Mystery Guest Evaluation Confirmation
Nikki Beach Resort & Spa, Dubai
Auditor Name: Natalia Vakulenko
Auditor Email: nvakulenko@yahoo.com
Dear Natalia Vakulenko,
Below are the details and guidelines for your upcoming Mystery Guest Evaluation.
Assignment Details
| Hotel | Nikki Beach Resort & Spa, Dubai (2 Nights & 3 Days) |
| Auditor Profile | Couple — Business/Leisure Traveler |
| Address | PO Box 8286, Pearl Jumeira, Dubai, United Arab Emirates |
| Phone | +971 4 376 6000 |
| reservations.dubai@nikkibeachhotels.com | |
| Website | https://nikkibeach.com/dubai/ |
| Audit Fee | USD 100 |
| Audit Timeline | Check-in: after 21st Sep 2026 Check-out: before 30th Sep 2026 Report due: within 48 hours of check-out |
Check Out Instructions: Complete the guest journey and reveal your identity and proceed with the GM Debrief.
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General Instructions
- Reservations must be made directly with the property using the method specified above; do not use third-party booking channels.
- Follow the auditor profile stated above exactly — any deviation may result in cancellation of the assignment.
- Evaluate every applicable facility, service and touchpoint at the property. Marking an item "Not Applicable" without assessing it is not acceptable.
- Remove any reference to "mystery shopper" or similar terms from public/social media profiles prior to the audit.
- Record any mandatory calls (e.g. reservation, in-room dining, housekeeping) and upload them in the required format.
- Spa is to be evaluated for this assignment — mark related checklist sections as per your experience.
- Complete the full guest journey (including check out) before revealing your identity and requesting the General Manager debrief.
- A minimum 30-minute debrief with the General Manager is required to complete the assignment.
Once the debrief is completed, the hotel will process the applicable waivers/reversals for accommodation, F&B and other eligible charges, as per the hotel’s internal process. The timing of the reimbursement or reversal may vary by property and may take up to 45 days. Any advance payments made by the auditor will be reimbursed in accordance with the agreed process.
GM verifies you via:
GDI Letter of Identification
- Original ID matching the Letter, with exact audit dates
Conduct the audit exactly as per the letter. GDI is not responsible for any financial loss due to non-compliance.
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Audit Budget & Expense Guidelines
| Item | Budget / Instruction |
|---|---|
| Flight Budget | No flight budget for this assignment. |
| Airport Pick | Evaluate the property's own transfer service as it is part of the checklist; Request for airport pick along with the room reservation. Ask the hotel to drop you back to your destination after the GM debrief. |
| Cab Expenses | Home-to-airport transfers may be claimed based on actual receipted expenses. |
| Category | Limit / Instruction |
|---|---|
| Stay | Covet or Luxx room category only, including breakfast. |
| F&B (per day) | AED 1000 daily limit Only one drink is allowed for the evaluation of the bar |
| Laundry | 2 garments for evaluation purposes. |
| Spa | Cheapest service available at the spa for one person only |
| Tips | Not permitted; not reimbursed if paid. |
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Airport Pick-up & Drop-off – Request and evaluate the hotel’s airport transfer service.
- Special Scenario: Before calling the bell boy to collect the luggage, the auditor should leave a personal article beside the luggage and exit the room, leaving both the luggage and the article inside. The auditor should observe whether the bell boy collects the luggage and the personal article. During checkout at the Front Desk, the auditor should check whether the bell boy returns the personal article to the auditor along with the luggage.
- Bungalow 34: Please evaluate Bungalow 34 as the main à la carte restaurant and ensure you claim reimbursement during the GM debrief before departing the hotel. Be sure to keep the receipt, and do not have the meal charged to your room.
- Outlet Reservation: You need to evaluate all the 3 a-la-carte restaurants available at the hotel. Also, please make reservations for - Spa, Beach club lunch, beach club pool side & bungalow 34 at the check-in so that you don't miss the availability.
- Black out dates - DO NOT check out on a weekend. Check out only on a week day.
- Report Submission - The report is to be submitted with-in 48 hours of the check out.
- Hotel Reimbursement: The hotel will reimburse the amount paid by the auditor with-in 45 days of the check out. This is the maximum turn around time, if the amount is not paid with-in this period, the same will be reimbursed by GDI.
- Emotional Intelligence: The Emotional Audit is to be evaluated throughout the entire guest journey. Pay close attention to how the hotel creates a genuine sense of warmth, personalization and care, and document specific moments that contribute to a memorable guest experience
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1. Submit GM debrief discussion points in "GM DEBRIEF" at least 12 hours before check-out. Proceed only after Quality Team approval.
