80 Hotel Survey Questions to Gauge Customer Satisfaction [+Template]

Nikhil Dawer Last Updated: Jul 02, 2024 0 Comments -->

Customer ratings and feedback matter more than anything in the hotel and hospitality industry. Every traveler associates the reputation of a hotel with the stars added to the review. In fact, a TripAdvisor report suggests that 81% of travelers explore hotel reviews before deciding to book a hotel. This makes it vital for every player in the hotel business to capture guest feedbackg through effective hotel surveys. A good survey not only paints a complete picture of the hotel experience for the hotelier but also gives details about their experience with different aspects like stay, service, check-in/out, cleanliness, staff, facilities, and much more. In this article, we have talked about some of the most important hotel survey questions that you should be adding in your surveys while capturing guest feedback.

TL;DR

• A hotel survey is a questionnaire designed to collect feedback and opinions from hotel guests about their experiences and satisfaction with them during their visit and stay at a hotel.
• Hotel surveys are important as they enable you to improve hotel customer experience, build loyal customers, gain good reviews, attract more customers, and stay ahead of the competition.
• You can include questions for various hotel experience touchpoints, including demographics, check-in, stay experience, restaurant feedback, checkout, and more.
• To gather valuable feedback from hotel guests, reach out at key touchpoints like pre-arrival, post check-in, and post-stay.
• Zonka Feedback is an effective hotel guest feedback software that helps you easily create powerful surveys, collect actionable feedback, and work on it to make guest stay a memorable experience. It also offers a free trial for 14 days.

Measure Hotel Feedback and Guest Satisfaction 🏨

Gauge feedback from guests and visitors at various touchpoints in your hotel to improve their experience.

What is a Hotel Survey?

A hotel survey is a structured questionnaire or set of questions designed to gather feedback and opinions from guests about their experiences and satisfaction levels during their stay at a hotel.

The primary goal of a hotel satisfaction survey is to assess the quality of services, amenities, and overall guest satisfaction, helping the hotel management identify areas for improvement and make informed decisions to enhance the guest experience.

Here is an example of a questionnaire for hotel customer satisfaction. You can use this hotel survey template to measure customer satisfaction in hotels and the overall experience.

As we can see from the template above, there are certain aspects of the guest experience that every hotel satisfaction survey must touch. When you are planning to create your hotel survey, here are the top components you should not miss out on.

• Guest Service: This includes questions about staff friendliness, courtesy, helpfulness, and responsiveness to requests.
• Room Quality: This would address aspects like cleanliness, comfort of the bed and furniture, amenities provided, and overall satisfaction with the room.
• Hotel Facilities: This would gauge the guest's experience with common areas, restaurants, pools, gyms, or any other facilities offered by the hotel.
• Value for Money: This asks if the guest feels the price they paid matched the quality of the experience they received.
• Overall Experience: This is a general gauge of how satisfied the guest was with their entire stay, often measured on a rating scale.

Importance of a Hotel Satisfaction Survey

A hotel survey plays a crucial role in measuring customer satisfaction in the hotel and hospitality industry taking appropriate actions to enhance it and ensure amazing experiences for the hotel guests. It helps a hotel manager or owner in various ways:

• To Improve Guest Experience - Hotel surveys help you collect actionable customer feedback that helps you identify the key areas where you need to make improvements and enhance hotel customer experience.
• To Build Loyal Customers - Sharing hotel surveys shows you care about your customers. Acting on feedback enhances satisfaction and creates memorable experiences which in turn facilitates brand loyalty and encourages repeat visits.
• To Gain More Positive Reviews and Goodwill - Reviews directly impact your hotel's reputation as over 40% of happy guests leave positive reviews, while 48% of unhappy guests leave negative ones. Hotel surveys provide feedback to enhance guest satisfaction, close the feedback loop, and earn more positive reviews.
• To Attract More Customers - Many travelers read online reviews before booking a hotel. Positive reviews on popular platforms attract more customers, boosting business growth. Trekking companies often partner with highly ranked hotels, further increasing visibility and attracting travelers seeking reputable accommodations.
• To Stay Ahead of Competitors - Hotel surveys reveal customers' opinions, needs, and expectations, ensuring guest satisfaction. Satisfied guests are likely to choose you again and recommend your hotel to others, providing powerful personal endorsements that keep you ahead of competitors.

