Hotels

Hotels


Hotels thrive or die by their reputation on review sites. But with experiences that may last days, and touch several departments, there is no substitute for seeing things through the eyes of a mystery guest. That's why our most popular service for hotels is the completion of detailed assessments. But unlike an external audit, we measure and describe the things that are important to you. Our reports are used by hotel management teams to identify learning and improvement opportunities to enhance the experience of future guests.

Ideal Collection

Ideal Collection

Pubs, Hotels

Shepherd Neame

Shepherd Neame

Pubs, Hotels

Shepherd Neame

We support Britain's oldest brewer with overnight stays to assess the guest experience at their wonderful hotels & pubs. 

Heritage GB

Heritage GB

Entertainment, Hotels

Heritage GB

"Understanding our guests and the experiences they have at our attractions is essential in driving our business forwards. We couldn’t do this without HGEM as their concise reports enable us to benchmark service levels across all our destinations and to see exactly where we can make improvements." 

Castle Green Hotel

Castle Green Hotel

Hotels

Crowne Plaza

Crowne Plaza

Hotels

St Austell Brewery

St Austell Brewery

Pubs, Casual Dining, Hotels

St Austell Brewery

St Austell Brewery operates a growing and diverse independent and family-owned business. We work with them on food visits, overnight stays and their online Smiles Survey.

St Austell Brewery Tenanted – we run mystery visits to all the leased estate twice annually.

Brownsword Hotels

Brownsword Hotels

Hotels

Brownsword Hotels

Regular visits to their thirteen properties in countryside settings and city centre locations help Brownsword understand their guest experience.

Butcombe Brewing Co.

Butcombe Brewing Co.

Pubs, Hotels

The Epicurean Collection

The Epicurean Collection

Pubs, Casual Dining, Hotels

Bespoke Hotels

Bespoke Hotels

Hotels

Bespoke Hotels

HGEM Mystery Guests complete overnight visits to their three UK sites.

Harbour Hotels

Harbour Hotels

Hotels

Firmdale

Firmdale

Hotels

Firmdale

“HGEM help remind us of what it is to be a guest in a Firmdale Hotel for the very first time. Their experience in the hospitality arena is second to none and their desire for excellence matches that of our own”.

Jay Scott, Learning and Development Manager

The Hospital Club

The Hospital Club

Hotels

The Angel Inn Hotel

The Angel Inn Hotel

Pubs, Hotels

Village Hotels

Village Hotels

Hotels

Village Hotels

The comprehensive program of Mystery Visits allows Village Hotels an overview of their Guest Experience across all sites & day parts.

Malmaison / Hotel du Vin

Malmaison / Hotel du Vin

Hotels

Malmaison / Hotel du Vin

"HGEM provide invaluable insight into our guest experience with a tailor-made measurement tool that’s flexible to our ever-changing needs and business focuses and provides fantastic data and analytics."

Lindsay Southward, Group People and Development Director

The Belfry

The Belfry

Hotels

Jacobs

Jacobs

Pubs, Hotels

Jolly Fine Pub Co.

Jolly Fine Pub Co.

Pubs, Hotels

St. Pancras Renaissance Hotel London

St. Pancras Renaissance Hotel London

Hotels

The Lucky Onion

The Lucky Onion

Casual Dining, Hotels

Youngs

Youngs

Pubs, Hotels

Youngs

HGEM support the community of Youngs Pubs with regular Mystery Visits and Calls, helping them to gain competitive advantage & maintain a great Guest Experience.

Restaurant One Eighty

Restaurant One Eighty

Casual Dining, Hotels

Old Sarum Hotels

Old Sarum Hotels

Hotels

Old Sarum Hotels

We provide monthly visits to the pub restaurants of their four hotels in Wiltshire.