and SOP development, back-of-house assessments and training. Read more about hotel mystery audits or our global reach.
Frequently asked questions
Do you audit all-inclusive resorts in Cancún?
Yes. All-inclusive service has its own standards, from buffets and bars to beach, pool and entertainment.
Do you audit resorts along the Riviera Maya?
Yes. Properties along the Riviera Maya can be audited against the same standards.
Does GDI audit hotels in Cancún?
Yes. GDI works in 108 countries, with hotels, resorts, hotel groups, cruise lines and airlines, and Cancún is one of the places we are asked to audit.
Can you use our own brand standards?
Yes. Every programme is built around your own brand standards and SOPs, with up to 1,200 standards depending on the property.
Elevate your hotel’s standards with GDI
We would be delighted to show you how our audits, standards, training and software work together for your properties.