Dear Toni Sandridge,
Please find attached the following guidelines for your upcoming Mystery Guest Evaluation:
- The GDI Audit Guidelines – refer to this before and during the audit
Please review them carefully and reach out to us for any queries.
🏨 Hotel Assigned To You
🏨 Hotel
Le Blanc Los Cabos (3 Nights & 4 Days)
👥 Auditors
Couple — Leisure
📍 Address
Carr. Transpeninsular SJC-CSL. Km. 18.4. Lomas de Tule SJC. San Jose del Cabo, BCS. CP 23400. Mexico.
✉️ Email
Bookdirect@palaceresorts.com
Please make travel arrangements only after booking the hotel.
⚠️ Important Details
1
Remove "Mystery Shopper" from all social media profiles before the audit. Non-compliance leads to removal from the panel.
2
Evaluate all N/A brand standard areas even if they do not personally apply to you.
3
This is a Couple assignment (Leisure).
4
Reservation must be made by either calling the resort directly or through the website. Record the call and upload in MP3 format to GDI portal. Also evaluate booking via email and website. Transport is to be booked along with the reservation. Airport pick up and drop are to be booked ONLY through the hotel. When conducting multiple assignments, make sure you plan the pick ups and drops accordingly.
5
Spa is to be evaluated with the cheapest service. Make the reservation for the spa at your arrival. Couple massages are not permitted. Only individual massages should be booked and evaluated. Couple will take individual massages separately. — Evaluation for Couple · Spa budget: Cheapest service available.
6
You are NOT required to meet anyone for a debrief. Pay your bill and check out. GDI reimburses within the approved budget only.
✈️ Travel Budget
Flight BudgetUSD 300
Taxi BudgetAuditor home city taxis will be reimbursed on actual. No taxi reimbursement for hotel city taxi.
💳 Expense Limits During Audit
StayBase room category only
F&B (per day)These are all inclusive resorts, therefore not required
BarThese are all inclusive resorts, therefore not required
Laundry3 pieces of garments only
IntegrityNot to be evaluated
SpaCheapest service available.
TipsNot to be given
⚠️ If an auditor backs out from a confirmed audit, they will be removed from the panel and blacklisted.
🎯 Areas of Special Attention
- Black Out Dates For July Audit: 1, 2 & 3 July 2026. Please avoid these dates.
📌 Special Instructions
Hotel reimbursementThe hotel expenses will be reimbursed by the hotel directly to the auditor. This process may take upto 45 working days.
Audit fee & travel reimbursementGDI will only reimburse the audit fee and the travel expenses (as per the budget) after the approval of the report by the client which may take upto 45 days from the submission of the report.
📎 VERY IMPORTANT: Upload all Stay & F&B bills in the relevant section of your report on the GDI portal.
🏨 Front Office — Brand-Specific Evaluation Points
Airport/hotel transfers must be booked through the hotel for both pickup and drop-off. This is mandatory. - No other medium will be reimbursed under any circumstances.
🍽️ Food & Beverages — Brand-Specific Evaluation Points
Whisky-related bar questions are extremely important. Auditors must ask and report them accurately. No incorrect or fabricated whisky names should be used.
💆 Spa & Recreation — Brand-Specific Evaluation Points
Spa appointments must be booked on the first day of the audit.
Spa is allowed for a couple but they have to experience the sessions separately and not together.
Couple massages are not permitted. Only individual massages should be booked and evaluated. So the couple will take individual massages separately
📋 General — Brand-Specific Evaluation Points
If golf is applicable, it must also be booked at arrival and should not be missed.
Report is to be submitted on the day of the check out.
📖 Auditor Reference Guide
This section replaces the attached PDF guidelines. Please read carefully before your audit.
🔑 Before You Arrive
📱
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 10:00–18:00 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. Do NOT book via this email.
📸 Photography Requirements
Hotel ArrivalPhotograph curb, lobby, front desk, lifts upon arrival.
Room ArrivalMin. 30 photos of room + bathroom immediately on entry. Plus a 2-min video capturing all amenities.
Daily HK (Morning)10 photos before leaving for breakfast + 10 photos on return.
Turndown (Evening)10 photos before leaving in the evening + 10 photos on return.
⚠️
Always take AFTER photos even if housekeeping did NOT service the room. Be discreet in public areas; no other guests in frame.
✅ Mandatory During Stay
🍽️ F&BBreakfast Day 1 at start time, Day 2 at end time. Lunch & dinner at all hotel restaurants at least once.
🛏️ In-Room DiningOrder at least once. Note associate name, time, upselling attempts.
🍹 BarVisit at least once. Order one drink, observe upselling & cross-selling. Note name & time.
🏊 Pool / GymPool: min 30 minutes. Gym: min 15 minutes. Both are verified via CCTV footage.
👔 LaundrySend exactly 1 item. Place currency in pocket (min local equiv. of $10) for integrity check.
🔧 MaintenanceReport 1 issue from your room. Note time, resolution, associate name.
🚫
At the travel desk: do NOT purchase any tour package.
🍫
Consume exactly 1 item from the minibar during the entire stay. Verify it appears on your final bill.
🔍 Integrity Scenarios
💰
Laundry: Place currency in laundry pocket. Verify it is returned. Use official currency names (USD, EUR, INR) in report.
🏠
Room: Leave cash or a small valuable in plain sight before housekeeping. Verify it is untouched on return.
🍽️
Restaurant: Raise a food complaint. Evaluate resolution speed, sincerity, and solution offered.
🔌
Room Scenario: Report a malfunctioning device. Evaluate how associates handle and resolve the issue.
📝 Report Writing Standards
✔️
Every question must be answered: Yes / No / NA. No = explanation + photo mandatory. NA = written justification required.
📅
Date format: July 25th, 2023. Time: 14:30 hours (24-hr only). Never use AM/PM, "mins", or "Hrs".
✍️
Executive Summary: written as a story/narrative in paragraph form. No bullet points. Cover positives, negatives, and improvement suggestions.
📎
Photos: JPG/PNG · Videos: MP4 · Audio: MP3 · Documents: PDF. All files high resolution, upright orientation.
🚫
Avoid personal bias. Write "I did not have a pleasant experience" — never "This is a horrible hotel."
✈️ Check-Out & Transport
🛫
Check out at standard time only. Early/late check-out requires prior written approval from GDI.
🚖
Post check-out cab must be arranged through the hotel and included in the hotel bill.
📤
Submit all reports within 48 hours of check-out. Late submission = removal from auditor panel.
Confidentiality Notice: The Auditor shall keep strictly confidential and shall not disclose, publish, or communicate any audit details, brand information, or confidential information obtained in connection with this audit, except as expressly authorized in writing by the Company or required by law.
A
Andrew David
Program Manager
Warm regards,
Andrew David
The Palace Company
gdiworldwide.com