Are you a hotelier looking to elevate guest satisfaction at your property? Do you want to deliver a memorable experience to your guests through personalization and stellar customer service? Say no more! A hotel guest questionnaire is just what you need.
In this guide, we cover all that you need to optimize your services and make guest satisfaction seem like a breeze. Here’s a rundown of what we’ll cover in this blog post:
- What is a guest questionnaire?
- Types and examples of guest survey questionnaire
- Hotel guest survey templates
- Benefits of hotel guest questionnaire
- Best practices to follow
- Making the most of your guest questionnaire
But just before that, here’s something that you might be looking for…
What is a Hotel Guest Questionnaire?
Needless to say, in this age and time of digital reviews and dicey online reputation, it is important to stay ahead of the curve as a hotelier. To do that, you need to know what your guests want and provide it to them. And there’s no better way to do that than with the help of a hotel guest questionnaire.
A guest evaluation questionnaire is designed to help hoteliers understand the guests’ requirements and expectations and evaluate their experiences. A hotel guest survey is crucial to assess how satisfied your customers are with different aspects of the service you provide.
Different Types of Hotel Survey Questions – With Examples
There are different types of survey questions to ask to completely understand your guest. The following are the most crucial ones to focus on and their examples.
Hotel Room Booking Feedback Questions
Everything starts with your guests booking a room at the hotel. With all things digitized, you need to know how they get to know about you. Not only that you need to understand other key things as well. So, for all these, try asking any of the following questions.
- How did you come to know about us?
- How did you book a reservation at our hotel?
- How easy was it for you to use our website?
- On a scale of 1-5, how easy was it to book a room with us?
- How can we improve your booking experience?
Check-in Feedback Questions
After booking, the next part is the guest checking in. Here, you have to know about things like finding your place, your staff behavior, waiting time, etc. Basically, you have to understand their first impression of your hotel.
Here are some examples of survey questions you can ask.
- How easy was it to find/locate our place?
- Was the parking lot spacious enough to accommodate your vehicle?
- Was the receptionist helpful in checking you in?
- Did you experience any issues while checking in?
- Did you get all the information about hotel policies and procedures during check-in?
Hotel Cleanliness & Comfort Feedback Questions
Now that the guests have checked in, the next aspect to focus on is their satisfaction with the rooms. While you might be providing every basic need, you can’t exactly know what your guest’s expectations are.
So, to understand this, you can ask the following questions.
- How would you rate the cleanliness of the room upon your arrival?
- How comfy was the bed and pillows offered by us?
- Were all appliances in the room functioning to your expectations?
- Were the facilities well-stocked with the necessary items in your room?
- How can we improve your comfort level?
Hotel Facilities & Amenities Feedback Questions
With the guest settled in, you need to know more about their experience at your hotel. The first step towards this is to check whether you are providing enough facilities and amenities. Ask the following guest survey questions to clearly understand their expectations and opinions.
- Were you able to use any of the amenities?
- Which among the following amenities did you find the most useful?
- Were the amenities well-maintained and up-to-date?
- Were the opening hours of the amenities convenient for you?
Hotel Food & Drinks Feedback Questions
Food and drinks play a crucial role in heightening the quality of your hotel. By providing exquisite food and drinks, you can potentially improve customer satisfaction and attract more customers.
But how do you know what your customers want? Exactly! This is why it is important to include the following questions in a hotel guest survey.
- Did you dine at our restaurant?
- Were you able to find the food of your liking?
- Did you find the pricing of the food and beverages reasonable?
- How would you rate the quality of the dishes you had?
- How can we improve your dining experience?
Pricing & Billing Feedback Questions
Pricing is yet another factor that can sway the guest’s decision to stay or not. While there are other ways to lock the pricing, like doing competitor analysis and all, the best option remains to ask the customers.
By including specific questions in your hotel surveys, you can learn what they are willing to pay. Not to mention the rating of your current pricing. So, for this you can include the following questions.
- How would you rate the pricing for the room and other amenities?
- Did you find our hotel and amenities value for the price?
- Were there any extra charges added to your bill?
- Were you able to use our special offers/discounts?
