Hotel mystery audits in the USA

The United States has some of the largest hotel brands in the world, and a very wide range of properties, from resorts to urban high-rises to small independent hotels. Brands rely on brand standards to keep a guest’s experience the same from one hotel to the next.

For a brand or an owner with many properties, the main question is consistency: are standards delivered in every hotel, and which ones are not? A programme of independent audits against the same standards answers it, with results that can be compared property by property.

It is also an independent alternative to public ratings: a tool for your own management, with findings that become action plans your teams can close. See how it compares in our page on a Forbes mystery shop alternative.

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.

The USA 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.