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Mystery shopper

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Our mystery shopper service gives fresh perspective on your business to help you monitor current performance and plan improvements.

The mystery shopper is an independent review service open to hotels, guest accommodation and restaurants with rooms currently participating in the Visit Wales grading scheme.

The mystery shopper costs between £110 and £360 per visit. Costs depend on the number of visits per year plus the cost of dinner, bed and breakfast at the standard rate. One of our trained assessors will stay overnight incognito at your hotel to test and observe the level of service and facilities on offer.

We’ll provide verbal and written feedback on aspects such as:

  • Booking and arrival procedures
  • Maintenance
  • Cleanliness and comfort of bedrooms and public areas
  • Quality of food and beverages served
  • Courtesy of staff and the standards of service
  • Standards of cleanliness and maintenance
  • Courtesy of staff in overseeing the guest's departure.

For more information and an application form please download the document below.