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Late check-out survey template

See how late check-out feels to guests, from asking to the fee

Three questions for guests who asked to leave late: whether they got the time they asked for, how easy it was to ask and how fair any fee was. Add an open question for comments, and Usertick reads every written answer for you.

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What this late check-out survey tells you

A late check-out survey follows one request from asking to paying. This template takes about 20 seconds: a yes or no on getting the late check-out the guest asked for, a customer effort score for asking, and a rating from very unfair to very fair for the fee, if there was one.

It is written for an email after check-out to the guests who asked, sent by Usertick to the list you import as contacts, where the first question can be answered inside the message. The same survey runs as a link in the confirmation your own system sends when late check-out is approved, or as a QR code at the front desk.

The template has no open question, so add one when you want comments; Usertick then reads every written answer and files it under a category from your list, such as price and fees or booking and reservations. Results shows the share who got their late check-out, the share who found asking easy and the average fairness of the fee, each against the period before.

In an emailAs a linkOn your websiteAs a conversation
Questions
3
Time to answer
Under a minute
Written for
After check-out, by email to the guests who asked to leave late
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 3 questions, one by one

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

Question 1 of 3 · Yes / No

Did you get the late check-out you asked for?

Why ask it
A guest who asked and was refused remembers it, and so does one who got it. The share of requests granted is the first number to know.
What you learn
The share who said yes, against the period before. Select No to see how those guests rated the ease of asking.
Make it yours
Add skip logic so a No goes to a new open question about what the desk offered instead.
Question 2 of 3 · Customer effort

How easy was it to ask for?

Why ask it
Asking should take one call or one tap. A scale from very difficult to very easy shows whether guests had to chase the front desk or wait until the morning for an answer.
What you learn
The average on the 1 to 7 scale, the share who found it easy and a hard-to-easy bar, compared with the period before.
Make it yours
If guests can ask online, by email or at the desk, add a question for how they asked, so you can see which way is easiest.
Question 3 of 3 · Stars · Optional

If there was a fee, how fair was it?

Why ask it
Late check-out fees can feel like a charge for an empty hour. A rating from very unfair to very fair tells you whether the price matches what guests think the time is worth.
What you learn
The average out of 5, a bar for each rating and the share who rated it 4 or higher. It is optional, so guests who paid nothing can skip it.
Make it yours
If loyalty members get late check-out free, add a question for the member level, so their answers can be read apart from the rest.

What the answers show

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

How easy was it to ask for?

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

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Late check-out request 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

    Keep a list of who asked

    Record the guests who asked for late check-out, with their email addresses, and import the list as contacts each day.

  2. 02

    Send it the same afternoon

    Send the survey a few hours after the guest leaves, while the answer from the desk and the fee are still fresh.

  3. 03

    Test one fee at a time

    Change the fee or the hours for a few weeks, then compare the fairness rating with the period before.

  4. 04

    Answer refusals personally

    Give responses with a No an owner in the inbox, so someone can explain the reason and offer late check-out on the next stay.

Customer effort scoreHotel guest surveysEmail surveysRestaurant and dining questions

More customer effort templates and questions

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

Templates

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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 effortCheck-outMeasure how quick and easy check-out was and catch billing problems early. Send it an hour after check-out.
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 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. How was your meal?Emoji · Restaurant and dining
  2. How would you rate the food?Stars · Restaurant and dining
  3. How would you rate the service?Stars · Restaurant and dining
  4. How easy was it to make your reservation?Customer effort · Booking and arrival
  5. How did you reserve?Dropdown · Booking and arrival
  6. How many minutes did check-in take?Ruler · Booking and arrival

Frequently asked questions

The same day, a few hours after the guest leaves. Usertick has no trigger from your property management system, so import the day's requests as contacts and send, or schedule the send.

Only the guests who asked for late check-out. The questions don't fit anyone else.

Three, in about 20 seconds. The first two are required, and the fee question is optional.

Most requests granted, asking rated easy and the fee rated fair by those who paid one. A low fairness score beside a high share of granted requests points to the price more than the policy.

Yes, on every plan. A workflow posts every No to the front office channel in Slack or Microsoft Teams, or adds each answer to a Google Sheet for the revenue manager.

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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