Mystery shop your way to raving hotel guest reviews.

Intouch Insight's expert mystery shopping services enable you to enhance your guest experience by identifying areas that align customer expectations with service delivery.

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TRUSTED BY MULTI-LOCATION HOTEL, RESORT AND CASINO CHAINS ACROSS NORTH AMERICA

See how we can help you in under 90 seconds.

Designed for multi-location hotels, resorts, and casinos, Intouch Insight's technology-powered mystery shopping solutions provide brands with an unbiased assessment of key metrics such as customer service, food quality, order accuracy, cleanliness, and overall satisfaction with the onsite experience.

Create experiences that last a lifetime.

Your guests worked hard to plan and pay for their trip. And they want a remarkable experience in return. Intouch Insight collaborates with you to elevate your guests' experience, meticulously assessing service delivery standards at every touchpoint, across all locations, ensuring you can consistently serve your guests for years to come.

Booking, Arrival & Departure

Anticipating excellent value begins the moment guests book their stay. If it's not instantaneous, you haven't quite arrived. Our carefully designed mystery shopping program is tailored to assess the promptness and quality of services—whether online or on-site. Partner with us to:

Ensure every guest receives the warm welcome they deserve.
Evaluate the ease of both check-in and check-out.
Gauge the efficiency of assistance to rooms, ensuring timely delivery of luggage.
Ensure they savor moments, not minutes, waiting for services.

Two mystery shoppers are checking in at the hotel reception.

Restaurant, Bars & Food Services

It's said that 'culinary delight is the route to contentment.' Amidst the array of dining options such as restaurants, bars & lounges, coffee shops etc. on your property, how can you ensure guests indulge in the most delectable and delightful experiences? Use our mystery shopping solution as a tool to effortlessly evaluate food quality, order accuracy, service speed, and overall satisfaction.

Assess performance of food services team with mystery shopping.

Rooms & Residences

If your guests find greater comfort in their homes than in your suites, there's an opportunity for improvement. Traveling to your hotel isn't about replicating home; it's about feeling pampered and special in their temporary abode. With Intouch Insight's mystery shopping solution, you can:

Evaluate the room experience, focusing on cleanliness and maintenance post check-in.
Assess room service and on-call service delivery for an elevated guest experience

A hotel employee performing room services.

Onsite Experiences & Amenities

More than half of your guests' time is dedicated to immersing themselves in exploring amenities such as pools, the gym, the beach, restaurants, casinos & gaming arenas, and attending special events organized by your hotel.

These touchpoints serve as a checklist, influencing their decision to return for another trip. Elevate their experience using insights from mystery shopping, ensuring there are no reasons for them to miss out on a return visit.

Mystery shoppers evaluating hotel amenities.

Affiliate Services

All the services offered within your premises, from city tours and souvenir shops to foreign exchange counters, serves as an extension of your identity. Guests will evaluate their experience, making it imperative that affiliates rigorously adhere to standard operating procedures.

A store executive is showcasing products to a mystery shopper.

Unlock the room full of possibilities with mystery shopping.

Intouch Insight helps you deliver an exceptional experience where guests are thrilled, satisfied, and eagerly look forward to returning. Our mystery shopping program uncovers invaluable insights that will elevate your guest experience to new heights.

Personalize Guests' Experience

Personalize the guest experience across all touchpoints as guests seek refuge from the ordinary to unwind and rejuvenate.

Increase Guest Loyalty

Satisfied guests are more likely to return or visit you across your other locations as well as recommend your hotels to their friends and family.

Enhance Brand Reputation

Be consistent across locations and destinations to boost your brand reputation by exceeding guests' expectations and personalizing their experience.

Evaluate Staff Performance

Develop training programs to arm your staff with the latest operational techniques so they can address any gaps, & improve service quality.

Gain Referrals

Word travels fast. An exceptional guest experience can earn you good reviews, recommendations, and maintain a high occupancy rate.

Set Benchmarks

Utilize both competitive and year-on-year operational data to raise the bar by making improvements to your mystery shopping programs.

Ready to give a warm welcome?

Get in touch today! Our team would be delighted to help you deliver an unforgettable experience to your guests.

Embrace a new level of customer understanding and amplify your results.

Our mystery shopping programs go beyond the basics of data collection. We deploy mystery shoppers who act as your eyes and ears, capturing valuable data from every customer-facing touchpoint of your business. This data is then channeled straight into our platform, unveiling insights that might otherwise go unnoticed.

Maintain Consistency

Consistency is the key to bring customer back for more. Our programs ensure customers receive the same level of experience regardless of the branch they visit.

Evaluate Performance

We evaluate the performance of each location, identifying strengths and areas for improvement. It helps target resources effectively and optimize overall operations.

Gain Competitive Edge

Keep your friends close and your enemies closer. Know what they are up to by evaluating their performance and understanding their pricing, so you can stay ahead.

Protect Brand Reputation

Safeguard your brand reputation by identifying and rectifying any deviations from established service standards that may negatively impact customer perception.

Enhance Customer Experience

By understanding customers' perspectives and pain points, you can implement targeted improvements to enhance overall customer satisfaction across all locations.

Improve Training Programs

Our programs provide a valuable, real-world perspective on staff performance across channels, which contributes to the ongoing training and development of employees.