"The insight we gained was priceless. We are going to make small changes that we know will make a big impact on guest satisfaction."
"This evaluation caught details we never would have noticed. Thank you!"
"I thought our service was impeccable—until I saw your report. Eye-opening and invaluable!"
"Your service was so insightful that we've decided to make it an annual part of our quality improvement process."
SILENT STAYS
During our stay, we remain incognito, booking anonymously to ensure an authentic guest experience. We assess all aspects of service, accommodations, and amenities as a regular guest would, without staff awareness of our evaluation. Depending on the hotel’s needs, we may stay as a solo traveler, a couple, a family, or even bring a pet if applicable. We take detailed notes and photos where necessary to provide an accurate and unbiased report.
PRICING & PAYMENT
Our pricing is customized based on the scope of the evaluation, ensuring a tailored approach to meet your hotel’s specific needs. To maintain complete anonymity, we handle all booking arrangements directly. A deposit is required at the time of hire, with the remaining balance due after the stay is complete. An invoice will be sent upon delivery of the final report, with payment required within 30 days.
INCLUSIVE QUOTING
To simplify the process, any additional expenses such as meals, drinks, room service, spa treatments, or valet tips will be included in the original quote. This ensures there are no unexpected costs or separate reimbursements needed after the stay.
ABOUT US
We believe that exceptional service isn’t just about luxury—it’s about the details that turn a guest’s stay into an unforgettable experience. Our journey began when our family of four, well-traveled and appreciative of great hospitality, checked into a highly-rated upscale hotel. While we weren’t picky guests, we couldn’t help but notice small service gaps that, if addressed, could have elevated the experience to the world-class standard the hotel aimed to provide. It was a realization: “You don’t know what you don’t know.”
As business owners ourselves, we understand that in the service industry, issues often go unnoticed until they become costly problems. That’s why we created this service—a discreet, in-depth evaluation designed to help hotels refine their guest experience before small missteps become major setbacks. With our global travel experience spanning destinations like Paris, New York, Amsterdam, Switzerland, London, Miami, L.A. and Phoenix, we’ve seen firsthand what sets exceptional hospitality apart from the ordinary.
Our incognito stays provide honest, real-world feedback from the perspective of discerning yet fair guests. We blend industry insights with genuine traveler expectations to help hotel management identify opportunities for improvement—before they impact ratings, reputation, or revenue.
We’re not just guests; we’re your secret advantage in delivering outstanding service. Because in hospitality, the difference between good and unforgettable is in the details.
PRIVACY & ANONYMITY:
PROTECTING YOUR REPUTATION AND OURS
Discretion is at the heart of what we do. Our evaluations remain completely anonymous to ensure the most authentic guest experience, free from bias or special treatment. Just as we remain incognito during our stay, we also respect the privacy of our clients. Our reports are confidential and shared exclusively with hotel management.
“You don’t know what you don’t know”—our job is to uncover those blind spots while protecting your brand’s reputation. With our anonymous approach, you receive honest, unfiltered feedback without alerting staff or guests to our presence. We maintain the highest level of professionalism and confidentiality, so you can trust that your evaluation remains private and actionable.
This commitment to anonymity is why we operate under our parent company, TRS, Inc. By processing all employment, screening, and operational functions through TRS, we maintain complete discretion from start to finish. This structure allows us to provide objective evaluations without revealing our purpose, ensuring that the insights you receive are genuine, reliable, and invaluable to your property's success.
OUR SERVICE
Delivering an exceptional guest experience starts with understanding every detail of your hotel’s operations—from first impressions to final farewells. Our discreet, in-depth evaluation service provides hotel management with a complete, two-part assessment designed to identify strengths, uncover hidden service gaps, and offer actionable recommendations for improvement.
1. PRE-VISIT ASSESSMENT
Our process begins before we even check in. You’ll complete a Pre-Visit Assessment, allowing you to highlight any specific concerns, areas of focus, or recent changes you’d like us to assess. This ensures that our stay aligns with your priorities while still providing an objective, full-spectrum review of the guest experience.
2. SILENT STAY
During our stay, we take detailed notes and photographs to document everything from the check-in process to the condition of the room and the quality of amenities. Our evaluations are thorough, covering all aspects of the guest experience, and we complete each stay just like any typical guest—whether traveling solo, as a couple, with family, or even with a pet (when allowed by the hotel). This variety allows us to assess how well the hotel caters to different types of guests, ensuring a holistic and accurate evaluation that covers all possible scenarios. Every stay is conducted with the goal of providing you with honest, actionable feedback that helps improve your hotel’s overall service and guest experience.
3. COMPREHENSIVE EVALUATION REPORT
After our stay, we provide a comprehensive report that highlights strengths, identifies areas for improvement, and offers actionable recommendations to enhance service quality and guest satisfaction. Our detailed evaluation covers every touchpoint, including reservation and check-in, guest room cleanliness and comfort, service and staff engagement, dining and room service, the bar and lounge, breakfast and restaurant offerings, shops and retail areas, spa and wellness facilities, fitness center and pool, business services and meeting spaces, common areas, and the check-out process. This thorough review ensures that your hotel maintains the highest standards and addresses any gaps before they impact your reputation or revenue.