HOTEL MYSTERY SHOPPING
Hotel Mystery Shopping
Accommodation Mystery Shopper
Comprehensive survey covering reservations, front desk, guest rooms, breakfast, and the full stay experience. Surveyors familiar with hospitality industry standards—from business hotels to resort hotels and traditional ryokans—evaluate over 100 checklist items. Confidential photo-documented detailed reports help improve OTA review scores and brand standard compliance rates.
Get a Free QuoteWhat Is Hotel Mystery Shopping?
A mystery shopping service where surveyors posing as regular guests actually stay at hotels, ryokans, business hotels, and resort hotels, objectively evaluating the entire process from reservation to checkout.
We thoroughly evaluate every touchpoint experienced by guests—including phone and web reservation service quality, arrival greeting, front desk service, room cleanliness, amenity quality, restaurant service, breakfast quality, and checkout handling—using a checklist of over 100 items.
We visualize specific improvement points that cannot be fully understood from review site ratings alone, with reports including photos and scorecards. From brand standard compliance verification to comparative analysis with competitor hotels, we deliver the information needed to improve accommodation facility quality.
Professional
Hotel Mystery Shopping
Evaluate the Entire Stay Experience with 100+ Items
Detailed evaluation across 7 phases—reservation, arrival, check-in, guest room, dining, facility use, and checkout. Covers every element that affects guest satisfaction.
Document Room & Facility Quality with Photos
Photo documentation of room cleanliness, amenities, equipment wear, and views. Common facilities like baths, gyms, and lounges are also checked, enabling visual sharing of issues.
Consistent Evaluation from Reservation to Checkout
From phone reservation language to web booking usability and post-checkout follow-up, one surveyor consistently experiences and evaluates all customer touchpoints throughout the entire process.
Are You Facing These Challenges?
We solve your concerns about hotel and ryokan service quality through mystery shopping.
Review ratings are stagnating
OTA reviews stuck at 3.5-4.0. Want to identify exactly what is lacking and aim for 4.5 or above.
Inconsistent front desk service
Mixed reviews—some praise excellent front desk service while others mention unfriendly staff. Want to assess individual staff service quality.
Want to verify room cleaning quality
High turnover among cleaning staff makes quality inconsistent. Want a third party to check details like remaining hair and dust.
Want to know breakfast service improvement areas
Breakfast reviews are low. Want to specifically identify issues with food quality, variety, staff service, and replenishment timing.
Want to verify post-rebrand service standards
After rebranding or renovation, want to verify whether new brand standards have been adopted on the ground.
Want objective comparison with competitor hotels
Want to know strengths and weaknesses compared to competitor hotels in the same area and price range. Need stay-experience comparison data.
Hotel Mystery Shopping Case Studies
Here are actual case studies from hotel mystery shopping assignments we have conducted.
Survey brand standard compliance across 30 locations nationwide
The client wanted to verify whether all 30 nationwide locations were complying with new service standards after a brand renewal. Surveyors stayed one night at each location, evaluating 80 brand standard checklist items including check-in service, room cleaning, amenity placement, and breakfast service. Location comparison reports were delivered under strict confidentiality.
Identify challenges to achieve a 4.5 review rating
OTA ratings were stagnating around 4.0, and the client wanted to aim for 4.5 or higher. A surveyor stayed for one night and two days, evaluating 120 items across the full process—phone reservation, welcome, guest room, hot spring, dinner, breakfast, and checkout. Dinner presentation, hot spring cleaning conditions, and nakai (attendant) service were all documented with photos.
Stay experience comparison with 3 competitor hotels
The client wanted to compare stay experiences between their hotel and 3 competitor resort hotels in the same area. The same surveyor stayed at all 4 properties, evaluating facility quality, service quality, dining quality, and value for money under unified criteria. Radar chart comparison reports were created for each hotel.
Spot-check cleaning quality survey
Room cleaning quality varied and negative reviews were increasing. Surveyors stayed in multiple room types and inspected 50 cleaning checklist items with photos—bedmaking, bathroom, dust, hair, amenity replenishment, trash bins, remote control cleanliness, and more.
Recent Cases
* For privacy and confidentiality, specific event names are withheld; only service names are listed.
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Key Use Cases
Business Hotel Mystery Shopping
Are you facing these challenges?
ビジネスホテルはOTAの口コミ評価が集客に直結します。チェックインの待ち時間、客室の清潔感、Wi-Fi速度、朝食の品質など、ビジネス利用客が重視するポイントでの評価が売上を左右します。
Family Romance's Solution
ビジネス利用客として1泊し、Web予約の使いやすさ・チェックイン効率・客室の機能性・デスク周りの充実度・朝食の質と提供スピード・チェックアウト対応まで、ビジネス利用に特化した評価項目で調査します。
City & Resort Hotel Mystery Shopping
Are you facing these challenges?
