Hotel survey template

The hotel and resort business is often based on reputation.

See what guests think about the experience at your hotel. A hotel survey offers customizable questions about guest satisfaction for collecting meaningful feedback on any aspect of the hotel or resort.

Use a hotel survey to:

Improve guest satisfaction and loyalty.
Identify areas for service enhancement.
Stay competitive and meet guest expectations.

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Why use the Pointerpro hotel survey template?

Automatic email alerts

Get an automated email every time a hospitality survey is completed.

Delightful design features

Experiment with background images, fonts, layout and design for a customized, on brand questionnaire.

Refined survey reporting

Take your reporting to the next level! With Data Filters you can customize to gain actionable insights from guest feedback. Share reports publicly or privately, create real-time presentations and effortlessly export your survey data to CSV or PDF.

What is a hotel survey?

A hotel survey is a feedback mechanism used by hotels to gather information and opinions from their guests. It typically involves a set of questions or prompts designed to assess guest satisfaction, gather feedback on various aspects of the hotel experience, and identify areas for improvement.

The survey may cover topics such as room cleanliness, staff friendliness, amenities, food quality, and overall guest experience. The purpose of a hotel survey is to obtain valuable insights from guests, gauge their satisfaction levels, and make data-driven decisions to enhance the quality of service and meet guest expectations.

The feedback collected through hotel surveys helps hotels identify strengths and weaknesses, address any issues promptly, and continuously improve their offerings to provide a better experience for their guests.

What’s included in a hotel survey?

A hotel survey typically includes a range of questions and prompts to gather feedback and opinions from guests. The specific content of a hotel survey may vary depending on the goals and priorities of the hotel, but here are some common elements that are often included:

Overall Satisfaction: A rating or scale-based question to assess the guest’s overall satisfaction with their stay at the hotel.
Room Experience: Questions related to the cleanliness, comfort, amenities, and functionality of the guest room.
Staff Performance: Feedback on the friendliness, professionalism, and responsiveness of hotel staff members, including front desk, housekeeping, and restaurant personnel.
Facilities and Services: Assessments of hotel facilities such as the gym, pool, spa, or business center, as well as the quality of services provided, such as room service, concierge assistance, or shuttle service.
Food and Beverage: Questions regarding the quality, variety, and dining experience at the hotel’s restaurants, bars, or room service.
Check-in and Check-out Process: Evaluation of the efficiency, speed, and overall experience during the check-in and check-out process.
Recommendations and Feedback: Open-ended questions or comment boxes where guests can provide additional comments, suggestions, or recommendations for improvement.
Demographic Information: Optional questions about the guest’s demographics, such as age, gender, purpose of the trip, or frequency of hotel stays.

It’s important for a hotel survey to strike a balance between being comprehensive enough to capture relevant feedback and being concise to encourage participation. The specific questions and format can be tailored to the hotel’s specific needs and objectives, keeping in mind the ultimate goal of gathering actionable insights to enhance the guest experience.

7 Tips for a better hotel survey

Implementing a hotel survey effectively can help you gather valuable guest feedback and insights. Here are seven tips to consider when implementing a hotel survey:

Clear Objectives: Determine the specific goals and objectives of your survey. What do you want to learn or improve upon? Having clear objectives will help you design targeted questions and analyze the results effectively.
Short and Simple: Keep the survey concise and easy to understand. Guests are more likely to participate if the survey is not overly lengthy or complicated. Focus on the most important aspects of the guest experience and ask clear and straightforward questions.
Timing: Choose the right timing to administer the survey. Consider sending the survey shortly after check-out or during the guest’s stay, ensuring that their experience is still fresh in their minds. Avoid sending surveys too long after the guest’s departure, as their memory and engagement may have diminished.
Multiple Channels: Offer multiple channels for guests to provide feedback, such as online surveys, mobile apps, or in-room tablets. Providing flexibility in how guests can participate increases the likelihood of engagement.
Incentives: Consider offering incentives or rewards to encourage guest participation. This could be a small discount on their next stay, a complimentary service, or a chance to enter a prize draw. Incentives can motivate guests to take the time to complete the survey.
Regular Analysis and Action: Establish a process to regularly analyze survey results and take action based on the feedback received. Identify trends, prioritize areas for improvement, and share the findings with relevant staff members to ensure continuous improvement in the guest experience.
Follow-up Communication: Show guests that their feedback is valued by following up with them after the survey. This can be done through personalized emails, thank-you notes, or offers tailored to their specific feedback. Letting guests know that their opinions are important and that you are taking steps to address their concerns can enhance guest satisfaction and loyalty.

Remember, the success of a hotel survey depends not only on its design but also on the implementation and action taken based on the feedback received. Regularly evaluating and adapting your survey approach will help you gather meaningful insights to enhance the guest experience and drive guest loyalty.

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What Pointerpro clients are saying

“We use Pointerpro for all types of surveys and assessments across our global business, and employees love its ease of use and flexible reporting.”

Jim McLean

Director at Alere

“I give the new report builder 5 stars for its easy of use. Anyone without coding experience can start creating automated personalized reports quickly.”

Nicolas Gounin

CFO & COO at Egg Science

“You guys have done a great job making this as easy to use as possible and still robust in functionality.”

Ryan Dicksinson

Account Director at Reed Talent Solutions

“It’s a great advantage to have formulas and the possibility for a really thorough analysis. There are hundreds of formulas, but the customer only sees the easy-to-read report. If you’re looking for something like that, it’s really nice to work with Pointerpro.”

Sabine Wanmaker

Country Manager Netherlands at Better Minds at Work

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