By Industry
Hotel Guest Feedback
Hotel guest feedback is a short conversation with a guest after a stay, to understand how they experienced it from booking to departure. It captures what a rating cannot: the small moments that made the stay good or spoiled it. These questions are simple and spoken, suitable for a call, a voice message or a conversation in the guest's browser, and they follow the guest's journey.
17 questions
When to use this template
- One to three days after check-out, while the guest still remembers the stay but is no longer in a hurry.
- After a stay with a known problem, such as a complaint at reception, to find out whether it was resolved.
- For regular or high-value guests, to understand what keeps them coming back and what could change that.
Questions to ask
Booking and arrival
- 01How easy was it to book your stay with us?
- 02How did your arrival and check-in go?
- 03Was your room ready and as you expected when you got there?
The room and the hotel
- 04How would you describe your room, in terms of comfort and cleanliness?
- 05How was the quality of your sleep?
- 06What did you think of the common areas, such as the lobby, the pool or the gym?
- 07Was there anything in your room that did not work or was missing?
Food and services
- 08How was your experience of breakfast and of the restaurant or bar, if you used them?
- 09What did you think of the other services you used?
- 10How helpful was the team when you asked for something?
The people
- 11Was there a member of staff who made a difference to your stay?
- 12Was there a moment when you felt you were not looked after as well as you should have been?
- 13How did the team handle it when something did not go as planned?
Overall and return
- 14What was the best moment of your stay?
- 15If you could change one thing, what would it be?
- 16How does the price compare with what you received?
- 17Would you come back, and would you recommend us to friends or colleagues?
Tips for a useful conversation
- Keep the conversation to a few minutes and say so at the beginning, because guests are busy after travelling.
- Start with a positive, open question so the guest relaxes before they mention any problem.
- Ask about specific moments, such as arrival, the room or breakfast, rather than only for an overall impression.
- If a guest reports a problem, thank them, ask for the details and tell them who will follow it up.
- Share the feedback with the department concerned within days, and tell the guest what changed when it matters.
Mistakes to avoid
- Asking for feedback during the stay or at check-out, when the guest is tired or in a rush.
- Collecting only star ratings with no detail on what happened.
- Ignoring negative comments about the staff and the service because they are hard to hear.
- Never telling guests what has been done with their feedback.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.