TrueGuest Service Experience Audits

TrueGuest Service Experience Audits

With a passion for creating memorable guest service, we created a customized program that is guaranteed to increase your guest service scores. TrueGuest scores service standards and pinpoints every area of opportunity your hotel has to make long-lasting guest impressions.  We provide you with the most effective customer service training tool available. TrueGuest’s mystery shopping programs also include a thorough review of your property’s internal controls.

We serve nearly every major brand such as Ritz-Carlton, St. Regis, Renaissance, Marriott, Hilton, Hyatt, Westin, Radisson, Holiday Inn, and Wyndham, as well as independent hotels.  Whether your hotel is a 1 Diamond or a 5 Diamond, we have a program for you.  Our services range from individual outlets to complete, overnight visits.

TrueGuest is the ultimate training and measurement tool.  Our analysts have the hospitality experience you need to give you results that you can count on.  Our reporting is simple to understand and easy to use as a cornerstone for your guest service program.  Click on the Mystery Shopping tab for more information about our services.

Don’t miss these new additions to our website:

Our new online training guide to Getting Your Beverage Cost Under Budget

Our new training videos on Better Breakfast Buffet Service

The Benefits of Mystery Shopping

Our new YouTube channel

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Recent Posts

AAA Adds 6 Hotels to Exclusive Five Diamond List for 2020





AAA has published their new list of approved Five Diamond Hotels for 2020.  AAA has added 3 new US hotels and 3 international hotels.  The new hotels added are the following:

  • Boston Harbor Hotel (Boston, MA) – Gracious hospitality is prevalent at this luxury hotel, which merges modernity and classic décor. The guest rooms offer a supremely luxurious experience with a view of marina activity and local marine life from Boston Harbor’s Rowes Wharf. (Upgraded from Four Diamonds)
  • Four Seasons Resort Scottsdale at Troon North (Scottsdale, AZ) – Well-designed landscaping seamlessly blends with the desert surroundings, allowing for striking views from the territorial-style casitas, each with a fireplace and terrace. (Upgraded from Four Diamonds)
  • Hotel Bel Air (Los Angeles, CA) – This classical establishment was brought into the 21st century with contemporary, elegant and high-quality décor. The location is the perfect backdrop in which to enjoy the meticulously manicured gardens and the lovely pond, home to graceful swans. (Upgraded from Four Diamonds)
  • Hotel Xcaret Mexico (Playa del Carmen, Mexico) – This all-inclusive resort is packed with activities, including eight theme parks, many pools, three exercise rooms, and a private island. Many of the modern rooms open up to pools or the river. (New listing)
  • Mandarin Oriental, Canouan (Canouan, St. Vincent and the Grenadines) – This world-class property, unique for its remote location, offers just 26 large suites and 13 villas, as well as a private beach, impressive marble work throughout, and leading-edge technology enhancements. (New listing)
  • UNICO 20°N 87°W Hotel Riviera Maya (Akumal, Mexico) – This unique property features guest rooms with spacious balconies offering an oversize seating area and large oval-shaped hot tubs. Each guest room is assigned a local host who is tasked with ensuring that guests have a pleasurable stay to maximize their valuable vacation time. (Upgraded from Four Diamonds)

Congratulations to the new award-winning hotels and restaurants!  From the AAA press release:

  1. Forbes Travel Guide Releases 2020 Five-Star Award Winners Leave a reply
  2. AAA Adds 10 Hotels to Exclusive Five Diamond List for 2019 Leave a reply
  3. AAA Adds 7 Hotels to Exclusive Five Diamond List for 2017 Leave a reply
  4. Five Diamond Hospitality is now TrueGuest Leave a reply
  5. AAA Adds 6 Hotels to Exclusive Five Diamond List for 2016 Leave a reply
  6. Forbes Travel Guide Releases 2015 Star Award Winners Leave a reply
  7. AAA Adds 8 Hotels and 6 Restaurants to Exclusive Five Diamond List for 2015 Leave a reply
  8. Hotel fines $500 for every bad review posted online, served some street justice by Reddit Leave a reply
  9. USA Today – You call this a five-star hotel? Leave a reply