Decide when to ask, use a short template and read responses by property. Leave with ready-made copy, a QR code checklist and a recovery routine you can run before check-out.
Ask while you can still act. A single survey at the end of the stay blends room, service, breakfast and check-out into one score.
The only moment when the problem can still be fixed with the guest on site. Use a short question and a direct path to the front desk.
“How is your stay so far? If something is not right, the front desk can fix it today.”
Measures the full stay while memory is fresh. Keep the QR code visible on the desk or key card holder instead of asking during billing.
“Before you go: from 0 to 10, how likely are you to recommend this property?”
Leaves room for a fuller answer, including departure and transfers. It is also the window when booking platforms invite public reviews.
“Thanks for staying with us. Tell us how it went — your answer guides our next improvement.”
An open channel for guests who prefer to speak up right away. Identify each point so a room issue is not confused with a restaurant issue.
“Something we can improve? Tell us now — it takes under a minute.”
The first measures recommendation, the second explains the score and the third turns the comment into an action for the next stay.
Rollout is complete when a real guest scans, answers and the response lands under the right property and touchpoint — not when the sign looks good at reception.
Create one link and QR code per property and per collection point (room, front desk, restaurant).
Keep the quiet zone around the QR code, use high contrast and avoid patterned backgrounds.
Test on iPhone and Android in the room’s real lighting and at realistic reading distance.
Write the prompt in your main audience’s language and add one link per language if you host international guests.
Do not ask for room number, ID or personal data you will not use to act.
Assign an owner and a review date for material, link and responses at each property.
How is your stay so far?
Point your camera and answer in under a minute.
Recovery changes with the window. What does not change: act on the reason, record what was done and never tie the fix to changing or deleting a review.
Route the alert to whoever is on duty, confirm what happened with the guest and record the fix applied to the room or service.
If there is time and openness, hear the reason at the desk. If not, follow up post-stay with a message about what they actually reported.
Explain what changed or will change. Do not offer a night, upgrade or discount in exchange for a review, its removal or an edit to a public comment.
If you invite promoters to review publicly, offer the same path to low scorers. Filtering by score breaks review platform rules.
Operational examples — results depend on your operation, not on the tool.
Hospitality has seasonality, renovations, events and different guest profiles. Comparing without that context produces a meaningless ranking.
Handle responses from guests still on site first; they have an expiry date.
Tag recurring topics — cleanliness, noise, breakfast, check-in — and assign an owner per topic.
Use the same template and window; record occupancy, works and events next to the number.
Change one operating variable at a time and keep the survey stable so the comparison holds.
NPS = % promoters (9–10) − % detractors (0–6). Passives (7–8) stay in the response base but not in the subtraction.
Calculate NPS with sample dataBooking.com and Tripadvisor prohibit rewards in exchange for reviews and prohibit steering only satisfied guests. Use the survey to learn and act; if you invite public reviews, invite everyone the same way.
Capabilities confirmed in the current product.
Create NPS, CSAT, CES or custom surveys.
Generate a link and QR code per property and touchpoint.
Run a tablet in kiosk mode at reception or in shared areas.
Get detractor alerts and track responses by property in the dashboard.
It depends on the decision. To fix a problem while the guest is still on site, ask after the first night. To measure the full experience, use check-out or the next 24 to 48 hours. Many hotels use both moments with separate links.
NPS tracks recommendation over time and fits the end of the stay. CSAT measures satisfaction with a specific service such as breakfast. CES measures effort and suits check-in and support. You can use more than one as long as each link has a clear purpose.
In a private survey an incentive is possible if disclosed, but it distorts the sample. For public reviews, Booking.com and Tripadvisor prohibit any reward in exchange for a review, including upgrades, discounts and staff bonuses.
Use the same question, window and collection rule across properties, and read response volume alongside the score. With few responses or very different guest profiles, treat the result as a signal, not a ranking.
Closest to the moment you want to measure: room, front desk, restaurant or key card holder. Identify each point so sources stay separate and keep the quiet zone around the code.
Create the survey, generate one QR code per property and validate the flow before printing.
Create a free survey