Mystery Check

“Think like the customer thinks – see what the customer sees.”

The Mystery Check gives you an unique opportunity of seeing your hotel from the guests’ perspectives and making objective evaluations. Selected, trained TUI specialists with experience in the hotel industry thoroughly document the quality standards of all services and facilities and recommend valuable improvement measures.

Content

  • Audit based on a TUI criteria catalog with 2,500 questions
  • Documentation of all standards from check-in to room furnishings, staff, service areas and even garden areas
  • Evaluation of the individual categories to a standardized scoring system
  • additional photo material and detailed descriptions
  • Concrete recommendations

Facts Modul A

  • Detailed preparation based on quality data and websites
  • Three-day visit of the tester
  • Written and photographic documentation and analysis
  • In person discussion of the results on-site
  • Detailed final report of approx. 150 pages

Facts Modul B

  • In addition to Module A
  • Three-day follow-up visit within six months
  • Review of measures implemented since last Mystery Check
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Our Analysis Tools

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References

“Please allow me to repeat my thanks, this check was simply wonderful. The lady checker also deserves quite special praise, as she was very professional and really had an eye for detail. On the basis of this check we will now be introducing improvement measures. I therefore wanted to ask if we can count on having another test in six months to see how well the hotel has performed?” Christoph Maximilian Schlatter, Hotel Laudinella

INTERVIEW WITH OUR EXPERTS REGARDING THE MYSTERY CHECK

What is your experience with the Mystery Check? 

It is very important for the Mystery Checker to provide detailed data, i.e. photos, concrete experiences or observations. The Mystery Check reports are therefore very extensive documents, which also contain many recommendations.

In your opinion, what is the main focus of the Mystery Check? Is it the famous dust finger? 

A Mystery Check not only checks the cleanliness of the hotel. A considerable number of satisfaction factors are scrutinized – service, gastronomy or the condition and equipment of the establishment are also important. Further factors of the check are, e.g. security, entertainment or child friendliness.

What is the biggest added value for the hotel?

A Mystery Check creates awareness of the perspective of guests with respect to management and employees. If the results and photos of the Mystery Check are made available to all departments, this has, in my experience, a great impact on all employees and usually leads to changes.

What do you think is the biggest challenge for a Mystery Check? 

A Mystery Checker must be well-organized to be able to check all areas and services of the hotel in the given time, complete the very extensive checklists and prepare a meaningful presentation for the final briefing with the management. He always has to act like a normal guest.

What was your best/funniest experience during a mystery check?

Sometimes I can see that recommendations are implemented or deficiencies remedied directly after the final briefing with the management. Often after a MC I have a look at the guest satisfaction ratings for the hotel and am happy to see they have risen.

What happens if your real role is discovered?

That has never happened up to now, even not in hotels that are often subject to a Mystery Check.