Hotel spy: the lowdown on Bahrain's hotels

The Ritz-Carlton, Bahrain Hotel & Spa

This month, Grass Roots sent its hotel mystery shoppers to Bahrain to report exclusively for Hotelier Middle East

The Ritz-Carlton, Bahrain Hotel & Spa

The Ritz-Carlton, Bahrain Hotel & Spa scored well in terms of making a reservation, hotel arrival and departure, but lost points for not offering internet in the lobby, meaning this month’s winning score is not as high as in the previous locations of Dubai and Abu Dhabi.

The Diplomat Radisson Blu Hotel, Residence & Spa

Points were lost for The Diplomat Radisson Blu Hotel, Residence & Spa as a result of a lack of quality service and attention to detail, however, the mystery shopper did say that they would both return to the property and recommend it to friends and family.

Grab a copy of this month's Hotelier Middle East for more information

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It assists organisations to evaluate customer service through tailored mystery shopping programmes using genuine consumers.

These mystery shoppers collect information anonymously, making undetectable visits to a precise, but realistic brief.

They report back on their entire experience, from entry to exit. This method — using real people, in real situations, having real reactions — provides an accurate picture of the consumer experience.

Grass Roots has experience and an understanding of GCC consumers and the hospitality sector, and follows the premise that “what is really happening on the ground is essential for companies to address their shortcomings and change their processes in order to set and meet the highest customer service standards possible”.

Visit: www.grassroots.ae