What is The Hidden Guest?
We help luxury hospitality brands elevate their experience by uncovering the moments that matter most, both seen and unseen.
Our immersive guest journey evaluations reveal not only what your guests feel, but what they could have felt, highlighting both Emotional Touchpoints and Proactive Service that transform stays into stories.
Our Signature Offering
Why Emotional Touchpoints and Proactive Service Matters
Guests rarely remember the thread count, but they always remember how they felt. A warm greeting. An unspoken gesture. The moment you meet a need before it’s ever voiced. These are the moments that shape your reputation. It’s the difference between fine and felt.
We help you find and elevate these moments, transforming good stays into unforgettable ones.
Meet Kris & Lisa – Your Hidden Guests
We’re hospitality veterans, wellness experts, and former fine dining professionals with a passion for service excellence. With decades of combined experience, we know what luxury feels like and we know when it’s missing.
Whether it's a forgotten welcome drink or a spa experience that doesn't match the promise, we see what your guests won’t tell you.