Guest Experience 360°
Your guests see things you no longer notice.
An independent guest experience audit for hotels, guesthouses and smaller accommodation providers. From the first website visit and booking to the stay and departure, with a clear plan for improvement.
- First impressionGoogle, website, social media
- BookingOffers, information, communication
- The stayArrival, space, services, people
- Last impressionCheck-out, reviews, returning
Who the audit is for
- Boutique hotels and smaller independent hotels
- Guesthouses and family-run accommodation
- Apartments and glamping sites
- Smaller resorts and wellness businesses
- Businesses that want to be better, not just “meet the standard”
What you get
Clear priorities and an action plan
I turn every important finding into a concrete recommendation: what is happening, why it matters, what to change and how much priority that change deserves for guests and your business.
- A clear reportSpecific situations and recommendations, not generic phrases.
- Priorities based on impactWhat to address now, what can wait and what doesn’t need changing.
- Quick winsSmall-investment changes that can make a big difference.
- Opportunities to improveWays to make better use of what your business already has and create a stronger experience.
An illustrative example, not a report from a completed audit.
- Finding
- On arrival, it isn’t clear where guests can park.
- Impact on the guest
- Instead of a relaxed arrival, guests have to work out where to park.
- Recommendation
- Add a simple map, a photo of the entrance and three clear arrival steps to the pre-arrival email.
- Priority
- High impact · low effort
From the first click to departure
What the audit covers
This isn’t a fault-finding exercise. I look at the whole guest journey, connecting your online presence, booking, physical space, services, communication and follow-up care.
Online and booking
Google, website, photography, offers, booking platforms, prices, information, the reservation process and expectations before arrival.
Arrival and first impressions
Directions, parking, signage, entrance, check-in, finding your way, the welcome and the first few minutes on site.
Room and space
Practicality, lighting, comfort, amenities, cleanliness, atmosphere, shared spaces and the details of everyday use.
Services and dining
Breakfast, restaurant, wellness, additional services, their availability and presentation, and opportunities for natural upselling.
People and communication
Pre-arrival contact, staff interactions, handling requests, consistency of tone and managing expectations.
Check-out and after the stay
Departure, payment, the final impression, reviews, thank-you messages, returning guests and opportunities for direct bookings.
Four perspectives
- FrictionWhat confuses guests, slows them down or needlessly spoils the impression.
- Untapped potentialWhat you already have but aren’t communicating or using to its full potential.
- Memorable momentsWhere a small change can create an experience guests will remember.
- StrengthsWhat already works brilliantly, deserves to stay and could be communicated better.
How we work together
How the audit works
Online analysis
How guests find you and what they see before booking.
Booking
I go through the whole process as a real guest.
The stay
I stay at your property as a regular guest.
Analysis
I connect observations, context and opportunities.
Report
Recommendations, priorities and quick wins.
Consultation
We review the results together and put them into practice.
My approach
A guest’s view. The bigger picture.
I bring together project management, marketing and an understanding of how spaces work. I look at how individual details affect guests’ feelings, brand perception and day-to-day operations.
Let’s discuss your property
Get in touch to discuss your property and whether this type of audit is right for you.