Frequently Asked Questions

If you do not add your booking details within 7 days, your hotel selection will be returned to the main site and another participant may select it.  You will need to start over and select the same hotel again (if available) or another hotel if you wish.  Then follow the directions to make your booking and add your booking details to your profile and print your certificate.

No, you should choose a different hotel.

No, the Mystery Shopper website exists outside of SigNet and you will need to register on the Mystery Shopper site as a first-time user and then remember your login credentials.  The email address used for the Mystery Shopper website must be the same email you use for SigNet.

All available hotels will be shown on the Signature Mystery Shopper website. As participants select a hotel property, that hotel will be removed from the website. This means that the hotels available will change often. Note: Every property will have a limited number of blackout dates and applicable room categories which have already been loaded on the website.

We ask that you make your hotel selection by September 15th. All hotel stays must be complete by December 1st.

Participants can book their stay starting February 18, 2025 and must be booked by September 15, 2025. You must book outside of the blackout dates for their selected hotel which you can find by selecting your hotel. All hotel stays must be complete by December 1st.

Visit the Mystery Shopper website and make your selection from the list of available properties. If you don’t see a property listed, the property has either already been selected by another participant or the hotel is not participating in this year’s program.

Once you have selected your hotel from the Mystery Shopper website, you will need to make your booking directly with the hotel property using the Signature rate code. If you are using the GDS or Hotel Connection, the booking should be completed by another staff member in your office. You can also call the hotel directly and give them the Signature rate code. The Signature amenity request form must be completed on SigNet for each Mystery Shop stay and should be submitted by someone else in your office.  The hotel should not be informed that this is a Mystery Shop stay.

Return to the Mystery Shopper website within 7 days to add your booking number and dates of your stay.  Click on your profile in the upper right corner to access your previously selected hotel and add your information.  You will also print your certificate from the website to be used at checkout. You can access this by going into your profile and clicking “download certificate”

There are two steps for changing your dates. 1. Participants must change their hotel dates directly with the hotel 2. Update your dates on the Mystery Shopper website.  Select your advisor profile (in the upper right corner) to access your hotel selection, modify the dates, and print a new certificate.  Please note the terms of the program allow for one cancellation and rebook only.

There are two steps to cancel your mystery shopper hotel.  1.  Log into the Mystery Shopper website and click on your Advisor Profile in the upper right corner.  From there, you can cancel/remove your hotel selection.  2.  You will also need to cancel your booking with the hotel directly.

We require that all participants complete the hotel survey within 10 days of departure, which will be shared with the hotel. The survey will be sent to you via email.

Here is a link to view the questions included in the survey

Note – if the participant does not submit the survey within 10 days, they will not be able to participate in future Mystery Shopper programs or Signature special events and the agency will be charged $200.

The survey will be emailed to you. Here are the questions included in the survey .

**The survey is often sent to your spam folder. If you haven’t received your survey, please check your spam folder

As our hotel program grows and matures, we want to ensure that we maintain standards of quality and service delivery for your valued clients. The purpose of each mystery shop stay is to spot-check the program at the Signature participating hotels.

The Mystery Shopper program provides approved travel advisors with a complimentary two-night stay with Signature amenities at participating hotels, once per year. Each hotel has specific blackout dates and specific room types for the mystery shopper program.

No, only select hotels participate each year.

Our hotel partners have made a significant investment in this program. To ensure the success of the program, all terms and conditions of the program must be followed. Each participant must also complete the hotel survey within 10 days of their stay and add a hotel review in SigNet.

No. To participate in the Mystery Shopper program, a Signature member must have a proven track record of supporting the Signature hotel collection. Only approved agencies and their owners, managers, and travel advisors will be invited to participate.

Yes, you can book a longer stay but at checkout, when you present your certificate, please make sure that they only credit your 2-night Mystery Shopper stay.  For your travel dates in your profile, you should enter the 2-day stay only so that your certificate prints correctly.

You must adhere to all the reservation requirements for your selected property.  If the hotel requires a deposit or full payment up front, you will need to pay this amount at the time of booking.  The hotel will credit you at checkout.

The hotel partner has agreed to provide room, tax, and Signature benefits complimentary for up to two consecutive nights during the 2025 program to one person for the purpose of conducting a mystery shopping experience. If you bring a guest you may be responsible for the cost of their stay.

All Mystery Shoppers will need the original certificate, which the participant will print from the Mystery Shopper website. This certificate will need to be presented at check-out.  If you misplace your certificate, you will need to revisit the Mystery Shopper website to print a new one.

No, as that would defeat the purpose of the program. The participant will check in at the hotel as any other guest and provide a credit card for charges. The participant will notify the front desk/cashier at check-out that he/she is Mystery Shopping the hotel and present the certificate.

Please note that electronic copies of the certificate are not valid which means that the Signature team cannot send you a copy of the certificate. Each participant is responsible to print their own certificate. If you did not bring your printed certificate with you, then you will need to find a printer and log into the Mystery Shopper site to print your certificate again prior to checkout. Do NOT ask the hotel to print your certificate.

While on the property, the participant should take note of service at the hotel, quality of rooms and public areas, check-in process, communication & delivery of Signature amenities, etc.

At checkout, when the participant presents the certificate informing the hotel this is Mystery Shop. The hotel will remove charges for room and tax, and Signature amenities, applicable to the two-night stay. The participant will be responsible for all charges if he/she booked during a blackout date or booked a room type that is not part of the program.

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If you have any questions regarding the program, please contact MS@signaturetravelnetwork.com