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Hotel Mystery Shopper Checklist
Section 1: Arrival Experience
1. 1. Were you greeted upon arrival?
Yes
No
N/A
2. 2. Were you offered assistance with your luggage?
Yes
No
N/A
3. 3. When checking in, were the hotel facilities explained?
Yes
No
N/A
4. 4. Was the check in warm and welcoming?
Yes
No
N/A
5. 5. How would you rate your arrival experience?
6. 6. Notes on Arrival Experience
Section 2: Room Experience
1. 1. Did the room feel clean when entering?
Yes
No
N/A
2. 2. Was your room free of dust?
Yes
No
N/A
3. 3. Was the bathroom clean and free from hair etc.?
Yes
No
N/A
4. 4. Was the linen of high quality and free from stains, hair etc.?
Yes
No
N/A
5. 5. Were the windows clean and in good condition?
Yes
No
N/A
6. 6. Were the floors clean and in good condition?
Yes
No
N/A
7. 7. Was the WIFI user-friendly?
Yes
No
N/A
8. 8. Was everything in your room working properly?
Yes
No
N/A
9. 9. Was the furniture in your room clean and undamaged?
Yes
No
N/A
10. 10. How would you rate your room experience?
Yes
No
N/A
11. 11. Notes on Room Experience
Yes
No
N/A
Section 3: Restaurant
1. 1. Did you receive a friendly greeting (either by phone or face to face)?
Yes
No
N/A
2. 2. Did the staff provide good service throughout your dining experience?
Yes
No
N/A
3. 3. Did you receive your food and beverages within an acceptable time frame?
Yes
No
N/A
4. 4. Did the staff provide you with suggestions with regards to wine, desserts, etc.?
Yes
No
N/A
5. 5. How would you rate your Restaurant experience?
6. 6. Notes of Restaurant Experience
Section 4: Bar
1. 1. Were you approached by a staff member to order whilst sitting in the lobby lounge?
Yes
No
N/A
2. 2. Were you satisfied with the range of beverage options on the menu?
Yes
No
N/A
3. 3. Were you satisfied with the range of food options on the bar menu?
Yes
No
N/A
4. 4. Was the overall level of service good?
Yes
No
N/A
5. 5. Did you feel welcome when you entered the bar?
Yes
No
N/A
6. 6. Was the bar area clean?
Yes
No
N/A
7. 7. How would you rate your experience at the bar?
8. 8. Notes on the Hotel Bar
Section 5: Dining Room
1. 1. Did you receive your order within 30 mins?
Yes
No
N/A
2. 2. Was your order complete?
Yes
No
N/A
3. 3. Was the temperature of the food acceptable?
Yes
No
N/A
Section 6: Dining Late Night Menu (after 11pm)
1. 1. Did you use the late-night menu (after 11pm)?
Yes
No
N/A
2. 2. Was the temperature of the food appropriate?
Yes
No
N/A
3. 3. Was your order received within the advised time frame?
Yes
No
N/A
4. 4. What other dishes would you like to see on the late-night menu?
5. 5. How would you rate your In Room Dining experience?
6. 6. Notes on Dining Room
Section 7: Overall Experience
1. 1. Was the cleanness of the hotel of acceptable standards?
Yes
No
N/A
2. 2. Was the condition of the hotel up to the expected standard?
Yes
No
N/A
3. 3. Was your stay hassle free?
Yes
No
N/A
4. 4. Did you identify any areas that need to be improved? If so, what are these areas?
5. 5. Did any of the staff members go above and beyond to ensure that your stay was great?
Yes
No
N/A
6. 6. How would your overall experience?