Services
First we find out what your guests actually receive. Then, if you want, we help you fix it.
Two kinds of work. Evaluation is the honest account: we come in unannounced, score what we find, and show you what it costs. Advisory is what comes after: writing the standard, redesigning the guest’s path through your property, training the team, and coming back to check it held. Either can cover one outlet or the whole house.
Evaluation
See the evening your guests actually had.
We arrive unannounced, score what happens on the LUXE Method, and write it for the person who has to decide what to do about it. Not a shopper’s story.
Signature Guest Experience Audit
One evening or one stay, watched closely by someone your team will read as an ordinary guest.
One unannounced visit, from the first reservation email to the goodbye at the door. We score every touchpoint on the LUXE Method and hand you a short report with a thirty-day plan against it.
- For
- Any house that wants a straight answer. Restaurants, hotels, private clubs, resorts, and wineries.
From $1,500 for a single visit by a matched Luxury Evaluator. From $2,500 with the founder conducting the visit personally. Meals and stays billed at cost.
What we evaluate
- Reservation and pre-arrival
- Arrival, welcome, and first impression
- Core service and product delivery
- Pacing, recovery, and management presence
- Departure, billing, and follow-up
What you receive
- Touchpoint-by-touchpoint scorecard
- Guest-journey narrative timeline
- Top strengths and critical failures
- Thirty-day action plan
- Confidential leadership debrief
Restaurant & Wine Program Audit
The dinner and the wine service, judged the way a sommelier at the next table would judge them.
A full dinner evaluated in sequence, plus a sommelier’s read of the wine program: the list, the pricing, the cellar logic, the ritual at the table, and the pairing nobody offered.
- For
- Fine dining, wine-forward rooms, and hotel beverage programs.
Restaurants from $3,500. Hotel beverage programs from $15,000.
What we evaluate
- Reservation, host stand, and bar
- Table service, pacing, and food execution
- Wine list quality, pricing, and vintage accuracy
- Glassware, temperature, decanting, and ritual
- Sommelier interaction and pairing guidance
- By-the-glass strategy and missed revenue
What you receive
- Full service and food evaluation
- Wine & beverage program diagnostic
- Quantified revenue-leakage estimate
- Beverage staff coaching notes
- Thirty-day action plan
Hotel & Resort Stay Audit
The whole stay, from the booking email to the car pulling away.
One night or several, unannounced, through every department a guest touches. You get a department-by-department read and a ranked list of what to fix first.
- For
- Boutique hotels, luxury resorts, and branded residences.
A one-night stay from $5,000. A multi-day resort visit from $12,500.
What we evaluate
- Booking, pre-arrival, and transfer
- Valet, bell, and front desk
- Room condition and housekeeping
- Concierge, room service, and dining
- Spa, amenities, and programming
- Checkout and post-stay follow-up
What you receive
- Department-by-department scorecard
- Full-stay journey timeline
- Service-recovery analysis
- Physical-plant punch list
- Owner-level executive summary
Brand Standards & Multi-Location Program
Whether your best location is your only good one.
A standing program of unannounced visits measured against your own standards, location by location, with every corrective action tracked until someone closes it.
- For
- Restaurant groups, hotel groups, club portfolios, and operators.
Annual programs from $30,000. Large portfolios run to $500,000 and above.
What we evaluate
- Compliance with your custom standards
- Location-by-location benchmarking
- Cleanliness, service, and upselling
- Management follow-through
- Opening and re-inspection readiness
What you receive
- Custom scorecards tied to your SOPs
- Portfolio benchmark and ranking
- Trend reporting across visits
- Corrective-action tracking
- Quarterly leadership review
Ownership Advisory Review
An independent read on the asset, for the people whose money is in the building.
Ownership, investor and contract-performance diligence. We observe what guests are actually receiving, where revenue is being left, what risk is sitting there, and how the property is performing against the standard it has committed to. Findings are set out as documented observations, kept separate from our opinion, so the report holds up if it is questioned. Conducted under the Independence Protocol: when we work for an owner, we never also take fees from the operator we are reviewing.
- For
- Owners, asset managers, family offices, boards, and investors.
A single asset from $15,000. Portfolios from $75,000.
What we evaluate
- Performance against the operating or brand standard
- Guest experience and brand consistency
- Revenue leakage and missed opportunity
- Service failures and risk exposure
- Competitive positioning
What you receive
- Independent anonymous operating review
- Documented observations, separated from opinion
- Revenue and risk findings
- Asset-level opportunity summary
- Board- and investor-ready report
Advisory & Development
Build the standard, then make it hold.
