Hotel stay questions that show what brings a guest back
Ask guests about the whole stay, from the room and the staff to why they came and how they booked. Each question below comes with when to ask it and what the answer tells you.
What hotel guest survey questions tell you
Hotel guest survey questions ask about the stay as a whole once the guest has left: the score they would give it, which part of the stay made that score, and whether they would come back or recommend you. Most guests who had an average stay never write a review or say anything at the desk, so a short survey is often the only place you hear about it.
Send these questions the day after checkout, while the room and the staff are still fresh in mind. Pick four to six for an email survey: one score, the grid for each part of the stay, the reason for the trip and one open question. Keep the full set for a longer survey you send a few times a year.
Each written answer is read as it arrives and filed under a category and theme from your own list, with a sentiment and an urgency, in whatever language the guest writes in. A complaint about a broken shower reaches its owner in the inbox before the praise for breakfast does.
- Questions
- 12
- Best asked
- The day after checkout
- Industry
- Hospitality
- Where to find them
- From library in the Usertick survey editor, on every plan
The 12 hotel stay questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
The score for the whole stay
Start with one headline number, then ask whether the guest would return or recommend you, so you can follow the stay week by week.
- 01Stars
How would you rate your stay overall?
One star rating for the whole stay. Put it first so every guest leaves a score, even one who stops there. Results shows the average and the share who rated 4 or higher, compared with the period before.
- 04NPS
How likely are you to recommend the hotel?
The standard recommend question on a 0 to 10 scale. Results shows the score with promoters, passives and detractors; ask it at the same point every time so the number stays comparable month to month.
- 03Yes / No
Would you stay with us again?
A plain yes or no on returning. Select No in Results to filter the page to those guests and read what they said about the room and the staff.
Which part of the stay made the score
These questions show where the score came from, from the room and the staff to the facilities the guest used.
- 02Matrix
Rate each part of your stay
Rates the room, the staff, cleanliness and food on one grid. The heat map shows which row pulls the overall rating down, so you know whether to talk to housekeeping or the kitchen first.
- 10Emoji
How did you feel when you arrived in your room?
The first impression of the room on a row of faces. Read it beside the cleanliness row of the grid: a low face with a good cleanliness score usually points to size, view or noise.
- 09Big scale
How well did the hotel match its photos?
How closely the hotel matched its photos, from 1 to 10. A low average points to listings that oversell the room or the view, which sets up a disappointing arrival before anything goes wrong.
- 12Multiple choice
Which facilities did you use?
Lists the facilities a guest used, with several picks allowed. Results shows a bar with the share for each, which tells you which facilities earn their running cost and which few guests touch.
Who stayed and how they booked
Ask why the guest came, how they booked and how long they stayed, then compare the scores of each group in Results.
- 05Multiple choice
What was the purpose of your trip?
Sorts business travelers from vacationers, families and wedding guests. Select a purpose in Results to see how that group rated the stay, since a stopover guest and a couple on vacation want different things.
- 06Dropdown
How did you book?
Shows which booking path each guest used. Compare guests who booked on your own website with those from booking sites before you spend more on commission or on your booking engine.
- 11Number
How many nights did you stay?
The number of nights stayed, from 1 to 90. Results shows the median and the middle half; use it to check whether one-night guests and longer stays rate the hotel differently.
In the guest's own words
End with the high point and the one thing to fix, so the guest names what the numbers can't.
- 07Text
What was the best moment of your stay?
An open question for the high point of the stay. These answers give you the moments to keep, and the staff names guests mention are worth passing on to the team.
- 08Text
What should we fix before your next visit?
Asks for the one thing to fix before the next visit, which reads as an invitation and draws out specific problems. Each answer gets a theme and a sentiment, so repeated complaints about noise or one room type stand out.
Tips for asking about hotel stay
Small choices that get honest, useful answers.
- 01
Send it the day after checkout
Guests answer best within a day of leaving. Schedule the email in daily batches, since Usertick has no automatic send when a guest checks out in your property system.
- 02
Track one headline score
Pick the star rating or the recommend question as the number you follow, and keep it in the same place each month so the comparison with the period before stays fair.
- 03
Give every fix an owner
Assign each answer to the open question about what to fix to the person who can fix it, and set its status in the inbox when the work is done.
- 04
Tag each property
When you run more than one hotel, put a tag for the property on the survey link. The tag is kept with each answer for workflows, Google Sheets and the API.
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 hotel stay
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
The day after checkout. Usertick sends to a contact list now or on a date you schedule up to 30 days ahead, with no automatic send when a guest checks out, so send in daily batches or put the link in your own thank-you email.
Yes, for the star rating, the recommend question, the yes or no questions, the faces, multiple choice and dropdown questions. The grid, the number of nights and the open questions open on the survey's own page.
Four to six. Start with the overall rating, add the grid for each part of the stay and the reason for the trip, and end with one open question.
Yes. Put the survey's QR code in the room or at the front desk, and guests answer on the hosted page from their phone. Keep the in-stay version to two or three questions about the room and the staff.
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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