Hotel Experience Feedback Form Template

Hotel Feedback Form Template Frequently Asked Questions

1. 1. How friendly was the front desk staff?
2. 2. How quick was the check-in process?
3. 3. How clean was your room upon arrival?
4. 4. How clean did the housekeeping staff keep your room throughout your stay?
5. 5. How well-equipped was your room?
6. 6. How helpful was the concierge throughout your stay?
7. 7. How comfortable were your bed linens?
8. 8. How quickly did the hotel restaurant serve your order?
9. 9. How convenient was the hotel breakfast service?
10. 10. How delicious was the hotel breakfast service?
11. 11. How affordable was the hotel breakfast service?
12. 12. How affordable was your stay at our hotel?
13. 13. Overall, were you satisfied with our hotel, neither satisfied nor dissatisfied, or dissatisfied with it?
14. 14. Full Name
15. 15. Email
16. 16. Mobile Number
17. 17. Country
18. 18. Would you like to receive updates and promotions about the Hotel on a monthly basis?

The questions in this Hotel Experience Feedback Form are carefully designed to capture a holistic view of a guest’s stay, covering key touchpoints and aspects of their experience. From assessing the friendliness of front desk staff and check-in efficiency to evaluating room cleanliness, housekeeping standards, and amenities, overall guest experience each question in this survey template targets specific areas that significantly impact guest satisfaction. These questions provide actionable insights into various aspects of hotel stay to improve operational efficiency, staff training, and overall service delivery, ensuring a seamless guest journey from arrival to departure.

The form also delves into dining experiences, asking about the timeliness, quality, and affordability of breakfast services. These questions allow hotels to refine their culinary offerings, streamline restaurant operations, and align pricing with guest expectations. Further, the template addresses financial perceptions through questions on affordability, offering insights into value for money—a critical factor in guest retention and loyalty. The net promoter score, NPS-style question, “Overall, were you satisfied with our hotel, neither satisfied nor dissatisfied with it?” provides a high-level metric to gauge overall customer satisfaction, guest experience, and loyalty, helping identify promoters, passives, and detractors for targeted improvements.

By including an opt-in question, “Would you like to receive updates and promotions about the Hotel on a monthly basis?”, the form also enables hotels to build a targeted audience for future marketing efforts. This versatile mix of closed-ended questions, such as rating scales and multiple-choice questions, and open-ended opportunities ensures both quantitative data for trend analysis and qualitative insights for personalized improvements. Together, these sections empower hotels to consistently enhance guest experiences, address gaps proactively, and stay competitive in the ever-evolving hospitality business.

Key Touchpoints Covered for Distributing the Hotel Feedback Survey

The template is designed to gather valuable feedback at every stage of the guest journey, from pre-arrival to post-stay. Use these stages to strategically collect insights and refine your hotel’s services and guest experience.

1. Pre-Arrival Experience

• Distribution Channel: Send surveys via email or SMS after booking confirmation to understand expectations, and collect feedback and initial impressions.

• Sample Question: How satisfied were you with the ease of making your booking and the information provided about your stay?

• Value: Gather insights into the reservation process, guest expectations, and areas to improve pre-arrival communication, ensuring a seamless start to the guest journey.

2. Check-In and Arrival

• Distribution Channel: Deploy surveys through kiosks or survey apps during check-in or shortly after the guest's arrival.

• Sample Question: How would you rate your check-in experience, including staff efficiency and room readiness?

• Value: Evaluate the first impression guests receive, optimize check-in procedures, and ensure staff and hotel managers' training aligns with guest satisfaction goals.

3. In-Stay Experience

• Distribution Channel: Use in-room tablets, mobile apps, or email during the stay to capture real-time feedback.

• Sample Question: How comfortable is your room, and are there any services you’d like to see improved during your stay?

• Value: Identify and resolve guest concerns during their stay, enhancing guest satisfaction and reducing the likelihood of complaints after departure.

4. Group and Event Experience

• Distribution Channel: Share surveys via QR codes or email after group events, conferences, or weddings.

• Sample Question: How satisfied were you with the event services, including venue quality and staff support?

• Value: Understand the success of group events, refine event offerings, and strengthen your hotel’s reputation as a preferred venue for gatherings.

5. Dining and Services

• Distribution Channel: Offer surveys through QR codes at dining tables, in-room service trays, or via email post-dining.

• Sample Question: How would you rate your dining experience, including food quality and service provided by the staff?

• Value: Enhance dining and service experiences by addressing menu, service quality, and ambiance based on direct hotel guest feedback.

6. Check-Out and Departure

• Distribution Channel: Deploy surveys via kiosks or mobile apps during check-out or send an email immediately after departure.

• Sample Question: How smooth was your check-out process, and were all your requests handled appropriately?

• Value: Refine the departure process by addressing common issues like billing errors or delays, ensuring a positive final impression.

7. Post-Stay Follow-Up

• Distribution Channel: Send follow-up surveys via email or SMS a few days after the stay to collect detailed reflections.

1. Sample Question:Would you like to share any additional feedback about your overall experience?

• Value: Re-engage guests, identify long-term satisfaction trends, and foster loyalty by showing commitment to continuous improvement based on feedback