Hotel guest feedback form: questions and layout

What the form should do

A hotel guest feedback form should help each department see what to fix, and catch problems while the guest is still in the hotel. That means a very short in-stay check and a fuller post-stay form, both in the order the guest experienced the stay.

In-stay check

Send a single question by WhatsApp or SMS on the first evening, with consent.

• "How is your stay so far?" (1 to 5)
• "Is there anything we can fix for you now?" (open)

Route anything below 4 to the duty manager immediately.

Post-stay form

1. "How satisfied were you with your stay overall?" (1 to 5)
2. "How smooth was check-in?" (1 to 5)
3. "Was your room ready at check-in time?" (yes / no)
4. "How clean was your room?" (1 to 5)
5. "How comfortable was the bed?" (1 to 5)
6. "Did everything in the room work (AC, hot water, TV, Wi-Fi)?" (yes / no; if no, what)
7. "How was the noise level in your room?" (1 to 5)
8. "How helpful were staff?" (1 to 5)
9. "How smooth was check-out and billing?" (1 to 5)
10. "What is one thing we should improve?" (open)

Food and beverage (if used)

• "How satisfied were you with breakfast?" (1 to 5, or did not have)
• "How satisfied were you with in-room dining?" (1 to 5, or did not use)
• "How long did room service take?" (bands)

Facilities (if used)

• Pool, gym, spa: "How satisfied were you with [facility]?" (1 to 5, or did not use)
• Events and banquets: a separate form for organisers.
• Parking: "Was parking easy?" (yes / no / did not drive)

Recommendation and contact

• "How likely are you to recommend us to a friend?" (0 to 10)
• "May we contact you about your feedback?" (yes / no)

When to send

Send the post-stay form within a day of check-out, by email or WhatsApp with consent. Pass room type, stay dates, booking channel and purpose (business or leisure) as hidden fields.

Routing by department

• Room cleanliness: housekeeping.
• Room faults: engineering.
• Check-in and billing: front office.
• Breakfast and room service: F&B.
• Anything about safety: duty manager, same day.

Reading results

Cut by room type, floor, day of week and guest type. Room-readiness problems often appear on busy check-in days; noise complaints cluster on certain floors.

Common mistakes

• Waiting until after check-out to hear about problems.
• Long forms with every facility for every guest.
• No department routing.
• No room type or floor data.
• Asking guests to rate us highly on review sites in the same message.

Common questions

Checklist

• In-stay check sent.
• Post-stay form in stay order.
• Conditional F&B and facilities sections.
• Hidden fields for room and stay.
• Department routing.
• Results cut by room type and day.

In short

A hotel guest feedback form works best as a one-question in-stay check plus a short post-stay form in stay order, with conditional sections, department routing and results cut by room type and day.

Doing this with Falcon

Falcon does not run surveys or feedback forms. It analyses the unprompted feedback customers already leave in Google Maps reviews of your locations and Google Play reviews of your app: each review is classified into themes, sub-themes and specific issues from your own taxonomy, with the sentiment of each mention and the exact quote behind it. Guests write detailed Google reviews about rooms, cleanliness, staff and breakfast. Falcon shows negative share for each by property and month, with the quotes behind them, alongside your form results.