hotel market research survey questions

25 Hotel Survey Questions to Improve Guest Satisfaction

• November 7, 2023
• Survey Design

Conducting surveys in the hotel industry is invaluable for gaining insights into guest experiences and improving guest satisfaction.

In this article, we’ll provide a range of hotel survey questions to help you gather valuable feedback from your guests.

What are hotel guest surveys?

Hotel guest surveys are the secret sauce of the hospitality industry, the behind-the-scenes magic that turns a good hotel into a great one.

Imagine a tool that lets you peek into the minds of your guests, discovering their likes and dislikes, all while sipping a cup of coffee in the comfort of your office.

They can help you achieve important goals for your hotel:

• Gauge and enhance guest satisfaction
• Identify areas for improvement
• Personalize guest experiences
• Enhance customer services
• Monitor patterns and trends
• Build guest loyalty

In essence, hotel guest surveys allow you to shape your services and experiences to create a win-win situation for both your guests and your business.

Hotel survey questions

To help give you an idea of the kind of hotel survey questions you should be asking guests, here are some general examples:

• How would you rate your overall experience staying at our hotel?
• What aspects of our hotel services could we improve?
• Please rate the cleanliness of your hotel room.
• How would you rate our food and beverage offerings?
• Were you satisfied with the reservation process?
• How likely are you to recommend our hotel to a friend or colleague?
• Did you experience any issues during the check-out process?
• If you had any specific requests during your stay, were they adequately accommodated by our staff?
• Please rate the quality of food and beverages offered at our hotel.
• Were there any specific aspects of your stay that exceeded your expectations?

Questions to learn more about your guests

These hotel survey questions provide insights into why guests choose your hotel, their preferences, and how they found you.

• What was the primary purpose of your stay at our hotel?
• How did you hear about our hotel and decide to book with us?
• What are your preferred amenities or services when choosing a hotel for your stay?
• What factors influenced your decision to choose our hotel over others in the area?
• Would you be interested in receiving occasional email updates and exclusive offers from our hotel in the future?

Hotel amenities questions

We know that every hotel is different, so you’ll have different amenities available to guests. But, simply chop and change what amenities you provide into the below questions.

• Which of the following hotel amenities did you use during your stay? (list amenities)
• How satisfied were you with the availability and quality of our fitness center and its equipment?
• How would you rate your experience with our on-site restaurant’s food and service?
• Did you have the opportunity to use our spa facilities or services during your stay?
• Were you satisfied with the availability and speed of our Wi-Fi?

Customer service and staff interaction questions

Hotel staff are on the front line of ensuring excellent customer satisfaction . So, it’s important you have questions dedicated to how your staff interact with guests.

• How would you rate the courtesy and friendliness of our staff during your stay?
• Were there any specific staff members who stood out for their exceptional service? If so, please provide their names and share your experience with them.
• Did the staff respond promptly and effectively to your requests or concerns during your stay?
• Please share any comments about our staff’s performance.
• How satisfied were you with the overall customer service experience at our hotel?

How do you ask ask guests for feedback in the hotel industry?

There are a multitude of ways you can ask for feedback from hotel guests, including:

Post-stay email surveys

One common approach is to send email surveys to guests shortly after their stay. Using an online survey maker gives you a great deal of control over the design and branding of your guest survey.

The other benefit is that all the data is compiled for you in digital reports, where (depending on the provider you choose) tools for analysing data.

With Shout, you can upload your contacts to our integrated CRM , create email invitations, and even send reminders to those yet to respond.

You’ll have full control over designs, choose between traditional and conversational surveys, and access to filtering and comparison tools in your survey reports .

Placing QR codes in prominent locations, such as reception desks, guest rooms, or restaurant menus, is a convenient way to encourage guests to provide feedback.

When scanned with a smartphone, the QR code can direct guests to an online survey where they can share their thoughts. This method leverages technology and makes it easy for guests to participate.

Paper surveys

Traditional paper surveys are still used in some hotels. These surveys can be placed in guest rooms, handed out at the front desk, or left in common areas.

While less common in the digital age, some guests may prefer the tactile experience of filling out a physical survey.

Tablet or kiosk surveys

Some hotels have introduced tablets or kiosks in common areas where guests can complete surveys on the spot.

These interactive surveys can capture immediate feedback while it’s still fresh in the guest’s mind.

In-person interviews

For more in-depth feedback, especially for special occasions or events, hotels may conduct in-person interviews with guests during their stay. This approach can provide rich qualitative data but may be more resource-intensive.

To maximize the effectiveness of these methods, it’s important to keep surveys concise, user-friendly, and mobile-responsive.

Additionally, it’s crucial to assure guests that their feedback will be used to improve the quality of their future stays.

Wrapping up: Hotel survey questions to improve guest satisfaction

Collecting guest feedback with hotel survey questions is the cornerstone of elevating the hospitality industry.

By leveraging a variety of survey methods, including online surveys, hotels can tap into valuable insights.

These insights not only enhance the guest experience but also empower hotels to continually refine their services, exceed expectations, and build lasting guest loyalty.

With feedback channels ranging from email surveys to QR codes, hotels can adapt and improve in a rapidly changing world, ultimately ensuring memorable and satisfying stays for every guest.

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Use our Hotel Survey to Capture Guest Feedback

Create memorable hotel stay experiences for your guests using Zonka Feedback. Capture guest feedback using multiple channels at key touchpoints to improve guest satisfaction. 

80 Hotel Survey Questions to Gauge Customer Satisfaction [+Template]

Customer ratings and feedback matter more than anything in the hotel and hospitality industry. Every traveler associates the reputation of a hotel with the stars added to the review. In fact, a TripAdvisor report suggests that 81% of travelers explore hotel reviews before deciding to book a hotel.

This makes it vital for every player in the hotel business to capture guest feedbackg through effective hotel surveys. A good survey not only paints a complete picture of the hotel experience for the hotelier but also gives details about their experience with different aspects like stay, service, check-in/out, cleanliness, staff, facilities, and much more.

In this article, we have talked about some of the most important hotel survey questions that you should be adding in your surveys while capturing guest feedback.

• A hotel survey is a questionnaire designed to collect feedback and opinions from hotel guests about their experiences and satisfaction with them during their visit and stay at a hotel.
• Hotel surveys are important as they enable you to improve hotel customer experience, build loyal customers, gain good reviews, attract more customers, and stay ahead of the competition.
• You can include questions for various hotel experience touchpoints, including demographics, check-in, stay experience, restaurant feedback, checkout, and more.
• To gather valuable feedback from hotel guests, reach out at key touchpoints like pre-arrival, post check-in, and post-stay.
• Zonka Feedback is an effective hotel guest feedback software that helps you easily create powerful surveys, collect actionable feedback, and work on it to make guest stay a memorable experience. It also offers a free trial for 14 days. 

Measure Hotel Feedback and Guest Satisfaction 🏨

Gauge feedback from guests and visitors at various touchpoints in your hotel to improve their experience.

What is a Hotel Survey?

A hotel survey is a structured questionnaire or set of questions designed to gather feedback and opinions from guests about their experiences and satisfaction levels during their stay at a hotel.

The primary goal of a hotel satisfaction survey is to assess the quality of services, amenities, and overall guest satisfaction, helping the hotel management identify areas for improvement and make informed decisions to enhance the guest experience.

Here is an example of a questionnaire for hotel customer satisfaction. You can use this hotel survey template to measure  customer satisfaction  in hotels and the overall experience.

As we can see from the template above, there are certain aspects of the guest experience that every hotel satisfaction survey must touch. When you are planning to create your hotel survey, here are the top components you should not miss out on. 

• Guest Service:   This includes questions about staff friendliness,   courtesy,   helpfulness,   and responsiveness to requests. 
• Room Quality:   This would address aspects like cleanliness,   comfort of the bed and furniture,   amenities provided,   and overall satisfaction with the room.
• Hotel Facilities: This would gauge the guest's experience with common areas,   restaurants,   pools,   gyms,   or any other facilities offered by the hotel.
• Value for Money:   This asks if the guest feels the price they paid matched the quality of the experience they received. 
• Overall Experience:   This is a general gauge of how satisfied the guest was with their entire stay,   often measured on a rating scale.

Importance of a Hotel Satisfaction Survey

A hotel survey plays a crucial role in measuring customer satisfaction  in the hotel and hospitality industry taking appropriate actions to enhance it and ensure amazing experiences for the hotel guests. It helps a hotel manager or owner in various ways:

• To Improve Guest Experience - Hotel surveys help you collect actionable customer feedback that helps you identify the key areas where you need to make improvements and enhance hotel customer experience.
• To Build Loyal Customers - Sharing hotel surveys shows you care about your customers. Acting on feedback enhances satisfaction and creates memorable experiences which in turn facilitates brand loyalty and encourages repeat visits.
• To Gain More Positive Reviews and Goodwill - Reviews directly impact your hotel's reputation as over 40% of happy guests leave positive reviews, while 48% of unhappy guests leave negative ones. Hotel surveys provide feedback to enhance guest satisfaction, close the feedback loop, and earn more positive reviews.
• To Attract More Customers - Many travelers read online reviews before booking a hotel. Positive reviews on popular platforms attract more customers, boosting business growth. Trekking companies often partner with highly ranked hotels, further increasing visibility and attracting travelers seeking reputable accommodations.
• To Stay Ahead of Competitors - Hotel surveys reveal customers' opinions, needs, and expectations, ensuring guest satisfaction. Satisfied guests are likely to choose you again and recommend your hotel to others, providing powerful personal endorsements that keep you ahead of competitors.

 Hotel Survey Question Examples at a Glance

Hotel Survey Questions to Collect Feedback

Let us look at the hotel survey questions you can include in your questionnaire for the hotel customer satisfaction survey. These questions will help you evaluate every aspect of your hotel and your guest's needs and preferences. 

1. Demographic Questions

Demographic questions help you to know your guests, their needs and preferences and take the best actions to satisfy them. Here are some demographic hotel survey questions that you can use in your hotel survey questionnaire.

• Select your age group
• Where do you reside?
• From where did you come to know about our hotel?
• What is your primary reason for your hotel stay? (Vacation, business, event, others)
• How frequently do you travel?

2. Hotel Room Booking Feedback Questions

Exploring your hotel and booking reservations in it is the first touchpoint of the customer journey of your guests. An effective and smooth booking and reservation process along with a seamless online booking form is necessary to bring in more guests to your hotels. Here are some hotel survey questions to gauge your guest's hotel room booking experiences.

• How did you book your hotel reservation?
• Do you agree that it was easy to make a reservation for your stay?
• How would you rate the speed and efficiency of our hotel website?
• Were you able to easily find and book the type of room you desired?
• Were our customer service representatives and service agents supportive enough to help you book your reservation?
• How would you rate the overall room booking experience with our hotel?
• Based on your hotel booking experience with us, how likely are you to recommend our hotel to your friends and relatives on a scale of 0 to 10? (Net Promoter Score Question)

3. Check-in Feedback Questions

Check-in is an important part of the hotel experience. You should ensure that your guests get a great check-in experience as it creates the initial experience of your hotel which lasts long. Here are some hotel survey questions that you can include in your feedback surveys for hotels to gauge your guests' check-in experiences.

• How would you rate your check-in experience at our hotel?
• Did you find our hotel staff who assisted in check-in friendly and welcoming?
• How would you rate the efficiency and speed of the check-in process?
• Did you encounter any issues during the check-in process?
• Was your room ready and clean when you checked in?
• Did you receive all the information you needed about the hotel's policies and procedures during check-in?
• Based on your recent check-in experience at our hotel, how likely are you to recommend our hotel to your friends and colleagues on a scale of 0 to 10? (Net Promoter Score Question)

4. Hotel Stay Experience Questions

Hotel Stay is the most crucial part of the overall guest experience. This experience is something that creates memories in the minds of your guests, and based on these memories they make the decision that they would book your hotel in the future or not. Guests often share beautiful memories with others which attracts more customers to your hotel. This makes this part even more crucial.

Here are some hotel guest stay survey questions that you can use to measure the Hotel Stay Experience of your guests.

