Coyle Hotel Shops-not new to mystery shopping
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I've always been curious in how long it takes other shoppers to complete these type of reports. I'd be interested in SteveSoCal and others chiming in.
To me, eight hours or less seems like an acceptable budgeted amount of time.
When SteveSoCal shared his process with the reports, it helped me approach it better and gave me some assurance. Based on other posts shoppers have shared about how long their entire narrative is in a Word doc and their structure, I think my narratives may be on the shorter side though.
To me, eight hours or less seems like an acceptable budgeted amount of time.
When SteveSoCal shared his process with the reports, it helped me approach it better and gave me some assurance. Based on other posts shoppers have shared about how long their entire narrative is in a Word doc and their structure, I think my narratives may be on the shorter side though.
One night stay with a single restaurant would be in the 8 hour range for sure...but I don't see as many of those as I used to. I am seeing a trend to move to dining-intensive assignments where you have almost no time on property to do any work. In the past I used to do two night stays where you would get a single room service meal and a breakfast one morning. I could always knock those out with one day of work when I got back home.
The thing is, they have been changing up the standards in recent years, and adding more sections to the reports. You cannot see the requirements in advance of being assigned a shop, but I usually have some expectation based on prior shops for the same client of what will be required.
My most recent shop decimated all of my expectations for reporting time. I had done hotels for the client in the past, but they had changed so many things, it was like a brand new client. Constant eating. Numerous complaints. Multiple bars. Retail section. Pool section. Gym section. STEAM ROOM section. Honestly! There were separate sections for valet from bellman, but it was the same employee doing all of it, so I had to come up with a narrative that separated it out. The dining components had new sections with standards that have not been present for other hotels or restaurants in the past, so that took extra time to format. The bars had bar + lounge requirements, with even more food. There were multiple calls required outside of the reservation call, and all of this was for a hotel outside of the US where the staff were not native English speakers, which made collecting names difficult, and transcribing the phone calls even more so. The requirements were so absurd that it made it obvious I was the shopper, and that brought even more interactions with management constantly checking on me.
In the end, I had to put in three full days of work to get the report submitted. I have learned and will pass on anything moving forward that requires that much work. It was not worth it.
My recommendation is to apply and then don't feel bad about declining a shop once you see the requirements. If they are not going to disclose them up front, then they need to be understanding about shoppers cancelling after the shops have ben assigned. A more recent thing I have noticed is there being no mention of valet parking being required in the description, but then being required to park a car at the hotel, so it means extra car rental fees if you are flying in.
The thing is, they have been changing up the standards in recent years, and adding more sections to the reports. You cannot see the requirements in advance of being assigned a shop, but I usually have some expectation based on prior shops for the same client of what will be required.
My most recent shop decimated all of my expectations for reporting time. I had done hotels for the client in the past, but they had changed so many things, it was like a brand new client. Constant eating. Numerous complaints. Multiple bars. Retail section. Pool section. Gym section. STEAM ROOM section. Honestly! There were separate sections for valet from bellman, but it was the same employee doing all of it, so I had to come up with a narrative that separated it out. The dining components had new sections with standards that have not been present for other hotels or restaurants in the past, so that took extra time to format. The bars had bar + lounge requirements, with even more food. There were multiple calls required outside of the reservation call, and all of this was for a hotel outside of the US where the staff were not native English speakers, which made collecting names difficult, and transcribing the phone calls even more so. The requirements were so absurd that it made it obvious I was the shopper, and that brought even more interactions with management constantly checking on me.
In the end, I had to put in three full days of work to get the report submitted. I have learned and will pass on anything moving forward that requires that much work. It was not worth it.
My recommendation is to apply and then don't feel bad about declining a shop once you see the requirements. If they are not going to disclose them up front, then they need to be understanding about shoppers cancelling after the shops have ben assigned. A more recent thing I have noticed is there being no mention of valet parking being required in the description, but then being required to park a car at the hotel, so it means extra car rental fees if you are flying in.
Thanks for all the information. I had decided not to complete shops for Coyle based on similar information years ago. I am willing to spend a few hours completing a report but i cant imagine 8 hours. It isn't necessarily the report writing time that turns me off as much as what I imagine I need to observe that could take 8 hours to the write out.if i cant enjoy the experience , it probably isnt worth it.
