SUCCESS STORIES

From Reviewer to Customer:
HPlus Hotelaria & Mister O.

To gain a deeper understanding of its guests’ actual experiences and improve its service standards, Hplus Hotelaria has adopted the Mystery Shopper methodology in partnership with Mister O.

HPlus Hospitality and Mister O.

With over 20 years of experience, Hplus Hotelaria is headquartered in the Midwest and began operations with a focus on extended-stay hotels. Over the course of its history, it has established itself as a leader in hospitality, combining quality service, modern facilities, and strategic locations.
Currently, Hplus is the largest hotel chain in the Midwest, a leader in the hospitality sector, with 17 hotels in operation, ranking among the 14 largest brands and the 11 leading hotel management companies in Brazil.
Committed to excellence, the chain continuously invests in innovative strategies to understand and enhance, in a customized manner, the experience of its guests. The focus is on respecting the unique characteristics of each property, leveraging their strengths, and enhancing the quality of customer touchpoints.

The challenge

Given its expansion and strategic positioning, Hplus Hotelaria was seeking a solution that would enable it to:
Objectively evaluate service quality across its properties;
Establish a standard of excellence through an analytical, data-driven approach;
Simulate the actual guest experience;
Gather detailed information on service processes and workflows across the entire network.

Implementation

The mystery shopper project was carefully designed with a focus on generating strategic insights into the guest journey and experience.
The methodology employed involved a continuous and comprehensive analysis of interactions across different time periods and operational contexts. To ensure impartiality and legitimacy, Mister O. selected researchers with no prior relationship with Hplus Hotelaria, guaranteeing an unbiased perspective aligned with that of a real customer.
The project included the simulation of real-life service situations, allowing evaluators to experience, in practice, the services offered by the chain. This approach enabled a deep understanding of operational workflows, internal processes, and service quality across multiple scenarios.
Additionally, a detailed evaluation was conducted of all touchpoints, from the initial contact through to post-stay, providing a comprehensive view of the guest journey and highlighting opportunities for improvement at every stage of the experience.

Mister O's choice

Hplus Hotelaria identified Mister O. as the ideal partner to conduct a structured mystery shopper initiative, a methodology that anonymously evaluates the quality of customer service, facilities, and the overall guest experience.
The choice was motivated by Mister O.’s solid track record, the professionalism of its team, and the brand’s established market presence. Its expertise, combined with a robust portfolio and excellent services, enabled an accurate, data-driven understanding of customer perceptions.
Another distinguishing factor was the presentation of tools and processes fully aligned with the specific needs of Hplus Hotelaria. This alignment ensured that the surveys were conducted efficiently and that the results obtained were relevant, applicable, and strategic for the chain’s reality.
Also noteworthy was the delivery of consistent reports, accompanied by in-depth analyses and practical guidance, as well as continuous support throughout the project. These factors were decisive for the success of the initiative and for the renewal of the contractual partnership through 2026.

Results

The partnership between Mister O. and Hplus Hotelaria has had a significant impact on the customer experience strategy. Mystery shopping has established itself as an essential tool for diagnosing issues and continuously improving services.
The data and insights obtained have enabled precise adjustments to operational processes, driving improvements in service quality and facilitating more informed decisions aligned with guest expectations.
The regularity of the reviews also contributed to team engagement, encouraging the maintenance of high quality standards in interactions with customers and positively impacting the overall experience.

Conclusion

The partnership between Mister O. and Hplus Hotelaria demonstrates how the mystery shopper methodology can serve as a strategic tool for raising service standards, optimizing processes, and increasing customer satisfaction in the hotel industry.
The partnership demonstrates the value of an approach aligned with business needs, supported by consistent solutions, qualified analysis, and a continuous focus on performance, operational excellence, and the evolution of the customer experience.