Hotel Guest Satisfaction Survey: 50 Helpful Questions (+ Survey Template)

A hotel depends on its guests to stay in business. It’s not just about how many guests you can attract, but how many satisfied guests leave your hotel. For hotels in North America, guest satisfaction has declined since the pandemic. According to a review of 6 million user-generated reviews and 20 million online comments, the Global Review Index dropped, with North America seeing the biggest decline.

If you want to know how satisfied your clients are, prepare a hotel guest satisfaction survey.

What is a Guest Satisfaction Survey?

A Hotel Guest Satisfaction Survey is a tool used by hotels to gather feedback from guests about their experiences during their stay. These surveys typically cover:

• Quality of accommodations
• Cleanliness
• Amenities
• Customer service
• Overall satisfaction

Surveys provide insights into what guests enjoyed and where improvements are needed. Analyzing responses helps hotels identify trends, address issues, and enhance the guest experience.

How Can a Guest Satisfaction Survey Help You?

Guest satisfaction surveys are valuable for hospitality businesses. They help by:

• Understanding customer experience: Reveal what guests like and dislike from arrival to departure.
• Identifying areas for improvement: Pinpoint specific issues (cleanliness, staff friendliness, amenities) so you can prioritize fixes.
• Measuring performance: Track satisfaction over time and evaluate the impact of changes.
• Building customer loyalty: Guests who see their feedback acted upon are more likely to return and recommend.
• Benchmarking against competitors: Compare results with industry standards to find strengths and weaknesses.

Why Should You Use a Guest Satisfaction Survey?

Benefits include:

• Benchmarking performance against industry standards and competitors.
• Improving reputation and brand image by highlighting strengths and promoting positive feedback.
• Reducing negative reviews and complaints by proactively addressing issues raised in surveys.

50 Helpful Survey Questions (+ Survey Template)

Below are 50 hotel guest satisfaction questions you can include in your survey. Each question includes a brief explanation of what it measures.