I'm with Steve on this one. I can't even enjoy the visit with that many interactions. My companion doesn't enjoy the visit because I am always busy and rechecking that I did not miss anything. 8 hours post-visit sounds right, but you are going to burn MANY hours on-site keeping track of all of the interactions.
I had one last weekend. I would say about 8 hours but like Steve said things are changing. First off, it was about $1200 for about a 3 star hotel. It was in a cruise port, so I get the upcharge, but the hotel was incredibly dated. I had so many things go wrong. It was so frustrating. First of all, I had an integrity shop at a bar, but the resort was cashless. The bar of that name no longer existed, but it was still billed as such on my folio. I was supposed to have luggage brought to my room and the staff seemed perplexed by this.... and never brought it. I was supposed to have staff retrieve my luggage from the room, and they quote a 10 minute wait.... and never showed. The other bars were closed when they were supposed to be open. It was literally one nightmare situation after another that required extensive reporting. I was disappointed and exhausted. And like Steve said, multiple complaints which were listed by month and a little awkward to complete because they just feel so elaborate sometimes. But overall, it was fine. Just don't expect every trip to be a dream (some are).
@nolimitem wrote:
It was literally one nightmare situation after another that required extensive reporting.
Anything too good or too bad is problematic for reporting. They clearly were not suspecting you, at least.
I had a room service breakfast on the last shop that had 5 phone calls included in it. My original order. The call from them to make sure they included the right spreads for the toast. Another call to tell me they couldn't supply the dessert that THEY RECOMMENDED! Yet another call to tell me they were on the way, but late. And a final call to tell me they wanted to pick up the dishes, and that they had managed to make the dessert they originally denied me...and it was on the house.
I set the tray in the hallway so that they could collect it and the restaurant manager came for it. She knocked on my door & wanted to make sure I enjoyed the meal. The server shows up with the free dessert while I am talking to the manager. Now I need a picture of that, and it even more interactions to write up! But the manager won't leave and it insisting I try the dessert.
I had also done everything but the retail shop around the time I was leaving the hotel after check out. The bellman took my valet ticket, looked me straight in the eyes and said, "Perhaps you want to browse the gift shop while we get your car."
I felt like I had to put extra attention into getting every detail perfect on the report because they were expecting it, and they were trying so hard to hit every single standard.
@SteveSoCal wrote:
I had also done everything but the retail shop around the time I was leaving the hotel after check out. The bellman took my valet ticket, looked me straight in the eyes and said, "Perhaps you want to browse the gift shop while we get your car."
OMG dying ....
I wonder if any of you have ever seen the movie "A Five Star Life"?. It's about 10 years old. It's an Italian movie about a woman who's a professional luxury hotel evaluator....some of the scenes are outrageously gorgeous....I first saw it before I ever did a shop. It ruined me. Our shops here are not even close to that level of glamour...I believe she's a full time employee though. Still worth viewing IMO.
I've always wondered how the raters at AAA do it....I believe they are employees, not sure.
Edited 1 time(s). Last edit at 12/26/2024 06:20PM by BarefootBliss.
I've always wondered how the raters at AAA do it....I believe they are employees, not sure.
Edited 1 time(s). Last edit at 12/26/2024 06:20PM by BarefootBliss.
I did see the movie! How often do we get to see our "jobs" portrayed on a screen in a way that is not misleading and actually fairly accurate.
Some of the questions shown on the screens for the forms the main protagonist is filling out seem to be taken directly from the forms we actually deal with.
Some of the questions shown on the screens for the forms the main protagonist is filling out seem to be taken directly from the forms we actually deal with.
As always there''s not much I can add to a Coyle thread that @SteveSoCal hasn't already explained. But it's worth mentioning that the chain Coyle shops where you can bring your pet is a whole other ballgame. One restaurant meal, a few interactions, and the happy hour and self-serve coffee station are about it beyond the obvious like check-in and check-out. Morning housekeeping but not turndown service (which outside of cruise ships I'd never even heard of before I started shopping for Coyle!).
The report is more interested in the "vibes" than anything else. So a much faster report -- and, on the flip side, you'll be paying for all of your breakfasts and lunches and one of your dinners, which may or may not be a plus depending on where you're staying and if you're in a situation where you can bring some of your own food and utensils to the room (which has a fridge but not a microwave).
