Survey · Customer success
Hotel feedback survey template
Covers each part of a stay in one grid, then asks the question that matters most to a hotel manager: did anything go wrong, and did the team fix it? Guests with no problems skip straight past it, and anyone who wants the manager to reply leaves an email and gets a different sign-off.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
Thanks for staying with us. How was it? A few questions, about two minutes.
When did you check out?
What brought you here?
How was your stay overall?
How would you rate each part of your stay?
Which facilities did you use?
Did anything go wrong during your stay?
What happened?
Did our team sort it out?
How likely are you to recommend us to friends or family?
What's one thing we should never change?
Would you like the manager to reply to you personally?
What email should the manager use?
Endings
Thank you, we hope to see you again 🏨
Thank you, the manager will be in touch
The flow
Where each answer leads. Every route here is editable once the form is yours.
Date
Single select
Rating
Matrix
Multi select
Yes / No
Long text
Single select
NPS
Long text
Yes / No
What this template uses
- Date
- Single select
- Rating
- Matrix
- Multi select
- Yes / No
- Long text
- NPS
- 2 branches
- 2 endings
Questions to consider
- Which parts of a stay do you want rated separately, and does the grid list them?
- Which facilities do you actually offer? Remove the ones you don't.
- Who replies to guests who ask for the manager, and within how long?
- Will you send this at checkout, or by email the day after?
How to use the responses
Reply to every guest who asked for the manager first, especially those who had a problem that wasn't fixed. Then look at problems by whether the team sorted them out: issues fixed quickly often still earn a good score, while ones nobody heard about point to guests who didn't feel able to speak up. Read the grid by department and share each row with the team that owns it, along with the things guests said you should never change.
How to customize and share it
- 1Edit the rows in the grid and the facilities list so they match your property.
- 2Add your hotel's name to the greeting and the recommendation question.
- 3Send the link in the post-stay email, or show a QR code at checkout so guests can answer before they leave.
Frequently asked questions
What questions should a hotel feedback survey ask?
Ask about the stay overall, then the room, sleep, staff, breakfast and facilities, and whether anything went wrong. A recommendation question and an open comment round it off.
When should I send a hotel guest survey?
On the day of checkout or the day after. Guests remember the details, and anyone with a complaint can still be reached before they write a public review.
How do I follow up on a bad hotel review from a survey?
Reply personally and quickly, name the problem, say what you have changed and offer something where it fits. This survey asks guests whether they want a reply, so you know who expects one.
Can I put this survey on a QR code in rooms?
Yes. Share it as a link, which can go on a QR code, or embed it on your website.