Real experiences. Real results. Here's how we work together.
Most restaurants, hotels, and travel & tourism businesses are delivering a good experience. But good doesn't build loyalty — and it doesn't fill tables or rooms on repeat. Great hospitality isn't just about what you serve or how beautiful your space is. It's about every moment in between — the email that arrives before check-in, the way a complaint gets handled, the follow-up that makes a guest feel remembered. I work with independent restaurants and boutique hotels to find and fix those moments, and I don't do cookie-cutter. Every client gets a fresh set of eyes, genuine curiosity about their guests, and strategy built around their specific situation — not a template pulled from a drawer. Whether we're doing a single audit or working together month to month, the goal is always the same: an experience your guests feel, remember, and come back for.
CX Strategy Call
$250–$350
Sometimes you just need an expert eye and a focused conversation. This 60-minute call is designed for hospitality owners who have a specific challenge they want to think through — whether that's a recurring guest complaint, a team issue affecting service, or a nagging feeling that something in your experience is off but you can't quite put your finger on it. You'll walk away with clarity, a fresh perspective, and concrete next steps.
What to expect: A short intake form before the call, 60 minutes of focused strategy, and a follow-up summary of your key takeaways and recommended actions.
Best for: Owners who want a fast, no-commitment way to get expert input on a specific problem.
Online Review Strategy Session
$350–$500
Your reviews are your reputation — and most hospitality businesses are leaving them completely unmanaged. In this session we dig into your current review landscape across Google, TripAdvisor, and Booking.com, identify the patterns hurting your rating, and build a clear strategy for responding, recovering, and generating more of the reviews that actually bring guests through the door.
What to expect: A pre-session review audit, a 60 to 90 minute strategy session, and a one-page review strategy guide you can put to work immediately.
Best for: Properties and restaurants whose online reputation doesn't reflect the experience they're actually delivering.
Guest Experience Audit ★ Popular starting point
$997
You can't fix what you can't see. The Guest Experience Audit gives you a complete, honest picture of your guest experience from the outside in — exactly the way your guests see it. We map every touchpoint from first discovery through post-visit follow-up, identify the gaps that are quietly costing you repeat visits and referrals, and deliver a prioritized roadmap so you know exactly what to fix and in what order.
What to expect: A kick-off call, full review and digital presence analysis, guest journey mapping, and a detailed audit report with prioritized recommendations delivered within 7 days. Includes a 60-minute debrief call and a 30-day follow-up check-in.
Best for: Hospitality businesses ready to get serious about the guest experience and wanting a clear picture of where to focus.
Guest Journey Transformation
$3,500
This is the deep work. The Guest Journey Transformation is a full rebuild of your guest experience — from the first moment someone discovers your property or restaurant to the follow-up that brings them back. We don't just identify what's broken, we fix it. You'll walk away with rewritten guest communications, updated service standards, key SOPs, and a complete Guest Experience Playbook your entire team can use.
What to expect: Everything in the audit, plus a second deep-dive interview, full journey mapping, rewritten guest communications, key SOPs, and a 90-minute handoff call. Includes a 60-day follow-up check-in. If you've already completed the Guest Experience Audit, the fee is credited toward this project.
Best for: Owners who are ready to overhaul their guest experience and want a done-for-you solution they can implement immediately.
CX Partner Program ★ Ongoing Support
$2,000–$3,500/month
For hospitality businesses that want an expert in their corner every single month. As your CX partner I monitor your guest feedback and reviews, track trends before they become problems, bring proactive ideas to our monthly strategy call, and am available for quick questions when something comes up. One retainer client at this level is the equivalent of a part-time CX director — without the overhead.
What to expect: A 90-minute onboarding call, monthly review monitoring and insights report, a standing 60-minute monthly strategy call, on-call advisory access via email or WhatsApp, and a quarterly deep-dive review of your full guest experience.
Best for: Properties and restaurants ready for ongoing, proactive CX strategy rather than one-off projects.
CX Team Training Workshop
$1,500–$2,500
Your team is your experience. No strategy survives contact with an undertrained or disengaged staff — and no amount of beautiful design makes up for a guest who felt ignored or mishandled. This hands-on workshop is built specifically around your property or restaurant, using real examples from your guest feedback to make it land. Your team will leave with a genuine understanding of what great hospitality feels like, and the practical tools to deliver it consistently.
What to expect: A pre-workshop discovery call and team survey, a 2 to 3 hour live workshop (virtual or in-person), a customized slide deck, and a staff reference card your team can keep. The higher tier includes a 30-day follow-up session.
Best for: Properties and restaurants where inconsistent service is showing up in reviews or affecting repeat business.
Mystery Guest Program ★ Most candid insight
$1,500–$2,500
The most honest feedback you'll ever get about your guest experience — because I experience it as your guest. I book a visit to your property or restaurant under a different name and go through everything exactly as your guests do: the booking process, arrival, service interactions, the food and atmosphere, checkout, and post-visit follow-up. No filters, no forewarning, no sugarcoating. Just a detailed, specific report on what your guests actually experience — and what to do about it.
What to expect: A full Mystery Guest Report (8 to 12 pages), a scored evaluation against hospitality best practices, and a 60-minute debrief call. The lower tier covers a virtual mystery shop of your entire digital experience. The higher tier includes an in-person visit.
Best for: Hospitality businesses that want the most unvarnished, guest-eye view of their experience possible.
Book your call today!
Book your call today!
Not sure where to start? Start with a conversation. Book a free 20-minute discovery call and we'll figure out together which engagement makes the most sense for where you are right now.