Usertick
Start free
Hotel check-out survey template

Make the last step of the stay easy, and catch billing problems early

Four questions for guests who just left: how easy check-out was, whether the bill was correct and clear, whether they got help with luggage or transportation, and anything else they want to say. Use it as it is or change any question, and Usertick reads every written answer for you.

Get started freeAll templates

What this hotel check-out survey tells you

A hotel check-out survey asks about the last minutes of the stay, which guests often remember better than the middle. This template takes under a minute: a customer effort score for check-out, a yes or no on the bill, a yes or no on help with luggage or transportation, and one open question.

It is written for an email shortly after check-out, sent by Usertick to the day's departures, where the first question can be answered inside the message. The same survey runs as a link in the receipt email your own system sends, as a QR code printed on the folio, or as a conversation that asks one question at a time.

Every written answer is read as it arrives and filed under a category from your list, such as price and fees or staff and service, with a type, a sentiment and an urgency, so a billing mistake is flagged while the stay is recent. Results shows the share who found check-out easy and the share who said yes to each question, each against the period before.

In an emailAs a linkOn your websiteAs a conversation
Questions
4
Time to answer
About a minute
Written for
Shortly after check-out, by email to the guests who just left
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 4 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 4 · Customer effort

How easy was check-out?

Why ask it
A long line at the desk or a bill that needs explaining can spoil a good stay at the last step. A scale from very difficult to very easy measures that effort directly.
What you learn
The average on the 1 to 7 scale, the share who found check-out easy and a hard-to-easy bar, compared with the period before.
Make it yours
If you offer express check-out, add a question about how the guest checked out, so you can compare the desk with express.
Question 2 of 4 · Yes / No

Was your bill correct and clear?

Why ask it
A wrong or confusing bill can come back weeks later as a dispute, and the guest is the first to see the mistake. Asking right away lets you correct it while the stay is recent.
What you learn
The share who said yes, against the period before. Select No to filter the page to those guests and read their written answers first.
Make it yours
Add skip logic so a No goes to a short open question about what was wrong, and give those responses an owner in the inbox the same day.
Question 3 of 4 · Yes / No

If you needed help with luggage or transportation, did you get it?

Why ask it
Help with bags or a taxi is the last service a guest receives. The question checks that the bell desk and the front desk were there when guests needed them.
What you learn
The share who said yes, compared with the period before. Select No to see whether those guests also found check-out hard.
Make it yours
Guests who needed no help have no fitting answer to this required question, so make it optional, or ask Did you need help with luggage or transportation? first and skip this one on No.
Question 4 of 4 · Text · Optional

Is there anything else you'd like to tell us before you go?

Why ask it
It is the last chance for guests to say what the other questions missed, such as a lost item, a thank-you for a member of staff or a problem they didn't raise at the desk.
What you learn
Usertick reads each answer as it arrives, files it under a category and a theme, marks it as a complaint, a question, an idea or praise, and flags urgent ones such as a charge the guest doesn't recognize. Results lists the answers by theme, with up to 8 themes and their trends.
Make it yours
Check these answers for lost items every day, since a guest who left a charger behind wants a quick reply.

What the answers show

Results turns each question into numbers you can follow week by week.

How easy was check-out?

The average on its own scale and the share who found it easy, against the period before and by device.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Check-out in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Send it within hours

    Import the day's departures as contacts and send the survey the same afternoon, while the guest is on the way home and the bill is still in mind.

  2. 02

    Route bill problems right away

    On every plan, a workflow posts every No to the bill question to Slack or Microsoft Teams, so the front office manager can check the folio before the guest calls.

  3. 03

    Keep check-out and the stay apart

    Ask about check-out shortly after departure and about the whole stay in a longer survey the next day, or choose one of the two for each guest.

  4. 04

    Print the code on the folio

    For guests who check out at the desk, print the QR code on the folio or the receipt, so they can answer in the taxi.

Customer effort scoreHotel guest surveysEmail surveysCheck out and the bill questions

More customer effort templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
Customer effortReservation and arrivalMeasure how easy it is to book a table and how long guests wait to be seated. Send it after the visit to guests who booked ahead.
Customer effortWorking from the hotelFind out how well your rooms work for business travelers, from Wi-Fi to taking calls. Send it after check-out to guests who booked a business rate.
Customer effortLate check-out requestLearn how guests experience late check-out requests, from asking to the fee. Send it after check-out to guests who asked.
Customer effortTask effort reviewMeasure the effort and time a key task takes, and find the step that slows people down. Show it after someone finishes a long task, such as an import or their first report.

Questions from the library

Browse the question library
  1. Was your bill correct?Yes / No · Check out and the bill
  2. Which charge surprised you?Multiple choice · Check out and the bill
  3. How did you check out?Dropdown · Check out and the bill
  4. Could you get everywhere you needed without help?Yes / No · Getting around the building
  5. Which of these did you need while you were here?Multiple choice · Getting around the building
  6. Which entrance did you use?Dropdown · Getting around the building

Frequently asked questions

Within a few hours of check-out. Usertick has no trigger from your property management system, so send the day's departures from a CSV import, or put the link in the check-out email your own system sends.

Select No in Results to see every guest who said so, with their written answers. Give each response an owner and a status in the inbox, and contact the guest before the charge turns into a dispute.

Three or four. This template asks four and takes under a minute, and the first three are answered with a tap.

Yes. Send it the same way to guests who checked out by express, and add a question that asks how they checked out, so Results can compare the two.

Choose one per guest when you can. This survey covers the last step in under a minute; a longer stay survey the next day covers the room, breakfast and staff.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

Listen better, act faster, and build what truly matters.

Start free, see what your customers mean, and get each answer to the person who can act on it.

Get started freeTalk to sales
  • 150 responses a month on Free
  • Every channel and AI analysis
  • No card needed