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Turn guest insights into memorable stays! Use our Hotel Guest Feedback Survey Template to refine experiences and exceed expectations effortlessly
This Hotel Guest Feedback Survey Template helps you collect actionable insights to enhance services, address concerns, and deliver personalized, memorable experiences. Strengthen loyalty and consistently exceed guest expectations.
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1. Is this your first visit?
yes/no
This question identifies first-time visitors and loyal guests, offering insights into guest demographics. It helps evaluate first impressions, track repeat visits, and improve service consistency for personalized experiences.
2. Overall, how friendly were the staff members?
Not At All Friendly
Slightly Friendly
Moderately Friendly
Quiet Friendly
Extremely Friendly
This is a Likert Scale question which evaluates the perceived friendliness of the staff, a key factor in guest satisfaction. Understanding guest impressions helps identify strengths or gaps in customer service, ensuring consistent, exceptional hospitality.
3. Overall, how professional were the hotel staff members?
Not At All Friendly
Slightly Friendly
Moderately Friendly
Quiet Friendly
Extremely Friendly
This is an Ordinal Likert Scale Question which assesses the professionalism of hotel staff, a critical aspect of guest satisfaction. It provides actionable insights into staff behavior, enabling targeted training and service improvements to ensure excellence.
4. How quick was the check-in process?
Not At All Quick
Slightly Quick
Moderately Quick
Quiet Quick
Extremely Quick
This is a type of Unipolar Scale question which measures the efficiency of the check-in process, a key touchpoint in guest experience. Insights help identify delays, streamline operations, and ensure a seamless welcome, enhancing overall guest satisfaction.
5. How pleased were you with the quality of the food offered at our hotel?
Not At All Pleased
Slightly Pleased
Moderately Pleased
Quiet Pleased
Extremely Pleased
This question gauges guest satisfaction with the food quality at your hotel, offering valuable feedback to refine culinary standards, tailor offerings to preferences, and elevate the dining experience for future guests.
6. How affordable was the hotel breakfast service?
Not At All Affordable
Slightly Affordable
Moderately Affordable
Quiet Affordable
Extremely Affordable
This question explores how guests perceive the value of the breakfast service. Understanding these opinions aids in balancing quality with cost, ensuring the offering feels fair and meets guest expectations.
7. How likely are you to stay at our hotel again?
Not At All Likely
Slightly Likely
Moderately Likely
Quiet Likely
Extremely Likely
This is a Likelihood Scale question which measures the probability of guests returning, providing crucial insights into loyalty and overall satisfaction. It helps identify areas needing improvement to enhance guest retention and foster repeat visits.
8. How likely are you to recommend our hotel to a friend or colleague?
(0-10) Not At All Likely to Extremely Likely
This Net Promoter Score (NPS) Question measures guest loyalty by assessing their likelihood to recommend your hotel. It identifies promoters, passives, and detractors, offering actionable insights to enhance experiences, drive loyalty, and boost positive word-of-mouth.
Capture insights on key touchpoints of the guest experience with more tailored questions to refine services and enhance guest satisfaction levels focusing on specific areas such as:
Evaluating the check-in and check-out processes ensures a seamless start and end to a guest’s stay. Insights help improve operational efficiency and guest satisfaction.
Sample Question:
How easy was the check-in process? (Not At All Easy - Extremely Easy)
How would you rate the behavior of the staff during check-in/check-out? (Poor - Excellent)
How reasonable was the wait time during check-in or check-out? (Not At All Reasonable - Extremely Reasonable)
Room quality is a cornerstone of guest satisfaction. This subsection captures feedback on cleanliness, comfort, noise levels, hotel facilities and maintenance.
Sample Question:
How would you rate the cleanliness of your room? (Poor - Excellent)
How comfortable was your room during your stay? (Not At All Comfortable - Extremely Comfortable)
Were you disturbed by any noise during your stay? (Yes/No)
How satisfied were you with the maintenance and upkeep of your room? (Not At All Satisfied - Extremely Satisfied)
Food and dining experiences significantly influence overall satisfaction. Measuring customer satisfaction from this section gathers insights into room service, restaurant quality, and menu options.
Sample Question:
How would you rate the quality of the room service? (Poor - Excellent)
Did you enjoy your experience at the hotel restaurant? (Yes/No)
How satisfied were you with the variety of options available on the menu? (Not At All Satisfied - Extremely Satisfied)
Were your dietary preferences accommodated? (Yes/No)
Guest feedback on amenities like the pool, gym, and parking helps improve guest satisfaction and facility management.
Sample Question:
How would you rate the cleanliness and maintenance of the pool or spa? (Poor - Excellent)
Did the gym meet your expectations in terms of equipment and cleanliness? (Yes/No)
How reliable was the Wi-Fi service during your stay? (Not At All Reliable - Extremely Reliable)
Was parking easily accessible and convenient? (Yes/No)
Staff performance is central to guest experience. This subsection assesses responsiveness, professionalism, and the personal touch provided by the hotel staff.
Sample Question:
How responsive was the hotel staff members to your requests? (Not At All Responsive - Extremely Responsive)
How knowledgeable was the staff about hotel services and local recommendations? (Not At All Knowledgeable - Extremely Knowledgeable)
Did the staff provide a personalized touch to your experience? (Yes/No)
Feedback on the hotel’s location and accessibility helps understand how well it meets guests’ convenience and travel needs.
