We experience your hotel exactly as your guests do, anonymously and authentically.
We identify missed details, inconsistencies, and friction points before they appear in reviews.
We help you deliver a guest journey that feels effortless, intuitive, and consistently exceptional.
Our report gives leadership a precise, real-world view of service quality, refreshed through an external, highly trained eye.
By catching issues early, you protect your reputation, strengthen your brand, and elevate every stay.
Our report includes professional insight paired with clear, concrete, and ready-to-implement recommendations designed to drive immediate and lasting improvement.
Guest experience & quality consulting for luxury hospitality.
At Guest What, we stay at your property as genuine guests: unnoticed, unannounced, and unbiased.
Through a meticulous, detail-driven assessment of every step of the guest journey, we deliver clear, actionable insights that help luxury hotels and resorts consistently exceed expectations.
Our mission is simple: to reveal the subtle gaps guests won’t directly tell you about, but will notice and quietly think about and factor into their experience, so your service becomes seamless, elevated, and truly unforgettable, for all the right reasons.
How it works
Our Process: simple, discreet, and designed for luxury hospitality
1. Defining the Scope
We begin by understanding your brand, your priorities, and the areas you wish to evaluate. You may choose a full-journey assessment or focus on selected departments, and that will define the scope and direction of our stay and analysis.
2. The Anonymous Stay
We book discreetly, arrive unannounced, and stay as real guests, interacting with your teams, using your facilities and services, and experiencing every touchpoint naturally and authentically, from booking to check-out.
3. Observation, Experience
and Evaluation
Throughout the stay, we assess service quality, operational consistency, emotional impact, and attention to detail across all areas of the property. We document and analyze everything as it's experienced.
4. The Report
After the stay, we deliver a confidential, comprehensive, structured report that includes:
Objective findings | Detailed observations | Service inconsistencies | Missed opportunities | Strengths to preserve | Practical recommendations for improvement | Optional scoring per category
Our goal is not to judge, but to reveal. To help your teams see what guests see, feel what guests feel, and understand what guests remember.
ABOUT US
Guest What was born from a lifelong obsession with excellence in hospitality. With more than 15 years of insider experience within some of the world’s leading luxury resorts, we understand how exceptional service is built: not from grand gestures, but from the flawless orchestration of countless small details.
Our academic background includes a Bachelor’s and Master’s degree in Management, with a master’s thesis focused specifically on continuous improvement and quality. This foundation, combined with years immersed in high-end, guest-centric environments, shaped our analytical approach to service evaluation.
But above all, we are driven by an innate, almost uncontrollable instinct: a hypertuned attention to detail, a natural ability to spot imperfections, inconsistencies and missed opportunities that are often invisible from within. An early exposure to international travel and hospitality experiences around the world shaped our ability to recognize what transforms a stay to an exceptional level.
Today, that critical eye has become our greatest professional asset. We don’t just see what’s wrong; we understand why it matters, how it impacts the guest, and what can elevate it. And we bring that insight to every evaluation we conduct.
Frequently asked questions
No. Our visits are entirely anonymous to ensure a genuine guest experience.
Absolutely. You may select specific departments or request a full-journey evaluation.
Yes. We evaluate hotels and resorts worldwide.
Depending on the scope, typically 2 to 7 nights.
We can include scoring for each category upon request.
There’s a time frame in which we can book the stay, defined upon hiring, so the hotel won’t know.
Yes, 100%.
We work with a select range of luxury hospitality and lifestyle properties where guest experience, service excellence and discretion are essential.
This includes hotels and resorts, private villas, branded residences, boutique guesthouses and lodges, as well as wellness and lifestyle destinations.
Each engagement is tailored to the property’s concept, objectives and operational complexity.
Our evaluations are priced according to the scope and depth of the assessment, and the level of insight and reporting required.
Following an initial consultation, a tailored and detailed proposal is shared with the property.
Operational expenses incurred during the evaluation are reimbursed by the property and are not included in the professional fee.
CONTACT
Email: info@guestwhatconsulting.com
For any inquiries, to request a consultation or learn more about our services, please contact us via email or using the form below.