Best questions for hotel guest survey about mobile app experience

Here are some of the best questions for a hotel guest survey about mobile app experience, plus tips on how to design questions that get real insights. You can generate your own tailored survey in seconds with Specific and start collecting actionable feedback right away.

Best open-ended questions for hotel guest survey about mobile app experience

Open-ended questions give us richer, more detailed feedback. They're best when we want guests to share their unique thoughts, describe real experiences, or surface unanticipated ideas. Especially when testing a hotel’s app, these questions help uncover what really works—or what’s missing. Here are ten of the most insightful open-ended questions for hotel guest surveys about mobile app experience:

1. What features of the hotel’s mobile app did you find most helpful during your stay?

2. Can you describe any difficulties you faced while using the app?

3. How did the app make your check-in and check-out process easier or harder?

4. What, if anything, surprised you about the app’s services or functionality?

5. Were there any moments when you wished the app could do something it didn’t?

6. How did the mobile app affect your overall impression of the hotel?

7. Tell us about a time when you used the app to interact with hotel staff or services.

8. How did the app influence your decision to book additional services or amenities?

9. What would you improve or change about the app to make future stays better?

10. Is there anything you’d like us to know about your experience with the mobile app?

These questions work well because they’re specific enough to guide guests, but open enough to discover unexpected feedback. We’ve seen from recent trends that guests strongly value self-serve and app-based experiences—nearly 90% of travelers now prefer that their hotel offers a way to manage their stay fully via mobile app [1]. This makes it crucial that our questions go deeper than “Did you like it?” to really understand usage and friction points.

Best single-select multiple-choice questions for hotel guest survey about mobile app experience

Single-select multiple-choice questions are perfect when we want quantified answers or when starting a conversation with guests who might prefer easy choices over long explanations. These structured questions allow us to analyze data at scale and spot patterns, such as feature adoption or pain points. Also, sometimes short options are less intimidating for guests with limited time, letting us collect useful trends that we can dig deeper into with follow-ups.

Question: How did you primarily use the hotel’s mobile app during your stay?

• Booking and reservations

• Mobile check-in/check-out

• Ordering room service or amenities

• Accessing hotel information/facilities

• Other

Question: How easy was it to navigate the hotel’s mobile app?

• Very easy

• Somewhat easy

• Somewhat difficult

• Very difficult

Question: Did using the app improve your overall hotel experience?

• Yes, significantly

• Yes, somewhat

• No difference

• No, made it worse

When to follow up with “why?” We almost always want to ask “why?” after a closed question—especially after a surprising answer (like “very difficult” navigation). Follow-ups like “What specifically made the app difficult to use?” help us get actionable feedback rather than just statistics.

When and why to add the “Other” choice? Always have “Other” if the guest might have used the app for something unexpected. When they pick it, follow-ups like “Can you tell us more about how you used the app?” uncover valuable surprises—features we never imagined or overlooked needs.

NPS: Measure loyalty with a single question

We love using the Net Promoter Score (NPS) question for hotel guest mobile app experience surveys. NPS measures how likely guests are to recommend your hotel—giving you a benchmark for satisfaction, but also signaling how the app shapes loyalty. This matters because 78% of travelers say they’re more likely to return to a hotel with comprehensive app services [2]. To collect NPS in a few clicks, try our NPS survey for hotel guests about mobile app experience—it automatically includes smart follow-up questions for promoters and detractors.

The power of follow-up questions

If we want truly useful feedback, automated follow-up questions change the game. Instead of letting guests give vague or incomplete answers, our surveys can probe gently—just like a skilled interviewer. At Specific, our AI system asks real-time followups based on a guest’s reply, resulting in conversations that go beyond static forms. Read more in our overview of dynamic AI follow-up questions.

• Hotel Guest: “The mobile check-in worked, but I had some issues.”

• AI follow-up: “Could you tell us more about the issues you faced with mobile check-in?”

These followups happen in real time, collecting a more complete story—so we aren’t left guessing what “issues” really means.

How many followups to ask? Usually, two or three carefully chosen follow-ups are enough to clarify or expand on any answer—without burdening the guest. With Specific, you set follow-up intensity and can enable a “skip” setting to move on after collecting what’s needed.

This makes it a conversational survey: The whole flow feels natural—like a helpful chat, not an interrogation—making guests more comfortable and responsive.

AI survey response analysis: Even with all this rich free-text, you can easily analyze all responses using AI, surfacing common themes or pain points instantly—no need for hours of manual reading.

Automated follow-up questions are a new, powerful way to get real insights—try generating your own survey and experience just how much deeper you can go.

How to write a great prompt for ChatGPT to generate hotel guest survey questions about mobile app experience

AI is a handy tool for generating survey questions, especially if you know how to prompt it. Start simple, then add details:

Ask the AI for open-ended questions like this:

Suggest 10 open-ended questions for Hotel Guest survey about Mobile App Experience.

But, the more context you give, the smarter the results. For example:

I’m building a survey for hotel guests who recently used our mobile app for check-in, room service, and information. We want to understand how easy the app felt, what features were used, plus any pain points. Suggest 10 insightful questions—mix of open and multiple-choice—to get honest feedback that will help us improve.

After that, organize your questions by prompt:

Look at the questions and categorize them. Output categories with the questions under them.

Then, focus on what matters most:

Generate 10 questions for categories App Usability, Booking & Check-in, and App Improvements.

This stepwise approach clarifies what you actually care about—and ensures your AI-generated survey is organized and purposeful. You can also build custom prompts with tools like our AI survey generator for even faster results.

What is a conversational survey?

A conversational survey isn’t a cold list of questions; it’s a two-way, chat-like exchange. The AI acts like a smart interviewer, responding to each answer, probing for details, and adapting for clarity. This boost in engagement helps get better quality, more complete feedback from hotel guests using your app.

Here’s how AI survey creation compares to building surveys manually:

Why use AI for hotel guest surveys? Hotel guests want low-effort, personalized service—and so do we as researchers. With AI, surveys feel friendly and smart, probe gently, and adapt questions to each guest’s flow. This is perfect for gathering honest feedback about modern hotel apps, where expectations for speed and convenience are especially high. You can see a practical AI survey example or find more ideas on our step-by-step guide to creating surveys.

Specific is built as the leading platform for conversational surveys, making the experience seamless for both you and your guests. With the ability to chat, follow up, and analyze—all in one place—Specific streamlines survey creation, response collection, and analysis, so you can focus on what matters: acting on real guest feedback.

See this mobile app experience survey example now

Create your own guest experience survey in moments, use powerful automated follow-ups, and uncover exactly how guests feel about your hotel’s mobile app—all with one simple tool.