Guest Experience Review
An experienced outside perspective on the guest journey, from first impression to final departure.
An independent review for luxury hotels and resorts, examining how the experience guests encounter reflects the property's positioning and promise. It identifies friction, inconsistencies and missed opportunities, leaving management with clear priorities for what to change first.
When an outside perspective is useful
Sometimes there is a specific concern. Sometimes a property is performing well, but management wants a clearer view of what could be stronger. A review can be particularly useful following an opening, refurbishment or repositioning, ahead of a new season, or when recurring feedback leaves questions about what needs to change.
It also offers a fresh perspective when departments appear to be working well individually, but the experience between them feels less consistent. Guests experience one property. Their impression is shaped by how its people, spaces and services work together.
What the review considers
Discovery and pre-arrival
How the website, booking journey and communication set expectations, explain the offer and prepare the guest for the stay.
Arrival and the stay
The first impression, room experience, housekeeping, service interactions and departmental handovers, including how requests are understood and followed through.
F&B and additional experiences
The clarity, atmosphere, service and guest relevance of the selected dining and leisure experiences, and how effectively they are connected to the wider stay.
Departure and the continuing relationship
How the stay concludes, how post-stay communication is handled, and where opportunities to encourage a return or deepen the relationship may be overlooked.
Across the journey, the review considers whether the experience supports the intended brand positioning, and where relevant opportunities to personalise, explain or sell the offer are being missed.
The perspective behind the review
I conduct each review personally, drawing on senior experience across luxury hospitality brand, marketing, sales and business development. My focus is on what the guest encounters, what shapes their perception, and what that means for the business.
An interaction may meet a service standard yet leave a guest uncertain about what is available.
A restaurant may be well run yet poorly introduced to hotel guests.
These connections between brand, communication and experience are central to the assessment.
About Gretel →The standard scope
- Guest-facing digital and pre-arrival assessment.
- A two-night stay, experiencing one room category.
- Breakfast assessment plus two selected F&B outlets. Where a property has one restaurant, two different services can be assessed instead.
- One agreed additional experience, such as a spa treatment or organised activity.
- A written report with findings and prioritised recommendations.
- An optional online management briefing of up to 60 minutes, included in the fee.
The professional fee is for the review itself: the time on property, the assessment and the report. It does not include the room, or the F&B and experiences consumed during the stay. These are agreed separately, typically hosted by the property or reimbursed at cost.
Properties with more restaurants to assess, additional room categories, a longer stay for a larger resort, or a more detailed review scale the scope, and the fee, accordingly. The scope and fee are confirmed before work begins.
What you receive
A concise written assessment explains what is working well, where the guest journey loses clarity or consistency, and which changes deserve attention. Specific observations support the findings, with their implications for guest perception, brand delivery and commercial opportunity.
Recommendations distinguish immediate improvements from changes requiring further consideration or investment. Where a finding needs more evidence, this is made clear. The included management briefing offers an opportunity to discuss the report, clarify recommendations and consider priorities.
How it works
Questions about the review
How does this differ from mystery shopping?
The review is not a traditional mystery-shop checklist. It is a senior-level assessment of how effectively the intended brand experience is being delivered in practice. It considers the connections between guest expectations, communication, service and commercial opportunities, with recommendations shaped around the property.
We already conduct brand audits. What does this add?
Brand audits establish whether defined standards are being met. This review provides a complementary perspective on how the selected parts of the journey work together and how the overall experience reflects the property's positioning. Existing audits and guest feedback can inform the brief where useful.
How much involvement is required from our team?
An initial briefing and a nominated contact are needed to agree the scope and practical arrangements. Existing information may be requested where relevant. The assessment is then carried out independently, with any further input agreed as needed. The management briefing is optional.
Can the visit be anonymous?
Yes, where appropriate. Booking, payment and communication arrangements are agreed in advance to support the purpose of the review.
Does the review cover every part of the property?
The standard scope covers the agreed journey, room category, dining and additional experience. Findings reflect the visit and available evidence. They do not imply that every outlet, room type, shift or service has been tested. For properties requiring wider coverage, the scope is agreed before commencement.
How does this relate to the Digital Presence Review?
The Digital Presence Review covers the online journey only and is conducted remotely. This review adds the on-property stay. The two can be commissioned separately or together.
Is the review confidential?
Yes. The assessment and findings are shared confidentially with the agreed client recipients. Client engagements are not published as case studies.
How long does the review take?
The on-property assessment takes place over two nights, with research and pre-arrival assessment beforehand and analysis afterwards. The written report delivery date is confirmed before commencement, taking account of the agreed scope and post-stay follow-up.
Does this require a longer engagement?
No. The review is a standalone engagement with a defined scope and fee. Further advisory support is available if requested, but is not required to make use of the findings.
Discuss a review
To discuss a review, send the property name or website, what you would like the assessment to help you understand, and your preferred timing.
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