• How would you rate the overall experience of your stay?
• How satisfied were you with the cleanliness and condition of your room?
• Were all the amenities you needed or expected provided in your room?
• How would you rate the bed and bedding facilities?
• Did you encounter any issues during your stay?
• Would you consider staying at our hotel again in the future?
• Did the hotel meet your expectations based on the information provided prior to your stay?
• Based on your experience of staying at our hotel, how likely are you to recommend our hotel to your friends and known ones on a scale of 0 to 10?

5. Facilities Feedback Questions

Proper facilities, cleanliness, and staff support are necessary to build great experiences for your hotel guests. Here are some hotel survey questions to measure the satisfaction levels of your guests with the facilities.

• How would you rate the facilities of the hotel?
• Were the hotel's facility staff members friendly, professional, and helpful during your stay?
• Were the facilities well-stocked with towels, toiletries, and other necessary items?
• How would you rate the cleanliness and maintenance of the facilities at our hotel?
• Did you encounter any issues with the facilities during your stay?
• Based on your recent experience without hotel facilities, how likely are you to recommend our hotel to your friends and known ones on a scale of 0 to 10?

6. Hotel Amenities Feedback Questions

Hotel Amenities like a swimming pool, spa, etc. are something that adds value to the overall experience of your guests. However, the amenities you have at your hotel must be well maintained and can create great guest experiences. Having less but great amenities is better than having more but average experience-providing amenities. Here are some hotel survey questions you can use to measure guests' satisfaction with the amenities at your hotel. 

• How would you rate the overall experience with our hotel amenities?
• Were you able to easily access the hotel's Wi-Fi and other technology-related services?
• How satisfied were you with the quality of the hotel's spa or other wellness facilities?
• How satisfied are you with the pool facility at the hotel?
• Were you able to enjoy the hotel's amenities during your stay?
• Did you encounter any issues while using the hotel's amenities during your stay?
• Do you agree that the hotel amenities were easily accessible and convenient to use?
• Based on your recent experience without hotel amenities, how likely are you to recommend our hotel to your friends and known ones on a scale of 0 to 10?

7. Restaurant and Food Feedback Questions

Food and Restaurant services are a crucial part of the hotel customer experience. Most travelers prefer to have breakfast and dinner in the hotel itself where they are staying. So it is important to ensure good food and restaurant services for your guests. Here are some hotel feedback questions for this purpose.

• How satisfied were you with the quality of the food served at the hotel's restaurant?
• Was the quantity of food served to you adequate and satisfying?
• How would you rate the taste and flavor of the food served?
• How would you rate the restaurant's service and hospitality?
• How would you rate the behavior and conduct of the restaurant staff?
• How would you rate the cleanliness of the restaurant?
• How would you rate the restaurant's ambience and decor?
• How would you rate the range of menu and variety of the food served at our hotel restaurant?
• How would you rate the overall dining experience at our restaurant?
• Did you face any issues with the food served and the overall restaurant facility?
• Based on your dining experience, how likely are you to recommend us to your friends and known ones on a scale of 0 to 10?

8. Pricing Feedback Questions

Pricing is an important factor that determines the decision of your guest to stay in your hotel. It is essential to ensure that your prices are competitive and you provide true value for money to your guests for the price paid. Here are some hotel survey questions to measure the satisfaction of your guests with the pricing of your hotel.

• How would you rate the pricing of hotel rooms and other facilities?
• Did you find our hotel rooms and facilities value for money against the price paid?
• Do you agree that the prices of the hotel's services were transparent and clearly communicated?
• How satisfied are you with the price of the food and beverages served at the hotel?
• Did you encounter any hidden charges or unexpected costs at our hotel?
• Were you able to utilize our special deals and promotions?
• Based on the prices, how likely are you to recommend our hotel to your friends and known ones on a scale of 0 to 10?

9. Billing Feedback Questions

Nobody wants to indulge in long and complex billing procedures. So you must ensure that your billing process is smooth and quick for the customers. Here are some hotel satisfaction survey questions to include in your feedback survey for hotels to gauge guest satisfaction with your billing process.

• How would you rate the billing and payment process of our hotel?
• Do you agree that enough payment options were available to book reservations and pay bills?
• Do you agree that the billing and payment process was smooth and quick?
• Did you receive a detailed receipt and invoice at the time of check-out?

10. Check-out Feedback Questions

So the hotel stay is over and bill payment is done by the guests. But the customer experience is not yet over. How you treat your guests while check-out when they have paid all bills creates a lasting impression on your guests. You and your staff must be committed to providing a great experience to the guests at the check-out so the guests think of choosing your hotel again.

Here are some hotel survey questions to measure guest satisfaction with their check-out experience at your hotel.

• How would you rate the hotel's check-out process?
• Were you able to check-out from the hotel at the time you desired?
• Did you face any issues while going through the check-out process?
• Were the hotel staff who assisted in check-out friendly and supportive?
• Based on your check-out experience, how likely are you to recommend our hotel to your friends and known ones on a scale of 0 to 10? 

11. Location Feedback Questions

The location of your hotel is another factor that affects the travelers' complete experience. Ensure that your guests are easily able to locate your hotel and visit the sights easily and quickly from your hotel and come back. Here are some hotel survey questions to collect customer feedback regarding the location of your hotel.

• How would you rate the location of the hotel?
• Were you able to find and reach our hotel easily?
• Were transport options easily available to reach the hotel from the airport/railway station?
• Do you agree that the location of the hotel is safe and secure for travelers?
• Were you able to easily commute from our hotel to the sights and places you visited?
• Based on the location of our hotel, how likely are you to recommend our hotel to your friends and known ones on a scale of 0 to 10?

12. Overall Hotel Experience Questions

At the end of the survey, you must ask some hotel feedback questions to gauge the overall satisfaction and experience of your guests to book, stay, and check out at your hotel. Also, it is vital to include an open-ended hotel survey question and provide your survey respondents with an open space where they can share their feelings, issues, or suggestions. Here are some Hotel survey questions to serve the purpose.

• How satisfied are you with your overall experience with our hotel?
• Did you face any issues at any point from booking reservations to check-out at our hotel?
• Based on your recent experience with our hotel, how likely are you to recommend our hotel to your friends and known ones?
• Is there anything you would like to suggest to us to improve the experience of our guests?

How to Create a Hotel Satisfaction Survey?

You can easily create a hotel satisfaction survey using an online survey tool like Zonka Feedback that offers customizable templates and AI features like text analysis and sentiment analysis to get a comprehensive view of your guest feedback. For this, all you need to do is:

• Register and log in to your Zonka Feedback account and click on 'Add Survey'. 
• You can create your hotel survey using AI, start from scratch, or select from a range of hotel survey templates. 
• Select the 'Hospitality and Travel' section and select your desired survey template. 
• Select the distribution mode and click on 'Next'. Name your survey and continue to the next step. 
• Edit the questions if you like. You can choose from question types like picture choice, radio buttons, checkboxes and more and select rating scale questions if you like. 
• Change the look and feel of your hotel survey by selecting font color, adding logo, background and more by exploring the 'Design' tab. 
• Click on 'Next' and your hotel survey will be ready to be shared among your guests for quick feedback collection.

When & Where to Ask Hotel Feedback Questions?

Positive reviews are gold for hotels, but negative ones can tarnish your reputation. Effective revenue management for hotels can help mitigate the impact of negative feedback and boost overall profitability. So, don't wait till your guests reach out to you with complaints. You must Reach out to guests at key touchpoints throughout their journey:

• Pre-Arrival : Gauge expectations with a brief survey about desired amenities or services. This helps you tailor their experience to their preferences.
• Post Check-in : See if the check-in process was smooth and their room meets expectations. Addressing issues early can prevent them from escalating.
• Mid-Stay : Check in after a few days to see if there are any niggling issues or if they need anything. This shows you're attentive to their needs.
• Post-Stay : While the experience is fresh in their minds, gather overall feedback. This is when guests are most likely to provide detailed insights.

Survey Channels to Ask Hospitality Survey Questions

Not only the touchpoints you use to collect guest feedback but also from where you are collecting it matters. This means that you should utilize a variety of channels to gather feedback from guests at different stages of their journey. Here are some survey channels you must consider:

• Email Surveys : Email surveys are a common and convenient way to collect feedback. They are ideal for post-stay feedback with detailed questions and can be personalized to improve response rates.
• SMS Surveys : SMS surveys are quick, mobile-friendly, and perfect for mid-stay check-ins or post-checkout NPS surveys. They are best used for short, specific questions to encourage quick responses.
• QR Codes : Placing QR codes strategically in rooms or common areas allows guests to access surveys on their phones easily. This contactless method is convenient and can be used for targeted feedback on specific areas of the guest experience.
• Kiosks : Kiosks in high-traffic areas like lobbies can gather instant feedback during a guest's stay. They are interactive and can be used for quick, on-the-spot surveys to capture immediate impressions.
• Tablets during Checkout : Using tablets during checkout allows you to capture last-minute thoughts and feedback, offering guests a convenient and immediate way to share their experiences before they leave the property.
• Social Media : Running polls on your hotel's social media platforms can gauge guest sentiment on specific features or services. This interactive approach can also help boost engagement with your social media audience.
• On the Booking App : Integrating a short survey into your booking app after booking confirmation can help you understand guest preferences beforehand. This information can be used to personalize their stay and improve their overall experience.

Best Practices for Hotel Satisfaction Survey

To make the most of your hotel guest satisfaction survey, you must follow certain practices so that you can gather meaningful feedback, identify areas for improvement, and enhance the overall guest experience.

• Monitor the Timing : It's important to monitor the timing and send the hotel survey to guests shortly after check-out to capture their experience while it's fresh in their minds. However, avoid sending surveys too frequently to prevent survey fatigue and ensure a higher response rate.
• Incentivize Participation : To encourage guests to complete the survey, consider offering a small incentive, such as a discount on their next stay or a complimentary service. This can increase the likelihood of guests providing feedback, which is valuable for improving the guest experience.
• Keep it Simple and Visually Appealing : Use a clean and visually appealing layout for the survey with easy-to-read fonts and colors and keep the survey concise and focused on key areas to avoid overwhelming respondents. A simple and visually appealing survey is more likely to be completed.
• Use Multiple-Choice Questions : Multiple-choice questions are easier for guests to answer quickly and provide you with quantitative data that is easier to analyze. You can use a combination of multiple-choice and open-ended questions to gather both quantitative and qualitative feedback.
• Provide Feedback Cards with QR Codes : To make it convenient for guests to provide feedback, consider placing feedback cards in guest rooms with QR codes that link directly to the survey. This eliminates the need for guests to search for the survey link and increases the likelihood of survey completion.
• Ask for Suggestions to Analyze Sentiments : Include open-ended questions in the survey that ask for suggestions or comments. This can provide valuable insights into guest sentiments and help you understand the reasons behind their ratings
• Avoid Open-Ended Questions at the Start : Start the survey with simple questions, such as rating scale surveys , before moving on to more detailed open-ended questions. This helps ease respondents into the survey and prevents survey fatigue.

Using a Survey Platform for Effective Hotel Surveys

Hotel and hospitality is a competitive industry and ensuring high satisfaction levels for your guests and creating memorable stay experiences is the key to standing out in this competition because hotel stay affects the travelers' overall experiences with their journey to a destination. So it is necessary to collect guest feedback and measure satisfaction to ensure that your guests are happy with their experience at your hotel. Incorporating an effective hotel satisfaction survey into the hotel business plan significantly contributes to achieving this goal.

An effective hotel survey questionnaire with the right questions is one way to gauge guest satisfaction and make improvements wherever needed to improve guest experiences. For conducting effective customer satisfaction surveys for your hotel, you should implement effective guest feedback system in hotels.

Zonka Feedback is a highly effective customer feedback tool that can help you achieve this goal. It not only enables you to collect feedback and measure guest satisfaction but also helps you take required actions on feedback and close the feedback loop effectively to improve guest experiences.

You can try  Zonka Feedback for free for 14 days and see how it works for your hotel!

Published on May 27, 2024. Updated on Jul 02, 2024.

Written by Nikhil Dawer

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Hotel Survey Questions Examples : Everything to Know!

