(02)9522 6965
loginIn hospitality, every detail matters. The warmth of a welcome, the efficiency of check-in, the comfort of a room—each moment shapes a guest’s impression of your hotel. A seamless, high-quality experience leads to positive reviews, repeat bookings, and strong brand loyalty. But without seeing your service through a guest’s eyes, it’s easy to overlook areas that need improvement.
At Mystery Management, we provide Mystery Accommodation Services designed to give hotels, resorts, and serviced apartments an authentic insight into their guest experience. Our trained mystery guests stay, dine, and interact with your property just like any other visitor, assessing key factors such as service quality, cleanliness, operational efficiency, and overall brand consistency.
What is Mystery Accommodation?
Mystery Accommodation offers hotels and resorts a way to evaluate and assess every aspect of a guest’s stay through Hospitality Mystery Shoppers. These mystery guests stay at your property just like any regular visitor, evaluating key touchpoints and providing detailed, honest feedback. Their observations help identify service gaps, operational inefficiencies, and opportunities to enhance the overall guest experience.
Key Areas Assessed in Mystery Accommodation Evaluations:
- Guest Check-in and Reception Service – evaluating first impressions, staff friendliness, and efficiency.
- Room Cleanliness, Amenities, and Comfort – ensuring housekeeping standards are met and all guest amenities are in perfect condition.
- Customer Service Across All Touchpoints – assessing interactions with the concierge, room service, and housekeeping.
- Food and Beverage Quality – reviewing dining experiences in on-site restaurants, bars, and room service.
- Compliance with Brand Standards and Industry Best Practices – ensuring all operational procedures align with the provider’s quality expectations.
- Online Booking and Pre-arrival Communication – assessing the ease of reservations and the clarity of information provided before arrival.
By analysing these elements, mystery guests provide valuable insights that enable accommodation providers to enhance their services and maintain a competitive edge.
How the Accommodation Mystery Guest Programme Works
Our mystery accommodation programme is carefully structured to each hotel or resort, providing clear recommendations to attain a desired brand image.
- ProgrammeCustomisation – We personalise mystery guest evaluations to focus on specific service areas and business objectives.
- Comprehensive On-Site Evaluations – Our mystery guests conduct thorough assessments of all aspects of the guest journey, from checking in to assessing the amenities.
- Detailed Feedback – Our reports highlight strengths and pinpoint areas for service and operational improvement.
- Actionable Recommendations – We provide strategic recommendations to enhance service quality, staff training, and overall guest satisfaction.
- Competitor Benchmarking – We help accommodation providers measure their performance against competitors and industry standards.
Why Choose Mystery Management?
Mystery Management offers services for Mystery Shopping in Australia and holds a proven track record in hospitality and accommodation evaluations. Our team has worked with leading hotels, resorts, and serviced apartments, delivering reliable, data-driven insights that help businesses redefine their service standards.
Our hospitality mystery shoppers are industry experts trained to evaluate every aspect of the guest experience. We provide in-depth reports and strategic recommendations, ensuring that accommodation providers have the tools needed to implement necessary improvements. Our approach is highly customised, aligning with each client’s unique brand values and operational goals. With Mystery Management, you gain a partner committed to helping you achieve higher customer satisfaction and long-term business success.
Louise Heffernan
Owner and Director
25+ years of experience with a demonstrated history of working in the Hospitality industry. Skilled in Management, Gaming, Food & Beverage, Business Planning, and Coaching.
Tahnee Roden
National Operations Manager
First in command, Senior Mystery Shopper (hence the hidden identity), and a management specialist, Tahnee efficiently handles the day-to-day operations of the business, which includes managing, and scheduling our shoppers & face-to-face interaction with our clients.
Bhavik Hingu
IT Manager/Development
Bhavik is the brains behind our software, from inception he has efficiently handled the day to day software and development which is the heartbeat of our business, this includes the management and development of new technology.
Mystery Shoppers
2,000+
We utilise more than 8000+ Mystery Shoppers spread across Australia.
Take the Next Step
Enhance your guest experience and leave a lasting impression with our mystery accommodation programme.
Enquire Now to uncover key insights, maintain brand standards, and deliver exceptional guest experiences.
Brands we work with
You’re in good company!
“Mystery Management has helped us deliver a Mystery Shopping Program that delivers tangible feedback on our performance for every aspect of the customers’ journey. With a motto of “anything you want, we can make happen”, they’ve been an absolute pleasure to work with”
Sarah Young / Transit Systems
“Sydney Ferries operator, TransDev, has been working with Mystery Management since 2016. The professionalism, flexibility and data robustness Mystery Management has demonstrated and provided to our organisation is second to none. ”
Anne-Laure Saluden / TransDev
“Mystery Management has played a major part in the Thomas Hotels customer service success, the program has helped the Management create a culture of accountability among our frontline staff and has focused our manager’s responsibility for each area of their Hotel.”
Chris Thomas / Thomas Hotels
“Mystery Management have become acritical part of the way we deliver service. The reports they deliver are easy to digest and Lou and the team are great to work with. Highly recommended.”
Hamish Watts & Ben Carroll / AppleJack Hospitality
“Mystery Management has provided valuable feedback for our business. We have been able to evaluate our current systems, improve our internal procedures and develop new programs for our security officers and clients.”
Martine Masseh / Urban Protection Group
Get started
We’d love for you to join our family
We are proud to have meaningful, ongoing relationships with the businesses we work with
