Checklist template

Hotel Guest Satisfaction & Feedback

A ready-to-use checklist with 31 items in 5 sections, covering In-Stay & Post-Stay Surveys, Online Review Management, Net Promoter Score (NPS), Complaint Analysis & Resolution, Feedback Loop & Training. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 5 Sections
  • 31 Items
  • 25 Yes / No checks
  • 5 Scored ratings
  • 264 Points

Use this template How audits work

1. In-Stay & Post-Stay Surveys 6 items

  1. Are QR codes for digital surveys visible in guest rooms and the lobby? Yes / No 8 pts
  2. Is the post-stay survey sent within 24 hours of checkout? Yes / No 10 pts
  3. Does the survey include a field for "Staff Recognition"? Yes / No 7 pts
  4. Is the survey completion rate at or above the monthly target? Yes / No 9 pts
  5. Are survey results reviewed in the daily morning huddle? Yes / No 10 pts
  6. Survey Engagement: Rating
    • High Participation 10 pts
    • Low Response Rate 5 pts
    • Data Not Used 0 pts

2. Online Review Management 6 items

  1. Are 100% of negative reviews responded to within 48 hours? Yes / No 10 pts
  2. Does the management response address specific guest concerns? Yes / No 9 pts
  3. Are 4- and 5-star reviews acknowledged and thanked? Yes / No 6 pts
  4. Is there a "Social Proof" board in the staff room showing top reviews? Yes / No 7 pts
  5. Are common complaints from reviews logged in the CAPA system? Yes / No 10 pts
  6. Reputation Status: Rating
    • Proactive/Engaged 10 pts
    • Reactive/Delayed 5 pts
    • Neglected 0 pts

3. Net Promoter Score (NPS) 6 items

  1. Is the current NPS score prominently displayed for management? Yes / No 8 pts
  2. Are "Passives" (7-8) analyzed for opportunities to become Promoters? Yes / No 9 pts
  3. Is there a specific follow-up process for "Detractors" (0-6)? Yes / No 10 pts
  4. Is NPS data segmented by department (Front Desk, F&B, etc.)? Yes / No 10 pts
  5. Has the NPS trended upward or remained stable over the last 90 days? Yes / No 7 pts
  6. NPS Health: Rating
    • Strong Loyalty 10 pts
    • Neutral/Stagnant 5 pts
    • Declining 0 pts

4. Complaint Analysis & Resolution 6 items

  1. Is every guest complaint logged in the digital property management system? Yes / No 10 pts
  2. Are staff empowered to provide "Recovery Gifts" up to a set value? Yes / No 9 pts
  3. Is there a weekly "Top 3 Issues" report shared with department heads? Yes / No 10 pts
  4. Was the guest contacted 24 hours after a resolution to ensure satisfaction? Yes / No 8 pts
  5. Are recurring technical issues (e.g., WiFi) escalated to Maintenance? Yes / No 7 pts
  6. Service Recovery: Rating
    • Full Resolution 10 pts
    • Repeated Failures 5 pts
    • No Tracking 0 pts

5. Feedback Loop & Training 7 items

  1. Are monthly "Guest Satisfaction" awards given to top-performing staff? Yes / No 7 pts
  2. Does the training manual reflect actual guest feedback trends? Yes / No 9 pts
  3. Are "Guest Experience" scores linked to department head KPIs? Yes / No 10 pts
  4. Is there a monthly "Deep Dive" meeting focused on sentiment data? Yes / No 8 pts
  5. Are photos of "Perfect Room Setup" updated based on guest praise? Yes / No 6 pts
  6. Continuous Improvement: Rating
    • Data-Driven Culture 10 pts
    • Inconsistent Action 5 pts
    • No Follow-through 0 pts
  7. Final summary Comments

About this template

This checklist is part of the Bindy template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In Bindy you can add photos, assign corrective actions, require sign-off and compare results across sites.

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