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The  tourism and hospitality industry  is a  growing field.  More than ever, people want to escape, travel and discover the world. The  customer experience, or tourist experience,  in this context, is particularly important, since many players offer their services to visiting tourists: hotels, restaurants, resort activities and more!

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In this article, more specifically, we will discuss the subject of  customer experience in the hotel sector . How to create a memorable experience that will retain your customers? How to create a hotel questionnaire to evaluate and improve the experience lived within your establishment? Without further ado, discover our  hotel survey questions   and all you need to know about it!

What is a Hotel Satisfaction Survey?

Definition of a hotel satisfaction questionnaire.

A hotel satisfaction questionnaire is made up of a  series of questions  aimed at evaluating the tourist experience in hotels. The idea is to evaluate several areas of the stay, such as the courtesy of the staff, the cleanliness of the premises and the warm aspect of your establishment, for example! Later in this article, we will discuss in more detail the  key criteria to evaluate . In addition, we will give you  hotel survey questions and examples  to help you!

Why is it important to create hotel survey questions?

It is important to  create questionnaires  for hotels, since reputation in the field of tourism and hospitality is very important. This is a  prestige-based field , especially because of the stars given to such establishments. The better the customer experience, the more people will want to stay at your hotel and come back again. In addition, your satisfied customers can  become your ambassadors  who can speak well of your establishment. Having satisfied customers will be favorable for your company’s turnover. Word of mouth is an element that should not be overlooked in terms of your hotel’s good reputation! It costs less to retain existing customers than to spend to  acquire new ones.  In this sense, it is worth  making efforts to wow your current customers to make them come back again  thanks to a successful tourist experience! Since you now know the importance of creating hotel survey questions, we will offer you a concrete  example of a hotel questionnaire.

What are the components of the guest experience within a hotel?

Several elements impact the customer experience in hotels. When we talk about customer experience in this industry, we are talking about  customer interactions with your business  from the hotel search process to the very end of the stay. In terms of elements that impact the  customer experience within hotels , we think in particular of the following aspects:

• Easy to book
• Flexible cancellation policy
• Reception within the hotel
• General courtesy within the establishment
• Baggage handling on arrival
• The decor of the place
• The conviviality of shared spaces
• Room cleanliness, room decor, room space
• Housekeeping frequency
• Support responsiveness when needed
• A quick and hassle-free departure
• Access to a local guide for advice (activities, restaurants)
• Personalization of the experience

Overall, we want to provide a  memorable and frictionless tourist experience  during the customer experience! That’s why as a hotel manager or customer service representative, it’s important to  pay attention to every little detail  and most importantly, every feedback from customers. Each element can have a significant impact on customer perception. The overall lived customer experience must  create a WOW effect  so that your customers become ambassadors of your organization! Your ambassadors are your  greatest hotel marketing allies!  Rely on the best practices from our sample of hotel survey questions to  create a successful experience.

What are the steps to create a hotel satisfaction questionnaire?

1. hotel survey questions: think about the elements you want to evaluate.

Want to rely on best practices from the  best  hotel survey questions ? In this case, first and foremost be sure to determine what you want to assess within your institution. Would you like to assess the  quality of the service  offered? Would you like to assess the  quality of the food  offered in the hotel restaurant? Want to rate the cleanliness of the rooms? All these aspects will have an impact on the choice of questions asked in your  hotel satisfaction questionnaire , for example. To know which elements can be evaluated, it may be interesting to rely on the examples of elements listed in the previous paragraph entitled What are the components of the customer experience within a hotel? By keeping your goals in mind, you will make sure to follow the best practices from the sample hotel questionnaire and create a relevant questionnaire!

2. Formulate the questions you want to ask

When you know your business objectives well and have a good idea of ​​the topics to cover in your various questions, it’s time to get started! To do so,  rely on the best practices  from these  hotel survey questions. 

Example of a hotel questionnaire: Some best practices for  hotel survey questions

• Keep your questions  short, clear, and direct
• Be sure to opt for the funnel method, aiming to ask more  general questions first and then more specific questions.
• Customize the email or text message  in which your satisfaction survey will be sent
• Try to  standardize the way your questions are asked

Here is our example of hotel survey questions

Examples of questions to ask in a hotel questionnaire, example of a hotel questionnaire: questions to evaluate the customer effort score (ces).

The  Customer Effort Score  is used to assess the degree of effort that the customer had to invest during the experience with your hotel. In this sense, in the context of a questionnaire evaluating the CES (Customer Effort Score), it is recommended to compose your answer choices by proposing  various degrees of effort provided.  Here are some examples :

How easy do you think it was to do business with our hotel?

• Very easy = 1
• Neutral = 3
• Difficult = 4
• Very difficult = 5

The customer effort score is definitely a good example of a question not to be overlooked in your hotel survey questions.

Hotel Survey Questions  : Questions to evaluate the Net Promoter Score (NPS)

What is the Net Promoter Score, specifically for a hotel?  This is the likelihood that someone will recommend your hotel to an acquaintance . The more pleasant the overall experience was within your establishment, the more likely it is that you will be recommended, which will generate positive word-of-mouth

Here is an example of a question to assess the NPS:

On a scale of 1 to 10, how likely are you to recommend our hotel to a friend or family member?

Hotel Survey Questions : Questions to evaluate your hotel’s Customer Satisfaction Score (CSAT)

The Customer Satisfaction Score (CSAT) is used to assess the overall satisfaction of a guest within your hotel. This score is a good indicator of the overall experience.

• Did you enjoy your stay at our establishment?
• What is your overall level of satisfaction with your stay at our hotel?

Hotel Survey Questions : Other sample questions to ask:

• What do you think of the reservation process within our hotel?
• How easy do you think it was to book at our hotel?
• Do you have any comments on the price of your stay?
• What do you think of our current cancellation policies?
• In your opinion, following your arrival, was the welcome at our hotel appropriate?
• Was the staff courteous to you throughout your stay?
• Were your luggage properly taken care of when you arrived?
• How did you find the decor of the place?
• How do you find the shared spaces within our hotel? (Restaurant, reception, swimming pool, etc.).
• How would you rate the cleanliness of your hotel room?
• Do you think your room was cleaned frequently enough?
• If needed, did you have the necessary support from our concierge team?
• How did you find the check-out process at our establishment?

All in all, it is your responsibility to determine the questions that will be asked in your own questionnaire, based on our  hotel survey questions. 

3.  Send your hotel survey questions automatically using InputKit

Once you have composed your questions  based on our sample hotel questionnaire,  it is now time to think about the optimal sending method. With the InputKit customer experience solution, send the right questionnaire, to the right customer, at the right time. Following a stay with you, a few hours after departure, it is recommended  to send an automated satisfaction questionnaire  to your customers to evaluate their stay.

The InputKit solution  allows you to  create personalized questionnaires  and program them to be sent via  SMS and emails . Thus, you do not have to manually write or call each of your customers to assess the quality of the experience. In addition, thanks to our solution, you can automatically send your satisfied customers an online review proposal on your review platforms, such as  Google My Business, Expedia, Trip Advisor, Yelp, Booking.com,  and more! So, by having more positive reviews on your online review platforms, you are sure to increase the likelihood that a potential customer will view you positively.  Growth in positive reviews  will have a positive impact on your revenue.  Optimizing your online reviews  is a key marketing strategy for your hotel!

With the InputKit customer experience solution, you can also rate your employees based on feedback from your customers. Thus, you will be able to motivate your employees by sharing positive feedback. In addition, you will have an average score per employee, based on feedback from your customers, which will allow you to assess the quality of service offered within your establishment. To optimize your processes, you must first and foremost have better visibility on what is happening within your establishment! This is a key takeaway from this article on hotel survey questions.

4. Measure the results of your satisfaction surveys

5. Make sure you optimize practices within your hotel

Do not see more negative feedback as an end in itself, but rather as an  opportunity for improvement.  Be sure to keep an eye on your customer reviews to spot any big trends. For example, if the results of your  questions related to the decor  of your hotel, be sure to put in place elements to improve your establishment and bring it up to date. If the score related to the frequency of cleaning of the rooms seems regularly negative, make sure to increase the frequency and the quality of the cleaning carried out. Your key metrics are numbers that speak for themselves and should inspire you to implement changes that will make a big difference. This is how you will be able to  improve your hotel customer experience!

6. Make sure to create a committee in charge of customer experience

To ensure that you frequently  optimize your customer experience , why not set up a dedicated committee within your establishment? This committee will thus be able to meet, at least once a month, to discuss the priorities to be put in place to optimize the stay of your guests. In this committee, be sure to  include people from several departments  to ensure that you have a good representation of the various issues raised by your customers. In addition, assigning this load to multiple individuals will optimize processes and reduce perceived workload. Certainly, the establishment of such a committee will be  favorable for your hotel!

Finally, we hope that this example of  hotel survey questions   will be  relevant for your establishment  in the field of tourism. Be sure to first determine the customer satisfaction factors you  want to assess  and then formulate the related questions. Thereafter, program the  sending of questionnaires via an automated solution  like InputKit and keep an eye on your  key metrics via an optimized dashboard . Once you’re able to see your key metrics, optimize your practices based on recurring feedback. Do not hesitate to  contact a member of our team of experts to implement an effective solution  for  optimizing customer satisfaction  within your hotel!

FREE FRENCH EBOOK Why and How to Monitor the NPS? Everything to know about the Net Promoter Score!

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

A hotel depends on its guests to stay in business. Nothing complicated about that. But it’s not just about how many guests you can attract – but how many satisfied guests leave your hotel. For hotels in North America, things aren’t looking good.

According to a review of 6 million user-generated reviews and 20 million online comments , guests are more dissatisfied with hotel stays compared to before the pandemic. The biggest decline in guest satisfaction was seen in North America, with a Global Review Index of 83.3 percent, a drop of 3.5 points from 2019.

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

Table of Contents

What is a Guest Satisfaction Survey?

A Hotel Guest Satisfaction Survey is a tool used by hotels to gather feedback from their guests about their experiences during their stay. These surveys typically cover various aspects of the guest experience, including the quality of accommodations, cleanliness, amenities, customer service, and overall satisfaction.

These surveys collect valuable insights from guests to understand what they enjoyed about their stay and areas where improvements may be needed. By analyzing the feedback from these surveys, hotels can identify trends, address issues, and enhance the overall guest experience.

How Can a Guest Satisfaction Survey Help You?

A guest satisfaction survey can be a valuable tool for businesses in various industries, especially those in the hospitality sector, such as hotels, restaurants, and resorts. Here’s how it can help:

• Understanding Customer Experience: Guest satisfaction surveys provide insights into the customer experience. They help businesses understand what guests like and dislike about their products or services from when they arrive until they leave. This understanding is crucial for improving and refining the overall customer experience.
• Identifying Areas for Improvement: Businesses can pinpoint specific areas that need improvement by collecting feedback directly from guests. Identifying these areas allows businesses to prioritize and address issues effectively, whether it’s cleanliness, staff friendliness, amenities, or other factors.
• Measuring Performance: Guest satisfaction surveys allow businesses to track their performance over time. By comparing results from different periods, businesses can see if changes or improvements have had the desired impact on guest satisfaction levels.
• Building Customer Loyalty: Showing guests that their opinions matter by actively seeking their feedback can help build loyalty. When guests see that a business is responsive to their feedback and actively works to improve their experience, they are more likely to return in the future and recommend the business to others.
• Benchmarking Against Competitors: Guest satisfaction surveys can also provide insights into how a business stacks up against its competitors. Benchmarking against industry standards or competitors’ performance can help identify areas where the business excels and areas where it falls short, allowing for strategic adjustments to stay competitive.

Why Should You Use a Guest Satisfaction Survey?

A hotel guest satisfaction survey can be incredibly beneficial for various reasons:

• Benchmarking Performance: Hoteliers can use satisfaction survey data to compare their performance against industry benchmarks or competitors. This benchmarking process provides valuable insights into how the hotel fares compared to others in the market and helps identify areas where they may need to catch up or differentiate themselves.
• Improving Reputation and Brand Image: Positive feedback gathered from guest satisfaction surveys can be used to highlight the hotel’s strengths and showcase positive guest experiences. This can lead to improved reputation and brand image, attracting more guests and fostering loyalty among existing ones.
• Reducing Negative Reviews and Complaints: Proactively addressing issues raised in guest satisfaction surveys can help prevent negative reviews and complaints. By resolving issues promptly and effectively, hotels can mitigate potential damage to their reputation and maintain positive relationships with guests.