Sample Question:
How convenient was the hotel’s location for your needs? (Not At All Convenient - Extremely Convenient)
Were there sufficient nearby attractions or amenities to explore? (Yes/No)
How easy was it to access transportation options from the hotel? (Not At All Easy - Extremely Easy)
These questions provide a comprehensive view of the guest’s stay, highlighting areas of excellence and improvement.
Sample Question:
How would you rate the overall value for money of your stay? (Poor - Excellent)
How likely are you to stay at our hotel again? (Not At All Likely - Extremely Likely)
How likely are you to recommend our hotel to others? (0-10, NPS Scale)
Strategically placing hotel surveys at key areas ensures maximum engagement and accurate feedback. Here's how each location encourages meaningful responses:
Check-In Areas: Placing quick feedback prompts at check-in, hotel room booking allows guests to share first impressions. This encourages immediate feedback on the arrival experience while it’s fresh in their minds.
Dining Areas: Feedback forms in dining spaces, such as on tables or near exits, capture guest opinions about food quality and service directly after their meal, ensuring detailed and timely insights.
Common Areas (Spa, Gym, or Pool): Surveys placed in leisure spaces encourage feedback on facility conditions and services. Guests are more likely to respond while relaxed and engaged in these areas.
In Guest Rooms: QR codes or digital hotel surveys provided in-room allow guests to give comprehensive feedback at their convenience, capturing thoughts on room quality and amenities.
At the Exit: Surveys at exit points prompt guests to reflect on their overall experience as they leave. This final touchpoint ensures valuable insights on their stay's entirety.
Post-Event Surveys: Tailored hotel surveys sent to event attendees (e.g., weddings or conferences) focus on venue quality, planning support, and catering. These help gather targeted feedback to refine event services.
Effortlessly gather valuable feedback on your delivery service with this template. Customize it, share across channels, and improve every customer’s home delivery experience.
Click on edit this template, sign up with your details and you can directly start using the template in a minute. Alternatively, you can log in to Zonka Feedback and select the Hotel Guest Feedback Survey Template from the survey templates library for quick setup.
Add your hotel’s branding, including your logo and colors, to create a professional look.
Personalize questions to focus on key aspects such as check-in, dining, amenities, or room quality.
Set up hotel customer satisfaction survey logic to tailor follow-up questions based on guest responses, ensuring more relevant feedback.
Reach your guests through the most effective touchpoints:
SMS Surveys: Send quick feedback links directly to guests’ phones for immediate responses, especially useful for post-stay or on-the-go feedback.
Websites and Web Apps: Embed surveys on your website or booking platform to collect feedback during or after the booking journey.
In-Room Smart Devices: Use smart devices, such as hotel room tablets or voice assistants, to prompt guests for feedback on delivery services used during their stay.
Email Surveys: Distribute post-stay email surveys to gather valuable feedback about the overall guest experience, ensuring thoughtful and comprehensive responses.
In-App Mobile SDK: Trigger surveys within your hotel’s app to capture real-time feedback during the guest’s stay, such as on dining or amenities.
Offline Mobile Kiosk: Set up tablets or kiosks in key areas like the lobby or at check-out to collect instant feedback from departing guests.
Survey Link: Share a direct hotel customer satisfaction survey link with guests via social media, messaging apps, or receipts to encourage feedback at their convenience.
Live Chats: Use live chat tools to request feedback after resolving queries or during conversations, ensuring immediate insights from engaged guests.
Review the hotel guest survey to ensure it reflects your branding and objectives. Test the flow and design to guarantee a smooth experience for respondents. Once ready, launch the survey across your chosen distribution channels.
Use Zonka Feedback’s analytics to gain deep insights into guest satisfaction:
Understand patterns in service quality, staff behavior, and amenities usage.
Track performance metrics like NPS and overall satisfaction scores.
Take immediate action on critical feedback to improve services and boost guest retention.
Keep the hotel guest survey concise and relevant, use engaging distribution methods like QR codes or SMS, and offer incentives like discounts on future stays to encourage participation.
Yes, the template is flexible and hotel satisfaction survey questions can be customized for any type of hotel, from luxury resorts to boutique stays, focusing on the unique aspects of each guest experience and guest satisfaction.
Zonka Feedback ensures all data is securely stored and compliant with GDPR and other global data protection standards, giving you and your guests peace of mind.
Yes, the hotel guest satisfaction survey supports over 30 languages, allowing you to gather feedback from guests worldwide and improve inclusivity and reach to leverage customer satisfaction.
Use a combination of channels, such as email for post-stay feedback and in-room QR codes for real-time responses, and analyze response trends to identify the most effective methods through hotel guest satisfaction survey.
Absolutely. Zonka Feedback integrates seamlessly with popular PMS and CRM systems to streamline data collection and provide a holistic view of guest satisfaction.
Negative feedback is an opportunity for improvement. Use Zonka Feedback's workflow automation to notify staff immediately and resolve issues promptly, demonstrating your commitment to guest satisfaction.
Yes, Zonka Feedback offers powerful analytics and reporting tools that let you track trends, monitor key metrics like NPS, and measure improvements over time.
Incorporate visually appealing elements like your hotel’s branding, emojis for ratings, and personalized questions that make the hotel guest satisfaction survey feel conversational and enjoyable.
Yes, you can add sections or customize the hotel guest satisfaction survey template to focus on specific services, ensuring detailed feedback on areas like spa treatments, dining experiences, or concierge services.
Yes, Zonka Feedback offers a free trial for 7 days to allow its users to try any survey template for free and evaluate how it helps businesses collect valuable feedback and work on it to improve customer experience and enhance business growth.
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