Hotel / Resort Mystery Shopping Programs & Consulting

Coyle offers accessible, experienced hospitality professionals dedicated to providing you with a program that articulates your vision. Measure what is important to you.

Measure the guest experience

The independent hotel mystery shoppers who participate in Coyle-designed programs objectively measure crucial aspects of the hotel guest experience that affect guest satisfaction and loyalty.

If you are a large resort, small bed and breakfast, independent concept, branded or chain hotel or somewhere in between; professional mystery shoppers can help you ensure accountability. After the feedback is collected from professional mystery shoppers, Coyle’s dedicated specialists help your brand to set relevant benchmarks, and provide meaningful action plans to your team. Coyle also provides system-wide brand compliance programs and software to upgrade internal hotel inspection programs. Do you already have a brand quality assurance program? No problem. Coyle can provide your brand with expertly focused mystery shopping programs that are designed to complement your existing quality assurance program. Whether for a reinspection or simply a mystery shop to gain more insight into your service quality, Coyle can help.

Coyle Clients Consistently Get:

  • Fast and headache-free program set-up; Coyle does all the work
  • Carefully screened independent evaluators who are never repeated at your locations
  • Customized measurements that fit your brand perfectly
  • Speedy turnaround time
  • Industry Benchmarking that is easy to use and helps to set you apart from the competition
  • Simple yet powerful Action Planning that gets accountability and results

Quality Assurance Products

Brand compliance audits ensure continuity in operations and standards across locations. Coverage: Worldwide Fees: Starting at $250 USD per audit

Narrative-rich hotel evaluations. Hybrid reports merge brand compliance and emotional/subjective feedback–the “Coyle Classic.” Coverage: Worldwide Fees: Starting at $395 USD per evaluation

Narrative-rich hotel evaluations with focus on outcomes, emotional connections, loyalty and subjective feedback. Coverage: Worldwide Fees: Starting at $750 per evaluation

Assess quality of telephone and on-site sales activities that have a clear and direct impact on revenue. Try the “smoke & fire” approach–if the initial call goes well, then there may be no need for a deep dive. Coverage: Worldwide Fees: Starting at $35 USD per call

Loyalty/Rewards program mystery shop evaluations with focus on tier-level delivery of stated benefits. Evaluators with tier membership evaluate the execution and delivery of benefits from pre-arrival to departure.  Ensure your most loyal guests receive the benefits they expect. Coverage: Worldwide Fees: Starting at $95 per evaluation (overnight hotel stay may not be required)

Restaurants and bars are revenue centers in your hotels; ensure your outlets are competitive with the local market by deploying a mystery shop that measures food, beverage and overall experience. Coverage: Worldwide Fees: Starting at $65 USD per evaluation

Site inspections utilize a checklist of compliance measurements (mostly physical items, cleanliness and condition) in either an announced or unannounced inspection. Management debriefs and walk-thrus available. Coverage: Worldwide Fees: Starting at $150 USD per inspection

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