Legal
Confidentiality
Last updated June 2026
Discretion is the product. Everything below describes how we protect it — for the properties we evaluate and the evaluators who do the work.
Anonymous by design
Evaluations are conducted anonymously. Properties are not told when, or by whom, an engagement is taking place, so what we observe is what any guest would receive.
Confidential by default
Engagements are conducted under a mutual non-disclosure agreement. Findings, reports, and the existence of the engagement itself are shared only with the people who commission the work.
Our Independence Protocol
Independence is not a slogan; it is a rule we hold ourselves to. Where we conduct diligence for an owner, asset manager, or investor, we never also accept implementation or remediation fees from the operator under review — the objectivity of that work cannot be for sale. Our Advisory & Development services (standards design, journey design, training, and benchmarking) are offered freely to operators evaluating their own properties, and only where they cannot compromise the independence of an evaluation.
Evaluator protection
The identities of our evaluators are protected. Reports attribute observations to a tier and area of expertise, never to a named individual.
Evidence handling
Photographic and documentary evidence is stored securely, redacted where appropriate, and delivered only to the named recipient of a report.
Case studies
We publish anonymized insights only with permission, and only in a form that cannot identify a property or individual.