50 Helpful Survey Questions (+Survey Template)

To make things easier for you, we’ve created a template you can copy and use for your hotel. If you want, you can also edit the survey to your wishes, meaning you can add or subtract questions. You can find the survey by clicking this link here .

But if you want to look at each individual question and why you should ask your guests something like that – we’ve got you covered. Below, you can find 50 hotel guest satisfaction questions for your survey.

1. How would you rate the ease of the check-in process?

This question evaluates the efficiency and user-friendliness of the check-in experience at the hotel. It aims to identify any hurdles or delays guests might encounter upon arrival, ensuring a smooth start to their stay.

2. Were you satisfied with the cleanliness of your room upon arrival?

This question assesses guests’ initial impressions of their rooms, focusing on cleanliness and readiness. A clean room is fundamental to guest satisfaction and sets the tone for their entire stay.

3. Did the room amenities meet your expectations?

This inquiry gauges whether the provided room amenities, such as toiletries, linens, and technology, align with guest expectations. It helps the hotel understand if the amenities offered are sufficient and satisfactory.

4. How comfortable was your bed?

Comfortable bedding is crucial for a restful stay, so this question seeks feedback on the bed’s comfort level. It helps ensure that guests can enjoy a good night’s sleep, which is a core aspect of their overall experience.

5. How would you rate the quality of the in-room dining service?

This question evaluates the in-room dining experience, covering aspects like menu variety, food quality, promptness of service, and presentation. It’s vital to understand the effectiveness of dining options in enhancing the guest experience.

6. Were the hotel staff friendly and helpful during your stay?

Friendly and helpful staff are key to a pleasant hotel experience. This question assesses how guests perceive the attentiveness, professionalism, and overall service quality of the hotel staff.

7. How effective was the room service in responding to your needs?

This seeks to understand the efficiency and reliability of room service in meeting guests’ requests, from extra pillows to food orders. It’s an important aspect of the hotel’s responsiveness and guest care.

8. Did the hotel’s facilities (e.g., pool, gym) enhance your stay?

This question inquires about the contribution of additional hotel facilities, like the swimming pool or gym, to the overall guest experience. It assesses whether these amenities add value to the guests’ stay.

9. How would you rate the variety and quality of food at our restaurant(s)?

It evaluates the dining experiences outside of room service, focusing on the diversity and quality of food in the hotel’s on-site restaurants and bars. A great dining experience can significantly enhance a guest’s stay.

10. Were you satisfied with the level of noise control in and around your room?

This question addresses the hotel’s ability to maintain a quiet and peaceful environment, minimizing noise disturbances from both inside and outside the hotel. Peace and quiet are crucial for guest comfort and satisfaction.

11. How easy was it to connect and use the Wi-Fi service?

In today’s connected world, reliable Wi-Fi is a must-have for guests. This question assesses the ease of connecting to and the quality of the hotel’s Wi-Fi service, which is essential for both leisure and business travelers.

12. Was the temperature control in your room satisfactory?

This seeks feedback on the room’s climate control system, ensuring guests can easily adjust the temperature to their comfort level. Effective temperature control is vital for creating a comfortable room environment.

13. How would you describe your overall sleep quality during your stay?

Good sleep quality is a cornerstone of a positive hotel experience. This question aims to gather insights into how well the hotel facilitates restful sleep through comfortable beds, quiet rooms, and effective temperature control.

14. Did you utilize the concierge service and, if so, how would you rate it?

For guests who use the concierge service, this question evaluates the helpfulness, knowledge, and efficiency of the concierge in enhancing their stay, from making reservations to offering local recommendations.

15. Were the common areas (lobbies, hallways) well-maintained and clean?

This question assesses the cleanliness and upkeep of the hotel’s shared spaces, such as lobbies, hallways, and lounges. Well-maintained common areas contribute to a positive impression and guest comfort.

16. How satisfied were you with the check-out process?

The check-out process is the last impression a guest has of the hotel, making its efficiency and smoothness crucial. This question evaluates how satisfied guests are with the ease and speed of the check-out experience.

17. Did you feel the overall ambiance of the hotel contributed to your experience?

This question probes into how the hotel’s overall atmosphere, including its design, decor, and ambiance, influences the guest experience. A pleasing ambiance can significantly enhance guest satisfaction and overall stay.

18. How likely are you to recommend our hotel to friends and family?

The likelihood of recommending the hotel is a strong indicator of overall satisfaction and a positive experience. This question helps gauge guest loyalty and the hotel’s success in meeting or exceeding expectations.

19. Was the hotel’s location convenient for your purposes?

Location is a key factor in choosing a hotel. This question seeks to understand whether the hotel’s location met the guests’ needs in terms of proximity to attractions, business centers, or transportation hubs.

20. Did you find our hotel to be a good value for the price?

This question evaluates guests’ perceptions of value for money, considering the cost of their stay relative to the quality of services, amenities, and overall experience provided by the hotel.

21. How responsive were hotel staff to any issues or requests you had?

Staff responsiveness to guest needs, questions, or issues is crucial for a satisfactory stay. This question assesses how effectively and promptly the hotel staff addressed guests’ concerns during their stay.

22. Were you informed about all the hotel services and amenities available to you?

This inquires whether guests were adequately informed about the hotel’s services and amenities, ensuring they could fully utilize and enjoy what the hotel has to offer.

23. How would you rate the safety and security measures of the hotel?

Safety and security are paramount for guests. This question seeks feedback on the hotel’s efforts to ensure guest safety through security measures, staff training, and emergency preparedness.

24. Did you use any special services (spa, business center), and how satisfied were you with them?

For guests who used additional services like the spa or business center, this question evaluates their satisfaction with these facilities, focusing on quality, convenience, and the overall enhancement of their stay.

25. How well did the hotel accommodate any special requests you had (e.g., dietary, accessibility)?

This question assesses the hotel’s flexibility and effectiveness in meeting special guest needs, such as dietary restrictions or accessibility requirements, which are essential for an inclusive and accommodating guest experience.

26. How satisfied were you with the parking facilities (if applicable)?

This question evaluates the convenience, security, and accessibility of the hotel’s parking facilities, which can significantly impact guests who arrive by car.

27. Was the interior design and decoration of the hotel to your liking?

It assesses guests’ appreciation for the aesthetic aspects of the hotel, including its style, art, and overall design, which contribute to the ambiance and experience.

28. How would you rate the environmental sustainability practices of the hotel?

This question gauges the guest’s perception of the hotel’s commitment to sustainability and eco-friendly practices, an increasingly important factor for many travelers.

29. Did you attend any events or use any meeting facilities at the hotel? How was your experience?

For guests who utilized event or meeting spaces, this question seeks feedback on the facilities’ quality, the service provided, and the overall satisfaction with the experience.

30. How satisfied were you with the laundry or dry cleaning services (if used)?

This inquires about the convenience, quality, and timeliness of the hotel’s laundry and dry cleaning services, which are important for guests needing garment care during their stay.

31. How did you find the overall cleanliness of the hotel outside of your room?

It assesses the guest’s perception of the hotel’s maintenance and cleanliness in areas beyond their personal room, reflecting the hotel’s overall hygiene standards.

32. Were there any hotel staff members who made your stay particularly memorable?

This question allows guests to acknowledge exceptional service from specific staff members, highlighting instances of outstanding hospitality and care.

33. How would you rate the quality of television, entertainment, and multimedia options in your room?

It evaluates the in-room entertainment options provided by the hotel, such as TV quality, channel selection, and other multimedia facilities, which enhance the guest’s in-room experience.

34. Did the hotel provide adequate information and guidance on local attractions and activities?

This question assesses the hotel’s role in enhancing the guest’s overall travel experience by providing valuable information about local sights, activities, and cultural events.

35. How would you rate your experience with the hotel’s booking process?

It inquires about the ease, clarity, and convenience of the booking process, from the hotel’s website to third-party platforms, impacting the initial impression of the hotel.

36. Did you experience any problems during your stay, and how well were they resolved?

This question seeks to identify any issues encountered during the stay and evaluates the hotel’s effectiveness in addressing and resolving these problems, crucial for guest satisfaction.

37. How satisfied were you with the variety and availability of in-room refreshments (mini-bar, tea/coffee)?

It gauges guest satisfaction with the selection and quality of in-room refreshments, which contribute to convenience and comfort during their stay.

38. How would you rate the acoustic insulation in your room (ability to block external sounds)?

This assesses the effectiveness of the room’s soundproofing in providing a quiet and disturbance-free environment, crucial for guest privacy and relaxation.

39. Did the hotel’s dining options cater well to your dietary requirements and preferences?

It evaluates the hotel’s ability to accommodate diverse dietary needs and preferences, reflecting the inclusivity and flexibility of its dining services.

40. How would you describe the responsiveness of the housekeeping staff?

This question seeks feedback on the efficiency, thoroughness, and discretion of the housekeeping service, which plays a significant role in maintaining room comfort and cleanliness.

41. Did the hotel offer any unique experiences or amenities that enhanced your stay?

It inquires about any distinctive features or services provided by the hotel that contributed positively to the guest’s experience, setting the hotel apart from others.

42. How would you rate the ease of navigating the hotel and its facilities?

This assesses how user-friendly the hotel layout is, including signage, accessibility, and the ease with which guests can find and utilize various facilities and services.

43. Were the bathroom facilities and amenities up to your standards?

It evaluates the cleanliness, functionality, and quality of bathroom amenities, an essential aspect of guest comfort and satisfaction.

44. How satisfied were you with the level of privacy offered in your room and throughout the hotel?

This question gauges the guest’s sense of privacy and seclusion within their room and the hotel, reflecting the hotel’s ability to provide a secure and private environment.

45. Did the hotel provide sufficient and convenient electrical outlets and charging stations in your room?

It assesses the availability and convenience of power sources within the room, crucial for charging devices and using electronic amenities.

46. How would you describe your experience with any transportation services offered by the hotel (shuttles, car hire)?

This inquires about the quality, convenience, and reliability of the hotel’s transportation services, which can significantly enhance the guest’s mobility and overall experience.

47. Was there anything about your room or the hotel that exceeded your expectations?

This question allows guests to highlight any aspects of their stay that were particularly impressive or surpassed what they anticipated, contributing to memorable experiences.

48. How likely are you to stay with us again in the future?

It gauges the guest’s overall satisfaction and loyalty by asking about their willingness to return, reflecting the hotel’s success in creating a positive and lasting impression.

49. Were there any areas or services you think the hotel could improve upon?

This open-ended question invites constructive feedback on any aspects of the hotel that could be enhanced, helping identify opportunities for improvement.

50. Can you please share any additional questions or suggestions you have?

This provides a space for guests to offer open-ended feedback or suggestions that may not have been covered by the specific questions, giving valuable insights into areas for enhancement.

Use HelloShift to Improve Guest Satisfaction

When hotels know what guests think; they can do things like make the check-in process faster, keep rooms cleaner, and even add more pancakes to the breakfast menu if that’s what guests love! It’s all about making sure that when guests leave, they’re already thinking about coming back. That’s what a hotel guest satisfaction survey can really help you with!

And when it comes to turning all those survey answers into real changes, HelloShift is like a superhero for hotels. It helps them understand all the feedback and determine the best ways to make guests happier. With HelloShift, hotels can ensure they’re doing everything they can to get big smiles from their guests every time.

Hotel guests receive automated, routine messages, consult hotel digital guidebook , and pre-checkin via their mobile device. Hotel teams use HelloShift to work together across buildings, floors, shifts, and departments with up-to-date visibility into room status via the Housekeeping app.

Go digital with Guest Messaging, Contactless Checkin, Website Chat, Staff Collaboration, Housekeeping Management and more.

