Private Guest-Experience Advisory for Luxury Hospitality
We measure the moments
management never sees.
We arrive as any other guest would, unannounced, and pay attention to everything. Then we tell you, plainly and in confidence, what the experience actually felt like and what the gaps are costing you.
The Difference
What your guests notice, and never mention.
You know exactly what your property intends to deliver. What you rarely get is an honest account of what a guest received on a Tuesday night in February, when no one senior was on the floor.
That is what we bring back. Not a shopper’s checklist, but a clear, quiet account of what happened, why it matters, what it is costing you, and how to fix it.
From the founder
“I have spent more than twenty-five years in these rooms, on both sides of the table: on the floor, in the cellar, at the owner’s desk, and, for most of those years, as the paying guest at the corner table. In all that time I watched superb properties lose the guests they most wanted to keep, over small moments no one was measuring. The Patron Measure is the practice I wished existed.”
Anthony Clemenza
Founder · Trained through the Court of Master Sommeliers · Lawyer by training
About the firm →The LUXE Method
Four questions we ask of every moment.
Anyone can check whether the food arrived hot and on time. Almost nobody checks whether the table felt hurried while it waited. We score both, along with what the moment earned, what it said about your name, and what it risked.
Logistics
Did everything simply work?
Understanding
Did the team see who the guest was, and why they came?
eXecution
Did the guest get what you promise?
Emotion
How did the guest feel walking out?
Services
First we find out what your guests actually receive. Then, if you want, we help you fix it.
Evaluation is the honest account. We come in unannounced, score what we find, and show you what it costs. Advisory is what comes after: the written standard, the trained team, and a return visit to see whether it held.
Evaluation
02Restaurant & Wine Program AuditThe dinner and the wine service, judged the way a sommelier at the next table would judge them.Restaurants from $3,500. Hotel beverage programs from $15,000.03Hotel & Resort Stay AuditThe whole stay, from the booking email to the car pulling away.A one-night stay from $5,000. A multi-day resort visit from $12,500.05Ownership Advisory ReviewAn independent read on the asset, for the people whose money is in the building.A single asset from $15,000. Portfolios from $75,000.All evaluation work →Advisory & Development
06Standards & Service DesignWriting down the standard your house has kept in people’s heads.Standards programs from $20,000, depending on how many outlets and departments are involved.08Service & Beverage TrainingTeaching the standard, and the wine service that pays for itself.From $7,500 a day, plus travel billed at cost.09Competitive & Market BenchmarkingHow you compare to the three places your guests also considered.A competitive set from $12,500, rising with the number of properties visited.All advisory & development work →The Sample Report
Read what you would actually receive.
A full fictional specimen, built to the same standard as the work: scored on the LUXE Method, ranked by what to fix first, with the revenue left on the table priced per cover and a thirty-day plan with names against it.
Confidential audit · Specimen
A landmark fine-dining restaurant
78/100
- Logistics
- 88
- Understanding
- 72
- eXecution
- 81
- Emotion
- 69
Top failures
- No sommelier visited the table despite a $400 bottle order.
- A returning guest, noted in the reservation, was never recognised.
- A fourteen-minute gap between courses five and six went unaddressed.
Who We Serve
We work where the last five percent decides everything.
We do not take on hospitality broadly. We take on the rooms where the difference between good and unforgettable is small, costly, and perfectly obvious to the guest paying for it.
A Different Category
This is not mystery shopping.
Mystery shopping was built for chain retail: a large anonymous panel, an hourly rate, and a long report that lands weeks after anyone had time to read it. The shopper has often never sat in a room like yours as a paying guest, and your regulars can tell.
We built the opposite. An evaluator who has run a floor like yours, or spent twenty-five years sitting where your guests sit, and who looks and behaves exactly like the clientele you already have. A method that records how the room felt as well as what it did. And a report a general manager can act on before the weekend.
How it usually works
How we work
An anonymous crowd of shoppers
One evaluator who has run your kind of room
Someone out of their depth at your price point
Someone your regulars would take for one of their own
A long narrative to wade through
A scored, ranked read you can finish in ten minutes
A record of what happened
What it cost you, and what to do about it
A report, and then silence
A thirty-day plan with names against it
Generic retail checklists
The LUXE Method, with food, wine and legal fluency behind it
One more vendor
One adviser, under NDA, who takes your call
Insights
Notes we write between visits.
Before you call anyone
How would your property score?
Twenty questions, drawn from the same method we use on a real visit. Ten minutes, no email required to see your result. It will not tell you what a guest felt on Tuesday, but it will tell you where to look.
Where we work
From New York to Napa, London to Lisbon, Monaco to Munich, Dubai to Dublin: wherever your guests expect the same evening twice. We travel to the property, at our own arrangement, and nobody there knows we are coming.
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