About post-stay survey questions
To set up and customise the questions on your property's Post-stay feedback survey, go to Guest Engagement > Feedback > Survey.
Keep your survey between five to ten questions. Too many questions might discourage guests from completing the survey. In addition to standard questions about check-in and room quality, here are some useful questions to consider.
Add a contact permission question
Add this question at the end of your survey to show guests you value their feedback and want to address any concerns. This allows you to follow up personally with guests about their experience, which can help improve your property's reputation.
To create a contact permission question:
Go to Guest Engagement > Feedback > Survey.
Click Add question.
Select Multiple options (radio).
Enter the question text "Would you like us to follow up with you about your feedback?".
Add "Yes" and "No" as answer options.
Click Add question again.
Select Short text.
Enter something similar to "If yes, please provide the best contact details to reach you and we will be in touch shortly".
Find out why guests choose your property
Understanding why guests stay with you helps tailor your offers and marketing. This information can help you adjust your upsell offers and target your marketing more effectively.
To add this question:
Go to Guest Engagement > Feedback > Survey.
Click Add question.
Select Multiple options (radio).
Enter "What kind of stay was this?".
Add these answer options (for example):
Holiday
Celebration (birthday, anniversary)
Stay for a local event (wedding, concert, conference)
Business trip
Something else
Recognise excellent service
Create a question to identify staff who deliver outstanding service. This feedback helps boost team morale and lets you recognise staff members who go above and beyond for your guests.
To add a staff recognition question:
Go to Guest Engagement > Feedback > Survey.
Click Add question.
Select Short text.
Enter "Were there any staff members who went above and beyond during your stay? If so, we would love to know about them!".
Get detailed feedback on ratings
Rating scales help you track performance over time, but understanding why guests chose a specific rating is even more valuable. Adding a follow-up question to rating scales helps you identify specific issues that need attention.
To create a rating question with follow-up:
Go to Guest Engagement > Feedback > Survey.
Click Add question.
Select Rating scales.
Enter "How was your check-in experience?".
Click Add question again.
Select Short text.
Enter "Why did you choose this rating?".
Ask about the room experience
The room is a crucial part of every guest's stay and they're guaranteed to have an opinion about it. Getting specific feedback about rooms helps you identify areas for improvement and understand what guests value most.
To create a room feedback question:
Go to Guest Engagement > Feedback > Survey.
Click Add question.
Select Multiple options (radio).
Enter "Would it be okay if we publish your feedback on our social channels and public website?".
💡 Configure which guests receive your post-stay feedback survey in Guest Engagement > Feedback > Settings.