2. Letter of Identity: On the last day, complete the entire check-out experience before clicking the “Check Out” button. Do not click the button prematurely. Once “Check Out” is selected, the Letter of Identity will be generated and shared with you instantly, and a copy will also be emailed to the hotel’s GM. Therefore, ensure that all check-out procedures, including settling the bills, have been fully completed before clicking the button
- Login to the GDI Portal and review all Brand Standard sections and questions before your stay.
- Remove "Mystery Shopper" from all social media profiles.
- Make the reservation call between 10:00–15:00 local time. Record the call (MP3). Do NOT use third-party booking platforms.
- Also email the hotel using a different name and email to evaluate the email reservation process (if part of the checklist on the GDI portal). Do NOT book via this email.
- Follow the checklist on the GDI Portal throughout the entire stay. Do not rely on memory or assume that a question is not applicable.
- Review the relevant questions before testing each service so that all required steps, timings and scenarios are completed correctly.
- Follow all mandatory audit instructions, special focus areas and scenarios mentioned in the portal checklist.
- Capture the required photographs, videos and audio recordings at the appropriate stage of the guest journey and upload them against the relevant questions.
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- Do not reveal your identity as an auditor until the instructed point in the audit process.
- Document observations immediately or as soon as possible after each experience to ensure the final report is accurate and detailed.
- Before check-out, review the portal checklist once again and ensure that all required tests, questions and supporting evidence have been completed.
- Experience the hotel as a regular guest while maintaining a low profile. Make use of all applicable services and facilities naturally, without drawing unnecessary attention to yourself or revealing that you are conducting an audit.
- Complete the entire guest journey. Ensure all applicable services have been experienced and all outstanding bills have been settled.
- Reveal your identity after completing check-out and introduce yourself professionally to the General Manager.
- Highlight key positive observations and areas for improvement, using specific examples from your stay where appropriate. Discuss any significant findings or service gaps identified during the audit in a professional and constructive manner.
- Answer any questions raised by the GM regarding your observations and provide clarification where required. Do not share any proofs collected
- Maintain confidentiality throughout the debrief and do not disclose confidential GDI processes, scoring methodology or other internal audit information.
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- Take photographs before touching or using anything in the room wherever a “before” condition is required.
- Ensure photographs are clear, well-lit and properly framed, with the relevant item or area fully visible.
- Avoid excessive or repetitive photographs; every photograph should serve a purpose or support an audit observation.
- Always take AFTER photographs even if housekeeping did NOT service the room. This allows the report to demonstrate the room condition at the relevant point in the guest journey.
- Be discreet when taking photographs in public areas. Do not intentionally capture other guests or identifiable individuals in the frame.
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- Do not photograph confidential documents, payment-card details, personal information or other sensitive guest information.
- All photographs should be clear, well-framed and relevant to the audit requirement. Avoid unnecessary duplicate photographs.
- Where possible, ensure all photographs are timestamped. This helps establish the timing and sequence of the guest journey and supports the accuracy of the audit report.
- Do not edit, filter, crop or otherwise manipulate photographs in a way that could alter the actual condition observed.
- Retain the original photographs until the audit has been fully submitted and approved.
- If a required item or facility is unavailable, photograph the area where it would normally be located and clearly document the observation in the report.
- Upload photographs in the correct section of the report and ensure they correspond to the relevant question/observation.
- Do not rely solely on photographs for important observations; provide a clear written description of what was experienced
- Recommended method for recording calls: Put the call on speakerphone and use a second device to record the conversation. This generally provides clearer audio and ensures that both sides of the conversation are captured.
- Record all mandatory telephone interactions required as part of the audit, including reservation and knowledge-testing calls such as IRD, Laundry request, HK request, etc.
- Ensure the recording captures the complete interaction, from the beginning of the call until the conversation ends.
- Test your recording before making the call to ensure that both your voice and the staff member’s voice are clearly audible.
- Keep the recording clear and uninterrupted; avoid background noise wherever possible.
- Save the original recording and upload it to the GDI portal in the designated section.
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- Do not edit or manipulate the recording before submission.
- Where possible, retain the recording with the corresponding date and time to support the sequence of the guest journey.
- Write in first person and past tense.
- Answering Questions: Every question must be answered as Yes, No, or N/A. For a No response, provide a clear explanation and upload a supporting photograph where applicable. For an N/A response, provide a specific written justification explaining why the question does not apply.
- Date & Time Format: Use the date format July 25th, 2023 and the 24-hour time format (e.g., 14:30). Do not use AM/PM or abbreviations such as “mins” or “Hrs.”
- Executive Summary: Write the Executive Summary as a coherent narrative in paragraph form, not as bullet points. Cover the key positives, areas requiring improvement, and recommendations from the overall guest experience.
