service image
Mystery Hotel Guests

We secretly visit and critique your resort or hotel, then offer detailed solutions for all the areas where guest experience is suffering.

service image
Website Help

We've partnered with Juice Rocket to bring you affordable and useful website & SEO critiques and detailed solutions as an optional add-on.

service image
Media Coverage

We teamed up with Urbanette Magazine to offer an add-on service: featured articles in a top online & print women's luxury lifestyle magazine.

service image
Design Suggestions

We will take video and show your rooms, hallways, restaurants, etc. to top interior designers for easy-to-implement design ideas.

team member
5-star Beach Resort Argentina

" We didn't realize all the places we needed to improve because we were too immersed, working here. Based on our guest surveys, we had a 250% increase in guest happiness. "

team member
Luxury Spa & Golf Resort Mexico

" I had no idea how many issues my resort had that were affecting guest experience. Hiring Pearls and Pocket Squares is the best decision - and most economical - I've ever made for our resort. "

team member
Famous Old-World Luxury Hotel Paris

" We had been too concerned with online reviews and didn't realize that most people who are unhappy simply never come back, and don't talk about why. After Pearls and Pocket Squares second visit, our repeat customer rate increased by 4.5 times. "

view all
testimonial user image

Something You Should Know
What happens when a guest is unhappy?

When a guest has a negative experience at a luxury resort, 83% of them don't tell any hotel staff about it because A) they don't like confrontation on holiday, or B) they decided not to re-visit the resort and therefore it's not in their interest to tell staff about the incident(s). Of the 17% who speak up, only 7% tell someone in management. The other 10% tell a lower-level staff person. Of those lower-level staffers, 87% of them do not tell management because they A) are afraid of losing their job, B) they don't want to be a "rat" and get someone else in trouble, or C) they simply don't care.

we work with high-end resorts and hotels

partners
partners
partners