Mystery Guesting & Hospitality Audits

You Don’t See What Your Guests Experience.
But You Should.

Even great teams develop blind spots. Internal routines adjust. Standards drift. And what guests actually experience – that stays undocumented.

Yet every unnoticed micro-frustration leaves a mark:

• A slightly delayed check-in
• An unresolved issue
• A tired smile at breakfast

These moments feel small. But they add up — in review scores, brand perception, and missed revenue.

💡 Studies confirm: Emotional consistency at key touch-points drives guest loyalty more than amenities or location. (Pine & Gilmore, 1999; Oliver, 2014)

That’s Where We Come In.
Structured. Incognito. Strategically Actionable.

What We Do

We experience your guest journey undercover – just like real guests.

From booking to check-out, we document every detail:

• Service speed
• Emotional tone
• Gaps in follow-up or initiative

You receive a clear, prioritised report with metrics, narrative insights and ROI-based action steps.

What Makes Our Audit Different

1. Real Guest Journey — No Simulation

We stay invisible. Your staff behave naturally. What we see is what your guests see.

2. Report That Sparks Action

• Measurable KPIs (e.g. service latency, broken handovers)
• Emotional guest narratives (how it felt)
• Strategic Action Map ranked by impact & effort-benefit ratio

3. Customised to Your Brand

No off-the-shelf checklist. Scope shaped by your brand promise, guest profile and market positioning.

4. Experience Meets Empathy

10+ years in operations. 15+ countries as a traveller. We speak both languages: guest emotion & operational reality.

Who This Is For

• Boutique hotels & lifestyle properties
• STR / villa operators scaling quality
• Hotel chains needing external validation
• Asset managers seeking ROI indicators
• Brand leads monitoring multisite experience

Results That Matter

Clients improve:

• 🚧 Internal handovers & consistency
• 🤝 Guest satisfaction & repeat stays
• 💰 Upsell success & revenue per guest
• ⭐ Review scores across platforms
• 🔐 Risk management & brand protection

Most clients report measurable guest impact within 2–3 months.

What Clients Say

“The audit gave us much more than feedback. It shaped our roadmap and aligned the team around what truly matters.”
— Director of Operations, 4-Star Hotel, Berlin

“Bastian connects the dots between guest emotion and operational performance. That’s rare – and extremely useful.”
— Owner, Luxury Villa Group, Southeast Asia

What’s Your Next Step?

About Bastian Lucega

Bastian Lucega — founder of LBT Global LLC — combines hands-on hotel leadership, data-driven guest-experience audits, and the empathy of a slow-travelling globetrotter. A graduate in International Tourism Management from Germany; he brings more than ten years of operational and strategic expertise and has spent the past three years continuously exploring accommodations worldwide with his family, turning every stay into fresh insight for clients.

Bridge the gap between what brands intend — and what guests actually feel.

Still Deciding?

A Mystery Guest Audit is a strategic decision tool.

If you’re preparing your external check, for a repositioning, relaunch, expansion, or simply need clarity — this is your moment to get real insight without disruption.