Their Daughter Is in the Finals… and the Hotel Is Put to the Test
During his undercover stay at a 4-star hotel, our evaluator notes that a family of three has booked a room for three nights near the sports complex hosting a national figure skating competition. Their 14-year-old daughter has qualified for the grand final. This stay marks a pivotal moment for the family, full of emotions, pride, […]
Lost guests, lost satisfaction
An excellent first impression awaits us on arrival at a resort: an elegant lobby and a warm welcome set the stage for a pleasant stay. But things quickly take a disappointing turn: Despite directions from the front desk to get to her room, our assessor finds herself lost in a maze of identical hallways with […]
When technology becomes an ordeal
Within an hour of checking into a hotel from a major chain, our customer experience assessor finds herself struggling with a series of unexpected technological challenges: an ultramodern shower with confusing controls, a smart TV she can’t set up, a Wi-Fi network for which she has no password, and, of course, a coffee machine that […]
A needle in a pillow: handle with care
During a customer experience evaluation at a luxury hotel, our undercover assessor settles into his plush bed for the night. The moment his head hits the pillow, he feels something sharp against his cheek. Alarmed, he sits up, removes the pillowcase and very carefully searches only to find a needle buried inside. He then proceeds […]
