Independent hospitality evaluationsSee your property
the way a guest does.
We book, call, visit and stay like a guest. Then we show management exactly what to fix first.
- From $450
- Written report and debrief
- No call to start
Hotels · Inns · Resorts · Vacation rentals
Management report
Complete Guest Journey Evaluation
Illustrative Hotel
Category overview
- Digital booking
- Reservation inquiries
- Pre-arrival communication
- Arrival and wayfinding
- Room and accommodation
- Breakfast information
- Departure and follow-up
Codified Hospitality · Illustrative sample
Cancellation conditions appear only at the payment step
Observation
In the mobile booking scenario, the guest selects a room and rate before the cancellation conditions become visible.
Recommended action
Display rate-specific cancellation conditions alongside the room and rate options.
Suggested owner
Website or booking-engine administrator
Backed by Codified.
Clients include
What we check
Every step a guest takes.
Choose
Can guests compare rooms and rates?
Book
Is it easy to say yes?
Arrive
Does the welcome match the promise?
Stay
Does the room deliver what you sold?
Return
Is there a reason to come back?
Evaluations
Pick the evaluation you need.
- Fixed scope
- Written report
- Management debrief
-
Digital Booking Evaluation
RemoteYour website and booking engine, on phone and desktop.
From$650
-
Reservations and Inquiry Evaluation
RemoteHow your team answers calls and emails.
From$450
-
Property Experience Assessment
On-siteA walk-through, checked against your marketing.
From$750
-
Guest Experience Evaluation
OvernightA discreet two-night stay as an ordinary guest.
From$1,250
Most comprehensive
Complete Guest Journey Evaluation
Booking review, three inquiries and a two-night stay. One report.
Professional fees shown in USD. Accommodation, travel, and other approved evaluation expenses are additional. The scope and total budget are confirmed before scheduling.
What you get
Findings your team can act on.
- Evidence on every finding
- Ranked High, Medium or Low
- A named owner for each action
- 30-minute management debrief
Breakfast: included online, charged on property
- 1What we saw
The website says breakfast is included. The confirmation and the in-room card say it is charged.
- 2The proofWebsite
Breakfast included with every stay.
Confirmation emailBreakfast: additional charge per guest.
In-room cardBreakfast is charged to your room.
- 3What to do
Reconcile breakfast wording across the website, confirmation, and guest information.
- 4Who owns it
General manager with the marketing lead
How it works
Scope to action in five steps.
- ScopeAgree what, when and the budget.
- EvaluateWe book, call, visit or stay.
- DocumentEvidence for every finding.
- PrioritizeWhat to fix first.
- Debrief30 minutes with management.
- 5daysBusiness days to your report, once the assessment window closes
- 30minManagement debrief, included with every evaluation
- 2nightsDiscreet stay in the overnight evaluations
Backed by Codified
The discipline we bring to websites, carried through the front door.
Codified is a Michigan web design and conversion team. We find where a customer journey loses people, and what to fix first.
Erik LeavellLeads the practice · Web Director, Codified
Ongoing web support for a Detroit landmark.GMRENCEN case study on codified.dev (opens in a new tab)619of 20 tracked keywords on Google’s first page. April to July 2026.B-Dry case study on codified.dev (opens in a new tab)Website audits and CROFrom $399Ranked findings in three to five business days. The audit method behind this practice.Website audit service on codified.dev (opens in a new tab)
A hard-to-picture service, made easy to buy.JobReferences case study on codified.dev (opens in a new tab)Travel brands we have worked withCruises-N-MoreAll Things Cruise
Questions
Good questions, answered.
How do I choose an evaluation?
Choose the service that matches the question you want to answer. A focused evaluation can address booking, inquiries, or the property environment. The Complete Guest Journey Evaluation combines digital reviews and an overnight stay. If you are unsure, describe your priorities in the request form.
Is this hotel mystery shopping?
The discreet overnight Guest Experience Evaluation is what the industry usually calls a mystery shop or mystery guest visit. The other evaluations are focused reviews of your website, booking process, inquiry handling and property presentation. Every one ends the same way: documented findings and a prioritized action plan for management.
Will staff know an evaluation is taking place?
For discreet guest evaluations, an authorized owner or manager agrees the scope and timing window while normal guest interactions remain unannounced to frontline staff. Property Experience Assessments are arranged visits. The appropriate approach is confirmed before the engagement.
What does the fee include?
The professional fee covers the agreed evaluation, report, and management debrief. Accommodation, travel, and other approved evaluation expenses are additional. The total scope and budget are confirmed before scheduling.
When will I receive the report?
The report is delivered within five business days after the agreed assessment window closes. Overnight evaluations can include a short post-stay observation period so follow-up communications can be reviewed.
Do you evaluate vacation rentals and small inns?
Yes. The same method applies to any property a guest books and stays in. The scope is adjusted to how the property runs: a rental with self check-in is assessed on its listing, booking path, pre-arrival instructions, arrival and stay.
Are reports confidential?
Reports are prepared for the commissioning client. Property-specific findings are not published as public ratings or case studies without separate permission.
Request an assessment
Get your scope by email.
Two quick steps. No call required.
You send the requestAbout a minute.
We email a scope and budgetProfessional fee and expenses, agreed up front.
You approve. We schedule.Nothing is booked before that.
Your request goes to Erik LeavellWeb Director, Codified