By the way, when it comes to those long reports, the "complaint by month" guidelines reminds me that I recently shopped a really nice resort in the middle of the woods. Every guest gets their own beautifully appointed cabin. Nothing else within walking or probably even driving distance and it was freezing and snowing so I didn't mind that we had to eat LOTS of meals there, go to the spa, etc.
As it happens the "complaint" for that month was to complain about noise from the street, hallways, other guests or HVAC. So unless someone was really throwing a rager (not likely with the demographic that we encountered) you'd almost certainly never hear another guest, there are no loud hallways/elevators/ice machines, and imagine how silly it would have been if I had complained about the noise coming from the woods (not that there was anything as all the animals were hibernating). And the HVAC was silent and worked great. Thankfully there was a minor issue with their TVs I could invent a complaint out of!
I've been lucky in that respect: My prior Coyle resort shop required some other equally dubious complaint for that month, but when I went to test the water pressure the shower knob came right off, going me a great excuse for an actual complaint.
The report is more interested in the "vibes" than anything else. So a much faster report -- and, on the flip side, you'll be paying for all of your breakfasts and lunches and one of your dinners, which may or may not be a plus depending on where you're staying and if you're in a situation where you can bring some of your own food and utensils to the room (which has a fridge but not a microwave).
By the way, when it comes to those long reports, the "complaint by month" guidelines reminds me that I recently shopped a really nice resort in the middle of the woods. Every guest gets their own beautifully appointed cabin. Nothing else within walking or probably even driving distance and it was freezing and snowing so I didn't mind that we had to eat LOTS of meals there, go to the spa, etc.
As it happens the "complaint" for that month was to complain about noise from the street, hallways, other guests or HVAC. So unless someone was really throwing a rager (not likely with the demographic that we encountered) you'd almost certainly never hear another guest, there are no loud hallways/elevators/ice machines, and imagine how silly it would have been if I had complained about the noise coming from the woods (not that there was anything as all the animals were hibernating). And the HVAC was silent and worked great. Thankfully there was a minor issue with their TVs I could invent a complaint out of!
I've been lucky in that respect: My prior Coyle resort shop required some other equally dubious complaint for that month, but when I went to test the water pressure the shower knob came right off, going me a great excuse for an actual complaint.
I believe I saw the movie Five Star Life. For some reason, I had a picture of Meryl Streep in my mind. But when I saw the IMDb and picture of the main character, it rejogged my memory.
As it pertains to mystery shopping, I recently had this thought of some videos with Gordon Ramsay when he talked about his experience with Michelin food inspectors/critics. He said something along the lines of restaurants trying to identify the person, having the picture of the suspected person in the back, and ensuring the whole experience was perfect. He talked about how that one person could make/break a restaurant. On a smaller, cuter, and light-hearted scale, I'm reminded of the animated movie Ratatouille.
Thinking about some of the Coyle reports, one comfortable element for me was requesting turndown service. Sometimes, the room service meal was from the same restaurant that was to be evaluated later as a dining experience. The interactions, I tried to group together and get out the way. If I did the hotel shops outside of where I live and weren't resorts, I can better picture the frustrations now.
Edited 1 time(s). Last edit at 12/26/2024 10:46PM by Okie.
As it pertains to mystery shopping, I recently had this thought of some videos with Gordon Ramsay when he talked about his experience with Michelin food inspectors/critics. He said something along the lines of restaurants trying to identify the person, having the picture of the suspected person in the back, and ensuring the whole experience was perfect. He talked about how that one person could make/break a restaurant. On a smaller, cuter, and light-hearted scale, I'm reminded of the animated movie Ratatouille.
Thinking about some of the Coyle reports, one comfortable element for me was requesting turndown service. Sometimes, the room service meal was from the same restaurant that was to be evaluated later as a dining experience. The interactions, I tried to group together and get out the way. If I did the hotel shops outside of where I live and weren't resorts, I can better picture the frustrations now.
Edited 1 time(s). Last edit at 12/26/2024 10:46PM by Okie.
There was a time in the last century when Phyllis Richman (restaurant critic for the Washington Post) who often dined in disguise, was considered the most powerful person in Washington DC. LOL.....the ultimate mystery shopper.
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