650+ key criteria to assess your hotel or congress center – Secret Congress Guests by Hotel Experts
An innovative methodology, encompassing more than 650 key criteria, provides hotel and conference center owners with an objective evaluation and a clear picture of the services they offer.
Successfully developed and refined over more than 10 years, it has certified over 350 properties in Europe. Due to its impartiality and transparency, the system holds a high reputation among event organizers.
What is the Hotel Rating Matrix?
The hotel evaluation matrix contains 650+ measurable assessment criteria grouped as follows:
- First online contact with the client – 35
- General impressions upon arrival – 36
- Entrance lobby – 20
- Employee behavior – 15
- Reception – 55
- Hotel room – 40
- Hotel bed – 20
- Bathroom and toilet – 35
- Hotel breakfast – 109
- Bar(s) – 48
- Restaurant(s) – 76
- Toilets – 10
- Conference rooms – 53
- SPA and Wellness – 33
- Sales and communication – 9
- Overall impression – 8
- Sustainable practices – 22
Each category is assessed through a share of evaluation criteria and the average result, which helps improve the quality of individual elements.
Additionally, as part of the evaluation matrix, the following subjective results are provided to help with improvements in areas such as:
- Architecture, Reputation, Communication, Pricing Policy, Location
How does the Certification Process Work?
- Self-Evaluation: The hotel or conference center conducts a self-assessment using a matrix identical to that used by the mystery client.
- Mystery Client Visit: A mystery client visits the hotel or conference center and evaluates it using the matrix. For certain matrix elements, the evaluations can be supplemented with personal comments, photos, and video evidence.
- Results Comparison: The self-assessment results or the mystery guest’s findings are compared, and the final result is presented through a detailed report or a presentation to the management.
What are the Additional Benefits for the Client?
When the final result falls within the range of 4.41 to 5.00, the property is certified in the corresponding category: Gold, Silver, or Bronze.
Additional benefits for clients receiving certification include:
- Proof and guarantee of quality.
- Clear positioning in the international market.
- Comprehensive promotion through all communication channels and “Kongres Magazine”
