SUPPORT
Frequently Asked Questions
Welcome to our general FAQs. Here you’ll find answers to our most common questions.
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WHAT EXACTLY DOES 11VR10 PROVIDE?
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We deliver discreet, professional guest experience evaluation reports tailored to luxury and boutique hotels, resorts and fine dining establishments. Our reports are independent, data-rich and designed to help hospitality leaders understand their service delivery from the guest’s perspective.
DO YOU PROVIDE MANAGEMENT OR STAFF TRAINING SERVICES ALONG WITH YOUR GUEST EXPERIENCE REPORTS?
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No, we focus exclusively on delivering detailed, independent guest experience evaluation reports. Our goal is to provide unbiased data and insights so your leadership team can take action in a way that best suits your property. We believe leadership should have full autonomy to interpret and act on our reports.
WHY WOULD A HOST WANT INDEPENDENT REPORTS WITHOUT ACCOMPANYING MANAGEMENT OR TRAINING?
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Many hosts within the luxury and boutique hospitality industry value autonomy and prefer to interpret and act on guest feedback internally. Our reports support this approach, delivering transparent, comprehensive data that empowers informed decisions free from external influence.
HOW ARE YOUR GUEST EVALUATIONS DIFFERENT FROM LARGER MYSTERY SHOPPING PROGRAMS?
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We provide a highly personalised approach tailored for luxury and boutique establishments, emphasising quality and depth rather than volume. Our reports offer detailed, actionable insights specific to the hospitality industry and guest expectations. Our partners choose us for depth, discretion and relevance and not scale.
WHO CONDUCTS YOUR EVALUATIONS?
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Our evaluators are hand-selected through in-person interviews and form part of our proudly curated team. We prioritise character, work ethic, and experience across both traditional and modern hospitality. Chosen not only for their experience but also for their ability to think like today’s discerning guest, they approach every evaluation with discretion, empathy and an acute eye for detail, delivering feedback that is both credible and nuanced.
ARE YOUR EVALUATIONS TRULY ANONYMOUS?
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Absolutely. All guest visits are conducted anonymously and discreetly, ensuring your staff behave naturally and authentically, providing a true reflection of the typical guest experience.
IS THERE A MINIMUM COMMITMENT OR SUBSCRIPTION REQUIRED?
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Not at all. We offer one-time evaluations as well as ongoing schedules. Whether you’re seeking a single report or regular insight, our services are tailored and bookable to your needs, with no obligation beyond each report. Once you're a member you can login and request an evaluation at any time. Membership and access to the online Members Area is granted upon commencement of your first evaluation, access is complimentary and included as part of our service offering.
WHAT’S THE FIRST STEP IF WE’RE INTERESTED?
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To get started, simply reach out to us via our contact page. Our concierge team will be happy to answer any questions and guide you through beginning your first report.
MORE FAQs?
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Our work is built on a proprietary framework, so in-depth FAQs are reserved exclusively for our members. These detailed FAQs can be accessed anytime in the Members' Area.