- File & Image Requirements: Submit photos in JPG/PNG, videos in MP4, audio recordings in MP3, and documents in PDF format. Ensure all files are high-resolution, clear, and correctly oriented (upright).
- Objective Reporting: Maintain an objective and factual tone throughout the report. Describe your personal experience and observations without using exaggerated or judgmental language. For example, write “I did not have a pleasant experience” rather than “This is a horrible hotel.”
- Laundry: Place currency in the laundry pocket. Verify it is returned. Use official currency names (USD, EUR, INR) in the report.
- Guest Room: Leave cash or a small valuable in plain sight before housekeeping. Verify it is untouched on return.
- Restaurant: Raise a food complaint and seek a discount or bill waiver. Evaluate resolution speed, sincerity, and solution offered
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- Room Cleanliness: Report a minor cleanliness concern. Evaluate empathy, ownership, response time, and resolution offered.
- Restaurant Complaint: Raise a concern about food quality or temperature. Evaluate sincerity, ownership, and solution offered.
- Delayed Service: Report that a requested service has been delayed. Evaluate communication, ownership, and recovery.
- Technical Issue: Report a malfunctioning room device. Evaluate how the associate handles and resolves the issue.
- Billing Concern: Question an incorrect or unclear charge. Evaluate how the concern is investigated and resolved.
- Unresolved Request: Follow up on a previous request that has not been completed. Evaluate ownership and follow-through.
Important: The scenario should be a minor, realistic service issue, not something that could create a genuine safety, financial, medical, or serious guest-relations problem. The auditor should evaluate the actual recovery process, rather than intentionally creating an unreasonable complaint.
🏨 Check-In: Check in strictly at the hotel’s regular published check-in time. Early check-in is not permitted for the audit.
🧳Check-Out: Complete check-out at the hotel’s regular published check-out time. Do not request or arrange a late check-out unless specifically instructed.
📋 Audit Submission: Submit the complete audit report within 48 hours of check-out. All questions, photos, videos, audio recordings and supporting documents must be uploaded before submission.
⚠️ Late Submission: Any delay beyond the required submission timeline will directly result in a reduction of both the audit fee and the eligible travel reimbursement, as per the applicable payment structure.
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- Within 48 Hours of Check-Out: No deduction – 100% Audit Fee + 100% Eligible Travel Reimbursement
- 48–72 Hours After Check-Out: Audit Fee deduction applies – Travel Reimbursement remains unchanged
- More Than 72 Hours After Check-Out: 100% Audit Fee + 100% Travel Reimbursement deduction
Once an audit has been accepted and confirmed by the auditor, the auditor is expected to complete the assignment as committed. Backing out or cancelling the assignment without a valid and pre-approved reason may result in the auditor being blacklisted from future GDI assignments.
💵 Audit Fee: The audit fee will be paid by GDI after the audit has been completed, the report has been submitted and approved, and all required deliverables have been received.
✈️ Travel Reimbursement: Eligible travel expenses will be reimbursed based on actual expenses incurred, subject to the approved travel budget and submission of valid receipts.
🧾 Receipts: All reimbursable expenses must be supported by clear and valid receipts. Expenses without supporting documents may not be reimbursed. Receipts must be available and presented in PDF. Screenshots are not accepted.
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⏳ Payment Timeline: GDI will process the approved audit fee and eligible reimbursements within 45 days from the date of audit submission, subject to the report and all required financial documents being reviewed and approved.
✈️ Missed Flights: Flights missed by the auditor for any reason will not be reimbursed by GDI. Any additional costs incurred as a result of a missed flight, including rebooking, cancellation, or change fees, will also be the auditor’s responsibility.
⛽ Fuel Expenses: Fuel expenses for personal vehicles will not be reimbursed by GDI unless specifically approved in advance. Any fuel cost incurred without prior approval will be the auditor’s responsibility.
🅿️ Airport Parking: Airport parking expenses are not reimbursed by GDI. Any parking charges incurred at the airport, whether for personal or other vehicles, will be the auditor’s responsibility.
🚗 Rental Car Expenses: Rental car expenses are not reimbursed by GDI unless specifically approved in advance. Any rental charges, insurance, fuel, parking, tolls, or other related costs incurred without prior approval will be the auditor’s responsibility.
CONFIDENTIALITY NOTICE
This document contains confidential and proprietary information intended solely for the assigned auditor and authorized personnel. The contents, including audit instructions, brand standards, scenarios, procedures, and supporting information, must not be shared, copied, reproduced, forwarded, or disclosed to any third party. The information contained in this document is to be used strictly for the purpose of conducting the assigned audit. Any unauthorized disclosure or misuse of the information may result in cancellation of the assignment and/or further action in accordance with the applicable confidentiality agreement
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