Hotel Check-in Experience Survey
The check-in experience sets the tone for a guest's entire stay. This feedback form helps hotels identify bottlenecks in the arrival process, measure staff performance, and understand first impressions. It captures both quantitative metrics (wait time, effort score) and qualitative feedback (staff friendliness, room readiness). Perfect for hotels focused on improving guest satisfaction scores and operational efficiency at the front desk.
Try the Form
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export function hotelCheckinFeedback(form: FormTs) {
// Hotel Check-in Experience Survey
// Demonstrates: RatingScale (CES), Slider, StarRating, EmojiRating, RadioButton, MatrixQuestion, ThumbRating, Timepicker
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Welcome! How Was Your Check-in?',
computedValue: () => 'Your feedback helps us make every arrival special.',
customStyles: {
backgroundColor: '#0d9488',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Check-in Details
// ============================================
const detailsSection = form.addSubform('details', {
title: 'Your Arrival'
});
detailsSection.addRow(row => {
row.addRadioButton('checkinType', {
label: 'How did you check in?',
options: [
{ id: 'front_desk', name: 'Front Desk' },
{ id: 'mobile', name: 'Mobile Check-in' },
{ id: 'kiosk', name: 'Self-Service Kiosk' },
{ id: 'express', name: 'Express/VIP Check-in' }
],
orientation: 'horizontal',
isRequired: true
});
});
detailsSection.addRow(row => {
row.addTimepicker('arrivalTime', {
label: 'Approximate arrival time'
}, '1fr');
row.addRadioButton('reservationType', {
label: 'Reservation type',
options: [
{ id: 'direct', name: 'Direct booking' },
{ id: 'ota', name: 'Online travel agency' },
{ id: 'corporate', name: 'Corporate/Group' },
{ id: 'loyalty', name: 'Loyalty program' }
],
orientation: 'vertical'
}, '1fr');
});
// ============================================
// SECTION 2: First Impressions
// ============================================
const impressionSection = form.addSubform('impressions', {
title: 'First Impressions',
customStyles: { backgroundColor: '#f0fdfa', padding: '16px', borderRadius: '8px' }
});
impressionSection.addRow(row => {
row.addEmojiRating('firstImpression', {
label: 'Your first impression when entering the lobby',
preset: 'satisfaction',
size: 'lg',
showLabels: true,
alignment: 'center'
});
});
impressionSection.addSpacer({ height: '12px' });
impressionSection.addRow(row => {
row.addThumbRating('wasGreeted', {
label: 'Were you greeted promptly upon arrival?',
showLabels: true,
upLabel: 'Yes',
downLabel: 'No',
size: 'md',
alignment: 'center'
});
});
// ============================================
// SECTION 3: Wait Time
// ============================================
const waitSection = form.addSubform('wait', {
title: 'Wait Time Experience',
isVisible: () => {
const type = detailsSection.radioButton('checkinType')?.value();
return type === 'front_desk' || type === 'kiosk';
}
});
waitSection.addRow(row => {
row.addSlider('waitMinutes', {
label: 'How long did you wait to be served? (minutes)',
min: 0,
max: 30,
step: 1,
defaultValue: 5,
showValue: true,
unit: 'min'
});
});
waitSection.addRow(row => {
row.addRatingScale('waitSatisfaction', {
preset: 'satisfaction',
label: 'How satisfied were you with the wait time?',
size: 'md',
alignment: 'center'
});
});
waitSection.addRow(row => {
row.addCheckbox('wasSeated', {
label: 'Seating was available while waiting',
isVisible: () => {
const wait = waitSection.slider('waitMinutes')?.value();
return wait !== null && wait !== undefined && wait > 5;
}
});
});
// ============================================
// SECTION 4: Staff Experience
// ============================================
const staffSection = form.addSubform('staff', {
title: 'Front Desk Staff',
isVisible: () => {
const type = detailsSection.radioButton('checkinType')?.value();
return type === 'front_desk' || type === 'express';
}
});
staffSection.addRow(row => {
row.addStarRating('staffOverall', {
label: 'Overall staff rating',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'center',
showConfettiOnMax: true
});
});
staffSection.addSpacer({ height: '16px' });
staffSection.addRow(row => {
row.addMatrixQuestion('staffRatings', {
label: 'Rate the staff on:',
rows: [
{ id: 'friendliness', label: 'Friendliness & warmth', isRequired: true },
{ id: 'efficiency', label: 'Speed & efficiency' },
{ id: 'knowledge', label: 'Knowledge & helpfulness' },
{ id: 'appearance', label: 'Professional appearance' }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'excellent', label: 'Excellent' }
