Updated 5 min readBy the Custovra team
Hotels have two chances to hear from guests: during the stay, when you can still fix a problem, and after checkout, when the guest can judge the whole experience. Most hotels only use the second. Adding a short in-stay form is one of the most practical improvements a hotel or guesthouse can make.
Here are 40 guest feedback questions organised by stage of the stay, followed by two sample forms you can use straight away.
In-stay or post-stay?
| In-stay feedback | Post-stay feedback | |
|---|---|---|
| When | During the stay, by QR code in the room or at reception | After checkout, usually by email |
| Best for | Fixing problems while the guest is still there | Judging the stay as a whole |
| Length | 2 to 5 questions | 5 to 10 questions |
| Typical questions | "Is there anything we can fix right now?" | "Would you stay with us again?" |
Use both if you can. If you only add one, add in-stay feedback, because it is the one you can act on before a disappointed guest leaves.
Arrival and check-in questions
- How would you rate your check-in experience? (1 to 5 stars)
- How long did you wait to check in? (Under 5 min / 5 to 15 min / Over 15 min)
- Was your room ready when you arrived? (Yes / No)
- Did our team explain the hotel facilities clearly? (Yes / No)
- How easy was it to find us? (1 to 5 stars)
- Did you receive the room type you booked? (Yes / No)
Room and housekeeping questions
- How clean was your room on arrival? (1 to 5 stars)
- How comfortable is your bed? (1 to 5 stars)
- How would you rate the bathroom? (1 to 5 stars)
- Is everything in your room working? (Yes / No, with a comment)
- How quiet is your room at night? (1 to 5 stars)
- How would you rate housekeeping during your stay? (1 to 5 stars)
- Is the Wi-Fi fast enough for what you need? (Yes / No)
- Is there anything missing from your room?
Food and beverage questions
- How would you rate breakfast? (1 to 5 stars)
- How was the variety of food on offer? (1 to 5 stars)
- How would you rate our restaurant? (1 to 5 stars)
- How would you rate room service? (1 to 5 stars, or Not used)
- Were your dietary needs catered for? (Yes / No / Not applicable)
- How would you rate the bar? (1 to 5 stars, or Not used)
Facilities questions
- How would you rate the pool? (1 to 5 stars, or Not used)
- How would you rate the gym? (1 to 5 stars, or Not used)
- How would you rate the spa? (1 to 5 stars, or Not used)
- How clean were the shared areas? (1 to 5 stars)
- Was parking easy? (Yes / No / Not applicable)
Staff and service questions
- Which team member helped you most during your stay? (choose from a list)
- How friendly was our team? (1 to 5 stars)
- How quickly were your requests handled? (1 to 5 stars)
- Did our team go out of their way for you? (Yes / No, with a comment)
- How well did our team answer your questions? (1 to 5 stars)
Checkout and overall questions
- How would you rate your stay overall? (1 to 5 stars)
- How smooth was checkout? (1 to 5 stars)
- How would you rate the value for money? (1 to 5 stars)
- How likely are you to recommend us to a friend? (0 to 10)
- Would you stay with us again? (Yes / Maybe / No)
- What was the highlight of your stay?
- What one thing would have made your stay better?
- What was the purpose of your trip? (Business / Leisure / Family / Event / Other)
- How did you book? (Our website / Phone / Travel agent / Booking site)
- Can we contact you about your feedback? (optional email or phone)
Sample in-stay form (4 questions)
Place this on the room information card and at reception:
- How is your stay so far? (1 to 5 stars, required)
- Is there anything we can fix for you right now? (comment)
- Which team member helped you? (staff field, optional)
- Room number (optional, so we can follow up)
Sample post-stay form (6 questions)
- How would you rate your stay overall? (1 to 5 stars, required)
- How clean and comfortable was your room? (1 to 5 stars)
- How would you rate our team? (1 to 5 stars)
- How would you rate breakfast? (1 to 5 stars, or Not used)
- How likely are you to recommend us to a friend? (0 to 10)
- What one thing would have made your stay better? (comment)
Where to place QR codes in a hotel
- The in-room information card or welcome letter
- A small stand on the desk or bedside table
- The bathroom mirror, for housekeeping feedback
- Reception, for guests waiting to check in or out
- Restaurant and breakfast tables
- Spa, pool and gym desks
Use a separate form for each department or property so every team sees its own results. Our step-by-step QR code guide covers print size and testing.
Turning guest feedback into action
- Send in-stay feedback to the duty manager by email so problems are fixed during the stay.
- Review the previous day's feedback at the morning briefing.
- Share praise for named team members with the whole team.
- Track room cleanliness and breakfast ratings weekly. They often move first when standards slip.
- Reply to complaints with contact details. See how to respond to customer complaints.