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Hotel Guest Journey & Satisfaction Survey

Measures guest satisfaction across the full hotel journey—from booking through post-stay—to identify friction points, evaluate perceived value, and predict rebooking likelihood.

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Sample questions

A preview of what’s in the template. Every question is editable before you launch.

20 questions · ~9 min
Q01
Message

Welcome! This survey asks about your most recent stay booked with us. Your participation is voluntary, and you may stop at any time. There are no right or wrong answers—we are interested in your honest opinions. All responses are confidential and will be reported in aggregate to improve our guest experience. This should take about 10 minutes.

Q02
Dropdown

How recently did you complete the stay you booked with us?

  • Within the past week
  • 1–4 weeks ago
  • 1–3 months ago
  • 3–6 months ago
  • More than 6 months ago
  • I have not stayed with you
Q03
Multiple Choice

How did you book this stay?

  • Our website (desktop)
  • Our mobile app
  • Mobile web browser
  • Third-party travel site or app
  • Phone with our support team
  • Other (please specify)
Q04
Opinion Scale

How useful were the pre-trip communications and reminders you received?

Scale: 1 – 7
Min:Not at all usefulMax:Extremely useful
Q05
Opinion Scale

Overall, how fair was the total price you paid for this stay?

Scale: 1 – 7
Min:Very unfairMax:Very fair
Q06
Opinion Scale

How satisfied were you with your overall experience on this trip?

Scale: 1 – 7
Min:Not at all satisfiedMax:Extremely satisfied
Q07
Dropdown

What is your age?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65 or older
  • Prefer not to say
Q08
Message

Thank you for sharing your feedback—it helps us improve the experience for every guest. Safe travels!

Q09
Multiple Choice

What was the primary purpose of this trip?

  • Leisure
  • Business
  • Bleisure (mix of business and leisure)
  • Family or group event
  • Other (please specify)
Q10
Opinion Scale

How easy was it to complete your booking?

Scale: 1 – 7
Min:Very difficultMax:Very easy
Q11
Multiple Choice

Which of the following issues, if any, did you experience during your stay? (Select all that apply)

  • Check-in or check-out process
  • Cleanliness
  • Amenities not as described
  • Noise
  • Wi-Fi or internet connectivity
  • Communication with property staff or host
  • Overbooking or room unavailable
  • Safety or security concerns
  • Other (please specify)
  • No issues
Q12
Ranking

Rank the following from most to least impact on your decision to book with us.

  1. Search results and filter usability
  2. Photo and review quality
  3. Price breakdown clarity
  4. Cancellation and refund policy
  5. Loyalty perks or discounts
Drag to rank
Q13
Opinion Scale

How likely are you to book with us again for a future trip?

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q14
Multiple Choice

Which best describes your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q15
Opinion Scale

How clear was the pricing and fee breakdown during the booking process?

Scale: 1 – 7
Min:Not at all clearMax:Extremely clear
Q16
Dropdown

If you contacted customer support during this trip, how satisfied were you with the assistance you received?

  • Very satisfied
  • Somewhat satisfied
  • Neither satisfied nor dissatisfied
  • Somewhat dissatisfied
  • Very dissatisfied
  • Did not contact support
Q17
AI Interview

We'd like to learn more about your experience. An AI moderator will ask you a couple of follow-up questions based on what you've shared so far.

Q18
Dropdown

Where do you live?

  • United States or Canada
  • United Kingdom or Ireland
  • European Union (non-UK)
  • Asia-Pacific
  • Latin America
  • Middle East or Africa
  • Other
Q19
Opinion Scale

How clear was the cancellation and refund policy during booking?

Scale: 1 – 7
Min:Not at all clearMax:Extremely clear
Q20
Long Text

Based on your responses in this survey, is there anything else you would like to share about your experience or suggestions for improvement?

What’s included

  • AI follow-ups

    Adaptive probes on open-ended answers that pull out detail a static form would miss.

  • Attention checks

    Built-in safeguards against rushed answers and low-quality respondents.

  • AI-drafted copy

    Wording, ordering, and branching written by the AI — tuned to your research goal.

  • Auto report

    Themes, quotes, and a plain-English summary write themselves once responses come in.

Frequently asked questions

What questions are in the “Hotel Guest Journey & Satisfaction Survey” template?

The template includes 20 ready-to-use questions, starting with: “Welcome! This survey asks about your most recent stay booked with us. Your participation is voluntary, and you may stop…” · “How recently did you complete the stay you booked with us?” · “How did you book this stay?”. The full set is previewed above, and every question is editable.

How long does this survey take to complete?

Respondents typically finish the 20 questions in about 9 minutes.

Can I customize this template?

Yes — every question, answer option, and the ordering is editable before you launch. You can add or remove questions, or ask the AI editor to rework the survey around your research goal.

Is this template free to use?

Yes. Open it in the editor and start customizing right away — no account required to try it, and the free plan covers launching your survey.

Ready to launch?

Open this template in the editor. Every part is yours to change before the first respondent sees it.

Use this templateStart free

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