Sample Hotel Survey | 50+ Must-Ask Guest Feedback Questions

Trusted by 5000+ Brands

Top Secrets Every Hotel Manager Needs to Nail a Sample Hotel Survey

Searching for a sample hotel survey? You're in the right place. A well-crafted survey helps you measure guest satisfaction with clarity and focus. It sets the stage for actionable insights and happier guests.

Start by aligning your questions with proven frameworks. The SERVQUAL model measures service quality across reliability, assurance, tangibles, empathy, and responsiveness. Pull questions from each dimension to spot gaps between expectations and reality.

Imagine a boutique inn discovering that guests expect faster check-in but rate lobby aesthetics higher than anticipated. You'll know exactly which touchpoints need improvement when you apply these dimensions.

Next, use the Kano Model to classify features as must-haves or delight factors. This helps you decide whether to upgrade room amenities or refine greeting protocols.

Finally, launch your survey via an engaging poll format to boost response rates. Short surveys feel less burdensome, and interactive designs encourage honest feedback.

To make it concrete, try questions like "What do you value most about our front-desk service?" or "How did your room cleanliness meet expectations?" These prompt detailed comments and clear ratings.

Ready to build your own? Visit our Hotel Survey resource for templates, question banks, and best practices you can implement today.

3D voxel art depicting online hotel survey concept on a dark blue background.

3D voxel art depicting online hotel surveys with a dark blue background.

5 Must-Know Mistakes to Dodge in Your Sample Hotel Survey

Even the best intentions fall short if your sample hotel survey has pitfalls. Common errors can skew data and frustrate guests instead of enlightening you. Read on to avoid these traps and collect feedback that actually drives change.

1. Vague scales and wording. If your rating ranges aren't clear, you'll get inconsistent feedback. Ground your scale in research on Service Quality to ensure guests grasp the difference between "good" and "excellent."

2. Ignoring online review themes. A study on Understanding the Impact of Customer Reviews on Hotel Rating highlights that guest reviews often spotlight service gaps you might miss. Mirror top complaints in your survey to directly address hot-button issues.

3. Overloading with questions. Guests abandon surveys that feel like exams. Stick to ten or fewer focused questions and let respondents skip non-essential items.

4. Leading or biased phrasing. Ask, "How likely are you to recommend our hotel?" rather than "You enjoyed our hotel, right?" Neutral language gathers honest, actionable data.

Try: "How likely are you to recommend our hotel to a friend?" and "Did our staff greet you with a smile at check-in?" These clear examples boost response quality and depth.

Need more guidance? Explore our Hotel Guest Satisfaction Survey templates to see how pros shape questions for maximum impact.

Reservation and Booking Questions

Understanding the guest's booking journey is crucial to refining your reservation system and maximizing conversions. These Reservation and Booking Questions aim to gather feedback on pre-arrival communications, ease of booking, and clarity of options. The insights can help you enhance your online presence and streamline the check-in experience, especially for those referencing a Accommodation Survey .

How did you make your reservation with us?
This question identifies which platforms guests prefer, allowing you to optimize your booking channels and allocate marketing resources more effectively.
How clear and user-friendly was our online booking process?
Assessing the booking interface helps pinpoint navigation issues and improve the overall user experience before arrival.
Were room descriptions and photos accurate and helpful?
Ensuring promotional materials match reality sets correct expectations and reduces post-arrival dissatisfaction.
How satisfied were you with the available payment options?
Gathering feedback on payment features ensures guests can complete transactions smoothly, reducing drop-offs.
Did you receive a booking confirmation and pre-arrival email in a timely manner?
Timely confirmation builds trust and ensures guests feel secure about their upcoming stay.
How easy was it to request special accommodations during booking?
This question evaluates the flexibility of your system to handle guest preferences and special needs.
Did you understand cancellation and modification policies before booking?
Clarity around policy terms reduces confusion and potential disputes later on.
How well did the rates and packages match your expectations?
Measuring perceptions of value helps you adjust pricing strategies and promotional offers.
Was the displayed availability up-to-date and accurate?
Accurate availability data prevents booking errors and enhances the guest experience.
How likely are you to rebook using the same reservation method?
Assessing repeat booking intent indicates customer loyalty and platform effectiveness.

Check-in and Front Desk Service Questions

The first impression at check-in sets the tone for the entire stay. These Check-in and Front Desk Service Questions focus on speed, professionalism, and staff courtesy to ensure a smooth arrival. Gathering this feedback can elevate your reputation in a Hotel Guest Satisfaction Survey .

How welcoming was our front desk staff upon arrival?
Measuring hospitality at the desk helps maintain high standards of guest interaction and brand image.
How efficient was the check-in process?
Speed of check-in directly influences guest satisfaction, especially after long travel.
Were your identification and payment details handled securely?
Security and privacy at check-in build trust and reassure guests about data protection.
Did the staff explain hotel amenities and services clearly?
Proper orientation ensures guests take full advantage of offerings and enhances overall value.
How well did the staff address your questions or requests?
Responsive service at the front desk prevents frustrations and promotes positive guest experiences.
Were any upgrades or special offers communicated effectively?
Promoting upgrades can increase revenue and make guests feel valued.
Did you experience any delays or issues during check-in?
Identifying bottlenecks allows you to streamline processes and reduce wait times.
How satisfied were you with the lobby environment?
Lobby ambiance contributes to first impressions and overall guest comfort.
Was your room key issued correctly the first time?
Seamless key issuance minimizes inconvenience and reflects operational efficiency.
How likely are you to recommend our check-in process to others?
Word-of-mouth referrals hinge on smooth arrival experiences, making this a key loyalty indicator.

