Between check-in and check-out,
what does your guest actually experience?
Surveys lie. Cameras miss the point. A 9.2 on Booking.com hides the front-desk agent who hasn't smiled in three weeks. Stinger sends a certified human shopper through your full guest journey — and uses AI to turn every observation into a coaching plan your GM will actually use.
One bad stay reaches 10,000 future guests before you finish breakfast.
Hospitality is the most reviewed industry on earth. We help you find the gaps in your guest experience before TripAdvisor does — and turn the ones already on the page into a coaching plan.
Seven moments where your five-star property quietly becomes a four.
Click any moment. We'll show you what our shopper looks for, what they document, and how AI turns it into a fix you can hand to a department head Monday morning.
Pre-arrival & Booking
“They charged my card three times before I'd even arrived. By the time I got to the front desk, I was already a difficult guest.”
- — Reservation phone tone & timing
- — Confirmation email accuracy
- — Pre-arrival upsell attempts
- — Special-request handling
- — Card-on-file behavior
Generic mystery shopping was built for retail. Your property is not a retail store.
i. An overnight stay, not a five-minute visit
A retail shop ends at the register. Your guest experience begins at booking confirmation and ends three days after checkout when your post-stay email lands. We shop the entire arc — and our shoppers actually sleep in the bed.
ii. Brand standards, not generic rubrics
If you're flagged by Marriott, Hilton, IHG or Hyatt — or rated by AAA or Forbes — we shop against your brand standards manual, not a one-size-fits-all checklist. If you're independent, we'll build the standards with you.
iii. AI that turns observations into action
We mine your TripAdvisor, Booking, and Google reviews to find the patterns guests keep mentioning, then verify them in person. The shopper's notes become an AI-scored coaching plan — by department, by shift, by name.
Every department your guest silently judges.
Mix and match. A full overnight shop covers all of it; targeted audits hit one department at a time. Every shop comes with photo, video, and audio evidence and an AI-scored department-level report.
See pricing →Phone manner, upsell attempts, special-request handling, confirmation emails, pre-arrival texts
Curb appeal, valet greeting time, bell service, luggage handling, first 90 seconds
Greeting, ID handling, loyalty enrollment, room readiness, key delivery, eye contact
Cleanliness, amenity stocking, turndown, mini-bar accuracy, in-room dining setup
Lobby bar, in-room dining timing, breakfast service, alcohol-service compliance, bartender accuracy
Towel service, spa booking flow, gym cleanliness, kids-club staffing, cabana attendants
Local recommendations, accuracy, follow-through, loyalty recognition, problem recovery
Folio accuracy, exit experience, post-stay email, review-request timing, loyalty crediting
Pay only after the stay.
Front Desk & Arrival
A walk-in arrival shop scoped to the first 30 minutes of the guest experience — where most one-star reviews are born.
Overnight Guest Experience
Our flagship hotel shop. A certified shopper books, arrives, stays, dines, and checks out — scoring 38+ touchpoints across every department.
Forbes / AAA / Flag Audit
A multi-shopper audit benchmarked against Forbes Travel Guide, AAA Diamond, or your flag's brand-standards manual. Built for properties prepping for inspection.
“Our front desk thought they were a 4.8. Stinger's overnight shop showed us they were really a 3.9 after 9pm. We hadn't been losing guests at the door — we'd been losing them after dinner.”
You don't pay a single dollar until after your guest stay is complete.
If our findings don't give you something material to fix — staff coaching, brand-standards alignment, a TripAdvisor recovery plan — you don't owe us anything. That's the deal. Hospitality is hard enough.
Find out what your guests don't put in the survey.
Book a single overnight shop, or schedule a portfolio-wide brand-standards audit. Our hotel team will design the scenario, place the shopper, and deliver your report in 72 hours.