Full Inspector Journey Map (Multi-Night)
Touchpoints typically experienced across an anonymous hotel evaluation stay.
Pre-arrival
Phone/email booking quality, confirmation accuracy, special request capture, website truthfulness.
Arrival
Curbside presence, luggage ownership, ≤5-minute registration, request confirmation, escort, luggage ≤10 minutes, room first impression.
In-stay (sample)
Housekeeping micro-detail, request timing, concierge ownership, restaurant/bar/IRD/breakfast, public areas at odd hours, fitness/pool/spa as applicable, problem-resolution test, preference continuity.
Departure
Folio review, billing accuracy, transport offer, seamless bags, personalized farewell.
Cross-cutting always on
Staff appearance, articulate language, no internal talk, acknowledgment in corridors, ethical privacy.
Train teams on the *journey*, not isolated tasks.
Internal training aid for Mr C Coconut Grove. Official ratings are awarded solely by Forbes Travel Guide.