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Sample Questionnaires for Hotel Survey

• Author Survey Point Team
• Published August 2, 2023

Hotel surveys are the best way to get feedback and ideas from both customers and employees. These surveys give hotel managers helpful information, help find problem areas, improve the guest experience, and build a supportive workplace culture. Here are some essential things to think about when making a hotel survey :

Customer Surveys 

• By doing customer satisfaction surveys , hotels can learn more about their guests’ likes, dislikes, expectations, and general level of satisfaction.
• Feedback from customer surveys shows hotels where they can improve their buildings, services, and relationships with customers.
• The information from customer surveys can improve the guest experience, increase customer loyalty, and encourage good reviews and recommendations.

Employee Surveys 

• Employee satisfaction surveys are a way to determine how engaged and happy hotel staff are with their jobs.
• Employee survey answers could show problems affecting retention, efficiency, and morale.
• Hotels can improve employee happiness, loyalty, and success by solving problems and making the workplace suitable.
• Employee surveys can show where work-life balance, training and development, and recognition and awards can be improved.

Table of Contents

Customer Satisfaction Questionnaire for Hotels 

Hotel customer surveys can cover a variety of themes, including:.

• Overall satisfaction: Guests are asked to rate their overall pleasure with their stay.
• Housing questions focus on how comfortable, tidy, and well-equipped the rooms are.
• People express their opinions on how friendly, skilled, and helpful the hotel personnel is.
• Swimming pools, fitness facilities, restaurants, and Wi-Fi are all rated by hotel customers for their quality and accessibility.
• There are frequent concerns regarding the quality of food and drink, particularly in restaurants and room service.
• Check-in and check-out procedures: Guests are asked to rate the ease and speed with which the check-in and check-out procedures perform.
• People that respond to surveys may be asked about cleaning, concierge service, or the spa.
• Recommendations and loyalty: Guests can comment on what they enjoyed about the hotel and how likely they are to return or tell others about it.

Here’s a sample hotel customer survey questionnaire that you can use as a starting point:

Demographic Information:

65 or above

• c. Country of Residence:

Reservation Experience:

• Online booking platform (e.g., Expedia, Booking.com)
• Hotel website

Other (please specify)

• b. Rate your overall satisfaction with the reservation process:
• Very satisfied
• Dissatisfied
• Very dissatisfied

Check-in Experience:

• b. Did the hotel staff provide you with all the necessary information during check-in?
• Yes, everything was explained clearly
• Yes, but some information was missing

No, I had to ask for specific details

• c. How satisfied were you with the speed of the check-in process?

Room Experience:

• b. Did the room meet your expectations in terms of comfort and amenities?
• Yes, it exceeded my expectations
• Yes, it met my expectations

No, it fell short of my expectations

• c. Were there any issues with the room (e.g., maintenance, noise)?
• Yes (please specify)

Service Experience:

• b. Were your requests and inquiries handled to your satisfaction?
• Yes, without any issues
• Yes, but with some delays or minor issues

No, my requests were not adequately addressed

• c. Did you use any additional services provided by the hotel (e.g., restaurant, spa, gym)?

Overall Satisfaction:

• b. How likely are you to recommend this hotel to a friend or colleague?
• Very likely

Very unlikely

• Is there anything else you would like to share about your stay at the hotel?

Thank you for taking the time to complete this survey! Your feedback is greatly appreciated

hotel customer survey questionnaire

Employee Satisfaction Questionnaire for Hotels 

An employee satisfaction survey is meant to find out how happy hotel workers are with their jobs, how they like working there, and what their general experience has been like. Here’s an example of a questionnaire for a survey about how happy hotel staff are:

Personal Information:

b. Department/Position:

• c. Length of Employment at the Hotel:

Job Satisfaction:

• 1 (Very Dissatisfied)
• 2 (Dissatisfied)
• 3 (Neutral)
• 4 (Satisfied)

5 (Very Satisfied)

• b. What are the primary factors influencing your job satisfaction? (e.g., work-life balance, compensation, career growth opportunities, work environment, etc.)

Work Environment:

• b. Do you feel valued and appreciated by your supervisors and colleagues?
• Yes, always
• Yes, most of the time
• c. Is there open and effective communication within your department and with other departments?

Training and Development:

• Yes, fully satisfied
• Yes, to some extent
• No, not satisfied
• b. Do you feel supported in your career growth and advancement within the hotel?
• Yes, fully supported
• No, not supported

Recognition and Rewards:

• Yes, it is well-established
• Yes, but it could be improved

No, it does not exist

• b. Have you received appropriate recognition and rewards for your contributions and achievements?
• Yes, sometimes

Work-Life Balance:

• Yes, strongly agree
• Yes, somewhat agree

Strongly disagree

• b. Are you satisfied with the flexibility of your working hours?

Overall Experience:

• b. Is there any additional feedback or suggestions you would like to share about working at the hotel?

Thank you for participating in this survey! Your feedback will help us improve the work environment and employee satisfaction at our hotel.

Conclusion  

Overall, hotel surveys give hotels a good idea of how customers and employees feel. This let’s hotels make smart choices, make any needed changes, and provide visitors with memorable experiences while giving employees a great place to work. By doing these surveys regularly and acting on the results, the hotel can improve the happiness of its guests, the engagement of its employees, and its overall success.

Survey Point Team

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Hotel Survey Questions for Guest Feedback & Satisfaction Questionnaire

This resort and hotel satisfaction survey questionnaire has the right set of questions for general and targeted hotel feedback surveys. Survey templates such as this one help hotels collect insights from their guests and take decisions to serve them better. One of the questions, "According to your most recent experience, rate the following attributes?" will help hotels understand customer opinions about the quality of various attributes. Use this sample questionnaire to discover scopes of improvement and make your hotel's services better with each visitor.

What is Hotel Survey? A hotel survey is a type of research instrument used to collect feedback and opinions from guests about their experience staying at a hotel. It typically consists of a set of questions designed to evaluate various aspects of the hotel, such as the quality of the amenities, the cleanliness of the rooms, the level of customer service, and the overall satisfaction of the guests. The survey may be conducted in various formats, such as online, paper-based, or through interviews, and is often used by hotels to gather feedback from guests to improve their services and enhance their overall guest experience. Free Hotel Survey Templates for Guests These templates are pre-built surveys designed by experts to capture the most relevant and vital feedback from hotel guests. By using free hotel survey templates, such as those offered, hoteliers can save time and effort in survey creation and focus on analyzing the data collected to make data-driven decisions. You can easily use or customize our templates according to the hotel's unique requirements. Our free hotel survey templates allow to gain valuable insights into their guests' experiences and take the necessary steps to improve their services and grow their businesses. use this free template Preview this template Desktop Created with Sketch. Mobile Created with Sketch. Please take a moment to rate our services. Thank you for giving us the opportunity to serve you. Considering your complete experience at our hotel, how likely would you be to recommend us to a friend or a colleague? 0 Very Unlikely to 10 Very Likely 0 1 2 3 4 5 6 7 8 9 10 Very Unlikely Very Likely Excellent Good Average Below average Poor N/A Menu Variety Excellent Good Average Below average Poor N/A Value for price paid Excellent Good Average Below average Poor N/A Promptness of service Excellent Good Average Below average Poor N/A Quality of service Excellent Good Average Below average Poor N/A Quality of food Excellent Good Average Below average Poor N/A Quality of beverage Excellent Good Average Below average Poor N/A $(function() {qp_sectionDisplayScript.detectMatrixScroll();}); How would you rate our resort on the basis of the below? Excellent Good Average Below average Poor N/A Our staff's hospitality? (Friendliness, courtesy, responsiveness) Excellent Good Average Below average Poor N/A Resort's public areas? Excellent Good Average Below average Poor N/A Value for the price paid? Excellent Good Average Below average Poor N/A Ability to provide a relaxing atmosphere? Excellent Good Average Below average Poor N/A $(function() {qp_sectionDisplayScript.detectMatrixScroll();}); Please rate the following: Excellent Good Average Below average Poor N/A Decor Excellent Good Average Below average Poor N/A Cleanliness Excellent Good Average Below average Poor N/A Condition of rooms Excellent Good Average Below average Poor N/A Housekeeping services Excellent Good Average Below average Poor N/A Heating/cooling within the room Excellent Good Average Below average Poor N/A $(function() {qp_sectionDisplayScript.detectMatrixScroll();}); Comments Email Address (Optional) $(function() {qp_sectionDisplayScript.stopEnterSubmit($('[name=t_20750]'));}); use this free template Top 3 reasons to use this hotel and resort survey template

Measure the hotel's net promoter score:.

It measures the net promoter score of the resort by calculating the percentage of guests who are promoters and subtract the percentage of customers who are detractors.

Evaluate guest satisfaction on important hospitality parameters:

This survey questionnaire evaluates the overall hospitality of the resort based on parameters like location, value, food, price, ambiance, and cleanliness.

Collect feedback on resort ambiance:

Gather feedback on your resort atmosphere and improve it to serve the new guest better. It also evaluates how the resort environment boosts the customer's happiness level.

Guest Evaluation Survey Template

Event survey template, resort evaluation survey template.

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• 50+ Must-ask questions for your market research surveys

Şeyma Beyazçiçek

Market research is an essential part of finding answers to your questions. For this reason, market research surveys have a big importance. So, market study survey questions, too . These types of questions help you get essential data about the target audience, conduct competitive analysis, get new ones, or protect existing customers .

We have gathered the most essential data to help you gather information on the target market or target customer. In this article, you will find 50+ market research survey questions and examples about customers, products, social media, etc. You need to seriously consider these business survey questions for market research and learn more!

• What is a market research survey?

A market research survey is a document that asks demographic questions or any type of market research questions that aim to collect vital customer feedback to make you better in marketing . The critical point of a market research survey is to learn customer experience and make marketing plans according to it.

A report by Statista shows that since 2008 , the market research sector’s global revenue has increased by more than twice, surpassing $81 billion in 2022 . So, the importance of market research is getting more realized, and you need market analysis survey questions. Good survey questions for market research collect data to help you create definite strategies for a better marketing plan.

• 50+ Market research survey questions you must ask in your surveys

Each company has its own unique priorities and needs. For this reason, companies should choose questions carefully for their survey. 50+ market research survey questions might differ according to the needs and requirements of a company. Nevertheless, we have gathered the most essential and basic ones to make you grow faster. 

If you want to access all these privileges we have discussed so far, you need to have a look at these 50+ must-ask questions for your market research surveys:

Customer survey questions for market research questions

The primary reason for selling a product or service is for customers . Finding the target audience for your company is one of the most important parts of your market research survey. For that reason, you need to have a look at these customer survey questions for market research questions: 

1. How often do you shop from us?

• Once a week
• Twice a week
• Once a month
• Twice a month
• Once every two months
• Once every three months
• Once every six months
• Once a year

2. What is your favorite product/service?

3. What is your least favorite product/service?

4. Why do you choose us?

• Your reputation for quality products and services
• Your competitive pricing
• Your commitment to customer service
• Your convenient location
• Your wide selection of products and services
• Your knowledgeable staff
• Your experience in the industry
• Your commitment to innovation
• Your commitment to sustainability

5. Would you recommend us to your friends/family?

6. Since when do you choose us?

• Two Years Ago
• Three Years Ago

7. Overall, from 1-10, how do you rate us?

An opinion scale question example about satisfaction

Market research questions for a product

A market research question for a product is an excellent helper for companies to understand and collect data about existing. If you want to learn how your customers are satisfied with your exciting product, you only need to ask them these questions. Here are your market research questions for a product: 

8. Have you ever heard of this product before?

9. From 1-10, how would you rate this product?

10. Do you believe this product is useful/helpful for you? 

11. What is the likelihood of buying this product again?

• Very Likely
• Very Unlikely

12. What do you like about this product?

• It is easy to use
• It is cost-effective
• It is reliable
• It has great customer service
• It has a wide range of features

13. What do you dislike about this product?

• Functionality

14. Would you recommend this product to your friends or family?

You can replace the word “ product”  with the name of your own product.

