Guest feedback isn’t just a pat on the back or a source of occasional constructive criticism — it’s a treasure trove of insights that can shape a hotel’s future. But getting guests to share their thoughts? That requires creativity, effort, and the right tools. This article explores 12 innovative ways to gather valuable feedback, seamlessly weaving in how technology like Hoop can enhance the process while keeping the focus on your guests.
1. Real-time QR code surveys
QR codes are a gateway to instant guest feedback. Place them strategically in high-touch areas like dining tables, bedside counters, or poolside loungers. These surveys work best when they’re brief and context-specific, such as “How did you find the dessert menu?” or “Rate your check-in experience.”
How it works with Hoop. With tools like Hoop, QR feedback links can instantly sync with your operational systems. Imagine a guest reporting slow service during dinner. Hoop ensures this insight reaches your team immediately, so they can address it before the guest leaves the table. It’s not just feedback — it’s actionable data, captured at the perfect moment.
How it works with Hoop. With tools like Hoop, QR feedback links can instantly sync with your operational systems. Imagine a guest reporting slow service during dinner. Hoop ensures this insight reaches your team immediately, so they can address it before the guest leaves the table. It’s not just feedback — it’s actionable data, captured at the perfect moment.
2. Concierge-led feedback collection
A concierge isn’t just a guide — they’re the pulse of guest sentiment. Encourage concierges to initiate feedback conversations naturally. For example: “Did our new spa treatment meet your expectations?” These direct chats often yield deeper insights than surveys.
How it works with Hoop. Hoop’s guest request tracker amplifies this by allowing concierges to log real-time feedback during their interactions. If a guest mentions they loved the spa but found the music too loud, the team can adjust the ambiance immediately. This mix of human touch and technology ensures that no detail slips through the cracks.
How it works with Hoop. Hoop’s guest request tracker amplifies this by allowing concierges to log real-time feedback during their interactions. If a guest mentions they loved the spa but found the music too loud, the team can adjust the ambiance immediately. This mix of human touch and technology ensures that no detail slips through the cracks.
3. Personalised post-checkout surveys
Checkout isn’t the end of a guest’s journey — it’s the perfect opportunity to learn from it. A personalised post-stay survey tailored to their experiences — like dining, spa services, or room comfort—feels more engaging than a generic “Rate your stay” email.
How it works with Hoop. With Hoop, survey questions can be customised based on guest profiles. A couple who dined at your rooftop bar might be asked, “What did you enjoy most about the evening?” Personalisation increases completion rates and yields more relevant feedback, providing insights you can act on immediately to refine future guest experiences.
How it works with Hoop. With Hoop, survey questions can be customised based on guest profiles. A couple who dined at your rooftop bar might be asked, “What did you enjoy most about the evening?” Personalisation increases completion rates and yields more relevant feedback, providing insights you can act on immediately to refine future guest experiences.
4. Themed feedback cards
A festive approach to feedback sparks creativity. During holidays, create themed cards asking guests fun questions: “What’s your favourite Christmas cocktail?” or “What gift would you suggest for Santa’s stay?” Place these in rooms or at dining tables, and add a QR code for a digital option.
How it works with Hoop. Hoop’s task management module can bring this idea to life by turning guest suggestions into actionable plans. If multiple guests request mulled wine at your Christmas buffet, Hoop can flag it for the F&B team, ensuring those ideas become delightful additions to your offerings.
How it works with Hoop. Hoop’s task management module can bring this idea to life by turning guest suggestions into actionable plans. If multiple guests request mulled wine at your Christmas buffet, Hoop can flag it for the F&B team, ensuring those ideas become delightful additions to your offerings.
5. Pre-checkout text messages
Timing is key when collecting feedback. As guests prepare to check out, send them a thoughtful SMS: “Before you leave, we’d love to hear about your stay!” The simplicity and immediacy of text messaging make it a powerful tool for capturing raw, actionable insights.
How it works with Hoop. Hoop’s messaging module makes it seamless to automate these messages. You can personalise texts based on the guest’s stay, whether it’s a business traveller leaving a conference or a family enjoying their holiday. Feedback gathered through this channel often highlights real-time preferences that help refine services for future stays.
How it works with Hoop. Hoop’s messaging module makes it seamless to automate these messages. You can personalise texts based on the guest’s stay, whether it’s a business traveller leaving a conference or a family enjoying their holiday. Feedback gathered through this channel often highlights real-time preferences that help refine services for future stays.
6. Social media prompts
Social media is brimming with guest feedback — sometimes you just need to guide the conversation. Encourage guests to share photos, stories, or tips about your hotel using a branded hashtag. A simple Instagram caption, like “What was the highlight of your stay?” can work wonders.
How it works with Hoop. Platforms like Hoop help you monitor these tags and extract insights, such as which amenities guests rave about most. For example, if several posts feature your sunset-view terrace, that might signal an opportunity for a “Golden Hour” cocktail menu or a photography package for visitors.
