Guest Request and Resolution Log
Stop a request dying between the desk and the person who does it, and make sure the guest hears that it has been done.
HG-10 1 page
Hotels and guest accommodation · HG-07
Guest Feedback and Action Sheet
A free printable hotel feedback form — one guest's comments in their own words, split into the points raised, who is acting on each and when they were answered.
Download Free · no sign-up
One page. Choose your paper size — both versions are laid out identically, so neither one gets shrunk to fit.
Print it and write on it
Fill it in type and save
The fillable versions have real form fields — open them in any PDF reader, type into them and save. Printing help.
What this sheet is for
Turn a comment card or a review into things that get done, and make sure the guest hears back — praise included, so it reaches the person who earned it.
Who it is for
Managers and owners of hotels, guest houses and bed and breakfasts who want feedback to lead somewhere.
How to use it
- Record where the feedback came from and whether the guest wants a reply.
- Copy what the guest said word for word into the top section.
- Break it into separate points, mark each as praise or an issue, and assign a department.
- Write the action taken, by whom and when, and tick each point closed.
- Note the reply to the guest and any gesture offered.
What is on the sheet
One page, top to bottom:
Printed under the title: One piece of guest feedback — a comment card, a word at the desk or an online review — broken into the points it raises, with who is fixing each one and when the guest was told.
Write-on lines: Date received · Room · Guest name · How received · Taken by · Stay dates · Contact details · Guest wants a reply · Reply by
What the guest said — their words, not a summary
Ruled lines
Points raised and action — praise goes here too — so it reaches the person
Table, 5 rows: Point raised · Praise or issue · Department · Action taken · By · Date · Closed
Reply to the guest
Write-on lines: Replied on · By · Method · Gesture offered · Guest satisfied
Questions
Why write out the guest's words rather than a summary?
Because a summary loses the detail that tells you what actually went wrong. 'The shower was poor' and 'the shower ran cold after a few minutes' point to different jobs.
Is there a rating or a score on this sheet?
No. This is for the feedback itself and what was done about it. If your house scores feedback, that belongs on whatever you use to add up scores; this sheet is the action record for one guest.
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Also in the resources library
The same subject, with a version you can fill in on screen.
Comment and Message Reply Log
Every comment, DM and email that needs a reply, whatever the platform.
DL-764 Log PDF Online
