A clear method, before any judgement.
To be useful, a mystery audit must be designed rigorously. InnCheck combines fieldwork with a central review of every deliverable, using the Italian standard UNI 11312 on mystery audits as its reference.
From brief to final report.
Briefing and objectives
Property, services to observe, scenarios, expected outputs and expense cap.
Inspector selection
Matched to guest profile and property type, excluding anyone with ties to competing properties.
The stay
A real guest experience, evidence gathering and observation of the agreed touchpoints. Photos of spaces and amenities only.
Flash report within 48 hours
Critical issues reach you straight away, without waiting for the full report.
Central review
Our central team checks scoring, consistency, completeness and readability.
Actionable delivery
A report with priorities and a 30/60/90-day action plan, plus a debrief with management where the format includes it.
We read the experience as a sequence, not a checklist.
Every touchpoint is read in context: the promise, the execution, the guest’s perception and a realistic path to improvement.
We measure service, not people.
A useful audit makes the team’s work easier, not tenser. That is why some rules apply to every mission and are written into the contract.
Written rules, the same for every mission.
An audit is credible when anyone re-reading it can see how every conclusion was reached.
Reference standard
Our method references UNI 11312 on mystery audits: mission design, observation criteria, evidence handling and reporting.
Evidence privacy
We photograph spaces and amenities; we never record audio or video of staff. Data stays confidential and is shared only with the client.
Conflicts of interest
No inspector works, or has recently worked, for a competing property. The same inspector never visits the same property twice in a row.
Want an audit tailored to your property?
Tell us about the property, your goals and the services to observe.