28 Airbnb Survey Questions to Improve Guest Experience

Booking Experience Survey

Why & When to Use This Survey

No matter how charming your listing, guests can bail at the last moment over a clunky booking process. By launching a Booking Experience Airbnb survey right after reservation confirmation, you get to the heart of what works (and what doesn’t) in Airbnb’s checkout flow.

Your guests are the perfect QA testers. Their fresh perspective catches payment headaches, buggy screens, or anything that blocked a smooth process. Immediate feedback lets you optimize your info, clarify next steps, and squash any booking doubts that risk losing sales.

On top of that, addressing friction upfront reduces booking abandonment. Smooth bookings are a direct ticket to higher conversion rates, which push your listing up the Airbnb ranks.

Make it playful: ask if a coupon code would have sweetened the deal or if there was a “trust” moment that convinced them to click “book now.” These answers are your blueprint for rolling out the red carpet.

Sample Questions

1. How simple was it to complete your booking on Airbnb?
2. Did you find all the info you needed before making your reservation?
3. Did you have any trouble with payment methods or coupon codes?
4. What made you decide to book our place instead of others?
5. Did you experience any issues with Airbnb’s website or app while booking?
6. Did you feel secure sharing your payment info with Airbnb?
7. Would a welcome message have helped you feel more confident in your booking?

A 2020 study applying innovation resistance theory found that the strongest barrier to purchasing via online travel agencies—including Airbnb—was perceived lack of benefits, with privacy/security concerns also significantly inhibiting booking intentions (sciencedirect.com)

Post-Stay Customer Satisfaction Survey

Why & When to Use This Survey

If you ever needed a rock star in your toolkit, it’s the classic Airbnb customer satisfaction survey. This is your prime moment to measure how guests really felt.

By sending it 12 to 24 hours after checkout (before Airbnb sends its own review prompt), you hit the sweet spot: memories are fresh, but they’re not busy moving on. You want unfiltered, honest responses about value, comfort, and whether they’d bring friends next time.

The secret benefit? You discover what makes guests rave—and where you can step up to earn the next 5-star review.

A great Airbnb customer satisfaction survey builds trust by showing you genuinely care about feedback, not just ratings. Plus, spotting patterns in responses clues you in on upgrades that matter most.

Sample Questions

1. On a scale of 1 to 10, how would you rate your overall experience at our Airbnb?
2. How likely are you to recommend our Airbnb to a friend or colleague?
3. Did our place meet, exceed, or fall short of your expectations?
4. Was the value for money what you expected?
5. What’s one thing that could have made your stay even better?
6. How was your experience with check-in and check-out processes?
7. Would you consider staying with us again on your next visit?

Amenities & Cleanliness Improvement Survey

Why & When to Use This Survey

First impressions count. Sending an Airbnb survey a night into a longer stay (or mid-stay for short visits) means you’ll catch issues before they pile up.

This is your chance to deep dive into the world of sheets, towels, Wi-Fi, and coffee-makers—those unsung heroes that separate “fine” from “fantastic.” Granular Airbnb survey questions in this section help you zap annoyances before they become a rant in your review section.

Plus, when guests feel heard about the small things, overall satisfaction soars. Fixes mid-stay can earn you a “wow” versus the dreaded “it was okay.”

On top of that, these questions let you double-check that your listing photos match real life. It’s damage control with flair.

Sample Questions

1. How would you rate the cleanliness of your room and shared spaces?
2. Do you feel the linens and towels met your expectations for comfort and freshness?
3. Was everything in working order (appliances, lights, A/C)?
4. Was the Wi-Fi fast and reliable for your needs?
5. Did our kitchen and bathroom amenities match the listing photos?
6. Is there anything missing or something you would’ve loved to have on hand?
7. How would you rate the accuracy of our listing photos for cleanliness?

Guests report significantly higher trust and booking intentions when Airbnb hosts provide detailed cleanliness protocols, highlighting cleanliness transparency's impact on guest satisfaction. Source

Host Communication & Support Survey

Why & When to Use This Survey

Let’s face it: even the most dazzling Airbnb can flop if the host is a ghost. With an Airbnb survey built for communications, you find out what your guests think about every text, email, and emoji.

