Hotel guest satisfaction survey: 12 questions about one stay
One stay, rated step by step from check-in to check-out, in twelve questions a guest answers in about three minutes.
- 12questions
- About 3 minto answer
The 12 guest satisfaction survey questions
A guest satisfaction survey asks hotel guests to rate one stay: the stay as a whole, its value, and each step from arrival to departure, so you can see which part moved the overall score. A guest finishes all twelve in about three minutes, and you can reword any of them in the free survey creator first.
The whole stay
The two ratings to track from one month to the next.
- Overall, how satisfied were you with your stay?
- How satisfied were you with the value for what you paid?a pricing problem when it falls while the steps hold.
Each step of the stay
One rating per step, so a low overall score points at a team you can talk to.
- How satisfied were you with checking in?
- How satisfied were you with the cleanliness of your room?the housekeeping team, rated apart from comfort.
- How satisfied were you with how well you slept?the bed, the noise and the temperature together.
- How satisfied were you with the staff who looked after you?
- How satisfied were you with checking out?often an unexplained charge, when it scores low.
What went wrong
Separates a bad stay from one your team already put right.
- Did anything go wrong during your stay?your reply list: each "not put right" that left a contact.
- For a reply, leave an email address or a phone number.
In their own words
Both optional. One thing to fix and one thing to keep.
- What one thing would have made this stay better?short answers a duty manager can read in a morning.
- What did we do well that we should not change?what to keep when you refurbish the rooms.
Against the booking
One last rating: how the stay compared with what the booking promised.
- Compared with what you expected when booking, how was your stay?your listing photos and words, when it lags the steps.
How to survey hotel guests
Send it to every guest the day after checkout, from the booking record, so each answer rates one stay. It asks for no name, and the contact line is optional, so only guests who want a reply leave one.
Start with question 8 and reply to every "not put right" that came with a contact. Then find the lowest of the five step ratings: that is the desk, the housekeeping team or the shift to visit first.
For a spa or a rental, rename the five steps to fit that visit. Diners at a table get more from the restaurant survey questions.
People at a wedding or conference you hosted answer an event feedback survey. A guest who phoned about one problem rates that call in a customer service survey.
Guest satisfaction survey FAQ
What questions should a guest satisfaction survey ask?
Rate the stay and its value, then each step: check-in, cleanliness, sleep, the staff and check-out. Ask what went wrong, invite two comments, and close on how the stay compared with the booking. To add a recommend question, take it from the NPS survey.
Is a guest experience survey the same as a guest satisfaction survey?
In a hotel they are usually the same survey under two names. If yours should also cover booking and the pre-arrival email, add one step question for each in the same satisfaction wording, and keep the overall rating first.
Can a guest satisfaction survey ask for an online review?
Yes. Put your review link on the closing screen and show it to every guest, whatever they scored. That keeps you inside Google's rules for business reviews, which bar asking only happy customers.[1]
Michael Hodge, survey methodology · Updated 26 September 2026 · How templates are reviewed
Sources (1)
- Google. Prohibited and restricted content. Maps user contributed content policy, Google Help. support.google.com, read on 26 September 2026.
Find out which part of the stay to fix first
Twelve questions about one stay, with the answers in before the next guest checks in.
Use this template