A question example about purchasing behavior

New product market research survey questions

New product market research survey questions are perfect for your company if you plan for a new product. Imagine that you are about to launch a new product. You can take fewer risks if you ask questions about the new product before launching it. So you might need these market research questionnaire questions for your new product: 

15. Have you seen a similar product? 

16. How likely are you to use this product for your business activities?

17. What do you think is the best feature of this new product?

18. What do you think is the least favorite feature of this new product?

19. Do you find the price reasonable?

20. Are you excited about this product?

21. Overall, from 1-10, how do you rate this new product?

A question example about later use

Social media survey questions for market research

Social media is an excellent way of collecting helpful data from your customers because, today, nearly everybody has a social media account. You can have insightful data as long as you know which platform to use and how to use it. So, here are your social media survey questions for market research: 

22. Which social media platforms do you use? ( you can choose more than 1 )

23. In which social media platforms do you spend time the most?

24. Do you follow us on your social media accounts?

25. What do you think about our company’s social media account? 

• It's great!
• It could use some improvement.
• I haven't seen it

26. Do you believe we can use social media effectively?

27. What can we do to improve our social media accounts?

• Post regularly
• Run contests and giveaways
• Use relevant hashtags
• Optimize profile information
• Respond to comments
• Collaborate with influencers

28. Which influencers do you relate to us the most?

A market research survey question example about social media

Market research questions to ask potential customers

As much as trying to hold your existing customers, you should also try to find potential customers and expand your network. Because only in this way you can grow your business. When you have good market research questions to ask potential customers, as given below, you can easily get what you need: 

29. Have you ever heard us before?

30. When you think of our brand, what comes to your mind first? 

31. Who is our rival for you?

32. What is your minimum budget?

33. What is your maximum budget?

34. Would you consider choosing our product/service?

35. What are your best aspects, you think?

Market research questions for B2B companies

Just like any sector, B2B companies need to do their best to run market research. As for their market research survey, the questions will be different because they need to aim at businesses directly. If you need them, here are your market research questions for B2B companies: 

36 . Who is your ideal customer?

37. What really matters to your ideal customer?  

38. Do you think you know your customers?

39. How can you know your customers better?

40. What is your customers’ annual income? 

41. What do your customers do in their free time?

42. What attracts your customer?

Demographic questions for your market research survey

Demographic questions allow your company to understand your customer’s background better. Also, if you want to understand the certain characteristics of your target audience, demographic questions are the best option for you. Have a look at these demographic questions for your market research survey: 

43. What gender do you identify as?

• Genderfluid

44. How old are you?

• 65 or Above

45. What is your marital status?

46. Can you please specify your ethnicity?

• African American
• Asian American
• Hispanic/Latino
• Native American
• Pacific Islander
• White/Caucasian

47. Where are you located?

• United States
• United Kingdom

48. What is your education level?

• High School
• Associate's Degree
• Bachelor's Degree
• Master's Degree
• Doctorate Degree

49. What is your annual income?

• $0 - $25,000
• $25,001 - $50,000
• $50,001 - $75,000
• $75,001 - $100,000
• $100,001 - $150,000
• $150,001 - $200,000
• $200,001 and above

50. What is your current employment situation? 

• Employed full-time
• Employed part-time
• Self-employed
• Not looking for work

A market research survey question example about income

• How can I create a market research survey?

In order to collect essential data for your market research, if you want to handle it the fastest way, you will need an online form builder. Also, if you want to build your form with lots of options and create just like you wish and want to do all of them for free, there is only one option left: forms.app .

As long as you follow some basic steps, you can easily create your market research survey and here are the steps: 

1. Login or create an account

Firstly, you should log in to your existing account if you do not have one; no worries, you can easily and quickly create an account . Also, do not forget that you have the opportunity to log in via Google, Facebook, and Apple accounts. 

2. Start from scratch, choose a temple, or generate with AI

You have access to a wide range of options thanks to forms.app . You must begin from scratch if you wish to pick every aspect of your survey. The site offers pre-made market research survey templates if you do not want to spend too much time on it. However, if you stay current with the latest technology, artificial intelligence can create your survey in seconds!

3. Add your market research survey questions

Based on your company’s primary needs and essential requirements, you should choose your market research survey questions very carefully. Each company’s priorities can differ. For that reason, you need to pay attention while adding them. 

4. Customize your survey form

In this step, you can easily change and personalize your online survey . To give an example, you can change the size and type of the font, colors, and order of questions, add your brand’s logo, etc. 

5. Share your market research survey

In the final step, you can share your survey with your target via many platforms . You can choose the link to be public, limited, or private while sharing. Additionally, you can preview the link to see whether it has any meta titles, descriptions, or images. 

• How can I write good market research questions?

One can randomly create market research questions for the survey; however, if you want to be one step ahead of your rivals and be good at writing market research questions, you need to follow the points given below:

• Consider your company’s needs : You need to have a moment and consider what your company needs the most. What are your priorities or urgent needs? Or what are your urgent deficiencies to be covered? After answering these questions, you can create better questions. 
• Think like the customer: The key point is listening to your customers and trying to think like them. When you think like them, you can come up with better market research questions and collect more valuable data for your survey. 
• Be direct: Questions asked directly are definitely better , instead of asking too many indirect questions or long and complex sentences that might be confusing. So, you need to pay attention at this point. 
• Key points to take away

As we have discussed so far, the importance of market research is undeniable. If you want to increase your market share and be more successful in your sector, there are some key points for your company to take away. You should not ignore these points:

• Design of the survey: Do not forget that the more you pay attention to your market research survey design, the more you will seem professional. 
• Pay attention to the context: Design is an important factor, but context is the exact reason you run a survey. So, you need to be careful with your questions. 
• Check the result: At the end of the survey, checking and analyzing the results is a key point. If you will not do that, there is no need to share the survey, isn’t it?

Now that you have read so far, you know all the critical points about the issue and where to start. Take action now and start finding your own effective data collection methods for market research !

Şeyma is a content writer at forms.app. She loves art and traveling. She is passionate about reading and writing. Şeyma has expertise in surveys, survey questions, giveaways, statistics, and online forms.

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Hotel Guest Questionnaire: What is it, Examples, & Templates

Kate Williams

Last Updated: 27 August 2024

15 min read

Table Of Contents

• Hotel Guest Survey Questions
• What is a Guest Questionnaire
• Types & Examples of Guest Questionnaire
• Guest Questionnaire Templates
• Hotel Guest Questionnaire Benefits
• Best Practices to Follow
• How to Make the Most of Hotel Questionnaire

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.

14-day free trial • Cancel Anytime • No Credit Card Required • No Strings Attached

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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4 Market Research Options for the Hotel and Hospitality Industry

by Devan Grant

Posted at: 10/11/2022 12:30 PM

The hospitality industry is massive. For context, the hotel market is made up of over 4 million rooms worldwide. 

In addition to the growing competition in this sector, it is also one that is constantly changing. That's largely due to the fact that the behaviors, preferences, attributes, and purchasing decisions of travelers are always evolving.

To keep up, many hotels, resorts, motels, inns, and other tourism destinations have turned to different types of market research .

Whether it be using data and insights to brand your loyalty rewards program , improve guest satisfaction, understand factors of choice, or perfect your marketing strategy - you will never be short of methodologies to choose from.

Below we share several different market research options for the hotel and hospitality industry. 

Market Research Option #1: Online Reputation Management

According to TripAdvisor 8 in 10 people always read online reviews before booking a hotel . Additionally, customers will value guest ratings over a hotel’s brand 72% of the time.

Therefore, it has become imperative for hotels to invest in a strategy for reputation management as they look to improve online guest reviews . 

At Drive Research, we often recommend incorporating an element of ORM into your guest satisfaction surveys. At the end of the survey, guests will see a call-to-action to leave a review on a rating site of your choosing: Google, Hotels.com, TripAdvisor, etc. 

Additionally, a market research company can create alerts specifically for bad reviews so you can take action on those comments immediately. 

While there's nothing you can do to 100% avoid negative online comments, there are ways that you can get ahead of the situation -- like replying to the review publically.

In fact, 91% of travelers want property owners to respond to negative reviews. 

💡 The Key Takeaway: Setting up an online reputation management strategy gives you better control of the conversations happening online about your hotel. Get alerts in real-time of negative comments so you can take action and resolve the situation to show guests you care about their experience.

Market Research Option #2: Feasibility Studies

If you’ve ever dined out, there is a good chance that you did some extensive research on where to go and what to eat. It’s best to be prepared, right?

That same logic applies when you’re deciding where, when, and how to construct your next hotel location.

Through different components of a feasibility study, developers gain a better understanding of the demographic, geographic, economic, and financial factors of the market. They are also often used to justify costs and investments.

Additionally, a market research company can help to answer questions surrounding market saturation, current and future local competition, price comparisons, and more.

With this data at your disposal, you’ll be better informed and equipped to make the right decisions surrounding where and when to build your next hotel location. 

💡 The Key Takeaway: Feasibility studies are ideal for gathering information around key areas of a market. Additionally, they also lend more information to the financial decisions of an organization. 

Market Research Option #3: Website User Experience

In the age of technology, websites are where potential guests get their first impression of your hotel. For context, each year over 148.3 million travel bookings are completed online.

With that said, the importance of having an easy-to-use, aesthetically pleasing website cannot be overstated.

Conducting website user experience interviews will help you to better understand the most common pathways taken by visitors to your website, from the moment they land on your site to the time they click “Book.”

Throughout the study, you’ll be able to uncover barriers and pain points along the pathway to booking a room. You can even find out where potential guests call it quits, and leave the site altogether.

With the knowledge of where users are struggling on your website, you’ll be able to streamline the process and make the journey to booking a room that much easier for your potential guests.

💡 The Key Takeaway: Measuring user experience is one of the major market research options for the hospitality industry. We can all agree that hotel websites have a big impression on potential customers, and can either help or hinder the booking process.

Recommended Reading: How to Improve User Experience (UX) For Your Website

Market Research Option #4: Guest Satisfaction Surveys

Ever had the urge to get feedback from a guest as they leave the hotel after their stay? With a guest satisfaction survey , you can do just that!

A straightforward, quantitative method of market research , guest satisfaction surveys aim to measure satisfaction levels with a variety of factors regarding a guest’s stay upon their departure from the hotel.

With a hotel market research questionnaire , you can gauge guest satisfaction with some of the most common points in one’s stay. 

These surveys can cover essential actions like: 

• Check-in processes
• Room cleanliness
• Room service
• Concierge services

Guest satisfaction surveys are great tools for uncovering pain points during a guest’s stay. They allow you to improve on any issues that may come up frequently, and capitalize on those improvements with future guests.

💡 The Key Takeaway: Guests make or break a hotel. In order to see where they stand, running guest satisfaction surveys can gather actionable data for hotels. 

Why Hotels Should Partner With a Third Party Team

Whenever we are asked, " Should I hire a market research partner?" the answer is always yes .

And we’re not being biased, here! Okay, maybe a little. But for good reason.

The reason we encourage this partnership is pretty simple: expertise. A team who lives, breathes, and eats market research can uncover data a hotel simply could not find.

If a hotel were to conduct DIY market research , it’s likely errors would occur and the feedback would not be as effective. What’s more, hotels need to be focused on the customer experience now more than ever. Leave the technical stuff to us! 

So, aside from expertise, why else should hospitality organizations partner with a third-party market research company ?

Recruiting practices 

Recruiting respondents for market research is one of the most important steps in an entire project.

In order to get the best feedback, you need the best participants. A recruiter will be able to send reminders, relay any additional confirmation items, and can answer participants’ questions.

Strategic questioning

Market research pros know how to correctly word questions in a survey or related project to yield the most quality answers.

Questions in market research aren’t always written the way you would assume, and this is on purpose. Just one word that may be “off” can bias an entire survey project.

Because of this, market research questions for hotels must be written clearly with a goal in mind. 

Trustworthy results

This goes back to expertise. When a travel and tourism market research company runs a project, a hotel or related organization can feel confident knowing the data they’re receiving is high-quality. The level of expertise will match the authenticity of the data yielded. 

💡 The Key Takeaway: Market analysis for hotels is done best when a research team heads the project. This is due to a variety of factors, but the most important is the fact that market research teams know how to successfully interpret data and feedback.

Contact Us to Conduct Hotel and Hospitality Market Research

Drive Research is a national market research company specializing in the hotel and hospitality industry. Our team partners with hotels, airports, and community attractions across the country to deliver various market research studies.

