Arrival questions that show how the first hour of a stay went
Ask guests how booking went, how long check-in took and whether the room was ready. Each question below comes with when to ask it and what the answer tells you.
What booking and check-in survey questions tell you
Hotel booking and check-in survey questions cover the part of a stay that sets the tone for everything after it: how easy the reservation was, how long the guest stood at the desk, whether the room was ready and whether their requests were honored. A guest who waits an hour for a room carries that wait into every rating that follows.
Ask the arrival questions on the evening of check-in or the next morning, with a QR code in the room or a link in a welcome email, and keep it to three or four while the guest is settling in. Ask the reservation questions right after booking, on your booking page or in the confirmation email, and keep the expected arrival and contact questions for a pre-arrival email.
Each written answer gets a category, a theme, a sentiment and an urgency as it arrives, so a guest whose room wasn't ready or whose request was forgotten can hear from the front office manager before checkout.
- Questions
- 14
- Best asked
- The evening of check-in
- Industry
- Hospitality
- Where to find them
- From library in the Usertick survey editor, on every plan
The 14 booking and arrival questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
Making the reservation
Ask how hard booking was, which channel the guest used and how sure they felt it was right, so you can compare channels.
- 01Customer effort
How easy was it to make your reservation?
A customer effort score for making the reservation, on a 7-point scale. Results shows the average and the share who found it easy; ask it right after booking, while the steps are fresh.
- 02Dropdown
How did you reserve?
Which channel the guest used to reserve. Select a channel in Results to see its effort score, since a hard booking on your own website costs you direct bookings.
- 12Big scale
How confident were you that the booking was correct?
How sure the guest was that the booking was right, from 1 to 10. A low average points to unclear confirmation emails or details that changed between a booking site and your system.
The first hour at the hotel
The facts of check-in and how they felt, from the wait at the desk to the first thing the guest noticed.
- 04Yes / No
Was your room ready when you arrived?
A yes or no on room readiness. Select No in Results to see how those guests rated the welcome and how arrival felt, since a late room colors the rest of the stay.
- 03Ruler
How many minutes did check-in take?
Minutes spent checking in, on a ruler from 0 to 30. Results shows the median and the middle half, a fairer read than the average when a tour group arrives at once.
- 05Stars
How welcoming was the front desk?
A star rating for the welcome at the desk. Read it beside the check-in minutes: a long wait with a warm welcome reads very differently from a quick one with a cold welcome.
- 07Yes / No
Did we honor your special requests?
Asks whether special requests were honored, such as a high floor or a crib. A guest who asked and was forgotten remembers it, so give each No an owner in the inbox before checkout.
- 11Emoji
How did arrival feel?
How arrival felt, on a row of faces. Put it after the facts of check-in, as the guest's summary of them; Results shows each face with its share.
- 08Text
What was the first thing you noticed on arrival?
An open question on the first thing the guest noticed. These answers show what the lobby and the room say before anyone speaks, from a fresh smell to a dusty windowsill.
- 09Date
What time did you arrive?
Asks when the guest arrived. As a date question, Results shows a calendar of picked dates, so it records the day more than the hour; change it to a dropdown of time slots if the hour matters.
What would make arrival easier
Ask what guests would change and which trade-offs they accept before you add online check-in or an early arrival fee.
- 06Multiple choice
What would speed up arrival?
Lets guests pick what would speed up arrival, with several picks allowed. Results shows a bar per option; keep Nothing in the list so guests with a smooth arrival aren't pushed into a wish.
- 10This or that
For check-in you prefer
Two choices: checking in at the desk or on the phone, and an early room for a fee or the standard time. Results shows a split bar per pair, which helps before you charge for early check-in.
Before the guest arrives
Use these two in a pre-arrival email to plan rooms and to know who to contact about the booking.
- 13Date
What time do you expect to arrive?
Asks when the guest expects to arrive, so housekeeping can plan which rooms to ready first. Use it in a pre-arrival email, and switch it to a dropdown of time windows if you need the hour.
- 14Contact
Who should we contact about your booking?
Collects a name and an email for questions about the booking. Results lists them in a table; use it in the pre-arrival survey and leave it out of the one after arrival.
Tips for asking about booking and arrival
Small choices that get honest, useful answers.
- 01
Ask on the evening of arrival
A QR code in the room or a link in a welcome email reaches guests once they have settled in. At the desk itself, the guest is still waiting for a key.
- 02
Split booking from arrival
Ask about the reservation right after booking and about arrival after check-in, so each set reaches the guest while the moment is fresh.
- 03
Fix a late room before checkout
Give every No on room readiness or special requests an owner in the inbox, so the front office can make it right during the stay.
- 04
Compare booking channels
Ask how the guest reserved, then compare the effort score for each channel before you change your booking engine or your listings.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about booking and arrival
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
On the evening of arrival or the next morning. Put the survey's QR code in the room or send the link in a welcome email, and keep it to three or four questions.
Yes. A popup or a survey inside your confirmation page can ask about the reservation right after it is made. From Starter, or on 1 survey on Free, the survey can open when the booking form is submitted.
Yes, by email. Usertick sends to a contact list now or on a date you schedule up to 30 days ahead, so a pre-arrival survey can ask for the arrival time and a contact.
Three or four during the stay: whether the room was ready, the welcome at the desk, how arrival felt and one open question.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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