# Hotel checkout survey

Improve departure instructions and communication.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. Which checkout step was unclear?

Answer: ____________________

## 2. What charge needed explanation?

Answer: ____________________

## 3. What departure information was missing?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. An unclear checkout step identifies where departure instructions fail to explain sequence or required action. Compare it with the hotel's actual process.
2. An unexplained charge identifies where the departure summary lacks a link to its stated basis or official reference. Direct questions through the verified billing route, without requesting payment details or deciding whether the charge is justified.
3. Missing departure information identifies what guests need before leaving, such as timing or contact guidance. Use verified arrangements without inferring that payment processing is complete.

Interpretation caution: Do not collect detailed billing or identity information.


## Illustrative finding and follow-up

Observation: Guests cannot distinguish departure timing from payment processing.

Action to test: Explain checkout steps in order.

Follow-up: After trying the change, repeat “Which checkout step was unclear?” with people who experienced it. Check whether they still describe the original issue: guests cannot distinguish departure timing from payment processing. Compare explanations and sample context, rather than claiming the change caused an improvement.