],
striped: true,
fullWidth: true
});
});
staffSection.addSpacer({ height: '12px' });
staffSection.addRow(row => {
row.addTextbox('staffName', {
label: 'Staff member name (if you remember)',
placeholder: 'Help us recognize great service'
});
});
// ============================================
// SECTION 5: Check-in Process Effort
// ============================================
const effortSection = form.addSubform('effort', {
title: 'Check-in Ease'
});
effortSection.addRow(row => {
row.addRatingScale('effortScore', {
preset: 'ces',
label: 'How easy was the check-in process overall?',
size: 'md',
alignment: 'center',
isRequired: true
});
});
effortSection.addSpacer({ height: '16px' });
effortSection.addRow(row => {
row.addCheckboxList('effortIssues', {
label: 'Did you experience any of these issues?',
options: [
{ id: 'reservation', name: 'Reservation not found' },
{ id: 'id_issues', name: 'ID verification problems' },
{ id: 'payment', name: 'Payment processing issues' },
{ id: 'system_slow', name: 'Slow computer system' },
{ id: 'wrong_room', name: 'Wrong room type assigned' },
{ id: 'upgrade', name: 'Upgrade confusion' },
{ id: 'early_arrival', name: 'Room not ready (early arrival)' },
{ id: 'none', name: 'No issues - smooth process' }
],
orientation: 'vertical'
});
});
// ============================================
// SECTION 6: Room Assignment
// ============================================
const roomSection = form.addSubform('room', {
title: 'Room Assignment'
});
roomSection.addRow(row => {
row.addThumbRating('gotRequestedRoom', {
label: 'Did you receive the room type you booked?',
showLabels: true,
upLabel: 'Yes',
downLabel: 'No',
size: 'md',
alignment: 'center'
});
});
roomSection.addRow(row => {
row.addRadioButton('roomLocation', {
label: 'Are you satisfied with your room location?',
options: [
{ id: 'very_satisfied', name: 'Very satisfied' },
{ id: 'satisfied', name: 'Satisfied' },
{ id: 'neutral', name: 'Neutral' },
{ id: 'dissatisfied', name: 'Dissatisfied' }
],
orientation: 'horizontal',
isVisible: () => roomSection.thumbRating('gotRequestedRoom')?.value() === 'up'
});
});
roomSection.addRow(row => {
row.addTextarea('roomIssue', {
label: 'What was the issue with your room?',
placeholder: 'Tell us what went wrong so we can make it right...',
rows: 2,
isVisible: () => roomSection.thumbRating('gotRequestedRoom')?.value() === 'down'
});
});
// ============================================
// SECTION 7: Information Provided
// ============================================
const infoSection = form.addSubform('info', {
title: 'Information & Orientation'
});
infoSection.addRow(row => {
row.addSuggestionChips('infoProvided', {
label: 'What information were you given at check-in?',
suggestions: [
{ id: 'wifi', name: 'WiFi details' },
{ id: 'breakfast', name: 'Breakfast info' },
{ id: 'amenities', name: 'Hotel amenities' },
{ id: 'restaurants', name: 'Dining options' },
{ id: 'checkout', name: 'Checkout time' },
{ id: 'local', name: 'Local recommendations' },
{ id: 'none', name: 'None provided' }
],
alignment: 'center'
});
});
infoSection.addRow(row => {
row.addThumbRating('infoSufficient', {
label: 'Was the information provided sufficient?',
showLabels: true,
upLabel: 'Yes',
downLabel: 'Needed more',
size: 'md',
alignment: 'center',
isVisible: () => {
const info = infoSection.suggestionChips('infoProvided')?.value() || [];
return info.length > 0 && !info.includes('none');
}
});
});
// ============================================
// SECTION 8: Additional Comments
// ============================================
const commentsSection = form.addSubform('comments', {
title: 'Additional Feedback'
});
commentsSection.addSpacer({ height: '8px' });
commentsSection.addRow(row => {
row.addTextarea('additionalComments', {
label: 'Any other comments about your check-in experience?',
placeholder: 'Share any additional thoughts, suggestions, or compliments...',
rows: 3,
autoExpand: true
});
});
// ============================================
// SECTION 9: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Feedback Summary',
isVisible: () => effortSection.ratingScale('effortScore')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const checkinType = detailsSection.radioButton('checkinType')?.value();
const firstImpression = impressionSection.emojiRating('firstImpression')?.value();
const wasGreeted = impressionSection.thumbRating('wasGreeted')?.value();
const waitMinutes = waitSection.slider('waitMinutes')?.value();
const staffRating = staffSection.starRating('staffOverall')?.value();
const effortScore = effortSection.ratingScale('effortScore')?.value();
