How It Works

& Sample Shop

How It Works

On-Boarding

  1. Contact us via e-mail to set up a call to discuss your needs, and how we can help you.

  2. Together, you and us create a unique secret shop tailored to what you want.

  3. We set mutually agreeable dates for the shop.

  4. We book and pay for our stay at your resort, as any other guest would.

  5. We send you our confirmations of flights and hotel booking details and expenses (possibly as a package,) as offered on major travel websites.

Secret Shop & Reporting

  1. We arrive and begin our shop, using photos, videos, pen and paper and voice recording.

  2. On the final day of the shop, you and us meet in person for a detailed report. You receive this on a thumbdrive. This prevents unauthorized personnel accessing it through e-mail, etc.

Payment

  1. You reimburse ½ the cost of # 5 above, via e-transfer, a minimum of 2 weeks prior to our arrival.

  2. Once we have met and discussed the report with you, you eTransfer the remainder of # 5, plus our agreed-upon fee.

  3. We depart.

Sample Secret Shop

Not sure exactly what you would like critiqued?

Remember that we will customize our secret shop to meet your specific needs and give you accurate insight to how guests really experience your hotel or resort. Here is an example of what other owners/managers had us do:

Contact Us

  • Timely, accurate and pleasant response? Property knowledge? Asked me to book?

  • Easy to find at the airport? Driver ready when we are? Comfort and cleanliness level? Driver/guide informative about the trip, arrival, general information? Driver/guide assisted with luggage?

  • Bell/concierge assistance with luggage from transport? Check-in timely and accurate? Hotel/resort Information given or made available? Help with luggage to room?

  • Bed configuration as requested? Cot/crib in room as requested? View as requested? Overall cleanliness? Windows clean, operate properly? Child-proof windows/balcony? Bathroom towels, amenities, toilet paper, lighting, water pressure and temperature? A/C, TV, phone and internet work properly? Door and window security? Appropriate room lighting? Safe available?

  • All garbage emptied? Cups, glasses clean? Coffee/tea/sugar/whiteners replenished? Beds made? Linen, towels changed as per schedule? Personal effects untouched? Amenities replenished as needed? Floors swept/ mopped / vacuumed? Overall room cleanliness? 1.5 litre water replenished daily?

  • Do female guests feel safe with male staff? i.e.: Are staff making inappropriate advances?

    People checked for wrist bands at resort entrances?

    Wake-up call test?

  • Open at posted times? Activities age-appropriate for guests? Attitude of staff? Any red-flag/dangerous areas, activities? Cleanliness of kid’s club and supplies?

  • Guests being offered cannabis, cocaine, etc. Availability of these from staff?

    Are staff serving, or asking for age proof, to guests who seem under-age?

  • Dedicated or Accessible Guest rooms? Pools? Common Rooms? Restaurant and Bars? Elevators big enough for wheelchairs? Washrooms? Beach access? Any areas unavailable to or difficult for wheelchairs?

  • Kid’s buffet section? High chairs available? Colouring paper and crayons offered to kids? Selection of fruits, vegetables, starches, meat-fish-chicken, salads, condiments, coffee/tea, pizza-pasta, desserts? Hot food hot, cold foods cold? Buffet replenished as needed? Table turn-over speed: bussing?

  • Dress code being enforced by hostess? Reservation time honoured within 5 minutes? Guests escorted to requested table? Table setting accurate and clean? All menu items available? Correct orders received?

  • Night lighting? Unstable or poor-repair of walkways? Signs indication room locations? Garbage / ash trays emptied?

  • Availability of chairs, seating? Cleanliness of lobby, furniture? Temperature? Lighting? Internet Strong and stable in lobby?

  • Lifeguards on site and attentive? Number and quality of beach chairs? Towel exchange? Catamaran ride? Kayaks? Snorkeling gear? Lifejackets? Availability of shade?

  • Cleanliness and temperature? Entrance/exit ladders? Number and quality of beach chairs? Noise level from entertainment station? Towel availability? Pool toys availability and cleanliness?

  • Open advertised hours?

    Availability of beverages

    Cleanliness of bar area

  • Variety over the week? Start on time? Appropriateness for families? Seating availability?

  • Cleanliness? Toilet paper in each stall and paper towels available? Soap and sanitizer?

  • No smoking areas observed? Ash trays in smoking area cleaned?

  • Staff available as promoted?