Cantalupo took Roberts' mystery-shopper idea--which many operators thought was designed to punish them--and made the data more operator-friendly.
FORBES: On The Cover/Top Stories
If loose lips sink ships, a too-revealing mystery shopper could certainly submerge an hotelier or two.
CNN: Confessions of a hotel mystery shopper
But like a CIA agent or the rare hair stylist who'll keep your secrets, gossip is not in the mystery shopper's after-hours repertoire.
The catch: we would speak by phone, with Goldstein playing watchdog, and the mystery shopper would remain nameless and description-less -- more incognito than Brangelina on holiday.
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