Hotel Survey Question Examples at a Glance

Hotel Survey Questions to Collect Feedback

Let us look at the hotel survey questions you can include in your questionnaire for the hotel customer satisfaction survey. These questions will help you evaluate every aspect of your hotel and your guest's needs and preferences.

1. Demographic Questions

Demographic questions help you to know your guests, their needs and preferences and take the best actions to satisfy them. Here are some demographic hotel survey questions that you can use in your hotel survey questionnaire.

• Select your age group
• Where do you reside?
• From where did you come to know about our hotel?
• What is your primary reason for your hotel stay? (Vacation, business, event, others)
• How frequently do you travel?

2. Hotel Room Booking Feedback Questions

Exploring your hotel and booking reservations in it is the first touchpoint of the customer journey of your guests. An effective and smooth booking and reservation process along with a seamless online booking form is necessary to bring in more guests to your hotels. Here are some hotel survey questions to gauge your guest's hotel room booking experiences.

• How did you book your hotel reservation?
• Do you agree that it was easy to make a reservation for your stay?
• How would you rate the speed and efficiency of our hotel website?
• Were you able to easily find and book the type of room you desired?
• Were our customer service representatives and service agents supportive enough to help you book your reservation?
• How would you rate the overall room booking experience with our hotel?
• Based on your hotel booking experience with us, how likely are you to recommend our hotel to your friends and relatives on a scale of 0 to 10? (Net Promoter Score Question)

3. Check-in Feedback Questions

Check-in is an important part of the hotel experience. You should ensure that your guests get a great check-in experience as it creates the initial experience of your hotel which lasts long. Here are some hotel survey questions that you can include in your feedback surveys for hotels to gauge your guests' check-in experiences.

• How would you rate your check-in experience at our hotel?
• Did you find our hotel staff who assisted in check-in friendly and welcoming?
• How would you rate the efficiency and speed of the check-in process?
• Did you encounter any issues during the check-in process?
• Was your room ready and clean when you checked in?
• Did you receive all the information you needed about the hotel's policies and procedures during check-in?
• Based on your recent check-in experience at our hotel, how likely are you to recommend our hotel to your friends and colleagues on a scale of 0 to 10? (Net Promoter Score Question)

4. Hotel Stay Experience Questions

Hotel Stay is the most crucial part of the overall guest experience. This experience is something that creates memories in the minds of your guests, and based on these memories they make the decision that they would book your hotel in the future or not. Guests often share beautiful memories with others which attracts more customers to your hotel. This makes this part even more crucial.

Here are some hotel guest stay survey questions that you can use to measure the Hotel Stay Experience of your guests.

• How would you rate the overall experience of your stay?
• How satisfied were you with the cleanliness and condition of your room?
• Were all the amenities you needed or expected provided in your room?
• How would you rate the bed and bedding facilities?
• Did you encounter any issues during your stay?
• Would you consider staying at our hotel again in the future?
• Did the hotel meet your expectations based on the information provided prior to your stay?
• Based on your experience of staying at our hotel, how likely are you to recommend our hotel to your friends and known ones on a scale of 0 to 10?

5. Facilities Feedback Questions

Proper facilities, cleanliness, and staff support are necessary to build great experiences for your hotel guests. Here are some hotel survey questions to measure the satisfaction levels of your guests with the facilities.