To learn more about our services or how Drive Research can help, contact us today.

• Message us on our website
• Email us at [email protected]
• Call us at 888-725-DATA
• Text us at 315-303-2040

Devan Grant

Devan's love for learning serves him well as a market research professional. With two years of both quantitative and qualitative research in the healthcare space under his belt, he knows what it takes to answer some of the toughest market research questions.

Learn more about Devan, here .

Categories: Other Market Research Services

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How to Create a Hotel Guest Satisfaction Survey

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Satisfaction surveys: the best questions to ask your hotel guests

Satisfaction surveys for your hotel are much more than a mere administrative formality. They unlock the untapped potential of your establishment. The guest feedback acts as a real benchmark for your hotel, allowing you to measure customer satisfaction and continually improve your services and facilities.

The right questions, at the right time, have the power to radically transform your guests’ satisfaction, revealing their expectations and needs and paving the way for constant improvement. A well-designed satisfaction survey will also help you to better understand the market in which you are positioned, strengthen guest loyalty and stay one step ahead in an ever-changing hotel sector.

So what are these powerful questions? How can you make the most of your satisfaction survey to really understand your guests’ needs and expectations and improve their experience? Discover our useful guide with over 30 strategic questions adapted to each stage of the guest journey .  

As a bonus, at the end of this article, you’ll find FAQs such as what is the ideal frequency for sending out satisfaction questionnaires.

Ready to transform your satisfaction surveys? Let’s dive in.

How can you effectively gather feedback from your guests? 

Collecting feedback and learning from it is an essential part of the most efficient hotel marketing strategies . Before you even think about which questions to include in your satisfaction questionnaires, you need to decide how you want to collect your guests’ opinions. You have several options — face-to-face, paper questionnaire or online survey.

Online satisfaction surveys are becoming increasingly popular because they are practical and easy to complete. You can send them directly to your guests via WhatsApp, SMS and email, and even include a link on your hotel’s website. Social networks are also proving to be excellent platforms for gathering guest feedback, particularly by monitoring comments posted on TripAdvisor, Google or Yelp.

How can you take advantage of technology to get more guest reviews? 

Online satisfaction questionnaires and social networks play a vital role in gathering guests’ feedback. The fact that it’s online means you can access comments in real time, respond quickly and monitor and analyse the data more easily. 

What’s more, technology allows you to automate the sending of these questionnaires. This is one of the features in the Guest Communications Hub from HiJiffy It enables you to automate the sending of satisfaction surveys throughout the guest journey and automate the sending of guest review campaigns at the end of their stay. 

Examples of hotel survey questions for each stage of the guest journey

Once you’ve decided on the best way to send your satisfaction questionnaires, it’s time to choose the questions to include. However, as you can imagine, the choice of questions will depend on the stage a guest is at. The questions asked of a guest who has just started their stay at your hotel will certainly not be the same as those asked of a guest who is about to leave. But whatever the time you choose to send out your questionnaire, there is one golden rule, it must be concise and easy to understand to encourage your guests to fill it in.

So what questions should you be asking? Here are the essential hotel survey questions to ask at each stage of the guest journey:

Before their stay

If you thought that the phase before your guests’ stay was too early to ask for their opinion, let’s challenge that view. The pre-stay period is key to understanding your guests’ expectations and preferences. It gives you the opportunity to identify the reasons for their visit and their expectations for their stay.

So how can you make the most of it? Ask open-ended questions about your guests’ travel plans and past experiences. By collecting this information, you will be able to adjust your services and facilities to better meet the specific needs of each guest.

Here are some examples of open-ended questions to ask hotel guests before their trip:

• What brings you to our hotel?
• Have you stayed at our hotel before?
• If so, how would you rate your previous stay?
• What’s your favourite type of bedroom?
• Are there any facilities or services you need during your stay?
• What type of activities are you looking for during your stay?
• Are there any special occasions or requests you’d like to make us aware of?
• Is there anything else you’d like to tell us before your stay?

These questions will give you an in-depth insight into your guests’ expectations, preferences and the aims of their visit. The HiJiffy solution allows you to interact with them even before they arrive , so you can anticipate their needs and personalise your offers and services to create an exceptional experience from the very first contact! 

One of the first experiences your guests have when they arrive at your establishment is checking in. Understanding in detail what they thought and how the check-in went can have a significant impact on the rest of their stay. That’s why it’s crucial to personalise the welcome and gather specific feedback.

To do this, ask targeted questions about the smoothness of check-in, the friendliness of their reception, satisfaction with the room and the cleanliness of your hotel. These details, often overlooked, are key to anticipating potential problems and ensuring that every guest has an exceptional stay.

Here are some examples of hotel survey questions to ask on arrival: 

• How would you rate your check-in experience?
• What was the reception like when you arrived? Was it welcoming?
• Have you received all the information you need about our facilities and services?
• Have your room preferences been fully satisfied?
• How would you rate the cleanliness of our hotel?
• Did you encounter any difficulties during check-in?
• Would you like to share any other information about your arrival?

By asking these questions, you can quickly identify the strengths of your reception and areas for improvement. This proactive approach not only reinforces the first impression, but also allows you to adjust your services to better meet your guests’ expectations. By taking their feedback into account as soon as they arrive, you are creating an unforgettable experience that translates into increased customer satisfaction and loyalty. 

During their stay

During their stay, the ongoing collection of guest reviews is essential to maintain and constantly improve the quality of their experience. By asking specific questions about room service, housekeeping, restaurant services or facilities, you are already gaining a general idea of customer satisfaction. 

Most of all, gathering this information allows you to identify areas for improvement and make the necessary changes in real time to meet your guests’ needs during their stay. This will prevent you from receiving negative reviews once they leave your hotel. 

Here are some examples of hotel satisfaction survey questions to ask during the stay:

• How would you rate the cleanliness of your room?
• Did all the facilities and services meet your expectations?
• Did you come across any problems during your stay? If so, please describe them.
• How would you rate the quality of the catering service?
• How would you rate the housekeeping service?
• Did any of the staff provide exceptional service to make your stay more enjoyable?
• How would you rate the overall experience of your stay so far?
• Is there anything else you would like to share with us about your experience at the hotel?

The HiJiffy solution simplifies this process by automating the sending of these questions via satisfaction survey campaigns throughout their stay. This allows you to quickly identify potential problems and remedy them in real-time, ensuring that your guests’ stay is as comfortable as possible. What’s more, by recognising staff who provide exceptional service, you can foster a positive working environment, encouraging service excellence for all guests.

After their stay

Once the stay is over, there’s still time to interact with your guests to get full feedback on their overall experience. This critical stage enables you to better understand their impressions and identify areas for improvement. 

Sending satisfaction questionnaires via HiJiffy is an excellent way of asking your guests about various aspects, such as their overall experience, the cleanliness of the hotel, satisfaction with services and facilities, and their likelihood of returning. This feedback provides you with a solid basis for making the necessary changes and improving the guest experience , which fosters guest loyalty .

Here are some examples of questions to ask after their stay:

• How would you rate your overall experience in our hotel?
• How would you rate the cleanliness of the hotel?
• Did the facilities and services meet your expectations?
• How would you describe the reception service?
• Would you recommend our hotel to others? Why is this?
• Is there anything we could have done differently to make your stay more enjoyable?
• Would you like to share any other comments about your stay?

Remember, it’s not enough just to send out satisfaction surveys. It’s essential to follow up with guests who have responded to resolve any problems and thank them for their valuable contribution. 

You can also take advantage of the end of their stay to increase the number of your hotel’s reviews on rating platforms, such as TripAdvisor or Google, by sending automated messages encouraging leaving reviews.

FAQs: Guest satisfaction surveys for hotels

How often should i send out guest satisfaction surveys .

It is advisable to send regular satisfaction surveys to your guests to assess their level of satisfaction and identify areas for improvement. These questionnaires can be sent out after each stay, quarterly or annually, depending on your hotel’s needs and resources. Thanks to our Guest Communications Hub, you can automate the sending of these questionnaires, no matter how often you want to send them. 

Should I respond to negative comments from my guests?

Yes, it is highly recommended that you respond to negative comments from your guests quickly and professionally. This may involve getting in touch with the guest to understand their criticisms and proposing solutions to resolve the problem. Responding publicly to negative comments on review sites also demonstrates to your potential guests that you take their feedback seriously and are committed to providing a positive experience.

How can I encourage my guests to share their opinions?

A simple way of encouraging your guests to share their reviews of your hotel is to offer them rewards . This can take the form of discounts on their next stay, free facilities, or other benefits in exchange for their participation in satisfaction surveys or the publication of a comment. It’s an excellent way of fostering guest engagement and increasing the overall response rate.

How can I assess the success of my satisfaction surveys?

You can measure the success of your satisfaction surveys by tracking key indicators such as response rates and satisfaction scores and by observing any improvements arising from the feedback. By analysing these indicators over time, you can identify trends and make decisions on future improvements.

Can I use my guests’ comments for marketing purposes?

Of course! Positive reviews can be promoted on your website and social networks and can also be used in your advertising and promotional material. What’s more, feedback from your guests helps you to better understand your target market and develop marketing strategies tailored to each customer segment. All you need to do is state that by participating in the survey, guests agree to their reviews being used for marketing purposes. Alternatively, you can leave an option to participate in the survey but opt out from the content being used elsewhere.

Start collecting your guests’ opinions today with our automated satisfaction questionnaires 

Satisfaction surveys not only assess your guests’ overall experience, but they also play a crucial role in gathering valuable information to improve your services and increase the number of guests in your establishment.

So why do without them? Take advantage of our solution powered by conversational AI and start automating the sending of personalised satisfaction questionnaires at every stage of the guest journey — before, during and after their stay. The result is a guaranteed exceptional guest experience! 

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Hotel Survey Market Research

What is the secret to crafting an unforgettable hotel experience? How can businesses in the hospitality industry transform mere stays into memorable journeys? Hotel survey market research provides valuable insights into customer preferences, satisfaction levels, and emerging trends.

Therefore, by conducting surveys and collecting data, hotels can make informed decisions to enhance their services and improve customer experiences.

Why Is Hotel Survey Market Research So Important?

Hotel survey market research plays a pivotal role in the success of hotels because it enables them to understand their target audience, identify their needs and expectations, and tailor their services accordingly.

By conducting surveys, hotels can assess customer satisfaction levels and identify areas that require improvement. This helps in enhancing the overall guest experience and building customer loyalty. Similarly, this market research allows hotels to analyze their competitors and identify their strengths and weaknesses, which helps in developing strategies to stay ahead in the market.

Moreover, surveys provide valuable insights into customer preferences and expectations. Hotels can use this data to develop new products and services that meet the changing demands of their target audience.

Benefits of Hotel Survey Market Research

Hotel survey market research offers several benefits to hotels – and some of the key advantages are as follows:

• Revenue Optimization: Hotel survey market research helps in identifying pricing strategies, revenue management techniques, and upselling opportunities. By understanding guest preferences and behavior, hotels can identify opportunities for upselling and cross-selling. This enables hotels to maximize their revenue and profitability.
• Improved Guest Satisfaction: By collecting feedback through surveys, hotels can identify areas where they excel and areas that need improvement. This leads to enhanced guest satisfaction and loyalty.
• Competitive Advantage: Hotel survey market research allows hotels to stay updated with the latest industry trends and consumer preferences. This knowledge enables them to differentiate themselves from competitors and offer unique experiences to guests.
• Trend Identification: The hotel industry, influenced by global events, technology, and changing consumer preferences, is in a constant state of flux. Through regular surveys, businesses can identify emerging trends and position themselves ahead of the curve, be it in sustainability practices, technological integration, or room design aesthetics.
• Competitive Benchmarking: With countless hotels vying for guests’ attention, understanding one’s standing in the competitive landscape is crucial. Hotel survey market research can help businesses understand how their services stack up against competitors, highlighting areas of excellence or potential improvement.
• Operational Efficiency: Surveys can extend beyond guest feedback to encompass feedback from staff and stakeholders. Insights from these surveys can help streamline operations, identify bottlenecks, and improve overall efficiency.
• Optimizing Marketing Strategies: By understanding guests’ sources of information and decision-making patterns, hotels can refine their marketing strategies, allocating resources more effectively to channels that yield the best results.

