About Coastal Recon

Coastal Recon was born from a simple observation: even the most highly rated resorts and cruise experiences can fail to deliver on their promises (see client example). Over 20 years of travel, I repeatedly encountered a gap between expectation and reality — and recognized that many operators were unaware of the hidden disconnects eroding guest satisfaction, reviews, and revenue.

With 13 years as Director of Operations for an international mystery shopping company, I developed deep expertise in evaluating operational performance, interpreting guest feedback, and turning complex observations into actionable insights. Coupled with an honours degree in psychology, I bring a keen understanding of human behavior, perception, and decision-making — critical tools for identifying where perception diverges from reality.

I have first-hand experience analyzing guest feedback at scale, spotting patterns, and understanding how reviews reflect both expectations and reality. This experience directly informs the methodology Coastal Recon uses to help operators see their properties through the eyes of their guests.

As one of the top 1% of reviewers on TripAdvisor, my reviews are read by thousands of travelers, reflecting the clarity, attention to detail, and insight I bring to evaluating guest experiences. This recognition underscores the quality of my observations and my ability to translate experience into meaningful analysis — a skill I now apply in every Coastal Recon engagement.

At Coastal Recon, attention to detail is non-negotiable. Every observation, every review, and every operational nuance is analyzed to uncover patterns that matter. The result is clarity for operators: a clear view of how guests experience their properties, where the gaps exist, and what actions will create meaningful improvement.

Coastal Recon is not about generic audits or checklists. It’s about strategic intelligence — aligning guest perception with operational performance so operators can deliver consistently, protect reputation, and maximize value.

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