How it works with Hoop. Platforms like Hoop help you monitor these tags and extract insights, such as which amenities guests rave about most. For example, if several posts feature your sunset-view terrace, that might signal an opportunity for a “Golden Hour” cocktail menu or a photography package for visitors.
7. Suggestion walls
Guests often have fantastic ideas that go unshared. Set up a suggestion wall in the lobby, encouraging them to post ideas or feedback. Make it digital by adding a tablet or interactive screen for a modern twist.
How it works with Hoop. With Hoop’s analytics module, these suggestions can be digitised, categorised, and shared with the appropriate teams. For instance, if guests frequently suggest extending pool hours, this insight can inform operational changes. Suggestion walls turn passive feedback into a collaborative effort to enhance guest satisfaction.
How it works with Hoop. With Hoop’s analytics module, these suggestions can be digitised, categorised, and shared with the appropriate teams. For instance, if guests frequently suggest extending pool hours, this insight can inform operational changes. Suggestion walls turn passive feedback into a collaborative effort to enhance guest satisfaction.
8. Staff-driven insights
Your staff interact with guests daily — they’re a goldmine of indirect feedback. Equip them to collect insights during casual conversations. A housekeeper could ask, “Is the room temperature comfortable?” or “Would you like more amenities stocked?”
How it works with Hoop. Hoop’s task tracking system ensures these comments don’t vanish into thin air. Instead, they’re logged and acted upon promptly. This empowers your team to be active participants in shaping the guest experience while fostering a proactive service culture.
How it works with Hoop. Hoop’s task tracking system ensures these comments don’t vanish into thin air. Instead, they’re logged and acted upon promptly. This empowers your team to be active participants in shaping the guest experience while fostering a proactive service culture.
9. Custom loyalty rewards for feedback
Guests love rewards — why not offer loyalty points for completing detailed surveys? For example, incentivise post-stay feedback with points redeemable for future visits or complimentary amenities.
How it works with Hoop. With Hoop’s guest engagement tools, this can be automated seamlessly. Guests complete the survey, points are added to their profile, and you gain valuable insights. This approach not only boosts survey participation but also reinforces brand loyalty, ensuring guests feel valued at every touchpoint.
How it works with Hoop. With Hoop’s guest engagement tools, this can be automated seamlessly. Guests complete the survey, points are added to their profile, and you gain valuable insights. This approach not only boosts survey participation but also reinforces brand loyalty, ensuring guests feel valued at every touchpoint.
10. Holiday pop-ups for feedback
Holiday markets or themed pop-ups are excellent for collecting casual feedback. Set up a booth offering seasonal treats in exchange for quick comments. For instance, “Share your thoughts on our festive decor, and enjoy a free hot cocoa!”
How it works with Hoop. Using Hoop’s service reporting feature, these insights can be analysed to improve future events. Guests feel involved in creating their holiday magic, and hotels gain actionable takeaways for subsequent seasons.
How it works with Hoop. Using Hoop’s service reporting feature, these insights can be analysed to improve future events. Guests feel involved in creating their holiday magic, and hotels gain actionable takeaways for subsequent seasons.
11. Collaborative upselling feedback
Upselling isn’t just about revenue — it’s a feedback goldmine. Offer guests add-ons like wine tastings or spa bundles, then follow up with questions like, “What would make this package even better?”
How it works with Hoop. Hoop’s task manager can align teams to implement suggested improvements. If multiple guests suggest adding a guided tour to your wine tasting experience, it can be incorporated quickly. This strategy blends feedback with revenue growth, ensuring both guests and hotels benefit.
How it works with Hoop. Hoop’s task manager can align teams to implement suggested improvements. If multiple guests suggest adding a guided tour to your wine tasting experience, it can be incorporated quickly. This strategy blends feedback with revenue growth, ensuring both guests and hotels benefit.
12. Interactive workshops or classes
Offer guests experiences like cooking classes, cocktail workshops, or art sessions. Then ask for feedback on the event: “What other activities would you like to see?”
How it works with Hoop. Hoop’s analytics can track popular suggestions, enabling you to curate future activities that align with guest interests. These events not only enhance the guest experience but also create a direct feedback loop tied to memorable interactions.
How it works with Hoop. Hoop’s analytics can track popular suggestions, enabling you to curate future activities that align with guest interests. These events not only enhance the guest experience but also create a direct feedback loop tied to memorable interactions.
Conclusion
Feedback doesn’t have to feel transactional. By embedding it into the guest experience — through thoughtful interactions, creative prompts, and strategic technology — you can make it an integral part of your operations. Platforms like Hoop help amplify these efforts, ensuring that every comment transforms into actionable insights. Remember, feedback isn’t just about improving services; it’s about building a stronger, more connected relationship with your guests.
