Hotel Mystery Shopper Checklist

The hotel mystery shopper checklist can be used for an entire hotel inspection from a guest perspective. The purpose of this evaluation is to evaluate both the arrival and accommodation experiences of guests, as well as the management and service of the hotel bars and restaurants.

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Hotel Mystery Shopper Checklist



Arrival Experience

1. Were you greeted upon arrival?


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2. Were you offered assistance with your luggage?


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3. When checking in, were the hotel facilities explained?


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4. Was the check in warm and welcoming?


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5. How would you rate your arrival experience?


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6. Notes on Arrival Experience


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Room Experience

1. Did the room feel clean when entering?


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2. Was your room free of dust?


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3. Was the bathroom clean and free from hair etc.?


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4. Was the linen of high quality and free from stains, hair etc.?


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5. Were the windows clean and in good condition?


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6. Were the floors clean and in good condition?


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7. Was the WIFI user-friendly?


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8. Was everything in your room working properly?


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9. Was the furniture in your room clean and undamaged?


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10. How would you rate your room experience?


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11. Notes on Room Experience


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Restaurant

1. Did you receive a friendly greeting (either by phone or face to face)?


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2. Did the staff provide good service throughout your dining experience?


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3. Did you receive your food and beverages within an acceptable time frame?


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4. Did the staff provide you with suggestions with regards to wine, desserts, etc.?


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5. How would you rate your Restaurant experience?


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6. Notes of Restaurant Experience


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Bar

1. Were you approached by a staff member to order whilst sitting in the lobby lounge?


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2. Were you satisfied with the range of beverage options on the menu?


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3. Were you satisfied with the range of food options on the bar menu?


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4. Was the overall level of service good?


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5. Did you feel welcome when you entered the bar?


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6. Was the bar area clean?


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7. How would you rate your experience at the bar?


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8. Notes on the Hotel Bar


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Dining Room

1. Did you receive your order within 30 mins?


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2. Was your order complete?


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3. Was the temperature of the food acceptable?


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Dining Late Night Menu (after 11pm)

1. Did you use the late-night menu (after 11pm)?


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2. Was the temperature of the food appropriate?


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3. Was your order received within the advised time frame?


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4. What other dishes would you like to see on the late-night menu?


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5. How would you rate your In Room Dining experience?


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6. Notes on Dining Room


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Overall Experience

1. Was the cleanness of the hotel of acceptable standards?


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2. Was the condition of the hotel up to the expected standard?


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3. Was your stay hassle free?


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4. Did you identify any areas that need to be improved? If so, what are these areas?


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5. Did any of the staff members go above and beyond to ensure that your stay was great?


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6. How would your overall experience?


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Checklist by GoAudits.com – Please note that this checklist is intended as an example. We do not guarantee compliance with the laws applicable to your territory or industry. You should seek professional advice to determine how this checklist should be adapted to your workplace or jurisdiction.

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