Real Feedback. Real Improvement

“Discreet Mystery Guest audits and actionable feedback to help you deliver exceptional guest experiences — every time.”

What We Do

We Visit Like Real Guests

Our experienced mystery guests stay at your property, using every service from check-in to check-out — just like any paying guest.

We Protect Your Brand

All our audits are fully confidential and discreet. Your team won’t feel pressured — they’ll just keep doing what they do best.

We See What Others Miss

We notice the small details that make a big difference — the things your guests remember and write about in reviews.

Benchmark Against Industry Standards

We don’t just give you scores — we show you how you compare to other hotels like yours. This helps you see exactly where you stand and what you can do to stay ahead of the competition.

We Deliver Actionable Insights

You get a detailed, easy-to-understand report with clear recommendations, not generic tick-box surveys.

We Help You Grow
Our work doesn’t stop at one visit — we’re here for regular check-ups, progress tracking, and coaching if you want it.

Action

A man taking a selfie on a city street with cars passing by, palm trees, and buildings under a blue sky.
Two men taking a selfie in front of a sign that reads "Premier Inn," with a moon and star logo.
A woman lying on her back on a ledge in front of a rock formation and waterfall with a sign that reads "Hambo" and "Las Vegas" in pink and white letters.
A man standing outside the entrance of a hotel, giving a thumbs-up, with a bright red illuminated sign that reads 'Hello Hotels' on the wall next to him. The entrance has a revolving door decorated with some greenery, and there are potted plants near
Two people standing near the entrance of Sakura Teppanyaki Restaurant with a wooden lattice door and a wooden wall. One person is opening the door while the other is waiting.
A man taking a selfie on a crowded European city street with historic buildings and a clock tower in the background.
Selfie of a man taking a photo outside the Hotel Central Basilica, with a gray building, a Ukrainian flag, and a sign featuring a city icon in the background.
A man is standing outside a hotel with a black chalkboard menu and a yellow hotel sign. The man is wearing a black cap, sunglasses, a green T-shirt, and a blue backpack.
A man with glasses and a beard wearing a green sweater, sitting at a table in a restaurant.
Older man wearing a white shirt, red GAP cap, and sunglasses hanging on his shirt, sitting at a table with a plate of fries, a large drink with lemon and a straw. Behind him, a bald man with tattoos in a green shirt and blue shorts is seated at anoth

Why choose us 

Get started today and see your hotel through your guests’ eyes — risk-free.”

  • Request your complimentary first mystery guest visit — no strings attached. We’ll learn about your hotel’s brand standards and goals.

  • One of our trained mystery guests stays at your hotel, using all your services just like a real guest would — reception, room, F&B, housekeeping, everything.

  • You receive a clear, honest report showing what works well and where you can improve — with practical suggestions you can act on immediately.

  • If you wish, we can schedule regular check-ups and track your progress. Small tweaks today mean higher ratings, happier guests, and more repeat bookings tomorrow.

  • No disruption, no stress — just real insight to help you keep your guests coming back.

About us 

Man sitting by airplane window, looking outside with sunlight on his face, wearing a dark T-shirt with Japanese characters and a graphic design.

At Insight Guest, we believe the only way to grow is to truly see your hotel through your guests’ eyes — every detail, every experience, every stay.

We’ve spent the last 20 years working in hospitality, partnering with some of the top 3 international hotel brands and boutique properties alike. Our team has travelled to every continent, staying in hotels from simple 1-star guesthouses to the world’s most luxurious 5-star resorts.

Who do we do this for? Everyone who stays at your hotel — couples, families, solo travellers, guests from every nationality and walk of life. We know what they value, what they notice, and what they remember.

Beyond guest rooms and breakfast buffets, we integrate tourism with all the additional services that shape a guest’s experience — from accommodation to wellness, dining, and personalised extras.

We’re here to give you honest, discreet, actionable insights so you can stay ahead of your competitors, protect your reputation, and keep guests coming back.

Wherever your guests come from, whatever they expect — we’ve been there, seen it, and we’ll help you deliver your best.

We’re happy to offer hotels a complimentary first check-up — so you can see the true guest perspective, risk-free

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We’re happy to offer hotels a complimentary first check-up — so you can see the true guest perspective, risk-free ⋆

Why choose us 

When it comes to protecting your reputation and keeping guests happy, you need more than a generic survey — you need real insight.

True Guest Perspective
We see your hotel through the eyes of real guests. Our discreet mystery visits reveal what guests really notice — from first impressions to the moment they check out.

Person wearing a striped suit holding a magnifying glass in front of face, reflecting sunglasses, outdoors with trees and buildings.

✔ 20+ Years in Hospitality Audits
Benefit from decades of real industry experience — we know what to look for and what really matters to guests.

✔ Fully Confidential & Discreet
Our mystery visits are professional, respectful, and never disrupt your daily operations.

✔ Actionable Feedback, Not Generic Reports
You get honest, detailed reports with practical steps you can implement immediately.

Silhouette of a person standing in front of a large digital screen displaying lines of glowing blue code.

✔ True Guest Perspective
See your hotel through your guests’ eyes — from first impressions to check-out.

✔ Tailored to Your Brand Standards
Every audit is customised to reflect your unique goals and service promise.

✔ Boost Ratings & Repeat Business
Small improvements lead to higher guest scores, better reviews, and loyal customers.

✔ Trusted by Boutique & Chain Hotels
We’ve helped properties big and small improve guest satisfaction and boost online ratings.

Close-up of a person's eye peering through a small hole in darkness.

Meet the team 

Woman in pink top and white shorts sitting on a boat, smiling and stretching out her arms, with water and a cloudy sky in the background.

Elena

A man in a navy blue shirt standing in front of a coastal rock formation with an arch, ocean, and cloudy sky in the background.
A man standing on a wide, open road with trees on both sides, giving a thumbs-up and smiling at the camera, with a long, straight road extending into the distance.

Alexandru

Older woman with short, curly gray hair walking on a wooden pathway outside, wearing a navy blue jacket, black pants, and pink shoes, with a wooden building in the background.
A middle-aged man in a light blue camouflage jacket and beige cap standing inside a clothing store.

John

Close-up of a man with short dark hair, glasses, and a beard, smiling for a selfie, with people in the background seated in a wheelchair.

Catalin

Gica

Nick

Testimonials

  • A woman with curly black hair, wearing glasses, earrings, and layered necklaces, smiling indoors.

    Insight Guest gave us the honest feedback we needed. Thanks to their mystery visits, we improved our housekeeping standards and our guest ratings have already increased!"

    — Laura T., Hotel Manager, London

  • A man with dark curly hair and a beard, wearing clear glasses and a dark green sweater, looking slightly to the side with a neutral expression, indoors with a plant in the background.

    We’ve worked with Insight Guest for over a year. The reports are clear, detailed and actionable. It’s the best way to check that our staff deliver the 5-star experience we promise."

    — Mark R., Operations Director, Boutique Hotel Group

  • A smiling woman with shoulder-length black hair wearing a blue top, standing among green plants in a bright indoor setting.

    The mystery guest feedback really helped my team see things through the eyes of real guests. Small changes made a big difference to our reviews!

    Aisha M., Front Desk Supervisor

  • A man with dark curly hair and a beard, wearing clear glasses and a nose ring, looking to the side in a relaxed setting.

    I was impressed with how professional and discreet the Insight Guest team is. We get real insights without disrupting our day-to-day operations. Highly recommended!

    — Daniel K., General Manager, Seaside Resort

Let’s talk