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Hotels & Hospitality Customer Experience Hotels & Hospitality Customer Experience

XM Solution Guided Program

Hotels & Hospitality Customer Experience

Ensure your guest experiences deliver on expectations and drive repeat stays with a CX program designed by hotel and hospitality experts.

Core Experience

Customer Experience

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Improve guest satisfaction and increase repeat stays with a CX program designed for hotels. You can identify critical insights at every touchpoint in the guest journey from booking right through to check-out and identify the areas you need to focus on to drive loyalty and spend. We’ll help you assess your current CX strategy and deploy a best-in-class program specific to your business.

Jump-start your CX program with:

  • Surveys for all relevant customer journeys built by industry experts & validated by leading hotel brands
  • Role and channel-based dashboards to identify insights and take action

Outcomes Delivered

  1. Get powerful CX insights in less time
  2. Understand every interaction in the moment including booking, check-in, room experience, amenities, and check-out feedback
  3. Create a roadmap for future growth to increase feedback coverage and program capabilities
  4. Deliver a premium experience to your most profitable guests

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What You Get

Expert-built Surveys

Get pre-built hotel & hospitality customer experience surveys designed by experts and proven to help you get the insights you need to improve the customer experience:

  • Transactional Surveys
    • Digital
      • Site Experience
      • Booking Experience
      • Cart Abandonment Experience
      • Mobile App Experience
      • Loyalty Program Experience
    • In-Hotel
      • Check-in Experience
      • Hotel Experience
      • Room Experience
      • Amenities Experience
      • Shopping Experience
      • Check-out Experience
      • Post Stay
    • Support
      • Onsite Support Experience
      • Reservation Experience


Turn data into insights with dashboards and reports ready-built to help you share insights across the organization and start making CX improvements today:

  • Digital: Overall Site and App Experience
    • Executive
    • CX Manager
    • Digital Experience Manager
  • Digital: Support
    • Executive
    • CX Manager
    • Hotel Manager
    • Support Manager
  • Digital: Loyalty Program
    • Executive
    • Marketing Manager
    • Loyalty Program Manager
  • In Hotel: Hotel Experience
    • Executive
    • Hotel Manager
    • Guest Services Manager
  • In Hotel: Post Stay
    • Executive
    • Hotel Manager
    • Loyalty Program Manager
    • Guest Services Manager

Qualtrics Hospitality CX Maturity Model

We use a 3 phase approach to implement and grow your Hospitality CX program:

  1. Evaluate your existing CX program and identify gaps to improve the guest experience and augment existing feedback
  2. Add surveys across channels and by journey to monitor feedback across priority guest journeys
  3. Deep dive on your most important/impactful guest journeys with additional analytics and program capabilities (e.g. loyalty program services)

Once you’re up running, you will receive access to additional surveys, dashboards, new features, and industry benchmarks when released.

Implementation & Service

A dedicated Qualtrics Implementation Consultant will work with you to provide XM Solution content with custom logo/branding.

Post-deployment, a Qualtrics Customer Success Manager will work with you to make sure your CX program is running smoothly, provide support, and alert you to new features and updates.

Let them be your personal concierge in integrating Qualtrics XM technology with your business.

Implementation services and integrations cost dependent on the number of surveys and dashboard configurations and advanced add-on features.


Solution Details

Required License: Customer Experience 1



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