Here are some of the best questions for a hotel guest survey about loyalty program experience, plus pro tips for creating your own. With Specific, you can generate high-quality hotel guest loyalty surveys in seconds.
Best open-ended questions for a hotel guest survey on loyalty program experience
Open-ended questions invite guests to share honest, detailed feedback in their own words. These are especially valuable when you want to understand why guests feel a certain way, surface unmet needs, or spot trends that multiple choice questions might miss. Given that 50% of members feel programs don’t deliver the promised value [2], open-ended prompts can uncover the underlying reasons driving both loyalty and disappointment. Here are ten effective questions for your survey:
What motivated you to join our loyalty program?
Can you describe the most memorable loyalty benefit you've received during your stays?
How could our loyalty program better match your travel preferences or lifestyle?
Tell us about a time when our loyalty program exceeded or fell short of your expectations.
What types of rewards or experiences would you like to see added to our program?
How do you usually interact with our loyalty program (app, website, front desk)?
What suggestions do you have to simplify using your loyalty benefits?
Which aspects of the loyalty program make you feel valued as a guest?
If you could change one thing about the loyalty program, what would it be?
Is there anything stopping you from using your loyalty benefits more often?
Open-ended questions like these not only yield richer responses but can also trigger insightful follow-up questions. Specific’s conversational engine is built to maximize these moments and obtain the full context you'll need for better decisions. To dive even deeper into survey creation techniques, check our detailed guide on hotel guest loyalty program survey creation.
Best single-select multiple-choice questions for a hotel guest survey on loyalty program experience
Single-select multiple-choice questions are perfect when you need to measure frequency, popularity, or quickly categorize feedback. They work best for quantifying preferences and establishing benchmarks—making it easier to spot trends and segment guest responses. For hotel guest loyalty surveys, use them to break the ice or clarify key points before diving into deeper conversation. If respondents struggle to answer open-ended questions, these can get the feedback flowing.
Question: How satisfied are you with the overall value provided by our loyalty program?
Very satisfied
Somewhat satisfied
Neutral
Somewhat dissatisfied
Very dissatisfied
Question: What is your preferred way to access loyalty benefits?
Hotel's mobile app
Hotel website
Front desk staff
Other
Question: Which type of reward motivates you most to book your next stay?
Room upgrades
Exclusive experiences (spa, tours, dining)
Free nights
Discounted rates
Other
When to follow up with "why?" Use a follow-up "why?" whenever a guest chooses an extreme or unexpected answer (like "Very dissatisfied" or "Other"). This helps you capture the story or rationale behind their choice, which is often more actionable than the selection itself. For example, after someone chooses "Front desk staff" as their preferred way to access benefits, you could ask: "Why do you prefer using the front desk instead of our app or website?"
When and why to add the "Other" choice? Always include "Other" if guests might have diverse preferences or your program offers custom rewards. This gives guests space to share ideas you haven’t anticipated. The follow-up to "Other" often brings forward unexpected insights that can inspire future program innovations.
NPS question for hotel guest loyalty program experience
Net Promoter Score (NPS) is a tried-and-true method for measuring guest loyalty and advocacy. It asks, “How likely are you to recommend our hotel’s loyalty program to a friend or colleague?” Guests respond on a scale from 0 (not at all likely) to 10 (extremely likely). NPS matters for loyalty program surveys because it quickly tells you who your true fans and critics are—allowing for strategic follow-ups to address pain points or expand successful features. You can build a tailored NPS survey for hotel guests in moments with Specific. NPS also fits nicely into quarterly check-ins or post-stay surveys to track satisfaction trends over time.
The power of follow-up questions
Follow-up questions are where the real magic happens. By responding conversationally to your guest’s initial reply, you can clarify specifics, uncover what’s behind a piece of feedback, and invite guests to elaborate details they may otherwise leave out. This is where Specific truly shines, thanks to its AI-powered follow-up questions that feel like a thoughtful interviewer is always on hand.
