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.

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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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5 Steps to Make Your Omelet Station The Most Memorable Part of a Guest Stay

Posted on September 11, 2012 by TrueGuest

Let’s face it, hotel breakfast buffets are often the best part of staying at a hotel for many guests. In fact, lots of research has suggested that the service during breakfast is often the key to a successful overall hotel … Continue reading →

Ask TrueGuest: The Importance of Watching Every Ounce of Liquor in Your Hotel Bar

Posted on May 3, 2012 by TrueGuest

Dear TrueGuest, I just finished your online guide to ‘Getting Your Beverage Cost Under Budget‘ and I am working on getting all of the internal controls in place. However, I really feel like I am now spending all of my … Continue reading →

Forbes Travel Guide Releases 2022 Five-Star Award Winners

Posted on April 28, 2022 by TrueGuest

Forbes seems to be pushing hard again to certify 5 Star Hotels as the pandemic slows. There are now 323 Five Star Hotels, up from just 76 a few years ago and just 283 last year! From the press release:

The 64th annual list features 323 Five-Star, 558 Four-Star, and 401 Recommended hotels; 74 Five-Star, 112 Four-Star, and 67 Recommended restaurants; and 102 Five-Star and 193 Four-Star spas worldwide.

To find the best of the best, Forbes Travel Guide’s incognito inspectors stay at each hotel for three days and two nights, posing as ordinary guests. They test up to 900 objective, rigorous standards, from modern-day luxuries—such as whether a room is set up to enhance sleep or whether the food-and-beverage choices are health-conscious—to more traditional amenities, such as the quality of the décor and the courtesy of the staff. Seventy-five percent of a hotel’s rating relies on service, while the remaining 25 percent is determined by the quality of its facilities.

The full list of 2022 Five Star winners is as follows:

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Hotel Mystery Shopping Service Experience Audits