01
Your hotel when you’re not there
Service changes when the owner or GM is around. The audit shows an ordinary day, the one your guests actually live.
Mystery Guest · Hospitality Audit
We see your hotel the way your guests do.
A selected inspector stays with you as an ordinary guest, from the first email to check-out. You receive what works, what gets lost along the way and what to do over the next 90 days, with the total cost stated before we start.
No staff names in reportsFlash report in 48 hoursReports in English or Italian
Independent audit · Italy
Experience is invisible. We make it measurable.
Why an anonymous audit
What reviews won’t tell you.
A review arrives late and tells you something went wrong. An audit shows you where, why and what to change, before it becomes a review.
02
The cause, not just the symptom
“Disappointing breakfast” tells you nothing to fix. A buffet left incomplete for 14 minutes at peak time does.
03
Revenue left on the table
Pre-arrival emails answered the next day, a spa never mentioned at check-in, upgrades never offered: lost sales, not details.
Method
From briefing to action plan.
Briefing and objectives
Scope, scenarios, deliverables and an expense cap, agreed in writing.
Inspector selection
Hospitality background, matched to your guest profile, with no ties to competing properties.
The stay
A real guest experience, from booking to departure. Photos of spaces only, never recordings of staff.
Flash report within 48 hours
Critical issues reach you immediately.
Central review and full report
InnCheck Index, evidence and a 30/60/90-day action plan. The method references Italian standard UNI 11312 on mystery audits.
Pricing
Clear prices. Expenses too.
Fees per mission and per property, VAT excluded. Out-of-pocket expenses (room, meals, travel, city tax) are extra, estimated in the quote and capped.
Quick diagnosis
Express
€890
- One-night test stay
- Flash report within 48 hours
- Executive summary of about 6 pages
- Full report within 10 working days
Most chosen
Standard
€1,690
- Two-night test stay
- Full guest journey, first email to check-out
- 15–20 page report with InnCheck Index
- 30/60/90-day action plan
- 60-minute video debrief
360° analysis
Premium
€2,690
- 2–3 nights depending on the property
- Online reputation and digital promise
- One competitor reviewed remotely
- On-site presentation of results
- 12-month action plan and KPIs
No stay needed to start: InnCheck Contact (€290–390) tests email, phone and direct booking, plus your website and OTA listings. Also available: re-check from €590, competitor audit +€790, annual programme €3,190, group discounts from 3 properties. Guarantee: if the report contains fewer than 10 concrete, prioritised actions, we refund the fee.
Our commitments
Three commitments, written into every quote.
You know the total cost before we start. No individual is singled out during the audit. And you get concrete actions: if there are fewer than ten, we refund the fee.
Expense capagreed before the mission
0 namesof staff in our reports
10 actionsor your fee back
No. We measure processes and service standards, not individuals, and we never design “trap” scenarios.
No. The inspector’s room is revenue for your property: your real cost is only the variable cost of the room, plus any OTA commission and city tax.
Yes. Reports can be delivered in English, with a harmonised scorecard across properties and group discounts from three properties upwards.
Critical issues within 48 hours of the stay; the full report within 10 working days (Express), 3 weeks (Standard) or 4 weeks (Premium).
Contact
Tell us about your hotel.
We reply with the most suitable format, the fee, estimated expenses and a cap. You can also write to info@inncheck.it.