Current Trends and Technology Applied in Hotel Survey Market Research

Hotel Survey Market Research is constantly evolving, and new trends and technologies are shaping the industry. Here are some of the current trends and technologies in this market research:

• Mobile Surveys: Many guests prefer to give feedback through mobile-friendly surveys. This can be done through dedicated apps, QR codes placed in rooms, or SMS-based surveys.
• Chatbots for Real-time Feedback: Some hotels have started using chatbots on their websites or apps to engage with guests in real-time, collecting instant feedback and addressing concerns.
• Virtual Reality (VR) and Augmented Reality (AR): While more experimental, some research firms have started using VR and AR to simulate hotel experiences and gather feedback on potential changes or innovations.
• Gamified Surveys: To make the process of filling out surveys more engaging, some hotels and research firms are turning to gamification, incentivizing feedback with rewards, or making it more interactive and fun.
• Predictive Analytics: By analyzing past behavior and feedback, predictive analytics tools can help hotels anticipate future guest needs, preferences, and potential areas of dissatisfaction.

Opportunities in Hotel Survey Market Research for Businesses

The hospitality industry is dynamic and success depends on understanding guests’ needs, preferences, and expectations. So, by leveraging insights from these surveys, businesses can tap into a multitude of opportunities such as:

• Personalization Opportunities: Modern guests seek personalized experiences. Market research surveys can reveal preferences and patterns, allowing hotels to tailor their services, from room amenities to dining options to individual guest profiles.
• Event and Conference Opportunities: For hotels with large event spaces, researching the needs of businesses, event planners, and conference organizers can open up new revenue streams.
• Local Partnerships: Hotels can survey to identify potential local businesses (like tour operators, restaurants, or entertainment venues) with whom partnerships might be beneficial.
• Sustainable and Eco-friendly Initiatives: With a growing trend toward sustainability, research can determine guest interest in eco-friendly amenities, green initiatives, or sustainable practices in hotel operations.

Challenges in Hotel Survey Market Research for Businesses

While hotel survey market research can offer key insights for businesses in the hospitality sector, executing this research effectively comes with its own set of challenges – and recognizing and addressing these challenges is crucial for obtaining reliable, actionable data.

• Low Response Rates: One of the most significant challenges with any survey-based research is securing a high response rate. Guests, especially those on vacation or business trips, might not have the time or inclination to complete a survey, leading to insufficient data.
• Bias in Responses: Those who had exceptionally positive or negative experiences might be more inclined to complete a survey. This can result in an overrepresentation of extreme views, which may not accurately reflect the average guest’s experience.
• Data Analysis Complexity: Collecting survey data is just the first step. Analyzing this data, especially when it’s qualitative or open-ended, can be complex and time-consuming. Extracting actionable insights requires expertise and the right analytical tools.
• Data Privacy Concerns: With increasing awareness about data privacy, guests might be hesitant to provide personal details or feedback. Ensuring data protection and communicating the same to the respondents is critical.
• Temporal Limitations: The hospitality industry is influenced by seasons, events, and global happenings. Feedback obtained during peak season might differ significantly from the off-peak season. Ensuring that survey research captures a comprehensive view throughout the year is a challenge.

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• About Xotels

Hotel Market Research & Analysis

No plan is viable without some form of research. Especially if you require outside investment you will need to demonstrate you have done a hotel market study for your new hotel concept. It will also be helpful for you to put your ideas on paper and benchmark them against the market to determine the chance of success. Based on our hotel revenue management consultin g and hotel management ´s experience we have put some pointers on paper …

Having opened various hotels we have noticed that many entrepreneurs make decisions based on assumptions when it comes to their new hotel concept. This could be very dangerous as any unforeseen change you might have to implement at a later stage due to a false assumption could bring with it additional costs that will have a negative impact on your bottom line.

Especially if you have raised capital investment from banks or other lenders, this puts you in a difficult predicament, as it might not be possible to pay off loans in the time frames agreed, or ROI will not reach the expected levels. Pressure will subsequently mount to make other changes to your concept to recuperate and offset the additional costs. Such changes might even affect the uniqueness of your original concept, but you will have no choice but to compromise and please investors.

A typical example we face is that operators would like to save on staffing costs by selling rooms at rates including breakfast. Offering room-only prices does not fit in their cost structure and PnL forecast, as staffing numbers need to be kept low. However we studied the market we uncover that all competitors offer room-only rates, especially in city destinations. This would put a hotel at a significant disadvantage, and make the hotel less competitive as price is among the key selection factors by consumers.

The assumption to simplify operations and include breakfast in the room price in order to save on operational costs is understandable. But you have to ensure that it is sustainable from a commercial perspective as well and benchmark your idea against the market.

Another classic example is hotel companies that want to enter the market with a flat rate structure. In essence from a positioning perspective, it sounds great. You will attract a lot of consumer attention by offering such transparency. However in reality, as hotel markets are driven mostly by dynamic rates which fluctuate with demand (a bit like the stock market), you will find your hotel out-priced by competitors in low season

So, how to prepare and avoid these kinds of situations? You will have to do thorough market research and perform a hotel market analysis.

Market Performance Let’s start with a generic market study. You need to obtain statistics on occupancy, average rate, and revenues of the surrounding area of your hotel. If you get data for the last few years of similar hotels in your market you will get a good idea of how the market is evolving, giving you a rough perspective of what kind of overall results would be possible.

Business Sources What creates demand in your market? Why do travelers come to your destination? What is the motive for their trip? Where are they coming from, or rather, what are your feeder markets? These are all questions that need to be answered. Your local tourist organization or hotel marketing agency will probably be able to provide you with valuable market statistics. But also go on the website of nearby airports, it will provide you with interesting statistics in terms of passenger data. You need to understand your sources of business and market segments to be able to make an effective marketing plan.

Competitive Analysis Next step, you need to make a detailed overview of your competition. We differentiate competitors into 2 groups. First, we look at conceptual competitors that have a concept that is similar or comparable to yours in essence. And second, there are proximity competitors that are in your immediate surroundings and this will be your local competition.

Start with building a summary outlining in detail:

• concept type
• number of rooms
• star rating
• chain affiliation
• all facilities
• website URL
• website languages
• website versions (desktop, mobile, tablet)
• online reputation and review scores
• price range and average rate (see Google Hotel Finder and TripAdvisor)

Add notes with anything that is unique about their operations, or service that differentiates them from the rest. It will help you at a later stage in defining a competitive strategy.

It would be good if you can get monthly performance data on the individual hotels as well. You will gain a valuable understanding of the seasonal fluctuations of the market.

Development Pipeline What other hotels are planned to be constructed and open in your immediate area? How many rooms will be added? How will this impact your market share and financial results?

These are all very relevant questions that cannot be ignored. And investors will be extremely interested. Mind you, if an area is popular and many new hotels are planned it can have a positive effect as well, and increase overall demand.

Maximize Your Hotel Revenue

Uncover the hidden revenue potential of your hotel or resort.

Profit & Loss Statement

The key question as always is how much money will your hotel make. Investors are logically keen to know what kind of return on investment to expect. Based on your market research and competitive analysis you will need to make a founded estimation of what kind of occupancy and average room rate your new hotel can generate. You will need to make a 5-year forecast.

I would advise being prudent and conservative, or rather being realistic and honest. Don’t put numbers on paper that investors would like to see, but make an achievable forecast. Add revenue and cost predictions from all operational departments (restaurant, bar, banquets, front office, housekeeping, engineering, etc …) to get to your GOP (gross operating profit).

Include the undistributed, fixed, and overhead costs to get to your NOI (net operating income) or EBITDA (Earnings Before Interest Taxes Depreciation). This is basically the profit generated from the hotel’s own operations.

To estimate costs you can use local industry standards as a benchmark. I would recommend creating a staffing schedule for each department to simulate your cost and ensure you are at the right level. You can’t afford big mistakes, as your profit would change radically and you would not be able to achieve the ROI you sold to investors.

Doing this exercise yourself is a great experience to validate your plan. I highly recommend doing this thoroughly (in-house) and spending significant time on, it before even going to an accredited hotel revenue management consulting agency to get an official feasibility study for investors. Lenders will require this of course as a part of their goal to limit their exposure to risk, but you should do your own homework upfront.

Hope you enjoyed the article. Look forward to your feedback and suggestions in the comments section below.

RELATED ARTICLES:

• How to Start your Own Hotel
• Innovative Hotel Concepts
• Hotel Business Plan
• Hotel Feasibility Study

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Unigreen Astrakhan Oblast Solar PV Park

Unlock hidden opportunities in the Power industry

Published: November 09, 2023 Report Code: GDPE02282PP-MP-L5

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• Report Overview

Methodology

Unigreen Astrakhan Oblast Solar PV Park is a solar PV project located in Astrakhan, Russia. The project is owned and being developed by Unigreen Power. The project is at the permitting stage.

Empower your strategies with our Unigreen Astrakhan Oblast Solar PV Park report and make more profitable business decisions.

Note: This is an on-demand report that will be delivered upon request. The report will be delivered within 2 to 3 business days of the purchase, excluding weekends and holidays. Certain sections of the report may be removed or altered based on data availability and relevance.

Reasons to buy

• Acquire a thorough understanding of the project’s core details and stages of development .
• Monitor competitor activity and stay ahead of the competition .
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• Understand the full story: Dive deep into the Unigreen Astrakhan Oblast Solar PV Park report and gain access to vital information such as plant name, technology, capacity, status, plant proponents, and owner stakes. By building a complete picture, you stay one step ahead of the competition.
• Uncover new business opportunities: Are you in the business of supplying products or services related to the power industry? This report is your guide to identifying lucrative opportunities within the Unigreen Astrakhan Oblast Solar PV Park, showcasing your offerings, and boosting your chances of securing valuable contracts.
• Turbocharge your business development: Time is precious, and we understand that. With this report in your hands, you can save valuable hours that would otherwise be spent tirelessly researching and prospecting. The comprehensive insights provided will expedite your new business development efforts, giving you a head start in seizing exciting opportunities.
• Meet the decision-makers: Get a view of the key stakeholders involved in the Unigreen Astrakhan Oblast Solar PV Park. From developers and equipment manufacturers to contractors, this report introduces you to the key players with whom you can forge valuable connections and unlock exciting collaboration opportunities.

Core details: name, resource type, asset status, stage, owner and equity stakes, operator, product specs, location and terrain.

Operational data: production, start and end dates, reserves and resources, capital and operating costs.

Affiliates: latest news, contractors, consultants, and suppliers.

Key Players

Frequently asked questions.

Data on Unigreen Astrakhan Oblast Solar PV Park report is collected through a hybrid research approach to track power plants across various companies and technologies.

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View prices for your travel dates

Finding an ideal small hotel in Astrakhan does not have to be difficult. Welcome to Dama S Sobachkoi, a nice option for travelers like you.

Dama S Sobachkoi offers guests an array of room amenities including a flat screen TV, air conditioning, and a sofa, and getting online is possible, as free wifi is available.

The small hotel offers a 24 hour front desk and express check-in and check-out, to make your visit even more pleasant. Guests arriving by vehicle have access to free parking.

Nearby landmarks such as Pokrovskiy Cathedral (0.4 mi) and Astrakhan Kremlin (1.3 mi) make Dama S Sobachkoi a great place to stay when visiting Astrakhan.

If you’re looking for a Chinese restaurant, consider a visit to Eurasia, Papa Po. Ist Buffet, or Siyama, which are all conveniently located a short distance from Dama S Sobachkoi.

If you’re looking for things to do, you can check out Sculpture Lady with the Dog (1.1 mi), Astrakhan Dogadina Art Gallery (1.0 mi), or Wedding Palace (0.9 mi), which are popular attractions amongst tourists, and they are all within walking distance.

Dama S Sobachkoi puts the best of Astrakhan at your fingertips, making your stay both relaxing and enjoyable.

• Excellent 1
• Very Good 6
• All languages ( 10 )
• Russian ( 10 )
• English ( 0 )

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

DAMA S SOBACHKOI