Guest Satisfaction Survey Questions
This is to measure the overall satisfaction level of your guests. The more satisfied your guests are, the more loyal they will be. Meaning? They will not only choose you over the competition but also suggest to others.
Some hotel guest satisfaction survey questions are –
- Overall, on a scale of 1-5, how satisfied are you with your stay here?
- What did you like the most about your stay?
- What did you like the least about your stay?
- Is there anything we can do to make your stay more enjoyable?
Free Hotel Guest Survey Templates
If you are looking to run any specific surveys fast, here are some survey templates you can use. The templates are completely for your use. So, don’t shy away from trying it out if you are interested.
PS: You can very well customize the questions and themes so that it stands close to your brand identity.
Template 1 – Hotel Guest Registration Form
Use this template to streamline your check-in process and make it engaging and user-friendly.
Guest Registration Form
Preview Template
Template 2 – Hotel Booking Chatbot
Converse with your guest, understand their requirements, and provide the best options available.
Hotel Booking Chatbot
Template 3 – Hotel Guest Satisfaction Survey
This template includes hotel survey questions that will help you measure the satisfaction level of your guests.
Guest Satisfaction Survey
Template 4 – Hotel Guest Questionnaire
If you are interested in collecting insightful data about your guests, then try out this one. The guest survey questions include everything from booking preferences to travel frequency.
Hotel Guest Questionnaire
Also, if you want to white-label your surveys and make them with your brand names, you are all sorted to do that as well. Sign up to accessup access that feature.
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Why Use a Hotel Guest Questionnaire?
Most people confuse a hotel complaint card with a hotel guest questionnaire. Well, the truth is, the former is only an extension of the guest review form. On the other hand, a hotel customer survey can be employed at every stage of the reservation process: pre-arrival, during the stay, and post-departure.
Now, to address the question at hand, why should we really bother with a hotel guest questionnaire? Putting it simply, its advantages are significantly hard to miss. Some of them are as follows.
1. Serves as an Olive Branch to Dodge Negative Reviews
Sending out a questionnaire, even a short one, goes on to show your customers that you care about them. It could be just as simple as asking them about their experience with you, but its results are mighty. Even if they were to reply in the negative, you could use that opportunity to set things right on the spot and get back on their good books.
For example, imagine that one of your guests complained about the cleanliness of the room in the survey. As soon as you come across this response, you can act immediately and deal with it by sending a house help to tidy up the room or even making arrangements to relocate your guests to a cleaner room works.
2. They Help Evaluate Guest Satisfaction
Unsatisfied customers cost your business. Quite literally. Reports indicate that 80% of customers will switch companies after one poor service experience. Now, that’s a lot of business lost.
By asking your guests if the service is up to par with their expectations, you’re sure to create a great lasting impression in the minds of your customers. Even after they check out, a “thank you for staying with us” email will strengthen positive feelings about their stay, therefore resulting in a better chance of a review or a return visit.
3. Measuring NPS®
Successful hotel owners and managers realize early on that measuring customer satisfaction and loyalty is critical to growth. If you’re bent on joining the bandwagon yourself, you can do so by asking your customers a simple question –
“On a Scale of 1-10, How likely are you to recommend this hotel to your friends/ colleagues?”
By doing so, one can address any problem areas, improve the overall experience of their customers, monitor loyalty trends, and grow revenue through referrals and upsells.
Hotel Guest Questionnaire: Best Practices
Not all surveys are created equal, and neither do they generate the same results. Chances are your guests’ emails are flooded with emails left, right, and center. So, how do you stand out from the crowd and create a memorable survey experience for guests? (Related: 10 Survey Best Practices and Tips You Can Put Into Action)
To help you combat survey fatigue and create a well-structured survey that your respondents love, here are some pointers to keep in mind.
Best Practice 1 – Remember to Time Your Surveys
You can send several questionnaires during the guest reservation cycle. You just have to be smart about it.
For instance, in the case of in-stay surveys, a short survey with 2-3 questions will be more than enough to generate service recovery opportunities. But when we’re considering the case of post-stay surveys, remember to send it out pretty soon before they forget the details, preferably in 1-2 days’ time.
It’s all about sharing the survey at the right time.
