Frequently asked questions.
Costs, inspectors, protecting your staff, timing and method: answers to the questions owners and managers ask us most often.
An anonymous assessment by an inspector who genuinely lives the guest experience, from booking to check-out, and turns it into a report with evidence, scores and actions.
Reviews tell you something went wrong, often weeks later. An audit tells you where, why and what to change, with evidence observed against a scorecard defined before the mission.
Out-of-pocket expenses are added to the fee: room, meals, travel and city tax. Our Pricing page gives an estimate by hotel category; every quote states estimated expenses and a cap, above which expenses are on us.
No. The room booked by the inspector is revenue for your property: your real cost is only the variable cost (cleaning, laundry, breakfast). The exceptions are OTA commission, if the booking goes through a portal, and city tax.
Yes, with InnCheck Contact (from €290): mystery email, phone call, a direct booking attempt and a review of your website and OTA listings. If you book an audit with a stay within 60 days, the amount is credited.
Professionals with real hospitality experience, trained in the InnCheck method and chosen by guest profile and property type. We never assign missions to people working for competitors, and the same inspector never visits the same hotel twice in a row.
No. We measure processes and service standards, not individuals. We never design “trap” scenarios, and results are intended for training, organisation and recognising people who do a good job.
An InnCheck audit is an organisational quality tool, not a way to monitor individual employees, which is why it contains no names. We suggest telling your team, in general terms, that the property runs periodic external quality audits: it increases transparency without compromising the anonymity of each visit.
Not during the individual visit, which is anonymous so that we capture the service the guest actually receives. Staff may know, in general, that the hotel uses periodic external audits.
The inspector writes the first draft; our central team reviews it for consistency, quality of evidence and clarity of recommendations before delivery.
Critical issues arrive in a flash report within 48 hours of the end of the stay. The full report follows within 10 working days for Express, 3 weeks for Standard and 4 weeks for Premium.
If the report contains fewer than 10 concrete, prioritised actions, we refund the fee.
Our method references UNI 11312, the Italian standard on mystery audits: mission design, observation criteria, evidence handling and reporting.
Yes. With a competitor audit we visit a competing property in Express format and read it with the same scorecard as your hotel, so the comparison is like-for-like.
It depends on your goals. Many hotels run one at the start of the season, when the team is new, and a re-check after 3–6 months to measure progress. The annual programme combines these steps at a lower price.
Yes, with a harmonised scorecard across properties, internal comparison and discounts of 10% for 3 to 5 properties and 15% for 6 or more.
Yes. Reports can be delivered in English or Italian; just tell us your preference when requesting a quote.
Three commitments, written into every quote.
You know the total cost before we start. During the audit no individual is put on trial. Afterwards you get concrete actions: if there are fewer than ten, we refund the fee.
Still have questions?
Book a 15-minute call: we’ll answer everything, even if you then decide not to go ahead.