Terms & Conditions
The Guest Insight · A service of Hubert Holidays Ltd · Last updated 1 October 2026
These terms cover use of theguestinsight.com and the hospitality insight, audit, mystery guest and related services provided by The Guest Insight. A request for a free analysis is not a paid audit or a service contract. Any paid work begins only under a written proposal accepted by you and Hubert Holidays Ltd.
1 The business and these terms
The Guest Insight is a service of Hubert Holidays Ltd (company number 15146229), registered in England and Wales. Our registered office is 38 Ashpole Furlong, Loughton, Milton Keynes, MK5 8EF, United Kingdom. Contact us at audit@theguestinsight.com or on +44 7795 577045.
In these terms, “we”, “us” and “our” mean Hubert Holidays Ltd providing services under The Guest Insight brand. “Client” means the business or organisation that asks us to provide a service. These terms apply to our website and to services described in an accepted written proposal, together with any project-specific scope or data-processing terms.
2 Website information and enquiries
Website pages describe our services in general. They are not a complete specification, promise of availability or offer capable of acceptance. A form, email, telephone call or WhatsApp message is an enquiry and does not create a paid contract.
We will confirm the scope, deliverables, timetable, fee, payment dates, any travel or other expenses, client responsibilities and any project-specific conditions in a written proposal. The contract starts when you accept the proposal in writing and we confirm acceptance. If the proposal and these terms conflict, mandatory law applies first, followed by the accepted proposal for the project-specific point and then these terms.
3 Free online analysis
A free online hospitality analysis is a short, informal review of information that is publicly available online, such as a business website, listings or reviews. It is a limited first look, not a full audit, inspection, legal assessment or compliance certificate. It carries no charge and no obligation to buy further services.
We choose the observations to include and may decline or limit a request where the business, information or timing is not suitable. The analysis is based on what is available at the time and is not a promise of a particular commercial result.
4 Services and scope
Services may include a full hospitality audit, mystery guest visit, guest experience review, online reputation or digital journey review, annual review and hospitality content support. The accepted proposal will state which service is included and what the work will cover.
Unless the proposal says otherwise, we provide observations and practical recommendations. We do not guarantee more bookings, revenue, ratings, reviews, compliance or any other business outcome. We do not provide legal, accounting, employment, health and safety or regulated professional advice, and our reports are not certifications or formal inspections. You decide whether and how to act on recommendations.
5 Client responsibilities
You must give us accurate information, identify an authorised project contact, respond to reasonable questions and provide the access, permissions and cooperation specified in the proposal. You remain responsible for the accuracy of information about your business and for operational decisions and implementation.
For an on-site or mystery guest service, you must have the right to commission the work and to authorise any bookings, visits or purchases that the proposal assigns to you. You are responsible for ensuring that any instructions you give us, and any later use of our findings, comply with applicable law, employment obligations and the privacy information given to your staff and customers.
Tell us in advance about relevant site safety, accessibility, confidentiality or security requirements. We may pause or refuse access where a visit would be unsafe, unlawful or outside the agreed scope.
6 Mystery guest visits
A mystery guest visit is a limited observation of a customer journey at an agreed business or location. The proposal will describe the visit, expected interactions, any authorised booking or purchase, reimbursement arrangements and the report to be supplied.
We will use reasonable care and keep notes needed to prepare the agreed report. We do not make audio or video recordings unless separately agreed in writing and lawfully arranged. We do not deliberately seek sensitive personal information. Findings relate to the particular visit and time; they may not represent every customer or employee experience.
7 Fees, expenses and payment
The accepted proposal will state the fee, currency, any deposit or instalment, payment deadlines, taxes where applicable, and any travel, booking or purchase costs. No deposit percentage or additional fee applies unless it is written in the proposal or agreed later in writing.
You must pay invoices by the due dates shown. If an undisputed invoice is overdue, we may give notice and pause work until payment is made, where the contract and law permit. Any interest, recovery cost or cancellation amount must be stated in the proposal or permitted by law.
8 Timetable, changes and cancellation
The proposal will state the expected timetable and any dates that depend on access, supplier availability or client feedback. You must tell us promptly if you need to change a date or scope. Changes may affect the fee and delivery date; we will agree them in writing before proceeding.
Either party may cancel by written notice. If you cancel, you must pay for work completed up to the cancellation date and any non-refundable third-party or travel cost that you approved or that the proposal makes payable. Any additional cancellation fee must be expressly stated in the proposal. We will refund any advance payment for work that has not been performed, less amounts properly due under this section.
If we need to cancel, we will give notice as soon as reasonably possible and refund any amount paid for work we will not perform, unless the proposal provides a lawful alternative agreed with you.
9 Confidentiality
We will treat non-public client information and project findings as confidential and use them only to provide the service, manage our business or meet a legal obligation. We may share information with auditors or service providers who need it for the project and are subject to appropriate confidentiality duties.
We will not publish the name of your business, your report or project results as a case study or testimonial without your written permission. This does not prevent disclosure that is required by law, nor use of information that is already public through no breach of these terms.
10 Reports and intellectual property
You retain rights in materials and information you supply. Once all project fees are paid, you may use the final report and bespoke deliverables for your own internal business purposes. You may share them with your professional advisers or contractors who need them for that purpose and are bound to keep them confidential.
We retain ownership of our pre-existing methods, checklists, templates, know-how, software and general materials. The project fee does not transfer those underlying rights. Do not resell, publish or present our report as an independent certification, or remove its context, without our written permission. The proposal may set different rights for a particular deliverable.
11 Third-party services and links
Our work may refer to third-party websites, booking platforms, review services, suppliers or public materials. Those services are controlled by their own providers. We do not control their availability or content and do not warrant that external information will remain unchanged.
12 Liability
We will use reasonable care and skill in providing the agreed service. To the extent permitted by law, we are not responsible for loss caused by inaccurate or incomplete information supplied by you, decisions you make or fail to make, or a third party outside our reasonable control.
Neither party excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot lawfully be excluded or limited. Any project-specific financial cap must be stated in the accepted proposal and will apply only to the extent permitted by law.
13 Privacy and data handling
Our Privacy Policy explains how we handle business contact details, enquiries, project information and website data. Where we process personal information about your guests, customers or staff on your documented instructions, the parties will agree appropriate data-processing terms before that processing begins.
14 Complaints and contact
If you have a concern about a service, contact us promptly at audit@theguestinsight.com, call +44 7795 577045 or write to the registered office in section 1. Include the proposal reference and describe the issue so we can investigate.
15 Governing law
These terms and any service contract with us are governed by the law of England and Wales. The courts of England and Wales have jurisdiction, subject to any mandatory rules that apply to a client in another jurisdiction.
The Guest Insight | Updated 1 October 2026 |