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Hotel guest satisfaction survey template

Hear how the whole stay went, from check-in to breakfast

Seven questions for the day after check-out: why guests came, how satisfied they were, how each part of the stay rated, whether they would recommend you and what would have made it better. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this hotel guest satisfaction survey tells you

A hotel guest satisfaction survey asks guests to look back on the whole stay while the trip is still fresh. This template does it in seven questions and about two minutes: the reason for the stay, an overall score, a rating for each part from check-in to value for money, a recommendation score, two open questions and how they booked.

It is written for an email the day after check-out, sent by Usertick to the guests who left the day before, and it opens with a short thank-you for the stay. The same survey runs as a link you add to the check-out 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 room and facilities or staff and service, with a type, a sentiment and an urgency. Results shows the satisfaction score, the NPS and a heat map for each part of the stay against the period before, and selecting Business or Vacation shows how each kind of guest rated you.

In an emailAs a linkOn your websiteAs a conversation
Questions
7
Time to answer
About 2 minutes
Written for
The day after check-out, by email to the guests who 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 7 questions, one by one

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

Question 1 of 7 · Multiple choice

What was the main reason for your stay?

Why ask it
Business travelers and families on vacation judge a hotel by different things, so the reason for the stay explains many of the scores that follow. In the email it can be answered inside the message.
What you learn
A donut with the share and count of each reason, with the typed Other answers listed. Select Business or A family event or wedding to filter the whole page to those guests and compare their scores.
Make it yours
Add the reasons your hotel sees most, such as a conference center nearby or a sports weekend, and keep the list short enough to read at a glance.
Question 2 of 7 · Stars

Overall, how satisfied were you with your stay?

Why ask it
One overall score gives you a number to track from month to month. Asked before the details, it records the guest's impression of the stay as a whole.
What you learn
The average out of 5, a bar for each rating and the share who rated 4 or higher, which is your CSAT, compared with the period before.
Make it yours
On every plan, set an alert for when the share rating 4 or higher drops over a week, so the general manager hears about it before it shows up in public reviews.
Question 3 of 7 · Matrix · Optional

How would you rate the following?

Why ask it
The overall score says how the stay went; this grid says where. Six rows cover the parts guests mention most, from the front desk and the bed to breakfast and the bill.
What you learn
A heat map with a row for each part of the stay and its average, so a weak breakfast or a slow check-out shows as one cool row among warm ones. Compare it with the period before to see whether a fix worked.
Make it yours
Turn on the Not applicable column, so guests who skipped breakfast can say so and their answers stay out of the breakfast average.
Question 4 of 7 · NPS

How likely are you to recommend our hotel to a friend or colleague?

Why ask it
Guests who would recommend you are the ones who return and send friends. Asked after the grid, the score weighs the whole stay with each part fresh in mind.
What you learn
The NPS (promoters minus detractors), a bar of detractors, passives and promoters, the split by device and a score line over time.
Make it yours
Select the detractors in Results and read their answers to the two open questions together, since that is where the fixes are named.
Question 5 of 7 · Text · Optional

What did you enjoy most about your stay?

Why ask it
Praise in the guest's own words tells you what to protect when you change things, and it often names the staff who made the stay.
What you learn
Each answer with its sentiment and theme, filterable by theme, with up to 8 themes and their trends, so the view, the breakfast or the night team can rise to the top.
Make it yours
Share these answers with the team each week, and pass praise for a named person on to their manager.
Question 6 of 7 · Text · Optional

Is there anything we could have done to make your stay better?

Why ask it
A guest who rated the stay well can still have one complaint. Asking what would have made it better invites it politely, along with ideas.
What you learn
Usertick reads each answer as it arrives, files it under a category and a theme, marks it as a complaint, an idea or a question, and flags urgent problems such as a wrong charge. Results lists the answers by theme.
Make it yours
Give each complaint an owner in the inbox, so a note about a noisy room reaches someone who can reply to the guest that day.
Question 7 of 7 · Dropdown · Optional

How did you book your stay?

Why ask it
Guests who booked through a travel site may not know they can book with you directly. The booking channel tells you which guests to invite back, and how.
What you learn
A donut with the share of each booking channel and the typed Other answers, and the shares over time. Select Through a travel booking site to see how those guests rated the stay.
Make it yours
Name the booking sites your guests use most as options, so fewer answers end up under Other.

What the answers show

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

Overall, how satisfied were you with your stay?

The average rating and the share who gave 4 or 5 stars, against the period before.

What was the main reason for your stay?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

How did you book your stay?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

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 Hotel stay 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 the morning after check-out

    Import the previous day's departures as a CSV each morning and send the survey, so every guest hears from you about a day after leaving.

  2. 02

    Print the code on the folio

    Add the QR code to the printed folio or the key card sleeve for guests you have no email address for. The code points to the live survey, so editing a question never needs a reprint.

  3. 03

    Reply to low scores the same day

    On every plan, a workflow posts ratings of 1 or 2 with their comments to Slack or Microsoft Teams, so the duty manager can call the guest while the stay is still recent.

  4. 04

    Read results by reason for stay

    Compare business and vacation guests before you change anything. A slow breakfast or weak Wi-Fi can matter to one group far more than to the other.

CSAT surveysHotel guest surveysEmail surveysSatisfaction questions

More satisfaction templates and questions

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

Templates

Browse all templates
CSATRestaurant visitFind out how guests rated the food, the service and the atmosphere, and whether they'd recommend you. Share it with a QR code on the receipt or by email after a booking.
CSATRoom serviceLearn how guests rated a room service order, from delivery time to the food itself. Send it through the in-room tablet or by text an hour after delivery.
CSATBreakfastLearn how guests rated breakfast, from choice and freshness to service and hours. Send it in the morning, by text or through the in-room screen.
CSATSpa treatmentHear how guests rated their treatment and therapist, and whether they'd book again. Send it an hour after the treatment.

Questions from the library

Browse the question library
  1. How likely are you to recommend us to a friend or colleague?NPS · Satisfaction
  2. How satisfied are you with your overall experience?Stars · Satisfaction
  3. How easy was it to get what you needed?Customer effort · Satisfaction
  4. Did a member of staff go out of their way for you?Yes / No · The people who served you
  5. Which team looked after you best?Multiple choice · The people who served you
  6. What did staff do well?Multiple choice · The people who served you

Frequently asked questions

The day after check-out, when the guest is home or back at work and still remembers the stay. Usertick has no trigger from your property management system, so send each day's departures from a CSV import, or schedule a send up to 30 days ahead.

Enough to cover the stay without tiring the guest. This template asks seven and takes about two minutes, and only three are required: the reason for the stay, the overall score and the recommendation.

Yes, when you have their email address. Import those guests as contacts and send the survey from Usertick, or put the link in the messages your own system sends them after the stay.

Run one survey per hotel, or add a first question that names the hotel and filter Results by that answer. A tag on the link stays with each answer for workflows, Google Sheets and webhooks, but Results doesn't split answers by tag.

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.

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