For a house that already knows roughly where the gaps are and wants help closing them. We write the standard, teach it to the team, and come back on a busy Saturday to see whether it survived.
Standards & Service Design
Writing down the standard your house has kept in people’s heads.
We write the standard a property is missing: the SOPs by department, the shape of service at each touchpoint, and scorecards a manager can run at pre-shift. Each one ties back to the LUXE Method, so what you teach and what we measure are the same thing.
- For
- New openings, repositionings, and houses running without a written standard.
Standards programs from $20,000, depending on how many outlets and departments are involved.
What we build
- Brand-standard framework and service philosophy
- Written SOPs by department and touchpoint
- Recognition, pacing, and recovery protocols
- Service language, scripts, and templates
- LUXE-aligned, training-ready scorecards
What you receive
- Brand-standard framework document
- Written SOPs tied to the LUXE Method
- Service language and template library
- Training-ready scorecards
- Rollout and adoption brief
Moments-of-Truth Journey Design
Designing the handful of moments a guest will actually remember.
We map the guest’s path through your property and find the few moments that decide how they remember the whole visit. Then we design the recognition, the signature touches, and the recovery that make the evening feel deliberate rather than lucky.
- For
- Properties refining a concept, opening an outlet, or reaching for a higher tier.
Journey design from $15,000.
What we build
- End-to-end guest-journey mapping
- Prioritized moments of truth
- Signature-moment and surprise design
- Friction identification and removal
- Recognition and personalization architecture
- Departure and follow-up design
What you receive
- Guest-journey map
- Prioritized moments-of-truth matrix
- Experience redesign blueprint
- Signature-moment playbook
Service & Beverage Training
Teaching the standard, and the wine service that pays for itself.
Training built on the LUXE Method: service-recovery drills and beverage coaching led by the founder, with a specialist brought in wherever a room deserves one, from the spa to the front office to the cellar. We teach the team to hold the standard on a full Saturday, then offer a return visit to see whether it held.
- For
- Service teams, beverage programs, and managers raising a house to a higher standard.
From $7,500 a day, plus travel billed at cost.
What we build
- LUXE-based service curriculum
- Service-recovery drills and role-play
- Sommelier and beverage-service coaching
- Upsell and commercial-instinct training
- Manager calibration and floor leadership
What you receive
- Tailored training curriculum
- On-site or virtual coaching sessions
- Manager playbook
- Optional re-audit to confirm the standard held
Competitive & Market Benchmarking
How you compare to the three places your guests also considered.
We visit a set of competitors you name and score them exactly as we score you. You get a clean read on where you lead, where you trail, and how far ahead the best room in your market really is.
- For
- Owners and operators positioning against a specific set of rivals.
A competitive set from $12,500, rising with the number of properties visited.
What we build
- Named luxury competitive set
- Comparative LUXE scoring, like-for-like
- Market and price-value positioning
- Signature-experience differentiation
- Gap-to-best-in-class analysis
What you receive
- Comparative scorecard across the set
- Market positioning read
- Gap-to-best-in-class summary
- Board-ready positioning brief
Guest Data & Digital Security Audit
The guest relationship starts on a booking page, and that is where trust leaks first.
An authorized review of the website, the booking flow, and how guest data is handled behind them. We test only systems you own and have authority to authorize, within a written scope and an agreed window, and return a ranked list of what is exposed and what it takes to close it. Testing is never destructive.
- For
- Owners and operators protecting guest data, reputation, and direct bookings.
Accepted only after written authorization, an approved scope, and confirmation of applicable insurance. This is a technical assessment, not legal advice, a legal opinion, or a compliance certification, and engaging us does not create privilege. Assessments from $7,500, with retainers available. If what needs reviewing is your own domain, mail, and administrative access rather than the guest relationship, that work belongs to our sister firm, The Private Standard.
What we build
- Public website and booking-flow exposure
- Guest-data storage and access controls
- How data is passed to vendors (PMS, CRM, email). Unless that provider has authorized testing, we review its configuration, contract, documentation and observable interfaces rather than testing its systems
- Authentication, payment, and form security
- Exposed files, misconfigurations, and credentials
- Incident-readiness and disclosure posture
What you receive
- Authorized assessment under signed scope
- Severity-ranked vulnerability findings
- Guest-data exposure and risk summary
- Remediation roadmap with named owners
- Re-test to confirm closure
- Board-ready security-posture summary
The Independence Protocol: when we work for an owner, we never also take fees from the operator we are reviewing. Advisory and training are offered only where they cannot compromise an evaluation we have done or will do. It costs us work. It is the only way the findings are worth anything.
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