Trigger this survey after any guest-initiated message or support query. You’ll quickly learn whether you’re more “dream host” or “distant landlord.”

Use these Airbnb survey questions to dig into response time, clarity, friendliness, and whether there were any awkward language blunders.

Plus, people don’t soon forget warmth (or hurry to forgive slow replies). Real feedback on your communication style means you can turn a so-so chat into a “superhost saved my trip” story.

Embrace your inner customer service superhero. The right questions spotlight where to improve and where you already shine.

Sample Questions

1. How quickly did we respond to your message or issue?
2. Was our response helpful and easy to understand?
3. Did you feel welcome and supported in our communications?
4. Was there any confusion or language barrier during our conversation?
5. Did you get the information you needed, without having to ask twice?
6. What could we have done to improve your support experience?
7. How do we compare with other Airbnb hosts you’ve communicated with?

Cancellation & Refund Experience Survey

Why & When to Use This Survey

No one loves a cancellation, but it’s a goldmine for learning through an Airbnb survey focused on the why behind every lost booking.

Send out this survey right after a cancellation—whether it’s your decision, theirs, or a cosmic twist of fate. Your empathy and curiosity will shine through, setting you apart and maybe even turning a tough situation into a future booking win.

Guests appreciate a chance to vent their frustrations constructively, and you gain insights to fine-tune policies or spot avoidable pitfalls.

Not only will you head off negative reviews, but you’ll also see patterns—are your cancellation policies too strict, or is there something in your listing guests often misread?

Plus, a “What could we have done differently?” question opens doors to simple fixes you didn’t see coming.

Sample Questions

1. What was the primary reason you canceled your reservation?
2. Did you clearly understand our cancellation and refund policy before booking?
3. Was the refund process (if applicable) clear and timely?
4. How did we handle communication after your cancellation?
5. Was there anything we could have done to prevent your cancellation?
6. Is there additional feedback you’d like to share with us?
7. Would you consider booking with us again in the future?

Local Area & Neighborhood Insights Survey

Why & When to Use This Survey

Let your guests become local guides with an Airbnb survey aimed at uncovering neighborhood secrets and boosting your listing’s appeal.

Send this after guests stay at least two nights or slip it into your digital or printed welcome binder with a QR code. It’s the easiest way to crowdsource tips while guests are still buzzing from local adventures.

Use these Airbnb survey questions to ask about hidden gems, safety, must-try eats, and public transit hacks. The insights aren’t just gold for your guidebook—they make your listing stand out when guests search for “best area to stay” or “local flavor.”

Plus, you’ll get real, recent feedback on what visitors genuinely loved (and what could use an upgrade).

On top of that, raves about the neighborhood add authenticity that cookie-cutter maps just can’t touch.

Sample Questions

1. What was your favorite local restaurant, café, or bar during your stay?
2. Did you feel safe and welcome in our neighborhood?
3. What public transportation options did you use, and how reliable were they?
4. Did you discover any hidden gems or activities you’d recommend to future guests?
5. Was there anything about the area that surprised you—good or bad?
6. How could our guest guidebook or welcome info be improved?
7. Would you come back to explore more of our neighborhood?

Best Practices: Airbnb Survey Dos and Don’ts

Creating an effective Airbnb survey is both an art and a science, and getting it right means your guests will actually answer.

Here’s what to do:

• Keep your survey mobile-first, because your guests are probably on their phones.
• Make it short and sweet—under 3 minutes always wins.
• Offer a small thank-you, like a local tip or a discount, as a friendly nudge.
• Use branching logic so guests only see questions that matter.
• Respect everyone’s privacy, and be crystal clear about data use.

Make sure you avoid survey slip-ups:

• Never use leading or double-barreled questions; confusion isn’t cute.
• Don’t send surveys at odd hours, like midnight (unless your guest is a vampire).
• Don’t ignore important privacy laws—always GDPR/CCPA, always.
• Skip the guilt-trip questions; keep it light, even when things go wrong.

Here’s the secret—iterative improvement. Try, learn, adapt. Use every answer to make your Airbnb shine brighter. When guests see you listening, your ratings won’t just rise—they’ll soar.
Ready to send your first survey? Go on—watch your 5-star story unfold.