82 Customer Satisfaction Survey Questions for Hotel [+Template]

Travel and Hospitality is an ever-growing industry. Most people want to take a break from their busy lives and explore different colors of the world. A good Hotel stay experience is the most crucial factor that makes their journeys memorable and adds color to them. So when you are in the Hotel industry, Customer Experience is everything!

Happy customers recommend your hotel to other travelers, whereas unhappy customers spread bad word of mouth about the hotel. Moreover, customers share their good and bad reviews on online platforms and new travelers refer to them. According to TripAdvisor, 81% of the travelers explore hotel reviews before making their final decision to book a hotel. This makes it vital for hotel managers and owners to provide great experiences and service to their guests and ensure Guest Satisfaction.

One of the best ways to measure and ensure Guest Satisfaction is by collecting Guest Feedback through Customer Satisfaction Surveys. By asking the right questions from your guests, you can collect valuable and actionable feedback which will help you improve your hotel services and amenities. In this article, we will explore some most effective questions to include in your Customer Satisfaction Surveys for hotels. These Hotel Guest Satisfaction Survey will help you evaluate every aspect of your hotel and your guest’s needs and preferences.

Here is an example of Customer Satisfaction Survey Template for Hotels. You can use this template to measure Customer Satisfaction in hotels and gauge Guest Experience.

Before exploring the top questions to use in your Customer Satisfaction Survey for hotel, let’s learn the importance of measuring Customer Satisfaction in the Hotel Industry. You can also directly jump to the questions if you wish to skip this part.

Let’s learn more about these reasons to realize the importance of measuring Customer Satisfaction in the Hotel industry.

1. To Improve Guest Experience

Amazing Guest Experience is the key to a successful hotel business. Measuring Customer Satisfaction is not just a way to collect feedback about your hotel, but also a way to improve the experience of your guests. Actionable Customer Feedback helps you identify the key areas where you need to make changes and improvements so that you can work in the direction of improving Guest Experience.

2. To Build Loyal Customers

Measuring Customer Satisfaction conveys that you care for your customers. And when you take action on the feedback to enhance satisfaction and create memorable experiences for your guests, they become loyal to your brand and choose you again when they travel the next time.

3. To Gain Good Reviews and Goodwill

Research suggests that over 40% of happy guests leave a positive review about their experience at a hotel, and around 48% unhappy customers leave negative reviews about their lousy experience at the hotel. Reviews directly affect the goodwill of your hotel brand. To avoid negative reviews, and earn positive ones, you need to collect Guest Feedback and measure satisfaction so that you can take timely action to make improvements.

When you take action on feedback at the right time and close the feedback loop effectively, it can not only avoid negative reviews but can also convert your unhappy customers into happy customers thus getting more positive reviews for your hotel.

4. To attract more customers

According to Tripadvisor, most travelers read an average of nine reviews before deciding to book a hotel for their journey. So when you gain positive reviews on popular review platforms, it attracts more customers towards your hotel which is ultimately beneficial for the growth of your business. 

5. To stay ahead of competitors

The Hotel and Hospitality Industry is a competitive industry. Surviving and staying ahead in this industry can not be possible without knowing what your guests think about the experience they get at your hotel.

Are your guests happy with their hotel stay? Will they return to your hotel when they visit the same destination again? Will they recommend our hotel to their friends and known ones when somebody among them is planning to visit the same destination?

Measuring Customer Satisfaction will help you know the answers to these questions and enable you to ensure that your guests are satisfied and happy enough to choose you again among the big list of competitors. They can even recommend your hotel to their known ones too and these personal recommendations are more powerful than any other marketing to keep you ahead of your competitors.

Let’s explore the different categories of Hotel Survey Questions you can ask in your Customer Satisfaction Survey.

Here are the questions you can ask in your Customer Satisfaction Survey. These questions will help you evaluate every aspect of your hotel and your guest’s needs and preferences. You don’t need to include all the questions. You can choose the ones that suit your requirements.

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 Customer Satisfaction Survey for hotel.

• 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. Effective and smooth booking processes are necessary to bring in more guests to your hotels. Here are some Customer Satisfaction 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 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?

3. Check-in Feedback Questions

Check-in is an important part of the Guest 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 Customer Satisfaction 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?

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 attract 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 is necessary to build great Guest Experiences. Here are some Customer Satisfaction Survey Questions to measure Guest Satisfaction 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 are something that add value to the overall experience of your guests. But it is essential that the amenities you have at your hotel are well maintained and are able to create great Guest Experiences. Having less but great amenities is better than having more but average experience-providing amenities. Here are some Customer Satisfaction Survey Questions you can use to measure Guest 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 Guest 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 Customer Satisfaction Survey 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?
• Was the food served to you timely and without much waiting time?
• 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 in those prices. 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?
• 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 charge 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 Customer 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 Guest Experience is not yet over. How you treat your guest while check-out when they have paid all bills creates a lasting impression on your guests. You and your staff must be committed to provide a great experience to the guest at the check-out so the guests think of choosing your hotel again.

Here are some Customer Satisfaction 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

Location of your hotel is another factor that affects the travelers overall 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 Customer Satisfaction 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 questions to gauge the overall experience of your guests to book, stay, and check out at your hotel. Also, it is vital to provide your survey respondents with an open space where they can share their feelings, issues, or suggestions. Here are some Customer Satisfaction 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?

Conclusion

Hotel and Hospitality is a competitive industry. Ensuring high customer satisfaction and creating memorable stay experiences is the key to stand out in this competition because hotel stay affects the traveler’s overall experience 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.

Effective Customer Satisfaction Surveys with the right questions are one way to gauge Customer Satisfaction and make improvements wherever needed to improve Guest Experiences. For conducting effective Customer Satisfaction Surveys for your hotel, you should implement Guest Feedback System in hotels.

Zonka Feedback is one such effective Customer Satisfaction Tool that you can use for this purpose. It not only enables you to collect feedback and measure Customer Satisfaction but also helps you to take required actions on feedback and close the feedback loop effectively to improve Guest Experiences.

You can try Zonka Feedback for free for 7 days and see how it works for your hotel.