MYSTERY SHOPPER

See What Your Guests See. Elevate Every Moment.

Delivering an exceptional guest journey is at the heart of every successful spa, wellness retreat, and boutique hotel. At Kezia Kaur Consultancy, our Mystery Shopper Service provides you with discreet, in-depth evaluations of your guest experience—designed specifically for spa, wellness, and hospitality brands.

With over 20 years of hands-on experience in the health, spa, and wellness industries, we go beyond surface-level assessments. Our expert visits offer nuanced feedback that captures the essence of what truly sets your brand apart, helping you refine every detail to deliver consistent excellence.

WHAT WE EVALUATE – Tailored to Your Touchpoints

We categorize your guest journey into core areas, ensuring each element aligns with your brand’s promise of excellence:

  • Arrival & Reception

    First impressions, ambiance, check-in experience, staff interaction, and sense of welcome.

  • Accommodation & Housekeeping

    Cleanliness, amenities, presentation, room layout, scent, lighting, and comfort.

  • Food, Beverage & Nutrition

    Menu design, presentation, dietary inclusivity, wellness-focused options, and overall dining experience.

  • Spa & Wellness Treatments

    Therapist professionalism, treatment quality, sensory elements (sound, lighting, scent), alignment with brand wellness philosophy.

  • Facilities & Atmosphere

    Pool, sauna, gym, lounges, communal areas—evaluated for comfort, aesthetic, and ambiance.

  • Service Excellence & Staff Empowerment

    Communication, attention to detail, personalization, and staff empowerment to deliver guest delight.

  • Retail & Upselling Opportunities

    Product presentation, retail engagement, staff recommendations, and integration with guest needs.

  • Create the best Spa Experience

    We will be your eyes, ears and senses. Giving you valuable insight on every detail that is important for a luxury experience and best ratings.

The Impact for Your Brand

Even the most luxurious spaces can benefit from an objective, expert lens. Here’s what you can gain from our mystery visit:

✧ Increased guest satisfaction and long-term loyalty

✧ Clear insights into staff training and development opportunities

✧ Streamlined operations for smoother service delivery

✧ Enhanced guest spending through intentional upselling and meaningful touchpoints

✧ Greater consistency across all stages of the guest journey


Following the visit, you’ll receive a comprehensive, actionable report with detailed insights, recommendations, and easy-to-implement enhancements designed to elevate your brand and exceed guest expectations.

Curious About How It Works?

Whether you’re running a boutique hotel, a spa, or a wellness sanctuary, our Mystery Shopper Service is designed to help you unlock the full potential of your guest experience.

Learn more about how we tailor each visit to your concept, your goals, and your guest profile. We’ll share sample reports, real-world scenarios, and what you can expect during and after a visit.

Let us show you what your guests see—so you can turn good into unforgettable.