GuestMark is a 15-point self-audit that tells independent hotel and B&B owners exactly what a guest is about to complain about, before they do it publicly.
Free to audit. £99 to unlock your full report.
The problem
You have walked through that front door four hundred times. You stopped smelling the entrance two years ago. You know where the plug socket is. You know the wifi password. You have never lay in room three and listened to the noise from the corridor at midnight.
Your guests experience all of it. And when something falls short, not catastrophically, just quietly, they do not tell you. They tell TripAdvisor.
GuestMark gives you a structured way to see what they see, before they write what they write.
How it works
GuestMark takes you through 15 touchpoints across three pillars. Before They Arrive, On Property, and The Invisible Details. You are asked to actually do things. Stand outside your front door. Walk in. Lie on the bed. Test the shower. Approach your own staff with a complaint and see what happens.
Every answer generates a score. At the end you see your overall percentage, a phase-by-phase traffic light breakdown, and a count of your critical blind spots and minor friction points. The audit is completely free.
For a one-time £99 payment, you unlock exactly what your blind spots are, the specific actions to fix each one, and a 30-day priority plan. Upgrade to Pro at £19/month for unlimited re-audits and score tracking over time.
The audit covers
Before They Arrive
Website Experience
Response Time
Booking Confirmation
Pre-Arrival Communication
On Property
The Threshold Moment
Check-In
The Sanctuary Test
In-Room Details
Bathroom Standard
Breakfast
Checkout
The Invisible Details
The Laminated Sign Count
The Chair Test
Complaint Response
Post-Stay Follow Up
A fair question
You could. The problem is that you would audit it as an owner, not as a guest. You know where things are. You have context. You have tolerance for the things you have decided are acceptable.
GuestMark gives you the framework a guest uses, unconsciously, instinctively, to form their opinion of your property. It asks you to do specific things in a specific order and answer honestly. The structure is the point. It removes the owner's eye and replaces it with the guest's.
The owners who benefit most from GuestMark are the ones who already care. They just needed a system.
Pricing
Free
Full 15-point audit
£99
Full report, one-time
£19
Pro, per month
No card required to start.
The audit takes twenty minutes. The action plan gives you something concrete to fix. The score tells you where you stand.
Get started free© GuestMark 2026