Good service isn't always memorable.

Your property may be beautiful. Your team may be warm and capable. Your reviews may be strong. But the difference between a stay that goes smoothly and one guests remember, talk about, and want to return to often lives in the details.

There may be opportunities hiding in moments like...

  • An arrival that works operationally, but doesn't quite set the tone for the experience ahead.

  • Service standards that create consistency, but don't always give employees the confidence to respond thoughtfully when the script no longer fits.

  • Individual touchpoints that work well on their own, but don't feel connected as part of one intentional guest journey.

  • Amenities, programming, or service moments that guests enjoy, but don't fully recognize or remember as part of the property's value.

  • Small points of friction that carry more emotional weight for the guest than they appear to from the operational side.

  • A property with a distinct story and personality that isn't coming through as strongly in the experience as it could.

The Experience Audit

Hospitality Experience Strategy & Design · $1,499

The most memorable hospitality experiences don’t happen by accident. They’re shaped through thoughtful service, intentional details, and a deeper understanding of how guests think, feel, behave, and remember.

Where we focus:

  • The Guest Journey
    Looking across the experience from discovery and arrival through departure and beyond to identify friction, missed opportunities, and moments with the greatest potential for impact.

  • Arrival & First Impressions
    Exploring how the earliest moments of the experience set expectations, establish a sense of place, and shape how guests perceive what follows.

  • Service Experience & Adaptability
    Looking beyond service standards to how teams communicate, respond to individual needs, recover from friction, and create experiences that feel both consistent and human.

  • Memorable Moments & Emotional Connection
    Identifying opportunities for thoughtful details, rituals, surprise, recognition, personalization, and other moments guests are more likely to value and remember.

  • Guest Communication & Experience Clarity
    Reviewing how expectations, amenities, experiences, policies, and opportunities are communicated so guests can more easily understand and enjoy what the property has to offer.

  • Experience Positioning & Perceived Value
    Exploring whether the experience guests actually encounter reinforces the property's positioning, personality, promises, and the value it wants guests to perceive.

  • Storytelling & Sense of Place
    Looking for opportunities to bring the property's identity, destination, history, culture, or point of view into the experience in ways guests can discover and connect with.

  • Loyalty, Advocacy & Return
    Examining the moments that influence the end of the experience and what guests carry with them afterward, creating stronger reasons to remember, recommend, and return.

What You’ll Receive

The Experience Audit turns a fresh perspective into a clear strategy for creating a more thoughtful, memorable guest experience.

  • Comprehensive Experience Review
    A strategic review of your current guest experience, service touchpoints, communication, positioning, and opportunities to strengthen the experience.

  • Guest Journey Evaluation
    An evaluation of the experience from discovery and pre-arrival through arrival, the stay, departure, and beyond, identifying friction, missed opportunities, and moments with the greatest potential for impact.

  • Experience & Service Recommendations
    Strategic recommendations for strengthening service moments, reducing friction, creating emotional connection, and making the experience feel more intentional and distinctive.

  • Memorable Moments Strategy
    Opportunities to thoughtfully incorporate recognition, personalization, rituals, storytelling, surprise, and other details that can shape what guests value and remember.

  • Communication & Perceived Value Recommendations
    Recommendations for helping guests better understand and experience the value of your property, amenities, programming, services, and distinctive offerings.

  • 30–60–90 Day Action Plan
    A prioritized roadmap translating the audit into practical next steps your organization can evaluate and implement at its own pace.

  • Strategy Session
    A private session to walk through the findings, explore recommendations, answer questions, and establish priorities for implementation.

  • Progress Session
    A follow-up approximately 60–90 days later to review what has been implemented, what you've learned, and where additional opportunities may exist.

Hi, I’m Miranda Allison.

I’m an experience designer with a background in psychology, marketing, and hospitality.

My work in hospitality has given me the opportunity to experience the guest journey from several different perspectives, from front-line service and VIP guest experience to resort marketing and experience strategy. Working close to both guests and the teams serving them taught me how much of hospitality lives in the details: the expectations we set, the way a moment makes someone feel, the stories guests attach to their experiences, and the things they remember long after they leave.

My background in psychology and marketing adds another layer to that perspective. I’m interested not only in what happens during a guest experience, but why it works: how people perceive value, make decisions, respond to friction, form memories, and develop emotional connections to places and experiences.

That’s ultimately what led me to experience design and to founding Pretty Darn Delightful. I bring together the operational reality of hospitality with psychology, marketing, and a deep curiosity about people to look beyond whether an experience is functioning and explore how it could become more intentional, distinctive, and memorable.

That’s the perspective I bring to The Experience Audit: an understanding of the guest, the experience, and the business behind it.

Let’s talk about your guest experience.

Curious whether The Experience Audit is a good fit for your property?

This complimentary 15-minute conversation is a chance to tell me a little about your property, guest experience, and goals, ask questions about the audit, and explore whether The Experience Audit is the right fit for what you’re looking to strengthen.

No preparation needed. Just bring your questions and ideas.