const gotRoom = roomSection.thumbRating('gotRequestedRoom')?.value();
const typeLabels: Record<string, string> = {
'front_desk': 'Front Desk',
'mobile': 'Mobile Check-in',
'kiosk': 'Self-Service Kiosk',
'express': 'Express/VIP'
};
const impressionLabels: Record<string, string> = {
'very-bad': '😢 Poor',
'bad': '😕 Below Average',
'neutral': '😐 Neutral',
'good': '😊 Good',
'excellent': '😃 Excellent'
};
let summary = `🏨 Check-in Feedback Summary\n`;
summary += `${'═'.repeat(28)}\n\n`;
if (checkinType) {
summary += `📋 Check-in Type: ${typeLabels[checkinType] || checkinType}\n`;
}
if (firstImpression) {
summary += `👁️ First Impression: ${impressionLabels[firstImpression] || firstImpression}\n`;
}
if (wasGreeted !== null && wasGreeted !== undefined) {
summary += `👋 Greeted Promptly: ${wasGreeted === 'up' ? 'Yes' : 'No'}\n`;
}
if (waitMinutes !== null && waitMinutes !== undefined && (checkinType === 'front_desk' || checkinType === 'kiosk')) {
summary += `⏱️ Wait Time: ${waitMinutes} minutes\n`;
}
if (staffRating !== null && staffRating !== undefined) {
summary += `⭐ Staff Rating: ${'⭐'.repeat(staffRating)} (${staffRating}/5)\n`;
}
if (effortScore !== null && effortScore !== undefined) {
let effortLabel = effortScore <= 2 ? 'Difficult' : effortScore <= 4 ? 'Moderate' : effortScore <= 5 ? 'Easy' : 'Very Easy';
summary += `\n🎯 Ease Score: ${effortScore}/7 (${effortLabel})`;
}
if (gotRoom !== null && gotRoom !== undefined) {
summary += `\n🛏️ Got Requested Room: ${gotRoom === 'up' ? 'Yes' : 'No'}`;
}
return summary;
},
customStyles: () => {
const effortScore = effortSection.ratingScale('effortScore')?.value();
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (effortScore !== null && effortScore !== undefined) {
if (effortScore >= 6) {
return { ...baseStyles, backgroundColor: '#d1fae5', borderLeft: '4px solid #10b981' };
} else if (effortScore >= 4) {
return { ...baseStyles, backgroundColor: '#fef3c7', borderLeft: '4px solid #f59e0b' };
} else {
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
}
return baseStyles;
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Feedback',
isVisible: () => effortSection.ratingScale('effortScore')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: () => {
const effortScore = effortSection.ratingScale('effortScore')?.value();
if (effortScore !== null && effortScore !== undefined && effortScore >= 6) {
return 'Thank you! Enjoy your stay!';
}
return 'Thank you for your feedback';
},
message: () => {
const effortScore = effortSection.ratingScale('effortScore')?.value();
const gotRoom = roomSection.thumbRating('gotRequestedRoom')?.value();
if (gotRoom === 'down') {
return "We're sorry about the room issue. Our front desk team has been notified and will reach out to assist you.";
}
if (effortScore !== null && effortScore !== undefined && effortScore <= 3) {
return "We're sorry the check-in wasn't smooth. We've noted your feedback and will work to improve. Please contact our front desk if you need any assistance.";
}
return "We appreciate your feedback! It helps us provide the best possible experience for all our guests. Enjoy your stay!";
}
});
}
Frequently Asked Questions
When should I send the check-in survey?
Send within 30-60 minutes of check-in while the experience is fresh. Consider a trigger based on room key activation or property management system events. Avoid sending during late night check-ins (after 10 PM) - save for next morning.
How do I improve low check-in satisfaction scores?
Analyze wait time data and staff at peak hours accordingly. Offer mobile check-in to reduce lobby congestion. Train staff on warm welcomes and efficiency. Address room readiness issues with housekeeping. Consider check-in kiosks for express service.
What's a good check-in wait time benchmark?
Industry standard is under 5 minutes for regular check-in, under 2 minutes for loyalty members. Luxury properties should target under 3 minutes with personalized service. Economy hotels may accept up to 10 minutes but should offer seating.
Should I include upsell feedback in check-in surveys?
Keep check-in surveys focused on the arrival experience. Upsell satisfaction (room upgrades, amenity offers) can be touched briefly but deserves a separate survey. Asking too much about sales in service surveys can skew results.
How do I handle negative check-in feedback?
Set up real-time alerts for low scores (under 3 stars). Have duty manager reach out within 2 hours of negative feedback. Offer service recovery (room upgrade, amenity) before issues compound. Document and address systemic issues in staff meetings.