• How would you rate the facilities of the hotel?
• Were the hotel's facility staff members friendly, professional, and helpful during your stay?
• Were the facilities well-stocked with towels, toiletries, and other necessary items?
• How would you rate the cleanliness and maintenance of the facilities at our hotel?
• Did you encounter any issues with the facilities during your stay?
• Based on your recent experience without hotel facilities, how likely are you to recommend our hotel to your friends and known ones on a scale of 0 to 10?

6. Hotel Amenities Feedback Questions

Hotel Amenities like a swimming pool, spa, etc. are something that adds value to the overall experience of your guests. However, the amenities you have at your hotel must be well maintained and can create great guest experiences. Having less but great amenities is better than having more but average experience-providing amenities. Here are some hotel survey questions you can use to measure guests' satisfaction with the amenities at your hotel.

• How would you rate the overall experience with our hotel amenities?
• Were all the amenities you needed or expected provided in your room?
• Were you able to easily access the hotel's Wi-Fi and other technology-related services?
• How satisfied were you with the quality of the hotel's spa or other wellness facilities?
• How satisfied are you with the pool facility at the hotel?
• Were you able to enjoy the hotel's amenities during your stay?
• Did you encounter any issues while using the hotel's amenities during your stay?
• Do you agree that the hotel amenities were easily accessible and convenient to use?
• Based on your recent experience without hotel amenities, how likely are you to recommend our hotel to your friends and known ones on a scale of 0 to 10?

7. Restaurant and Food Feedback Questions

Food and Restaurant services are a crucial part of the hotel customer experience. Most travelers prefer to have breakfast and dinner in the hotel itself where they are staying. So it is important to ensure good food and restaurant services for your guests. Here are some hotel feedback questions for this purpose.

• How satisfied were you with the quality of the food served at the hotel's restaurant?
• Was the quantity of food served to you adequate and satisfying?
• How would you rate the taste and flavor of the food served?
• How would you rate the restaurant's service and hospitality?
• How would you rate the behavior and conduct of the restaurant staff?
• How would you rate the cleanliness of the restaurant?
• How would you rate the restaurant's ambience and decor?
• How would you rate the range of menu and variety of the food served at our hotel restaurant?
• How would you rate the overall dining experience at our restaurant?
• Did you face any issues with the food served and the overall restaurant facility?
• Based on your dining experience, how likely are you to recommend us to your friends and known ones on a scale of 0 to 10?

8. Pricing Feedback Questions

Pricing is an important factor that determines the decision of your guest to stay in your hotel. It is essential to ensure that your prices are competitive and you provide true value for money to your guests for the price paid. Here are some hotel survey questions to measure the satisfaction of your guests with the pricing of your hotel.

• How would you rate the pricing of hotel rooms and other facilities?
• Did you find our hotel rooms and facilities value for money against the price paid?
• Do you agree that the prices of the hotel's services were transparent and clearly communicated?
• How satisfied are you with the price of the food and beverages served at the hotel?
• Did you encounter any hidden charges or unexpected costs at our hotel?
• Were you able to utilize our special deals and promotions?
• Based on the prices, how likely are you to recommend our hotel to your friends and known ones on a scale of 0 to 10?

9. Billing Feedback Questions

Nobody wants to indulge in long and complex billing procedures. So you must ensure that your billing process is smooth and quick for the customers. Here are some hotel satisfaction survey questions to include in your feedback survey for hotels to gauge guest satisfaction with your billing process.

• How would you rate the billing and payment process of our hotel?
• Do you agree that enough payment options were available to book reservations and pay bills?
• Do you agree that the billing and payment process was smooth and quick?
• Did you receive a detailed receipt and invoice at the time of check-out?

10. Check-out Feedback Questions

So the hotel stay is over and bill payment is done by the guests. But the customer experience is not yet over. How you treat your guests while check-out when they have paid all bills creates a lasting impression on your guests. You and your staff must be committed to providing a great experience to the guests at the check-out so the guests think of choosing your hotel again.

