Hotel mystery audits in Mexico

Mexico serves two very different kinds of guest: the holidaymaker in a beach resort, often all-inclusive, and the business or cultural traveller in a city hotel. Each expects something different, and each needs its own set of standards.

Many Mexican resorts are large, with many restaurants, pools and activities, and run by international brands. A mystery audit shows whether the standard is delivered across all of them, and where a guest’s experience breaks down.

Guests come from the United States, Canada, Europe and Latin America, so language and the style of service matter. We match the inspector to your typical guest profile and market.

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.

Mexico 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.