Field Agent tagged along with more than 50 customers as they mystery shopped six popular hotel chains across the United States. Which national hotel brand made the best impression on these guests? Find out, in this mystery shop report from Field Agent.

1. Mystery Shop of
6Popular
Hotel Chains

2. Field Agent went along with 53 different hotel guests as they stayed at one of
six moderately-priced, nationwide hotel chains in early 2019. The entire
mystery shop was completed entirely through the Field Agent mobile app.
ABOUT THE MYSTERY SHOP
AGENTS:
N = 53
Winter 2019
GENDER
Men
Women
47%
53%
HOTEL CHAIN
Hampton Inn (NOT Hampton Garden Inn)
Fairfield Inn & Suites
Best Western (NOT Best Western Plus or Premier)
Comfort Inn & Suites
Holiday Inn Express (NOT Holiday Inn)
Baymont Inn & Suites
12
10
8
8
8
7
AGE
18-24
25-34
35-44
45-54
55-64
65+
4%
28%
30%
25%
11%
2%
2
MYSTERY SHOP LOCATIONS # of visits

3. Where 5 is excellent and 1 is poor, rate the following dimensions of the
OUTSIDE of the hotel.
3
Baymont Inn Best Western Comfort Inn Fairfield Inn Hampton Inn
Holiday Inn
Express
AVERAGE
External signage (availability,
visibility, illumination)
3.7 4.4 3.5 3.9 4.2 4.1 4
Curb appeal (i.e., attractiveness of
the property as pulling up or
driving by)
3.1 3.6 3.8 3.6 4.3 4.1 3.8
Parking lot size and condition 3.1 4 3.8 4.1 4.4 3.9 3.9
General cleanliness 3.4 4.1 4.1 4.1 4.8 4.5 4.2
The outside of this hotel
OVERALL
3.6 4.1 4 4.6 4.7 4.1 4.2

4. Take a picture of the outside of the hotel where you're staying

5. Take one photo of the parking lot to show us how full it is
Williamsport, PA
9:22pm
Gothenburg, NE
7:52am
Saginaw, MI
7:07pm
Reno, NV
8:31pm
5

6. Upon arriving inside, did the front desk employee do the following?
%s reflect the number of agents who responded "yes."
Baymont Inn Best Western Comfort Inn Fairfield Inn Hampton Inn
Holiday Inn
Express
AVERAGE
Greet you in a polite,
personal manner?
86% 88% 100% 100% 100% 100% 96%
Answer any questions you
had satisfactorily?
86% 100% 100% 90% 92% 100% 94%
Attempt to sell you
additional services, a larger
room, etc.?
0% 0% 0% 20% 0% 25% 8%
Explain check-out
procedures?
86% 63% 38% 60% 75% 63% 64%
6

7. Where 5 is excellent and 1 is poor, rate the check-in process on the
following dimensions.
Baymont Inn Best Western Comfort Inn Fairfield Inn Hampton Inn
Holiday Inn
Express
AVERAGE
Friendliness of the hotel
employee(s) who checked you in
4.9 4.8 4.3 4.9 4.8 4.9 4.7
Competence of the hotel
employee(s) who checked you in
4.7 4.6 4.5 4.8 4.9 4.9 4.8
Ease and efficiency of the check-
in process
4.7 4.5 4.6 4.8 4.9 4.9 4.8
General cleanliness and upkeep
of the hotel entranceway and
lobby
4.3 4.8 4.6 4.8 4.5 4.8 4.6
The check-in process OVERALL 4.9 4.6 4.6 4.8 4.9 4.8 4.8
7

8. Including any time waiting in line, how long did it take (in minutes) to
check-in to the hotel?
Baymont Inn Best Western Comfort Inn Fairfield Inn Hampton Inn
Holiday Inn
Express
AVERAGE
Fewer than 3
minutes
43% 50% 100% 70% 92% 88% 75%
4-7 minutes 43% 38% 0% 30% 0% 13% 19%
8-10 minutes 0% 13% 0% 0% 8% 0% 4%
11-15 minutes 14% 0% 0% 0% 0% 0% 2%
8

9. Take photos of common areas inside the hotel

10. Where 5 is excellent and 1 is poor, rate the general cleanliness and upkeep
of the following areas.
Baymont Inn Best Western Comfort Inn Fairfield Inn Hampton Inn
Holiday Inn
Express
AVERAGE
The hotel
breakfast/dining
area
3.9 4.5 4.9 4.7 4.6 4.8 4.6
The hotel
swimming pool
area
4.9 4.6 4.6 4.5 4.4 4.5 4.6
The ice-and
vending-machine
area you visited
4.6 4.6 4 4.2 4.2 3.9 4.2
The hallway
leading to your
room
4.1 4.1 4.4 4.7 4.6 4.4 4.4
10

11. Where 5 is excellent and 1 poor, rate your room on the following
dimensions.
Baymont Inn Best Western Comfort Inn Fairfield Inn Hampton Inn
Holiday Inn
Express
AVERAGE
Temperature of the
room 3.1 3.9 3.4 4.4 4.3 4.3 3.9
Bed(s) 4.3 4.4 4.4 4.7 4.5 4.4 4.5
Sink 3.9 4.6 4 4.8 4.5 4.4 4.4
Toilet 3.9 4.6 4.1 4.5 4.5 4.4 4.4
Towels 3.9 4.4 4.5 4.6 4.4 4.6 4.4
Toiletries (e.g., soap,
shampoo, mouthwash) 4.1 4.4 3.9 4.8 4.3 4.8 4.4
Appliances (e.g.,
microwave, refrigerator) 4 4.5 4.3 4.3 4.4 4.9 4.4
Tabletops/countertops 4.1 4 4.6 4.5 4 4.5 4.3
The room OVERALL 3.4 4.5 4.1 4.6 4.3 4.5 4.3
11

12. Take pictures of different features inside your room, focusing on things you like and don’t like

13. Some things mystery shoppers didn’t like in their rooms…

14. Based on all you’ve witnessed to this point, are you more or less likely to
return to this specific hotel location in the future?
14
Fairfield Inn Best Western Holiday Inn Express Hampton Inn Comfort Inn Baymont Inn
57%
63%
75%
88%88%
100%
AVERAGE
79%
%s reflect those who said they’re more likely to stay at the hotel

15. How helpful did you find the hotel’s mobile app in helping you learn
about and/or manage your stay?
15
Fairfield Inn Hampton Inn Best Western Holiday Inn Express Baymont Inn Comfort Inn
25%
43%
63%63%
75%
90%
AVERAGE
62%
%s reflect those who said “extremely” or “very” helpful

16. Where 5 is excellent and 1 is poor,
rate this hotel's mobile app.
Baymont Inn
Best Western
Comfort Inn
Fairfield Inn
Hampton Inn
Holiday Inn Express 4.1
4.3
4.2
3.5
4.4
3.7
16
AVERAGE 4.1

17. Actual Agent Screenshots of
Hotel Mobile Apps
17

18. Check-In to Your Own Hotels
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