A guest survey is an important tool for any hotel that wants to give great service. It’s more than just questions—it helps you really understand what guests experienced, find what needs fixing, and keep customers coming back. A good survey template helps you get useful feedback at every step, from booking to checkout. This guide gives you a full template with real examples to make your hotel survey work better.
Why Guest Surveys Are Essential for Hotels
Hotels need satisfied guests to do well. From check-in to check-out, every little thing affects how guests feel about their stay. A guest survey helps hotels get clear feedback. This feedback shows what guests really experienced. It’s useful for making service better, avoiding bad reviews, and getting guests to come back again. It also gives hotels facts to decide on upgrades, staff training, and how to connect with guests better.
Surveys let hotels see what guests liked and what didn’t work well. Without organized feedback, it’s hard to spot trends or see if things are getting better over time. Using surveys makes sure guest opinions turn into real changes.
Key Rules for Making an Effective Questionnaire
Before sharing our template, remember these simple rules to get more responses and useful feedback:
1. Send at the Right Time
Before arrival: Ask about expectations
During stay: Quick check-ins to fix issues fast
After departure: Send within 1-2 days while memories are fresh
2. Make It Mobile-Friendly: Over 70% of guests use phones. If your survey isn’t easy to tap and scroll, they’ll quit.
3. Keep It Short: Aim for 5-15 questions (5-10 minutes max). Long surveys get abandoned or rushed.
4. Mix Question Types
Closed-ended (e.g., “Rate cleanliness 1-5”) for easy analysis
Open-ended (e.g., “What did you enjoy most?”) for unexpected insights
5. Order Logically: Follow their journey: Booking → Check-in → Stay → Check-out → Overall feedback. This feels natural and avoids confusion.
Different Types of Hotel Guest Survey Questionnaires
Hotels can use various types of surveys based on timing, purpose, and focus area. Each type serves a unique role in the guest journey and requires specific questions to capture meaningful insights.
1. Post-Stay Satisfaction Survey
This is the most common type, sent to guests after checkout. It evaluates the entire stay, covering room quality, staff interaction, and overall satisfaction.
2. In-Stay Feedback Survey
These surveys are conducted while the guest is still on the property. They help identify issues early so the hotel can resolve them before the guest leaves.
3. Service-Specific Survey
Focused on one aspect of the stay, such as dining experience, spa service, or event facilities. It provides deeper insights into specific services.
4. Pre-Arrival Expectation Survey
Sent before arrival to understand guest preferences and expectations. This helps personalize the experience.
5. Loyalty or Post-Experience Survey
Aimed at loyal customers or those enrolled in a rewards program. It evaluates how well the hotel meets long-term expectations and fosters brand loyalty.
Guest Survey Questionnaire Templates with Example Questions
Each survey type needs tailored questions. Below are templates with practical examples you can use or customize.
Template 1: Post-Stay Satisfaction Survey
This template covers the full guest experience.
Questions:
- How would you rate your overall stay? (1–5)
- Was your room clean and comfortable? (Yes/No)
- How friendly and helpful was our staff? (Excellent, Good, Average, Poor)
- How satisfied were you with the dining options? (1–5)
- Did you find the facilities (pool, gym, spa) satisfactory? (Yes/No)
- Was the stay worth the price paid? (Yes/No)
- How likely are you to recommend us to others? (Scale 0–10)
- What did you enjoy most about your stay?
- What can we do to improve?
Template 2: In-Stay Feedback Survey
Designed to capture issues during the stay.
Questions:
- Is your room meeting your expectations so far? (Yes/No)
- Do you need any additional assistance? (Yes/No)
- How would you rate the speed of service requests? (1–5)
- Are the hotel amenities functioning well? (Yes/No)
- Is there anything we can do to make your stay more comfortable?
Template 3: Service-Specific Survey (Dining Experience)
Focuses on evaluating the restaurant or food service.
Questions:
- How would you rate the food quality? (1–5)
- Was the menu variety satisfactory? (Yes/No)
- How would you rate the service provided by the staff? (Excellent, Good, Average, Poor)
- Were the meals served promptly? (Yes/No)
- What could we improve in our dining services?
Template 4: Pre-Arrival Expectation Survey
Helps personalize the guest experience before arrival.
Questions:
- How did you find out about our hotel? (Social media, Online Travel Agencies, Friend/family referral, hotel booking website, Other)
- What type of room preference do you have? (Single, Double, Suite)
- Are there any dietary restrictions or special requests we should know about?
- Do you need transportation from the airport? (Yes/No)
- What amenities are most important for your stay? (Wi-Fi, Pool, Gym, Spa)
Template 5: Loyalty or Post-Experience Survey
Measures satisfaction among repeat guests.
Questions:
- How often do you stay with us? (First time, Occasionally, Frequently)
- How would you rate your recent experience compared to previous stays? (Better, Same, Worse)
- What benefits do you value most in our loyalty program?
- Would you recommend our loyalty program to others? (Yes/No)
- What improvements would make you stay more often?
How to Customize & Deploy the Template
Customization Tips
Every hotel is different—so your survey should be too. Tailor the template to your property type:
- Luxury hotels: Add questions about premium amenities. For example, “How would you rate the service of our concierge team?” or “Did the spa treatment meet your expectations?”
- Budget hotels: Focus on core needs. Ask more about cleanliness, value for money, and basic amenities (like Wi-Fi and parking) instead of premium features.
- Family-friendly hotels: Add questions about kid-specific features. For example, “Was the kids’ play area clean and safe?” or “Did you find enough high chairs in the restaurant?”
Also, match the survey’s tone to your hotel’s brand. If you’re a cozy bed-and-breakfast, use friendly language like “We’d love to hear what made your stay special!” If you’re a modern business hotel, keep it clear and concise: “Please share feedback to help us improve your next business trip.”
Deployment Channels
Choose channels that are easy for guests to use. Here are the most effective options:
- Email: Best for post-check-out surveys. Send it to the email the guest used to book, and personalize it with their name (e.g., “Hi Sarah, thanks for staying with us!”). Add a clear subject line like “Tell us about your stay at [Hotel Name] — it takes 5 minutes!”
- SMS: Ideal for in-stay surveys. Keep it short—send 1-2 questions at a time. For example, “Is your room meeting your needs? Reply 1=Yes, 2=No. We’ll follow up if you need help!”
- QR Codes: Place them in rooms, lobbies, or restaurant tables. Guests can scan the code with their phone to open the survey—no need to type a link. Add a note like “Scan here to share feedback — we’ll use it to make your stay better!”
- Tablets at Check-Out: Capture feedback right when the guest is leaving. Have a staff member say, “Would you mind sharing a quick thought about your stay? It takes 2 minutes on this tablet.”
Conclusion
Surveys are more than just a feedback tool—they are a roadmap for continuous improvement. By selecting the right type of questionnaire and using targeted templates, hotels can collect meaningful insights that drive guest satisfaction and loyalty. Implementing these strategies helps create a memorable experience that keeps guests coming back.