シティホテルやリゾートホテルは宿泊単価が高い分、サービスへの期待値も高く、わずかな品質低下が口コミ評価に直結します。コンシェルジュ対応やレストランの質など評価すべき項目が多岐にわたります。
Family Romance's Solution
高級ホテルの評価基準に精通した調査員が宿泊し、ドアマンの出迎え・コンシェルジュ対応・ターンダウンサービス・レストランでのサービスまで、ラグジュアリーホスピタリティの基準で評価します。
Ryokan (Hot Spring Inn) Mystery Shopping
Are you facing these challenges?
温泉旅館は「おもてなし」の質が評価を大きく左右します。仲居の対応・料理の品質・温泉の清掃状態・館内の雰囲気など、旅館特有のサービス要素を客観的に把握することが課題です。
Family Romance's Solution
一般の宿泊客として1泊2日で滞在し、出迎え・部屋案内・夕食・温泉・朝食・チェックアウトの全工程を旅館の評価基準で調査。料理の盛り付けや仲居の所作まで細部にわたり評価します。
Competitor Hotel Comparison Survey
Are you facing these challenges?
自ホテルの強み・弱みは競合との比較で初めて明確になります。同エリア・同価格帯のホテルと宿泊体験を比較したくても、経営者自身が公平に評価することは困難です。
Family Romance's Solution
同一の調査員が自ホテルと競合ホテルに同条件で宿泊し、統一された評価基準で比較。施設・サービス・食事・コスパの各軸でレーダーチャートを作成し、競合優位性と改善ポイントを明確化します。
Why Choose Family Romance
Specialized Expertise in the Hospitality Industry
With experienced surveyors well-versed in accommodation service standards from business hotels to resort hotels and ryokans, we evaluate every aspect of the stay experience with specialized checklists of 100+ items.
Local Surveyors Available in All 47 Prefectures
With registered surveyors nationwide, no expensive travel costs for rural ryokans or resort facilities. We support chain hotel simultaneous nationwide surveys, delivering consistent quality across all locations.
Prompt Delivery of Photo-Documented Detailed Reports
Within 7 business days of survey completion, detailed reports including photos of rooms, baths, breakfast, and dining. Scorecards and radar charts make problem areas immediately visible.
Perfect Confidentiality Track Record Since Founding
Confidentiality agreements signed with all surveyors. They check in naturally as regular guests and behave naturally throughout the stay—there has never been a report of staff discovering a mystery shopping survey since our founding.
Hotel Mystery Shopping
If you have concerns about hotel or ryokan service quality, anonymous consultations via email, phone, or LINE are welcome.
Pricing Plans
Per staff | Extension ¥5,000/30min
Option Price List
| Option | Unit Price | Unit |
|---|---|---|
| Photo-Documented Detailed Report | ¥5,000 | / person |
| Video Recording | ¥8,000 | / person |
| Rush Service (within 3 business days) | ¥5,000 | / person |
| Extension (per 30 min) | ¥5,000 | / person |
Price Simulator
Estimated Total
Base
* Transportation, ticket costs, and other expenses are charged separately.
* Please contact us for an official quote.
How It Works
First-time users can feel at ease. Our dedicated staff will support you confidentially from inquiry to service day.
Consultation
Contact us via email, phone, or LINE
Plan Proposal
We propose the best plan and provide a quote
Staff Selection
Photo confirmation available We select the best match
Contract
Payment after confirmation No hidden fees
Service Day
Our professional staff delivers flawless service
Client Testimonials
“They surveyed everything from check-in to checkout over a full overnight stay. Not just front desk service—room cleanliness and amenity placement were thoroughly checked, revealing gaps in our regular operations.”
“We commissioned this to verify service quality. The balanced reporting of both positives and areas for improvement regarding our nakai attendants was impressive. A report that can be shared without lowering staff motivation.”
“We use this quarterly. They even verify whether previously identified issues have been improved, making this service essential for our PDCA cycle.”
Frequently Asked Questions
Do surveyors actually stay overnight?
Yes, they make reservations, check in, stay overnight, and check out just like regular guests. Accommodation costs are charged separately from survey fees (direct booking or inclusion in survey fees is also possible).
Will hotel staff find out?
There has never been a single report of detection since our founding. Surveyors stay as regular guests, and room photos are taken when staff are absent. Notes are recorded in-room so no suspicious behavior occurs.
Do you also support ryokan surveys?
