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Create your Hotel Satisfaction Survey

Use Zonka Feedback to capture guest feedback, identify areas of improvement, and create memorable hotel stay experiences. 

collecting feedback for hotel

80 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 and a good hotel stay experience is the greatest factor that makes their journeys memorable. So when you are in the Hotel industry, customer experience is everything!

Travelers nowadays not only share their experiences with their friends and family but also share their good and bad reviews on online platforms to help other people. According to TripAdvisor, 81% of the travelers explore hotel reviews before deciding to book a hotel. This makes it vital for hotel businesses to provide great experiences and service to their guests.

One of the best ways to measure and ensure guest satisfaction is by collecting guest feedback through hotel satisfaction surveys. The effectiveness of the hotel surveys depends on the questions you include in them. So we are here to help you with some most effective survey questions to include in your hotel satisfaction survey. The hotel guest satisfaction survey will help you evaluate every aspect of your hotel and your guest's needs and preferences. Let's start with defining a hotel survey!

TL;DR

  • Ensuring amazing guest experiences is crucial for hotel owners and managers for the success of their hotel business, and an effective hotel satisfaction survey contributes to it.

  • 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 and goodwill, attract more customers, and stay ahead in the competition.

  • For creating an effective hotel guest survey, it is essential to include the right questions to collect valuable guest feedback and meaningful information.

  • You can include various types of questions for different objectives and touchpoints of the hotel experience like demographic questions, check-in feedback questions, hotel stay experience questions, restaurant and food feedback questions, checkout feedback questions, and more.

  • 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 their stay a memorable experience. It also offers a free trial for 14 days.

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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.

Use this Template

Let's learn the importance of conducting guest surveys in the hotel industry.

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 so that you can work in the direction of improving hotel customer experience.

  • To Build Loyal Customers - Sharing hotel surveys conveys that you care for your customers. When you take action on the feedback to enhance satisfaction and create memorable experiences for your guests, it creates a positive impact. This makes them loyal to your brand and choose you again when they travel the next time.

  • To Gain More Positive Reviews and Goodwill - Research suggests that over 40% of happy guests leave a positive review about their experience at a hotel, and around 48% of unhappy customers leave negative reviews about their lousy experience at the hotel. Reviews directly affect the goodwill of your hotel brand. Feedback collected through hotel surveys guides you to take the right action to enhance guest satisfaction and close the feedback loop thereby avoiding negative feedback & reviews and earning positive ones.

  • To attract more customers - Many travelers read online 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. A curious feature refers to the partnership of trekking companies with hotel affiliates based on mutual benefits coming from their businesses. Having hotel affiliate owners all over the most popular destinations the trekking experts strive to gain as more positive reviews as positive to include the most ranked hotels in their tour. Thereby, if a customer has a tour du Mont Blanc, there's a possibility that he might stay at a luxury hotel in Switzerland as reputable trekking companies always value their privacy and select the hotels exclusively with high ranking.

  • To stay ahead of competitors - Hotel surveys enable you to know about customers' opinions, needs, expectations, and perceptions about their experience with your hotel. This information enables you to ensure that your guests are satisfied. Satisfied guests tend to choose you again and even recommend others to give you a chance. 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 feedback questions you can ask in your customer satisfaction survey

Hotel Satisfaction Survey Questions

  1. Demographic Questions

  2. Hotel Booking Feedback Questions

  3. Check-in Feedback Questions

  4. Hotel Stay Experience Questions

  5. Facilities Feedback Questions

  6. Hotel Amenities Feedback Questions (Pool, spa, etc.)

  7. Restaurant and Food Feedback Questions

  8. Pricing Feedback Questions

  9. Hotel Staff and Support Feedback Questions

  10. Billing Feedback Questions

  11. Check-out Feedback Questions

  12. Location Feedback Questions

  13. Overall Hotel Experience Questions

Here are the hotel survey questions you can include in your questionnaire for hotel 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 and create long surveys. 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 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?

hotel survey demographic question

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 representative 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)

Guest Mid-stay Feedback

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?

Likert Scale Survey for guest at hotel

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?

  • 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?

restaurant survey questions

 

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 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 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?

Billing feedback question in a retail survey10. 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?

hotel feedback using offline survey software

Conclusion

Hotel and Hospitality is a competitive industry. 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.

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 guest feedback system in hotels.

Zonka Feedback is one such effective customer feedback software that you can use for this purpose. It not only enables you to collect feedback and measure guest 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 14 days and see how it works for your hotel.



Nikhil Dawer

Written by Nikhil Dawer

Feb 07, 2024

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