Best Practice 2 – Be Inviting
Although a hard pill to swallow, the truth is that nobody owes you their time. Hence, it is imperative that you strive to create a good experience for them to invite them to participate in your survey.
For instance, if you’re sending out a questionnaire via email, you can make the subject line catchy and clickable. Talking about the actual survey itself, opt for a beautiful template and stick to personalized questions.
Best Practice 3 – Mobile-first Surveys for the Win
These days, most people opt to check their email on their phones. Not only that, if they’re on holiday, there’s a good chance that they won’t carry their laptops with them. Therefore, it’s always best to opt for a mobile-responsive survey such as SurveySparrow’s, which will allow them to take the surveys on the go.
Related Read: Why Should Your Surveys Be Mobile Compatible?
Best Practice 4 – Be Smart About the Questions Asked
When creating a hotel customer questionnaire, it is crucial to keep the logical sequence. For example, if you are creating a questionnaire about the online reservation experience, you should never hit them with questions about the payment procedures first. As it is the last step in the booking process, it’s only judicial to save it for later.
Plus, if you already know your guest’s name, you can add them to your message so it will sound more like a human conversation and not some generic template you use with everyone else.
Best Practice 5 – Keep the Survey Short and Simple
Nobody wants to spend hours answering your survey questions. So, never do long surveys that take several pages. In fact, hotel customer questionnaires shouldn’t take more than 10 minutes to fill out. So it’d be best to fit in no more than 10-15 questions.
It is also important to avoid any industry-related words, that are known just by professionals. Put yourself in your guests’ shoes and keep vocabulary simple but clear.
How to Make the Most of Your Hotel Guest Questionnaire?
SurveySparrow is one of the best guest survey and feedback software out there. From helping you collect feedback at every touchpoint of your customer journey to getting valuable insights in the form of detailed reports, there’s a lot it can help you with.
If you want to weigh in on your options and make the most of your hotel guest questionnaire, here are some ways our guest feedback solution can help you get ahead of your competition-
Hundreds of Pre-loaded templates to get started
As we discussed above, sending out visually appealing, conversational surveys is key in ensuring their completion rates. But we totally understand that creating a perfect survey that ticks all the right boxes is no feat.
That’s why SureySparrow comes with hundreds of pre-loaded hotel questionnaire templates that you can get started within a jiffy. You can either use them as it is or customize them further to your liking. Either way, you won’t have to sweat it.
If you need to take personalization to a whole different level, our custom CSS, SSL, and video surveys will come in handy!
Make your surveys more intuitive with skip/display logic
What could be worse than asking no questions? Well, for one, asking the wrong questions. No one of your respondents wants to answer questions that don’t pertain to them. That’s why it is important to opt for customer survey software that offers conditional branching.
With SurveySparrow, you can set conditions that must be met for a particular question to be shown to the respondent. Based on the answers given by respondents, you can also shift the control of the survey to a different part of the survey. This way, your guests would only be asked relevant questions.
Bring at-a-glance visibility with Executive Dashboard
Oftentimes, with hundreds, possibly thousands of survey results at hand, it gets tricky to get to the bottom of these data and derive insights from them. But that’s where the importance of a survey dashboard comes into play.
With our executive dashboard in place, you could pull hotel customer survey data from multiple surveys into one dedicated portal and evaluate real-time results. Oh, and your dashboards dynamically stay up-to-date. This way, it is easier to show the story in your data, focus on key insights, and take action on key metrics.
Case Management System
When you’re in the hospitality industry, being quick and receptive to customer queries/concerns will undeniably make a difference. Thanks to a case management system, you can set different tasks into motion, ensure every response is accounted for, and close the feedback loop effortlessly.
You can convert your guests’ responses into tickets and route them to the right team member for prompt action.
Finishing up
If you’re running a hotel, there is only one thing that truly matters at the end of the day – that your guests are truly happy and you provide them with an enjoyable experience, through and through. A guest questionnaire or survey makes that task easier for you by eliminating guesswork and letting you know what is it that they truly need from you.
With a hotel survey software such as SurveySparrow, you get to streamline the whole process of guest feedback collection and make it all the more hassle-free.
Good luck! We’re rooting for you.
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