Yes, we support ryokan surveys. We evaluate nakai service, dinner kaiseki, breakfast, public baths, outdoor baths, and in-house facilities using specialized evaluation criteria.
Is the breakfast buffet survey included?
Yes, breakfast surveys are included in the basic plan. We evaluate food variety, taste, temperature, replenishment timing, staff guidance, and venue cleanliness, documented with photos in the report.
Are competitor hotel comparison surveys possible?
Yes, we support benchmark surveys where the same surveyor stays at your hotel and competitor hotels under identical conditions for comparison using unified criteria. Radar chart comparison reports are delivered.
Are nationwide simultaneous surveys for chain hotels possible?
With surveyors in all 47 prefectures, simultaneous nationwide surveys within the same week are possible. Location comparison reports and ranking data are also provided.
Nationwide Coverage
We have registered staff in all 47 prefectures. We can arrange local staff anywhere in Japan.
47
Prefectures Covered
5,000+
Registered Staff
Kanto Area
Tokyo / Kanagawa / Chiba / Saitama / Ibaraki / Tochigi / Gunma
Kansai Area
Osaka / Kyoto / Hyogo / Nara / Shiga / Wakayama
Chubu Area
Aichi / Shizuoka / Gifu / Mie / Nagano / Niigata / Toyama / Ishikawa / Fukui
Kyushu & Okinawa Area
Fukuoka / Saga / Nagasaki / Kumamoto / Oita / Miyazaki / Kagoshima / Okinawa
Hokkaido & Tohoku Area
Hokkaido / Aomori / Iwate / Miyagi / Akita / Yamagata / Fukushima
Chugoku & Shikoku Area
Hiroshima / Okayama / Yamaguchi / Tottori / Shimane / Kagawa / Tokushima / Ehime / Kochi
Media Coverage
We have been featured in numerous TV shows, films, books, and international media.
FAMILY ROMANCE, LLC
ヴェルナー・ヘルツォーク監督作品。カンヌ国際映画祭公式上映。代表・石井裕一が本人役で出演。
レンタル×ファミリー
石井裕一の著書を原作とした劇場映画。2023年全国公開。家族代行の実態を描いた話題作。
人間レンタル屋
代表・石井裕一の著書（鉄人社刊）。
NHK
NHK総合・Eテレなど複数の番組で特集。代行サービスの社会的意義が紹介されました。
日本テレビ
情報番組やバラエティ番組で多数取り上げられています。
TBS
報道番組やドキュメンタリーで取材。代行サービスの社会的意義を深掘り。
テレビ朝日
ワイドショーや情報番組で特集。代行の実態に密着した企画が話題に。
BBC / CNN
BBC、CNN、ロイターなど海外主要メディアでも報道。日本独自の代行文化として世界的に注目。
FAMILY ROMANCE, LLC
ヴェルナー・ヘルツォーク監督作品。カンヌ国際映画祭公式上映。代表・石井裕一が本人役で出演。
レンタル×ファミリー
石井裕一の著書を原作とした劇場映画。2023年全国公開。家族代行の実態を描いた話題作。
人間レンタル屋
代表・石井裕一の著書（鉄人社刊）。
NHK
NHK総合・Eテレなど複数の番組で特集。代行サービスの社会的意義が紹介されました。
日本テレビ
情報番組やバラエティ番組で多数取り上げられています。
TBS
報道番組やドキュメンタリーで取材。代行サービスの社会的意義を深掘り。
テレビ朝日
ワイドショーや情報番組で特集。代行の実態に密着した企画が話題に。
BBC / CNN
BBC、CNN、ロイターなど海外主要メディアでも報道。日本独自の代行文化として世界的に注目。
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Important Notes
- 1Survey fees are per-night surveyor personnel costs. Accommodation and travel costs are charged separately (can also be included in survey fees).
- 2Same-day extensions are generally not accepted. Please allow generous time when booking.
- 3Stay dates are determined in advance through consultation. Specific days of the week or seasons can be specified.
- 4Survey reports are delivered within 7 business days of survey completion as a general rule.
- 5Room photography is conducted when staff are absent, using privacy-conscious methods.
- 6Survey results are objective evaluations based on facts and do not guarantee review improvement.
- 7If facility surveys include public baths or spas, surveyor gender specification may be required.
- 8Extended stay and suite room surveys are also available. Please inquire for details.
- 9For competitor hotel comparison surveys, survey duration varies depending on the number of accommodation facilities.
- 10Clothing specifications are accepted free of charge. However, as outfits are staff personal belongings, some requests may not be accommodated.
Free Consultation & Quote
Consultations are completely free and strictly confidential.
For urgent inquiries, please call us at {phone}.0120-949-341