I’ve discussed [how to address complaints to hotels for the best results](https://onemileatatime.com/guides/how-to-complain-hotel/), particularly when things don’t go as expected. However, in this article, I want to tackle a related subject that’s slightly different — under which conditions is it beneficial to provide feedback upon checking out of a hotel (well, [assuming you do check out](https://onemileatatime.com/insights/check-out-hotel/))? If you’re inquired about your stay, is being candid always advantageous?
I’m interested to know the perspectives of OMAAT readers on this matter…
## How hotels request feedback at check-out
Hotels are currently very focused on obtaining feedback, as they are highly aware of the online reviews that can significantly impact their business.
During check-out from a hotel, I observe that staff typically employ one of four strategies to request feedback (and there are subtle yet critical differences here):
– Some hotels do not inquire about feedback or the overall stay experience.
– Some hotels ask if the stay was satisfactory or acceptable.
– Some hotels inquire about how the stay went.
– Some hotels ask what improvements could have been made.
If you find yourself at a hotel that belongs to that last category, you’re in for a pleasant surprise. It takes courage to ask about potential improvements, as it alters the feedback interaction. Instead of simply wishing for guests to categorize their stay as “fine” or “good,” they genuinely seek insight into what guests think and what could be enhanced. When posed with that question (which is infrequent, in my experience), you can tell the hotel truly values guest input.
Hotels that fall into the second category, which includes a leading question that suggests the stay was acceptable, don’t truly want feedback. They are merely adhering to protocols and hoping you respond affirmatively.
In my view, hotels that fit into the third category present a greater challenge. While it’s beneficial to ask for feedback on how the stay went, the associate must be prepared to act if you express anything beyond “great.” It is inadequate for them to simply say “sorry to hear that” without probing for further detail after receiving constructive feedback.
The staff member should either be prepared to escalate the matter to a manager, document the feedback by requesting specific details, or provide contact information for someone who can assist.
In this context, I actually prefer (and don’t mind) when a hotel opts not to ask about the stay during check-out. This simplifies the process for me. Ultimately, for most hotels, there is an after-stay survey where guests can submit feedback. Thus, while soliciting feedback is beneficial, it is only relevant if action is taken with the responses. If it’s merely a rhetorical gesture, it should not be posed, in my view.
## Do you provide hotel feedback at check-out?
With that discussion concluded, I thought it would be intriguing to explore under which circumstances it makes sense to offer feedback at check-out. Personally, I dislike complaining and will only do so if I feel strongly about an issue and believe my feedback could enhance future guest experiences. “Ruin the place and dismiss everyone” isn’t genuinely useful feedback.
Naturally, I write about hotels and critique them, noting both their positive and negative features (and we all [have our unique grievances and preferences](https://onemileatatime.com/insights/hotel-pet-peeves/)). However, I generally strive to either enjoy my hotel stay as much as possible or decide against returning to a hotel if I don’t enjoy the experience.
Regarding feedback about a subpar hotel stay, I have two differing viewpoints, as I think some matters are worth addressing while on-site and others are better left for later.
If you encounter a small number of specific problems that can be resolved during your visit, and/or if there are non-service issues that can be addressed, I believe it’s valuable to raise those points while on-site and before check-out, so the hotel has a chance to respond and rectify the problems.
This might involve issues with specific staff, being assigned a noisy or unclean room, malfunctioning air conditioning, etc.
Other kinds of problems tend to be more difficult to handle. If you notice a larger, overarching issue that cannot be fixed during your stay, and if you choose not to check out early, then I personally prefer to raise those issues afterward. This includes consistent service problems throughout the stay.