Here are some hotel survey questions to measure guest satisfaction with their check-out experience at your hotel.

• How would you rate the hotel's check-out process?
• Were you able to check-out from the hotel at the time you desired?
• Did you face any issues while going through the check-out process?
• Were the hotel staff who assisted in check-out friendly and supportive?
• Based on your check-out experience, how likely are you to recommend our hotel to your friends and known ones on a scale of 0 to 10?

11. Location Feedback Questions

The location of your hotel is another factor that affects the travelers' complete experience. Ensure that your guests are easily able to locate your hotel and visit the sights easily and quickly from your hotel and come back. Here are some hotel survey questions to collect customer feedback regarding the location of your hotel.

• How would you rate the location of the hotel?
• Were you able to find and reach our hotel easily?
• Were transport options easily available to reach the hotel from the airport/railway station?
• Do you agree that the location of the hotel is safe and secure for travelers?
• Were you able to easily commute from our hotel to the sights and places you visited?
• Based on the location of our hotel, how likely are you to recommend our hotel to your friends and known ones on a scale of 0 to 10?

12. Overall Hotel Experience Questions

At the end of the survey, you must ask some hotel feedback questions to gauge the overall satisfaction and experience of your guests to book, stay, and check out at your hotel. Also, it is vital to include an open-ended hotel survey question and provide your survey respondents with an open space where they can share their feelings, issues, or suggestions. Here are some Hotel survey questions to serve the purpose.

• How satisfied are you with your overall experience with our hotel?
• Did you face any issues at any point from booking reservations to check-out at our hotel?
• Based on your recent experience with our hotel, how likely are you to recommend our hotel to your friends and known ones?
• Is there anything you would like to suggest to us to improve the experience of our guests?

How to Create a Hotel Satisfaction Survey?

You can easily create a hotel satisfaction survey using an online survey tool like Zonka Feedback that offers customizable templates and AI features like text analysis and sentiment analysis to get a comprehensive view of your guest feedback. For this, all you need to do is:

1. Register and log in to your Zonka Feedback account and click on 'Add Survey'.
2. You can create your hotel survey using AI, start from scratch, or select from a range of hotel survey templates.
3. Select the 'Hospitality and Travel' section and select your desired survey template.
4. Select the distribution mode and click on 'Next'. Name your survey and continue to the next step.
5. Edit the questions if you like. You can choose from question types like picture choice, radio buttons, checkboxes and more and select rating scale questions if you like.
6. Change the look and feel of your hotel survey by selecting font color, adding logo, background and more by exploring the 'Design' tab.
7. Click on 'Next' and your hotel survey will be ready to be shared among your guests for quick feedback collection.

When & Where to Ask Hotel Feedback Questions?

Positive reviews are gold for hotels, but negative ones can tarnish your reputation. Effective revenue management for hotels can help mitigate the impact of negative feedback and boost overall profitability. So, don't wait till your guests reach out to you with complaints. You must Reach out to guests at key touchpoints throughout their journey:

• Pre-Arrival: Gauge expectations with a brief survey about desired amenities or services. This helps you tailor their experience to their preferences.
• Post Check-in: See if the check-in process was smooth and their room meets expectations. Addressing issues early can prevent them from escalating.
• Mid-Stay: Check in after a few days to see if there are any niggling issues or if they need anything. This shows you're attentive to their needs.
• Post-Stay: While the experience is fresh in their minds, gather overall feedback. This is when guests are most likely to provide detailed insights.

