Measure every touchpoint of the guest journey from check-in to checkout. Track room quality, staff service, amenities, and loyalty across all properties.
This hotel guest satisfaction survey is designed for hotel chains, boutique hotels, and vacation rentals that need structured post-stay feedback. It covers every major touchpoint of the guest journey: the booking and check-in experience, room quality, staff interactions, amenities, and dining.
The combination of rating scales and open-ended questions gives you both quantitative metrics for benchmarking and qualitative insights for improvement. The NPS question provides a single loyalty score that you can track over time and compare across properties.
How would you rate your overall stay experience?
How would you rate the check-in process?
How satisfied were you with the cleanliness of your room?
How comfortable was your bed and room furnishings?
How would you rate the friendliness and helpfulness of staff?
How satisfied were you with the hotel amenities (pool, gym, spa)?
How would you rate the quality of the breakfast or dining options?
Was your room ready at the promised check-in time?
Did any issues arise during your stay that were not resolved?
How likely are you to recommend this hotel to a friend or colleague?
What was the highlight of your stay?
What could we do to make your next stay even better?
Send the survey via email or SMS within 2 hours of checkout while the experience is fresh.
Add a question about the booking channel (direct, OTA, travel agent) to segment feedback by source.
Include a conditional follow-up when guests report unresolved issues to capture recovery opportunities.
Use NPS trends to compare performance across properties in your portfolio.
Ask about specific amenities only if your property offers them -- remove irrelevant questions.
Consider adding a question about value for money to correlate satisfaction with pricing strategy.
Customize this template, send via email or QR code, and track guest satisfaction in real time with Customer Echo.