Automated follow-ups save hours you’d otherwise spend chasing guests via email, and they help turn simple forms into dynamic, living conversations. Responses feel more natural—and insights are much deeper.
Hotel Guest: "I wish using my points was easier."
AI follow-up: "Could you describe what makes using your points difficult? Is it the booking process, the app, or something else?"
Without a follow-up, you might simply note “ease of use” and move on. With AI-powered interviews, you get to the heart of the issue and can prioritize the exact improvement your guests want.
How many follow-ups to ask? Generally, 2-3 well-crafted follow-up questions are enough to dig deep without survey fatigue. Specific’s survey logic allows you to set when to skip further probing—typically once you’ve gathered the clarity or detail you needed for that answer. This keeps the experience smooth and efficient.
This makes it a conversational survey: Your survey will flow like a natural dialogue, which respondents find less tedious—and often more engaging—than static forms.
AI survey response analysis: Even with a mountain of unstructured text, it’s fast and simple to analyze responses using AI. See how AI-powered survey analysis works and why it accelerates your path to insight.
Automated follow-up questions are changing survey research—try generating a loyalty program experience survey and see how much more you can learn when the AI asks the right next question. Build your custom survey instantly with Specific.
How to prompt ChatGPT or GPTs for hotel guest loyalty program experience survey questions
If you want to create or expand your own hotel guest loyalty program survey, start simple: Ask the AI to suggest a batch of open-ended questions. For example:
Suggest 10 open-ended questions for Hotel Guest survey about Loyalty Program Experience.
AI responds best when you provide extra context: describe your guest demographic, key goals, or challenges you’re trying to solve. For instance:
Suggest 10 open-ended questions for Hotel Guest survey about Loyalty Program Experience. Our hotel mainly serves frequent business travelers and we want to know what would make the loyalty program more appealing to Gen Z guests who value personalized and digital rewards.
Get more organized by grouping questions into themes. Prompt:
Look at the questions and categorize them. Output categories with the questions under them.
Review the categories, pick your priority topics (like redemption process, program benefits, member engagement) and then ask:
Generate 10 questions for categories Digital Access and Personalized Rewards.
Iterating like this with AI-driven tools—or with Specific’s AI-powered survey editor—can rapidly refine your survey design.
What is a conversational survey?
Conversational surveys transform the feedback experience. Instead of bombarding guests with rigid forms, the survey feels like a genuine chat—listening, asking thoughtful follow-ups, and responding in real time. For loyalty program experience, this format increases comfort, makes it easy to qualify or clarify responses, and helps guests share detail they otherwise might not.
Here’s a simple comparison to highlight the benefits:
Manual Survey | AI-Generated Conversational Survey |
|---|---|
Static forms with one-size-fits-all questions | Dynamic, adapts to guest’s responses in real time |
No context or clarification on vague answers | Follow-ups probe for specifics, context, and clarifications |
Slower to build; often repetitive and generic | Rapidly generated based on your unique needs and goals |
Manual analysis of qualitative data | AI distills key insights instantly for faster decision-making |
Why use AI for hotel guest surveys? You’ll get deeper, more actionable insights in less time—plus a survey experience your guests actually enjoy. AI survey examples consistently show higher completion rates thanks to personalized interaction and intelligent probing. Try the AI survey generator to see the difference for yourself.
Specific leads the field in conversational surveys, combining a best-in-class user experience with powerful AI-powered features for both survey creators and respondents. We know that when surveys feel smoother and more human, you unlock far more valuable feedback. Explore our full tutorial on creating surveys for hotel guests and loyalty programs for a step-by-step walkthrough.
See this loyalty program experience survey example now
Experience how quickly you can collect rich, actionable feedback—with smart follow-ups and AI-powered analysis—by trying a hotel guest loyalty program survey through Specific. See how easy it is to spot trends, discover guest needs, and keep your loyalty program ahead of guest expectations.