Mystery guest services for hospitality, travel and lifestyle brands.

Just another guest.

Bibi

Fox & Vamp

James Read Tan

JKS Restaurants

Maslow's

Swiss Butter

Ole & Steen

LEON

Mortimer House

Gymkhana

Temper

Nessa

Trishna

Brigadiers

Yasmin

Mildred's

Kolamba

Hoppers

Mortimer House Kitchen

Lane 7

Sisters Salon

Unlocked

Chotto Matte

Fatto a Mano

Untitled Studios

Sabor

FLOR

Speedboat Bar

Plaza Khao Gaeng

Arcade Food Hall

Berenjak

BAO

Restaurant Ours

Cirque Le Soir

MIRO

The Windmill

The Condor

London Cabaret Club

Martha's

Shakespeare Hotel

Canova Hall

Whyte & Brown

Dolphin Hotel

The Kitty Hawk

Martello Hall

Cattivo

Huddle

Serata Hall

LINO

1 Warwick

Bibi Fox & Vamp James Read Tan JKS Restaurants Maslow's Swiss Butter Ole & Steen LEON Mortimer House Gymkhana Temper Nessa Trishna Brigadiers Yasmin Mildred's Kolamba Hoppers Mortimer House Kitchen Lane 7 Sisters Salon Unlocked Chotto Matte Fatto a Mano Untitled Studios Sabor FLOR Speedboat Bar Plaza Khao Gaeng Arcade Food Hall Berenjak BAO Restaurant Ours Cirque Le Soir MIRO The Windmill The Condor London Cabaret Club Martha's Shakespeare Hotel Canova Hall Whyte & Brown Dolphin Hotel The Kitty Hawk Martello Hall Cattivo Huddle Serata Hall LINO 1 Warwick

Person holding a black key card for Shō Hotel, with a tag sticking out, inside a modern lobby with blurred background of chairs and large windows.

Just another guest.

Only we’re paying attention.

We anonymously experience your venue exactly as your guests do — from first interaction to final farewell.

No briefings. No special treatment. No staged service.

Just the experience, as it really is.

Bar scene with bartenders and a customer, various glasses and drinks on the counter, and liquor bottles on shelves in the background.

What management sees isn’t what guests experience.

Staff behave differently when they know they’re being observed.

Mystery guests remove the performance — and reveal the reality.

We show you what happens when no one thinks they’re being watched.

Silhouette of a woman in a bathrobe and towel on her head, drinking from a glass with pink drink, standing beside a window with sheer curtains.

Discreet by design.

Every visit is:

  • Unannounced

  • Independently booked

  • Naturally experienced

  • Professionally documented

We blend in. We observe. We report — clearly, calmly, and without theatrics.

Two caterers dressed in white uniforms standing in front of an old restaurant entrance, with reflective glass doors labeled 'Floridan'. The restaurant has a vintage, worn exterior with peeling paint and ornate wooden framing. There are black leather chairs and small tables outside, and the scene appears to be in a busy city.

Insight, not opinion.

Each visit results in a detailed experience report covering:

  • First impressions & arrival

  • Service, pacing & attentiveness

  • Brand alignment & consistency

  • Missed moments & quiet wins

  • Commercial opportunities

No vague feedback. No generic scores.

Only observations you can act on.

A waiter arranges glasses and plates on a dimly lit restaurant table near a waterfront at night.

We don’t test staff. We protect standards.

This isn’t about catching people out.

It’s about safeguarding the experience your brand promises — and ensuring it’s delivered consistently, effortlessly, and without compromise.

Our role is neutral. Our standards are not.

A cocktail glass with a dark red drink, garnished with berries and a sprig of greenery, resting on a wooden table with a warm light spotlight.

For brands where details matter.

We work with hospitality, travel, and lifestyle brands that care deeply about:

  • Guest experience

  • Reputation

  • Consistency

  • Commercial performance

If the small things matter to you, you’re in the right place.

A warmly lit living room with wood-paneled walls, a beige sofa with multiple pillows, two traditional lamps, a framed portrait hanging above the sofa, and a small table with flowers in a vase in front.

Worth acting on.

If something stands out, it’s because it mattered.

If something’s missing, it’s because a guest would notice.

We focus only on what’s worth your attention.

  • “The report was calm, precise, and genuinely useful. It highlighted things we suspected — and a few we hadn’t noticed at all. Exactly the kind of insight you want.”

    — James R., Boutique Hotel, Dubai

  • “What stood out was how discreet and balanced the feedback was. Nothing sensationalised, nothing missed. We used it immediately with our management team.”

    — Sophie L., Private Members’ Club, London

  • “It felt like reading the experience through a guest’s eyes, not an auditor’s checklist. The detail was spot on, particularly around service pacing and tone.”

    — Marco D., Fine Dining Restaurant, Milan

  • “A refreshingly honest account of what’s actually happening on the floor. It validated a lot of what we do well and gave us clear direction on small improvements.”

    — Claire H., Lifestyle Hotel, Barcelona

  • “Professional, discreet, and extremely well judged. This wasn’t about catching anyone out — it was about protecting the experience.”

    — Tom W., Restaurant Group, Manchester

Start with a single visit.

One experience is often enough to see what’s working — and what isn’t.

Discreetly, of course.

How does it work?
Invite Elliott