Regal Hospitality

Has anyone had issues with the instructions provided by this company for their shops? I have done three hotel shops and one bar shop for them. Each time I have found the instructions to be vague and without the level of detail I find with other companies for whom I do hotel shops. I interpret a set of instructions in what I feel is a logical way only to find out after the fact that they meant something else. And when that happens, they are not very forgiving. I was not given the opportunity to modify my comments. I was just told I didn't do it right and they docked my pay by 50%.

I have been mystery shopping on a regular basis since November of 2010. For the past two years I have averaged at least 20-25 shops per week. I have not had issues with any other shopping company. I consistently get favorable reviews for my reports. I have done many other hotel shops and bar shops and any other type of shop you can think of. To have issues with Regal on every shop I have done for them just seems a bit strange and makes me wonder if it's them and not me.

Anyone?

Create an Account or Log In

Membership is free. Simply choose your username, type in your email address, and choose a password. You immediately get full access to the forum.

More Discussions About Regal Hospitality Group (All Companies)

I can understand your frustration. Is there any way in advance that you can talk with someone at Regal about what their intent is with the instructions? When I was doing hotels it was with a company that was pretty clear and actually did some training before setting you loose on their clients. If I screwed up something I was advised not to do it that way again but never penalized for making a judgment call that didn't quite fly.

I email and talk with Shawn at Regal all the time. He even has a phone number where you can contact him, or his back-up, on weekends. I just ask questions about what seems unclear in a scenario and he answers within 6 hours, usually.

What parts are you finding vague? I do a ton of their shops, so I may be able to help.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.

I'm in the same boat as Walesmaven. Shawn is great to deal with and is very good about providing clarification. I talk to him quite frequently. The biggest thing with Regal is following their sample reports which they include with each assignment. As long as you follow and write up the report in the same style, you should be fine. Its different from a lot of companies, but once you do it a couple of times, it gets a lot easier.

Shawn provides his cell phone # to call or text on weekend hotel shops.

Not my circus - Not my monkeys @(*.*)@

~Polish Proverb~

I also advice you to call or email because I have found the instructions missing a lot of information on what they want you to do for hotel stays. They are always quick to answer by email or phone.

Do they ever reimburse for travel?

Linda,
I have never seen a travel bonus, but their hotel shops are snapped up so quickly that I do not imagine that they would have to offer a travel allowance to get good shoppers to do them.

If you want a Regal hotel overnight shop, you had better be sitting at your computer and hear the email announcement hit your inbox if you hope to get the shop.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.

LindaM Wrote:
-------------------------------------------------------
> Do they ever reimburse for travel?

Yes, depending on location and availability of shoppers.

I think it goes without saying that travel reimbursement is extremely rare when it is offered. There are very few MSC's that will reimburse for travel. Regal does, but it is on an extremely rare basis and only for their very best shoppers from what I've been told. That being said, I wouldn't ever expect if for any of their shops unless they are really in a bind.

saacman5033 Wrote:
-------------------------------------------------------
> LindaM Wrote:
> --------------------------------------------------
> -----
> > Do they ever reimburse for travel?
>
>
> Yes, depending on location and availability of
> shoppers.

Dettmann1 Wrote:
-------------------------------------------------------
> I think it goes without saying that travel
> reimbursement is extremely rare when it is
> offered. There are very few MSC's that will
> reimburse for travel. Regal does, but it is on an
> extremely rare basis and only for their very best
> shoppers from what I've been told. That being
> said, I wouldn't ever expect if for any of their
> shops unless they are really in a bind.
>
>
> saacman5033 Wrote:
> --------------------------------------------------
> -----
> > LindaM Wrote:
> >
> --------------------------------------------------
>
> > -----
> > > Do they ever reimburse for travel?
> >
> >
> > Yes, depending on location and availability of
> > shoppers.

Agreed. I should have clarified a bit. I'm in Hawaii, and it's necessary for many mystery shopping companies to offer travel reimbursement to get shops done on some of the outer islands. My experience has not been getting huge reimbursements for long distance travel, just enough to island hop in Hawaii and maybe a car rental.

I totally agree with your statement. I just completed a shop and was not given a bonus due to the fact they had very vague instructions and they were displeased that I put the wrong check numbers in the report. I think they are overly critical lately. I have done shops for them in the past without this problem. Maybe they have a new editor or something. I thought this one was quite difficult and gave vague instructions. I tried to follow their tedious instructions but missed a couple of items. I will think twice about doing another shop for them where you have to spend so much up front and hope they pay you for your work. I tried e mailing to ask a question and did not get a response until I had already finished the shop. I am not a happy shopper.

@jazzyjan12, The instructions are tedious yet they lack some critical information of what needs to actually be done during the visit. I called because I was puzzled by something on the form because it was not similar to what was usually required. Boy I am glad I called as the requirement was definitely not described on the instructions. They also appear to be the only MSC doing hotels that they dock shoppers on every possible opportunity, as it has been well documented on this forum. Lengthy time wait for payment is another issue that makes me to avoid them for large outlays, regardless of how nice the hotel is or the points earned, because I do not give interest free loans for 90 days to any MSC, nor do I wait 3 months to find out that I was docked pay due to any reason possible. There are great high end hotel shops that reverse charges within 14 days or less, and pay in 30 days or less. I did a high end resort the first week of May for another MSC and the $1500 charges has already been reversed, tips and cash payments expected by the end of next month, or earlier. Coyle, another example, does everything possible to ensure the shopper gets full reimbursement.

Since the food and beverage receipt numbers are a crucial part of the integrity audits in their hotel shops, of course you are going to get called out for a wrong receipt number. The client has someone checking the disposition of all of those receipts, so such an error makes the MSC look really, really bad.

I have been dock a partial fee once, but it was becasue I left out an entire interaction. Other than than, the errors that I have made have not resulted in loss of fee. I don't feel like they are just looking for ways to deny fees to shoppers.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.

Sorry, only registered users may post in this forum.

Click here to login

Regal Hospitality

Create an Account or Log In

Official List of Mystery Shopping Companies

Mystery Shopper Magazine