Here are some of the best questions for a hotel guest survey about problem resolution—and tips on how to create them. With Specific, you can build conversational surveys in seconds that go far beyond traditional forms.
Best open-ended questions for hotel guest problem resolution surveys
Open-ended questions let hotel guests share the full context of their experience. They’re perfect for discovering the real story behind satisfaction—or complaints—letting guests explain what truly matters to them. This is especially useful since 80% of hotel guests say that quick resolution is a top priority when issues arise [1]. Use open-ended prompts when you want authentic feedback and details you might otherwise miss. Here are 10 of the best:
Can you describe a problem you experienced during your stay and how it was handled?
How did our staff respond when you raised an issue or concern?
Was there anything we could have done differently to improve the resolution process for you?
What made you feel satisfied or dissatisfied with how your problem was resolved?
Did you need to ask more than once for help resolving your issue? If so, can you tell us more?
How would you describe your overall communication with our team during the problem resolution?
If your issue wasn’t fully resolved, what prevented it from being fixed?
Were there any unexpected positive or negative outcomes after reporting your problem?
What suggestions do you have to help us resolve guest issues more quickly in the future?
Is there anything else you want us to know about your problem resolution experience?
Best single-select multiple-choice questions for hotel guest problem resolution surveys
Single-select multiple-choice questions are great when you need to quantify responses or want to start a conversation—a simple nudge makes it easier for guests to quickly share what happened. Sometimes, guests find it less daunting to pick a choice, then you can dig deeper with follow-up questions to get more context. Here are three focused questions:
Question: How satisfied were you with how your issue was resolved?
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
Question: How quickly was your problem resolved?
Within an hour
Same day
Next day
More than one day
Issue was not resolved
Question: What best describes your interaction with our staff when resolving the problem?
Very helpful
Helpful
Neutral
Not helpful
Other
When to follow up with "why?" Multiple-choice can uncover patterns, but a quick "Why did you feel this way?" as a follow-up unlocks actionable insight. For instance, if a guest selects "Dissatisfied," following up with a personalized "Can you tell us more about what didn’t meet your expectations?" helps you get beneath the surface, making the survey feel like a genuine conversation rather than just a form.
When and why to add the "Other" choice? If you’re worried your options miss something unique, always add “Other.” The follow-up prompt lets guests describe their situation in their own words—often surfacing needs or stories you never predicted. Automated followups in conversational surveys allow you to capture and analyze these surprises.
NPS-type question: Is it right for hotel guest problem resolution?
Net Promoter Score (NPS) asks: “How likely are you to recommend our hotel to a friend or colleague, based on how we resolved your issue?” NPS is great for understanding overall loyalty and the impact of your problem-solving. Hotels using NPS can quickly see if their resolution process enhances or harms the guest’s willingness to recommend. In fact, a 0.4 correlation has been observed between hotel employee engagement and guests’ intent to recommend, which can mean thousands in additional revenue for every satisfied guest [2]. If you want to try an NPS-style survey instantly, this template is ready to launch.
The power of follow-up questions
Conversational surveys unlock true insights by using smart, real-time follow-up questions. With automated follow-ups, you can clarify details, dig deeper, and gather richer feedback—all within the same conversation. This is a huge leap from static forms or old-school email follow-ups, which are often ignored or lead to missing context.
Hotel guest: “My problem was fixed eventually.”
AI follow-up: “Can you share what ‘eventually’ meant for you? Was there anything frustrating about the process?”
How many followups to ask? For most surveys, 2–3 follow-ups are enough to draw out full context without overburdening guests. Specific lets you set the desired follow-up intensity and automatically skips to the next question once you have the information. This ensures your conversations are effective but always respectful of your guests’ time.
This makes it a conversational survey. Each guest feels like they’re having a real chat, not just ticking boxes. This conversational approach is key to higher engagement and deeper feedback.
AI analysis of open-ended answers—even when answers are long or unstructured, AI-powered survey response analysis makes summarizing and extracting trends easy. See our detailed guide on analyzing responses from hotel guest surveys for more.
Try generating a survey with followups and experience how much more you discover about your guests’ needs compared to traditional forms.
How to prompt ChatGPT (or any AI) to create better hotel guest survey questions
Writing quality prompts gives you much better results from AI survey tools. You can start simply with:
Suggest 10 open-ended questions for hotel guest survey about problem resolution.
But for truly tailored output, add context about your hotel, the audience you serve, or what you’re aiming for—AI loves details. For example:
We’re a boutique hotel focused on business travelers. Suggest 10 open-ended questions for a guest survey about how quickly and effectively problems are resolved, specifically looking for insights to improve our front desk and housekeeping processes.
Next, have the AI organize and refine:
Look at the questions and categorize them. Output categories with the questions under them.
Finally, focus on areas that matter most to you:
Generate 10 questions for the categories “staff responsiveness” and “communication clarity.”
What is a conversational survey? Why use an AI survey generator?
Conversational surveys are interactive, chat-like interviews where guests answer questions in a natural sequence, with real-time followups guiding the flow. This approach differs dramatically from traditional, static surveys—making the process more personal and less transactional. Here’s how they stack up:
Manual Survey (Traditional) | AI-Generated Conversational Survey |
---|---|
Static forms with predefined questions | Dynamically adapts questions & follow-ups in real-time |
Often ignored or perceived as tedious | Feels like a friendly chat; higher response rates |
Manual analysis, prone to bias, slow to interpret | AI summarizes, tags, and analyzes results instantly |
Difficult to clarify ambiguous answers | AI probes, clarifies, and gathers context automatically |
Why use AI for hotel guest surveys? AI survey generators like Specific are built for speed and depth—helping you launch custom surveys in minutes, with automated probing and instant analysis. This means less admin for your team and more actionable insights. AI can even help you customize tone and logic so your survey fits your brand and guest expectations perfectly. Specific’s AI survey builder makes creating conversational surveys fast and easy. If you want step-by-step guidance, check out how to create a hotel guest survey about problem resolution here.
Specific offers best-in-class user experience for conversational surveys, making feedback seamless and even enjoyable for both the hotel team and your guests.
See this problem resolution survey example now
Explore a conversational survey that uncovers what truly matters to your hotel guests and how you’re handling their issues—see deeper insights, save time, and deliver experiences that boost revenue and loyalty. Create your own survey and start unlocking real guest feedback now!