How It Works

A considered process. Experienced discreetly.

  • Every venue is different.

    So is every brand.

    Before any visit takes place, we have a conversation to understand:

    • What your brand stands for

    • The experience you intend to deliver

    • The moments you care most about

    • Any specific areas you’d like quietly observed

    We combine this with our own experience-led framework to ensure the visit reflects your standards as well as ours.

    Nothing generic. Nothing imposed.

    Just alignment.

  • Once the scope is agreed, the visit is confirmed.

    An upfront amount is provided to cover the cost of the experience — whether that’s a stay, a meal, or a specific guest journey. This ensures the visit unfolds naturally, without compromise.

    A separate professional fee covers the planning, visit, and reporting.

    Clear, simple, and agreed in advance.

  • Elliott books and experiences your venue as any other guest would.

    No prior notice.
    No special treatment.
    No altered behaviour.

    From arrival to departure, the experience is allowed to happen exactly as it would for any guest.

  • Throughout the visit, key moments are quietly noted:

    • First impressions and welcome

    • Service, pacing, and attentiveness

    • Tone, language, and consistency

    • Attention to detail

    • Missed moments and quiet strengths

    Nothing staged. Nothing exaggerated.

    Only what genuinely happens.

  • Following the visit, you receive a structured experience report.

    This includes:

    • A chronological account of the visit

    • Observations grounded in real interactions

    • Where expectations were met — and where they subtly fell short

    • Practical insight you can act on

    No scoring for the sake of it.
    No generic commentary.

    Just insight, clearly delivered.

  • Some brands invite Elliott for a single visit.
    Others choose to make it a regular presence — monthly, quarterly, or seasonally.

    However you proceed, the purpose remains the same:
    To see your brand as your guests do, and protect the experience you promise.

  • Mystery guesting only works when handled carefully.

    Every visit is:

    • Independently booked

    • Naturally experienced

    • Professionally documented

    • Treated with strict confidentiality

    Elliott blends in. Always.

Start with a single visit.

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

Discreetly, of course.

Invite Elliott