The first ten minutes of a stay shape everything that follows. Guests forgive a lot later if the beginning feels right – and they notice everything if it does not.
## At the door
- Is it easy to find the entrance, parking and reception?
- Is the entrance clean, lit and welcoming?
## At reception
- How long before someone looks up and says hello?
- Does the guest feel expected – is their name, booking and any request already known?
- Are the key things explained simply: breakfast, Wi-Fi, check-out, who to call?
## In the room
- The first smell, the first light, the temperature.
- Is everything the website promised actually there?
None of this needs a big budget. It needs someone to look with fresh eyes – which is exactly what a mystery guest visit is for.