Maintaining a consistently high level of product quality and service is essential to the health of the Microtel Inns & Suites system. As we continue to grow and the traveling public is more discriminating in its lodging choices, it is important to provide a comprehensive process to evaluate our hotels ability to meet guest expectations.

Mystery Shop Program

All Microtels are evaluated twice a year by Mystery Shoppers, whose observations and experiences are assessed from the moment they make their reservations, through the pre-arrival and check-in phases, and during their entire stay, including check-out. The evaluations provide owners and staff with real-time information and quantifiable, objective data, and challenge them to consistently improve quality and service.

All aspects of the hotel, whether affecting the guests directly or indirectly, must be maintained at all times in accordance with the highest standards. This necessitates all hotels establishing and implementing an ongoing annual capital replacement cycle, in addition to routine maintenance and repair.

Back-of-House Inspection

Ensuring a complete evaluation of all areas of the hotel, a minimum of one "Back-of-House" inspection per year for each hotel is conducted by our field support staff. This supplement to the Mystery Shopper program allows an additional pair of eyes to further evaluate capital replacement needs and compliance with critical brand standards, as well as observing operations in areas unseen by the Mystery Shopper.

Electronic Customer Comment Cards

Realizing that our customers are our most valuable source of feedback, Microtel has implemented an electronic comment card program system wide. Through this program, each guest is sent an electronic survey upon checkout which evaluates everything from pre-arrival and reservations to checkout. Results and key performance indicators are aggregated and reported in real-time through our hotel Dashboard.