Our Expertise
Mystery guest audits, quality audits, and hospitality consulting tailored for the UK's luxury hotels, resorts, and spas.
At BBH Partners, we can provide a unique hotel mystery guest visit which will give you an objective assessment of service standards in your hotel. Within 24 hours you will have a clear written report giving a clear picture of the guest experience.
We will submit a constructive report on service and standards as well as assessing the performance and presentation of frontline staff, which are the most important asset to any hotel.
No two hotels are the same. BBH Partners can tailor an evaluation to meet a hotels’ specific requirement, be it a dining experience or an overnight stay with breakfast. We will evaluate the different departments of the hotel and report on how they contribute to the overall guest experience.
Mystery Guest Visits
Our flagship service: UK-based certified auditors pose as regular guests at your hotel, resort, or spa, evaluating the entire journey — from the initial reservation call to the post-departure follow-up.
Ideal for: 5-star London hotels, boutique UK properties, country-house hotels, resort & spa, Michelin F&B venues, branded residences.
Typical engagement: 24–72 hours on property, 24-hour written report, post-audit debrief call.
What we evaluate:
- Reservation efficiency
- Arrival & Porterage
- Check-in experience
- Room cleanliness
- Dining & Room Service
- Spa & Wellness
- Problem resolution
- Check-out & Departure
Quality Audits
Rigorous inspections of physical standards, cleanliness, maintenance, and brand compliance across every area of your UK property — from guest rooms and spa to restaurants and bars. A disclosed audit programme that complements our incognito mystery guest visits and supports rigorous UK luxury standards.
Ideal for: hotels preparing for brand inspections, quarterly operational reviews, pre-opening readiness, and multi-site UK portfolios needing consistent benchmarking.
Deliverables: scored criteria by department, photographic evidence, prioritised remediation plan, and YoY benchmarking.
Consulting & Training
Data without action is useless. Our senior consultants work with your UK management team to interpret audit findings and implement sustainable improvements across service, SOPs, and staff performance.
Ideal for: UK hotels overhauling service standards, new openings, pre-launch readiness, and multi-property groups seeking consistency.
Staff Training Workshops
Role-specific training to address service gaps.
SOP Development
Creating rigorous standards aligned with luxury expectations.
Performance Benchmarking
Compare your property against competitor sets.
Serving hotels across the UK from our London base
Headquartered in Shoreditch, BBH Partners delivers mystery guest audits and hospitality consulting to luxury properties across England, Scotland, and Wales.
Mystery guest audits in London