Checklist template

Hotel Mystery Guest Visit

A ready-to-use checklist with 31 items in 5 sections, covering Pre-Arrival & Check-In, Room Quality & Cleanliness, Food & Beverage Service, Public Areas & Amenities, Problem Resolution & Checkout. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 5 Sections
  • 31 Items
  • 25 Yes / No checks
  • 5 Scored ratings
  • 256 Points

Use this template How audits work

1. Pre-Arrival & Check-In 6 items

  1. Was the phone answered within 3 rings with a professional greeting? Yes / No 6 pts
  2. Did the front desk agent use the guest's name during the process? Yes / No 10 pts
  3. Was the check-in completed within 5 minutes of arrival? Yes / No 8 pts
  4. Did the agent offer assistance with luggage or a bellhop? Yes / No 7 pts
  5. Were the hotel amenities (breakfast, pool, WiFi) explained? Yes / No 9 pts
  6. Arrival Impression: Rating
    • Warm & Welcoming 10 pts
    • Efficient but Cold 5 pts
    • Unprofessional 0 pts

2. Room Quality & Cleanliness 6 items

  1. Is the room temperature comfortable upon first entry? Yes / No 7 pts
  2. Are the linens and towels free of stains, hair, or fraying? Yes / No 10 pts
  3. Did the "White Glove" test pass on high surfaces (TV, top of headboard)? Yes / No 9 pts
  4. Are all light fixtures and charging ports functional? Yes / No 8 pts
  5. Does the bathroom show zero signs of mold or mineral buildup? Yes / No 10 pts
  6. Housekeeping Standard: Rating
    • Immaculate 10 pts
    • Minor Dust/Wear 5 pts
    • Poor/Dirty 0 pts

3. Food & Beverage Service 6 items

  1. Was the server/bartender knowledgeable about the menu? Yes / No 8 pts
  2. Did the food arrive within the estimated time frame? Yes / No 9 pts
  3. Was the order 100% accurate, including special requests? Yes / No 10 pts
  4. Were used plates/glasses cleared within 3 minutes of finishing? Yes / No 7 pts
  5. If Room Service was used, was the tray presentation elegant? Yes / No 6 pts
  6. Dining Experience: Rating
    • Exceptional 10 pts
    • Average 5 pts
    • Sub-par 0 pts

4. Public Areas & Amenities 6 items

  1. Are the elevators clean and the buttons/displays functional? Yes / No 5 pts
  2. Is the lobby music at an appropriate, non-intrusive volume? Yes / No 6 pts
  3. Are public restrooms checked hourly and fully stocked? Yes / No 9 pts
  4. Is the fitness center/pool area tidy with fresh towels available? Yes / No 8 pts
  5. Did staff members in hallways acknowledge the guest (smile/nod)? Yes / No 10 pts
  6. Facility Vibe: Rating
    • Polished/Lively 10 pts
    • Quiet/Dull 5 pts
    • Messy/Neglected 0 pts

5. Problem Resolution & Checkout 7 items

  1. Was a "Maintenance/Service" request handled within 15 minutes? Yes / No 10 pts
  2. Did the agent ask, "How was your stay?" during checkout? Yes / No 9 pts
  3. Was the final bill 100% accurate with no "mystery" charges? Yes / No 10 pts
  4. Did the agent offer a warm parting comment (e.g., "Safe travels")? Yes / No 7 pts
  5. Was transportation (taxi/valet) offered or arranged? Yes / No 8 pts
  6. Departure Sentiment: Rating
    • Fond Farewell 10 pts
    • Transactional 5 pts
    • Frustrating 0 pts
  7. Final summary Comments

About this template

This checklist is part of the Bindy template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In Bindy you can add photos, assign corrective actions, require sign-off and compare results across sites.

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