A hotel guest feedback survey that tells each team what to fix
A post-stay survey is useful when each answer lands with the team that can act on it: housekeeping, the front desk, maintenance, food. A rating alone does not do that. The questions below are split by department so the follow-up goes to the right person.
What should hotels ask first?
| Ask | Why it matters |
|---|---|
| What was the purpose of your stay: business, leisure, an event, or something else? | Business and leisure guests judge the same room differently. |
| How was your stay overall? | One rating to sort the stays worth reading first. |
| How were the room and its cleanliness when you arrived? | Housekeeping can act on a specific room the same day. |
| Did anything in the room not work: the shower, the air conditioning, the Wi-Fi, the TV? | A broken fixture is a maintenance ticket, not a mood. |
| How were check-in and check-out? | The front desk is the first and last thing every guest sees. |
| Did you eat or drink at the hotel, and how was it? | It separates food and beverage from the room. |
| Would you stay with us again? | The answer that decides whether the guest comes back. |
If an answer would not change what you do next, leave the question out. Each extra question is one more reason for someone to stop before they finish.
Ask for the room number or booking reference only if you will use it to fix something. Guests write more freely when they are not asked to identify themselves first.
Which answers come back too vague to use, and what do you ask next?
The answers that cause a phone call are rarely missing. They are present and too loose to act on. A narrower follow-up, asked straight away while the person is still there, usually settles them. Offering likely answers shows the person the level of detail you need.
| What comes back | The follow-up that settles it |
|---|---|
| “It was okay.” | Was there one thing that would have made it a stay you would recommend? |
| “The room wasn’t clean.” | What did you notice: the bathroom, the floor, the bed, or something left from a previous guest? |
| “It was noisy.” | Was that from the street, the hallway, a neighboring room, or the building itself? |
Follow up once per gap, then move on. If an answer is still unclear after one follow-up, flag it for whoever picks the request up rather than pressing.
When is a call or a visit still the right move?
A guest who reports a safety problem, a theft or something that went seriously wrong should hear from a manager directly and quickly. Every other answer goes to the team that owns it, and the guests who said they would not come back are the ones to reply to first.
How do you set this up from the Post-purchase satisfaction survey template?
Acquainto has a Post-purchase satisfaction survey template to start from. After you sign up, open Browse templates, pick Post-purchase satisfaction survey, and it lands in the editor as a draft you can change before anything is published.
This template is close to the job. It asks for a rating of the purchase, how likely the customer is to buy again, what could be improved (shipping speed, product quality, customer service, website experience or pricing) and anything else, and branches on a poor rating: an unhappy guest is asked what went wrong and whether they would like a follow-up. Replace the improvement choices with room, cleanliness, front desk, food and value, add the stay purpose and the not-working question, and send it the day after check-out.
To see it from the other side, answer a demo built from the questions on this page. It is a demo: your answers come to Acquainto, not to a business, so leave out real names and contact details.
Acquainto runs it as a short written conversation instead of a form. It:
- asks a follow-up when an answer is incomplete, and asks for clarification when one is vague;
- uses a structured choice where precision matters and open conversation where detail matters;
- shows the person every answer before it is sent, so they correct their own mistakes;
- hands back one clean value per question, delivered to your own systems by webhook.
The person answering needs no account, and nothing has to be scheduled. Start free trial, see how it works, or compare plans.