Survey Channels to Ask Hospitality Survey Questions

Not only the touchpoints you use to collect guest feedback but also from where you are collecting it matters. This means that you should utilize a variety of channels to gather feedback from guests at different stages of their journey. Here are some survey channels you must consider:

• Email Surveys: Email surveys are a common and convenient way to collect feedback. They are ideal for post-stay feedback with detailed questions and can be personalized to improve response rates.
• SMS Surveys: SMS surveys are quick, mobile-friendly, and perfect for mid-stay check-ins or post-checkout NPS surveys. They are best used for short, specific questions to encourage quick responses.
• QR Codes: Placing QR codes strategically in rooms or common areas allows guests to access surveys on their phones easily. This contactless method is convenient and can be used for targeted feedback on specific areas of the guest experience.
• Kiosks: Kiosks in high-traffic areas like lobbies can gather instant feedback during a guest's stay. They are interactive and can be used for quick, on-the-spot surveys to capture immediate impressions.
• Tablets during Checkout: Using tablets during checkout allows you to capture last-minute thoughts and feedback, offering guests a convenient and immediate way to share their experiences before they leave the property.
• Social Media: Running polls on your hotel's social media platforms can gauge guest sentiment on specific features or services. This interactive approach can also help boost engagement with your social media audience.
• On the Booking App: Integrating a short survey into your booking app after booking confirmation can help you understand guest preferences beforehand. This information can be used to personalize their stay and improve their overall experience.

Best Practices for Hotel Satisfaction Survey

To make the most of your hotel guest satisfaction survey, you must follow certain practices so that you can gather meaningful feedback, identify areas for improvement, and enhance the overall guest experience.

• Monitor the Timing: It's important to monitor the timing and send the hotel survey to guests shortly after check-out to capture their experience while it's fresh in their minds. However, avoid sending surveys too frequently to prevent survey fatigue and ensure a higher response rate.
• Incentivize Participation: To encourage guests to complete the survey, consider offering a small incentive, such as a discount on their next stay or a complimentary service. This can increase the likelihood of guests providing feedback, which is valuable for improving the guest experience.
• Keep it Simple and Visually Appealing: Use a clean and visually appealing layout for the survey with easy-to-read fonts and colors and keep the survey concise and focused on key areas to avoid overwhelming respondents. A simple and visually appealing survey is more likely to be completed.
• Use Multiple-Choice Questions: Multiple-choice questions are easier for guests to answer quickly and provide you with quantitative data that is easier to analyze. You can use a combination of multiple-choice and open-ended questions to gather both quantitative and qualitative feedback.
• Provide Feedback Cards with QR Codes: To make it convenient for guests to provide feedback, consider placing feedback cards in guest rooms with QR codes that link directly to the survey. This eliminates the need for guests to search for the survey link and increases the likelihood of survey completion.
• Ask for Suggestions to Analyze Sentiments: Include open-ended questions in the survey that ask for suggestions or comments. This can provide valuable insights into guest sentiments and help you understand the reasons behind their ratings
• Avoid Open-Ended Questions at the Start: Start the survey with simple questions, such as rating scale surveys, before moving on to more detailed open-ended questions. This helps ease respondents into the survey and prevents survey fatigue.

Using a Survey Platform for Effective Hotel Surveys

Hotel and hospitality is a competitive industry and ensuring high satisfaction levels for your guests and creating memorable stay experiences is the key to standing out in this competition because hotel stay affects the travelers' overall experiences with their journey to a destination. So it is necessary to collect guest feedback and measure satisfaction to ensure that your guests are happy with their experience at your hotel. Incorporating an effective hotel satisfaction survey into the hotel business plan significantly contributes to achieving this goal.

An effective hotel survey questionnaire with the right questions is one way to gauge guest satisfaction and make improvements wherever needed to improve guest experiences. For conducting effective customer satisfaction surveys for your hotel, you should implement effective guest feedback system in hotels.

Zonka Feedback is a highly effective customer feedback tool that can help you achieve this goal. It not only enables you to collect feedback and measure guest satisfaction but also helps you take required actions on feedback and close the feedback loop effectively to improve guest experiences.

You can try Zonka Feedback for free for 14 days and see how it works for your hotel!

Published on May 27, 2024. Updated on Jul 02, 2024.