1. How would you rate the ease of the check-in process?
   Evaluates efficiency and user-friendliness of check-in; identifies arrival delays or hurdles.
2. Were you satisfied with the cleanliness of your room upon arrival?
   Assesses initial impression regarding room cleanliness and readiness.
3. Did the room amenities meet your expectations?
   Gauges whether toiletries, linens, and in-room technology aligned with expectations.
4. How comfortable was your bed?
   Measures bedding comfort, which is central to guest sleep quality.
5. How would you rate the quality of the in-room dining service?
   Evaluates menu variety, food quality, promptness, and presentation.
6. Were the hotel staff friendly and helpful during your stay?
   Assesses attentiveness, professionalism, and service quality of staff.
7. How effective was the room service in responding to your needs?
   Measures reliability and timeliness of room service for requests like extra pillows or food orders.
8. Did the hotel’s facilities (e.g., pool, gym) enhance your stay?
   Checks whether amenities like the pool or gym added value.
9. How would you rate the variety and quality of food at our restaurant(s)?
   Evaluates dining experiences at on-site restaurants and bars.
10. Were you satisfied with the level of noise control in and around your room?
    Addresses the hotel’s ability to maintain a quiet environment and reduce disturbances.
11. How easy was it to connect and use the Wi-Fi service?
    Assesses ease of connection and Wi-Fi quality for leisure and business needs.
12. Was the temperature control in your room satisfactory?
    Seeks feedback on the room’s climate control and guest comfort.
13. How would you describe your overall sleep quality during your stay?
    Gathers insight into restfulness influenced by beds, quietness, and temperature.
14. Did you utilize the concierge service and, if so, how would you rate it?
    Evaluates helpfulness, knowledge, and efficiency of the concierge.
15. Were the common areas (lobbies, hallways) well-maintained and clean?
    Assesses cleanliness and upkeep of shared spaces.
16. How satisfied were you with the check-out process?
    Evaluates the ease and speed of check-out as the final guest impression.
17. Did you feel the overall ambiance of the hotel contributed to your experience?
    Probes how design, decor, and atmosphere influenced the stay.
18. How likely are you to recommend our hotel to friends and family?
    Gauges guest loyalty and overall satisfaction.
19. Was the hotel’s location convenient for your purposes?
    Determines if proximity to attractions, business centers, or transport met guest needs.
20. Did you find our hotel to be a good value for the price?
    Evaluates perception of value relative to cost and quality.
21. How responsive were hotel staff to any issues or requests you had?
    Assesses effectiveness and promptness in addressing guest concerns.
22. Were you informed about all the hotel services and amenities available to you?
    Checks whether communication about services enabled full utilization.
23. How would you rate the safety and security measures of the hotel?
    Seeks feedback on guest safety through security measures and preparedness.
24. Did you use any special services (spa, business center), and how satisfied were you with them?
    Evaluates quality and convenience of additional facilities.
25. How well did the hotel accommodate any special requests you had (e.g., dietary, accessibility)?
    Measures flexibility and effectiveness in meeting special needs.
26. How satisfied were you with the parking facilities (if applicable)?
    Evaluates convenience, security, and accessibility of parking.
27. Was the interior design and decoration of the hotel to your liking?
    Assesses appreciation for style, art, and design aspects.
28. How would you rate the environmental sustainability practices of the hotel?
    Gauges guest perception of eco-friendly commitments and practices.
29. Did you attend any events or use any meeting facilities at the hotel? How was your experience?
    Collects feedback on event/meeting space quality and service.
30. How satisfied were you with the laundry or dry cleaning services (if used)?
    Asks about convenience, quality, and timeliness of garment services.
31. How did you find the overall cleanliness of the hotel outside of your room?
    Assesses cleanliness in public and service areas beyond the guest room.
32. Were there any hotel staff members who made your stay particularly memorable?
    Allows guests to acknowledge exceptional staff service.
33. How would you rate the quality of television, entertainment, and multimedia options in your room?
    Evaluates in-room entertainment quality and selection.
34. Did the hotel provide adequate information and guidance on local attractions and activities?
    Assesses usefulness of local recommendations and travel guidance.
35. How would you rate your experience with the hotel’s booking process?
    Inquires about the ease and clarity of booking online or through third parties.
36. Did you experience any problems during your stay, and how well were they resolved?
    Identifies issues and evaluates resolution effectiveness.
37. How satisfied were you with the variety and availability of in-room refreshments (mini-bar, tea/coffee)?
    Gauges selection and quality of in-room refreshment options.
38. How would you rate the acoustic insulation in your room (ability to block external sounds)?
    Measures soundproofing effectiveness for privacy and rest.
39. Did the hotel’s dining options cater well to your dietary requirements and preferences?
    Evaluates accommodation of diverse dietary needs.
40. How would you describe the responsiveness of the housekeeping staff?
    Seeks feedback on efficiency, thoroughness, and discretion of housekeeping.
41. Did the hotel offer any unique experiences or amenities that enhanced your stay?
    Asks about distinctive features that made the stay memorable.
42. How would you rate the ease of navigating the hotel and its facilities?
    Assesses signage, accessibility, and layout usability.
43. Were the bathroom facilities and amenities up to your standards?
    Evaluates cleanliness, functionality, and quality of bathroom amenities.
44. How satisfied were you with the level of privacy offered in your room and throughout the hotel?
    Gauges sense of privacy and security in-room and on-site.
45. Did the hotel provide sufficient and convenient electrical outlets and charging stations in your room?
    Assesses availability of power sources for devices and electronics.
46. How would you describe your experience with any transportation services offered by the hotel (shuttles, car hire)?
    Inquires about quality and reliability of transportation options.
47. Was there anything about your room or the hotel that exceeded your expectations?
    Allows guests to highlight standout aspects that impressed them.
48. How likely are you to stay with us again in the future?
    Measures willingness to return as an indicator of loyalty.
49. Were there any areas or services you think the hotel could improve upon?
    Open-ended question inviting constructive feedback.
50. Can you please share any additional questions or suggestions you have?
    Provides space for any other comments or suggestions not covered above.

Use HelloShift to Improve Guest Satisfaction

When hotels know what guests think, they can make targeted improvements (e.g., faster check-in, cleaner rooms, better breakfast options). A well-designed survey + an operational platform helps turn feedback into action.

HelloShift helps hotels collect and act on guest feedback by enabling:

• Automated guest messaging and routine notifications
• Contactless check-in and pre-check-in via mobile devices
• Digital guest guidebooks
• Website chat for guest inquiries
• Staff collaboration across buildings, floors, shifts, and departments
• Housekeeping management with up-to-date room status

Additional resources

• How to write a perfect welcome message for your guests — tips and examples to make a great first impression and encourage repeat bookings.

(If you’d like a reusable survey template, copy and adapt the questions above to fit your hotel’s needs.)

Stop losing revenue to missed calls and voicemails. HelloShift AI answers when staff is busy, guests enjoy mobile check-in and digital guidebooks, and your team coordinates seamlessly with real-time room status updates.

See why properties using HelloShift report 30% fewer guest complaints and 2x faster issue resolution. Book a personalized demo or start your free trial.