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


Recent Posts

AAA Adds 10 Hotels to Exclusive Five Diamond List for 2019

AAA has published their new list of approved Five Diamond Hotels for 2019.  AAA has added 4 new US hotels and 6 international hotels.  The new hotels added are the following:

Baccarat Hotel New York (New York, New York) – Crystal chandeliers sparkle as they chime overhead and exquisite stemware overflows with champagne in the lounges, creating rich pleasures for the senses at this storybook destination from the fabled French glass company.
Banyan Tree Mayakoba (Playa del Carmen, Mexico) – The unique mixture of Asian and Mexican architecture is stunning throughout. This gated resort, located on the famed Riviera Maya coast, blends untouched nature in a carefully maintained ecosystem.
Fairmont Pacific Rim (Vancouver, Canada) – Guests are pampered at this luxury tower, which has a beautiful, innovative design. Gorgeous rooms with spectacular views feature an enhanced Pacific Northwest feel.
Hotel Emma (San Antonio, Texas) – Guests will be stunned by this chic hotel, the site of the former Pearl’s Brewhouse, built in 1894, including its upscale, beautifully crafted lobby, library and rooftop pool areas.
Montage Los Cabos (Cabo San Lucas, Mexico) – This upscale property features several infinity-edge pools that blend in with the ocean and overlook the secluded beach. The impressive guest bathrooms feature indoor and outdoor showers.
NIZUC Resort & Spa (Cancun, Mexico) – This beautiful and expansive resort features rustic and elegant Mayan-inspired décor. The guest rooms are spacious with many custom furnishings and luxurious features.
Rosewood San Miguel de Allende (San Miguel de Allende, Mexico) – This colonial-style hacienda has gorgeous public areas and meticulously maintained gardens. The spacious guest rooms feature a refined colonial décor with a fireplace and terrace.
The Dominick Hotel (New York, New York) – With stellar views of the city, this bastion of contemporary luxury features swanky modern Italian furnishings, impressive artworks and marble bathrooms. The SoHo location puts you at the very heart of Manhattan’s fashion culture.
The Post Oak Hotel at Uptown Houston (Houston, Texas) – Houston’s premier property offers its guests impeccable service and highest quality amenities. This contemporary hotel is a crown jewel among the city’s accommodations.
The St. Regis Mexico City (Mexico City, Mexico) – This gleaming hotel tower offers large rooms complete with high-tech conveniences and a butler. The views are stunning, with many overlooking iconic symbols of Mexico.

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

Many of this year’s new Five Diamond honorees have received top marks in the past for their physical attributes that, although impressive, were not paired with AAA’s exceptionally high Five Diamond service expectations, until now. After demonstrating notable service enhancements, San Antonio’s first Five Diamond establishment, Hotel Emma, as well as Banyan Tree Mayakoba, NIZUC Resort & Spa, Rosewood San Miguel de Allende, and The St. Regis Mexico City, received the coveted fifth Diamond for the first time.

Others, like Baccarat Hotel, The Post Oak Hotel at Uptown Houston and Montage Los Cabos, attained the AAA Five Diamond Rating shortly after opening within the past 12 months. 

Hotel trends observed by AAA inspectors, often appearing first at high-end properties, include continued developments in the use of technology to enhance service. Responding to this trend, AAA recently updated its hotel Approval Requirements & Diamond Rating Guidelines, which reflect the importance of connective technologies such as availability of in-room tablets, mobile apps, interactive kiosks, mobile key technology and digital messaging services.

Those at the Four Diamond level, just 6.3 percent of AAA Inspected & Approved hotels, are also an exclusive group. They must be refined and stylish with upscale physical attributes, extensive amenities and a high degree of hospitality, service and attention to detail. This year, there are 1,722 Four Diamond hotels.

To see the complete lists of 2019 AAA Four and Five Diamond Hotels, visit To see which cities and states have the most award winners, see AAA Four and Five Diamond Hotel Facts. Also of note among the new additions to the list is the first Five Diamond Rated property in Grenada, Spice Island Beach Resort. The Broadmoor in Colorado Springs remains the only hotel that has maintained the Five Diamond Rating for 41 consecutive years – since 1976 when AAA first introduced the Diamond Ratings for accommodations. The Inn at Little Washington Dining Room in Virginia remains the longest tenured Five Diamond restaurant, the only one to maintain the coveted status for 29 consecutive years, since 1988.

“These leading edge properties are well-positioned to meet the needs of discerning travelers. Their noted attributes include contemporary design trends and the highest quality food and amenities. Personalized, attentive service is foremost, delivered in ways that offer guests inspiring and memorable local experiences,” said Petrone.

Candidates for the Five Diamond Rating undergo multiple unannounced evaluations and a final decision by a panel of experts. Using guidelines weighted by member priorities, inspectors meticulously evaluate guest services and physical attributes to assess the level of competence, refinement and hospitality and assign a corresponding rating of One to Five Diamonds.

For more information about Diamond Ratings and the complete lists of Four and Five Diamond hotels and restaurants, visit

Currently, only .3% of all AAA-rated hotels achieved the Five Diamond Rating.  AAA rated 59,000 hotels for 2019.

Here is the full list of 2019 AAA Five Diamond Rated Hotels:

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