Last summer, secret guests evaluated hotels in the Split-Dalmatia County, testing the kindness, hospitality and friendliness of professionals in hotels and restaurants. Source: Heraclea / Cover photo: Pixabay.com The best rated restaurants are “Kogo” in Hvar, “Belveder” in Bol, “Zrno Soli” in Split and “Apinelo” in Supetar. Although it is difficult to take these results as relevant, since only 3 hotels (Hotel Borak, Hotel Rosina, Hotel Stacija) participated in the research. Too bad more hotels were not included in this important research. “In the hotel service and respect for service standards, hotels have collected 89 percent of points (out of 100 possible), so their average rating is excellent.” said Željka Bakmaz from the Heraklea agency. If we look at the comparison of research from last year and this year, we noticed a lower quality of the overall service by 2 percentage points. Thus, guests for whom the hosts did not know the catering facilities, which were rated 39 in all parts of the county, gave excellent average ratings (91 out of 100 possible points). The research was conducted by the “Heraklea” agency during June, July and August 2019, and the telephone reservation, the reception staff, the room, the hotel premises and the breakfast in the hotel restaurant were evaluated. The goal of visiting restaurants was a measure of the kindness and helpfulness of employees of catering facilities with an emphasis on recommending specialties and offering additional products (aperitif, dessert, coffee (). Secret guests are persons who on request anonymously visit the given locations in the destination (hotels, restaurants, bars…) acting as potential / regular guests and from the guest’s perspective objectively measure the quality of service provided according to predefined criteria and then report appropriately experience. Of course, the day of the arrival of the secret guest at the destination is unknown, so that the whole research would make sense.