Customer Success Story - GuestHouse Hotels

Case Studies

Customer Success Story - GuestHouse Hotels

Guest House success story image 2

GuestHouse Hotels Story

GuestHouse are an independent hospitality group created by three brothers, who have a love of creating one-off, wonder-filled hotels. Home to relaxing suites and bedrooms, heavenly spas, and never-tried-that-before dishes, their hotels have a few things in common, but always guarantee their own unique charm varied by the cities they're a part of.


GuestHouse approached us just after they’d launched their first site in Bath, early in 2022. Brand new and ambitious to grow, they wanted to ensure that their guest journey promises were being adhered to by their team and to redefine their service standards.


We implemented Mystery Guest Audits across their 3 sites in Bath, York and Margate, which allowed them to measure and monitor their steps of service, as well as their brand promise. Our Hub gave them access to trends in performance, highlighting areas of improvement for their team, which has influenced training opportunities.

Being a hotel, GuestHouse have a multitude of elements to their offering, as well as different types of customers - the locals who are heading to them for dinner, or people who may have travelled to celebrate a special occasion with an overnight stay. This meant that a tailored approach to measuring their guest experience was required.

GuestHouse like the flexibility of HGEM’s solutions, which allow them to have separate questionnaires for their room, spa, restaurant, afternoon tea and bar offerings. An audit of their overnight stay incorporates all 6 of their offerings, however we also do audits to their F&B offerings, including their dinner and afternoon tea experiences.


Since working with us, GuestHouse Hotels have boosted their guest experience across all areas:

  • 15% increase in service standards for their dinner offering
  • 21% increase in overall experience
  • 7% improvement across spa treatments

“As a new boutique hotel group looking to make our mark, we knew we needed a consistent form of granular feedback which would help us get from good to great. From initial conversations to launching, it’s been really great - Mia has been brilliant at taking on feedback and guiding us through everything. The Hub is brilliant to use and since launching with them, we have used their feedback forms to train our team and have seen tangible improvements in all departments. We would highly recommend HGEM to anyone looking for a detailed view into how their business is performing.”

- Adam McBurney | Head of People & Culture
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