Hotels and resorts
Does the stay feel like the rate?
Hotels already audit brand standards. We ask a different question: does the whole stay feel worth the rate, from the booking confirmation to the check-out message, and where does it read below the price? Independent, unannounced, and graded against your class.
What we examine
| Touchpoint | What we look at |
|---|---|
| Before arrival | Booking, confirmation, pre-arrival messages, transfers |
| Arrival | Doors, bags, recognition, the check-in wait |
| The room | First impression, scent, sound, light, the details guests touch |
| Food and drink | Breakfast, in-room dining, bars and restaurants |
| Requests | How a request or complaint is handled and closed |
| Departure | Check-out, the bill, the goodbye, the message afterwards |
What you receive
A confidential, graded report: each touchpoint marked Generic, Considered, Distinct or Signature against the class you sell at, five readings across the whole experience, the evidence behind every finding, critical issues flagged at once, and the smallest changes that would lift the experience, in order of priority. The report is yours whether or not you continue.
Confidential. We never publish our clients. Every engagement is confidential, and the credit is always the client's.
See a sample reportQuestions
We already have brand-standard audits. Why another assessment?
Brand audits check compliance with your standards. We assess whether the stay, as a whole, feels worth the rate, and whether the standards themselves are the right ones.
Do you assess boutique and independent hotels?
Yes, and they often benefit most, because they rarely have a group quality team checking the experience.