Room Experience and Amenities Questions

Once in-room, guests form lasting impressions based on comfort and convenience. These Room Experience and Amenities Questions delve into bedding quality, in-room features, and overall comfort. Your feedback here contributes to a comprehensive Guest Experience Survey that can drive amenity enhancements.

How comfortable was your bed and bedding?
Comfortable sleeping arrangements are essential for rest and repeat bookings.
Did the room temperature and climate control meet your needs?
Proper climate settings ensure guest comfort and reduce maintenance calls.
How well did the in-room amenities (TV, minibar, Wi-Fi) function?
Reliable amenities contribute to guest satisfaction and positive reviews.
Was the bathroom cleanliness and supply of toiletries satisfactory?
Clean, well-stocked bathrooms reflect housekeeping efficiency and guest care.
How effective was the noise control in your room?
Assessing noise levels helps identify soundproofing improvements for better rest.
Did you find the room's lighting and workspace adequate?
Proper lighting and workspace reflect attention to business and leisure guest needs.
How responsive was room service to your requests?
Timely service delivery enhances the perception of luxury and convenience.
Were extra amenities (e.g., pillows, blankets) provided upon request?
Availability of additional comforts shows flexibility and guest-oriented service.
How appealing and functional was the room décor and layout?
Room aesthetics influence guest mood and overall satisfaction.
How likely are you to stay in a similar room category again?
Repeat-room preference indicates success in meeting guest expectations and comfort standards.

Food and Beverage Service Questions

Culinary offerings often leave the strongest impressions during a stay. These Food and Beverage Service Questions focus on dining quality, service efficiency, and menu variety. Use the feedback to refine your outlets in line with insights from our Resort Survey .

How would you rate the variety and quality of our breakfast options?
A diverse breakfast menu accommodates different tastes and dietary needs.
How satisfied were you with in-room dining delivery times?
Prompt room service reinforces a premium guest experience and reduces complaints.
Was the restaurant staff attentive and courteous?
Staff friendliness and professionalism shape overall dining satisfaction.
Did the menu prices reflect good value for money?
Perceptions of cost versus quality inform pricing adjustments and special offers.
How well did our chefs accommodate dietary restrictions?
Flexibility for special diets shows commitment to guest health and satisfaction.
How appealing was the presentation of your meals?
Visual appeal enhances perceived taste and overall enjoyment.
Were common allergens clearly labeled on the menu?
Clear labeling increases safety and builds trust among guests with allergies.
How would you rate the atmosphere in our dining areas?
Ambiance influences guest comfort and likelihood of repeat visits.
Did you use our bar or lounge services during your stay?
Tracking bar usage helps assess the performance of secondary revenue outlets.
How likely are you to recommend our dining services to friends or colleagues?
Positive word-of-mouth strengthening dining reputation and attracting new guests.

Cleanliness and Maintenance Questions

Guests expect spotless environments and well-maintained facilities at all times. These Cleanliness and Maintenance Questions target housekeeping standards, public area upkeep, and quick resolution of issues. Gathering this data complements your ongoing Hotel Feedback Survey initiatives.

How would you rate the overall cleanliness of your room upon arrival?
First impressions of hygiene are critical for guest comfort and health.
How satisfied were you with the frequency of housekeeping service?
Regular cleaning schedules maintain cleanliness and guest satisfaction.
Did any maintenance issues in your room get resolved promptly?
Quick resolution of issues demonstrates commitment to guest needs.
How clean and well-maintained were the public restrooms?
Clean public facilities reflect overall hotel standards and care.
How would you rate the condition of our fitness or spa areas?
Proper upkeep of leisure facilities influences guest perceptions of value.
Did you notice any unpleasant odors in the hallways or rooms?
Odor control is essential for a comfortable and inviting environment.
How effective was our response when you reported an issue?
Measuring response times helps improve maintenance protocols.
How satisfied were you with the condition of furniture and fixtures?
Well-maintained décor supports a premium guest experience.
Were trash disposal areas clean and odor-free?
Proper waste management ensures hygiene and guest comfort.
How likely are you to return based on our cleanliness standards?
High return intent linked to exceptional hygiene and upkeep.

Overall Satisfaction and Future Intentions Questions

Wrapping up the stay, it's vital to gauge overall happiness and willingness to return. These Overall Satisfaction and Future Intentions Questions help quantify guest loyalty, brand advocacy, and areas for improvement. Insights here are essential for your next Hotel Customer Satisfaction Survey .

Overall, how satisfied are you with your stay?
This high-level metric captures the guest's general perception and satisfaction.
How well did we meet your expectations?
Comparing services to expectations helps bridge gaps and set realistic standards.
How likely are you to recommend us to family or friends?
Referral intent is a strong indicator of loyalty and brand advocacy.
How likely are you to stay with us again?
Repeat stay likelihood reflects long-term customer retention potential.
Which aspect of your stay impressed you the most?
Identifying standout features helps reinforce strengths in marketing.
Which area needs the most improvement?
Pinpointing weaknesses guides targeted operational enhancements.
How would you rate our value for money?
Value perceptions inform pricing strategies and promotional planning.
Did you use any loyalty or membership benefits during this stay?
Tracking program usage aids in tailoring member rewards and perks.
How satisfied are you with our response to any feedback you provided?
Measuring responsiveness closes the feedback loop and boosts trust.
Do you have any additional comments or suggestions?
Open-ended feedback uncovers insights not captured by structured questions.