Hotel FAQ: 20 questions guests ask before booking, and the answers to have ready
Most pre-booking messages repeat the same 20 questions. Here they are, grouped, with what a good answer should include.
Before a guest books, they usually ask a few questions — and most of them are the same ones every time. If you can answer them clearly and quickly, on your website and in your messages, you remove the doubts that stop a booking. Here are the 20 questions worth preparing for, with what a good answer should include. The answers themselves have to come from you.
Rooms and rates
- Do you have a room on these dates? Give a real yes or no, and the nearest alternative if it is no.
- How much is it per night? State the price, what it includes and any extra charges, so there are no surprises.
- What is the difference between your room types? Size, bed type, view and who each suits — in a few lines.
- How many people can stay? The maximum for each room, and how extra guests or children are handled.
- Is breakfast included? Say what is included, the hours, and the price if it is optional.
Check-in and the stay
- What time is check-in and check-out? Give the standard times and say whether early or late options exist.
- Can we check in late at night? Explain how, so a guest arriving at 11 pm is not left outside.
- Can you store our luggage? Before check-in and after check-out.
- Is there Wi-Fi? Say if it is free and whether it works in the rooms.
- Do you have parking? For cars and motorbikes, and whether it costs extra.
Location and getting there
- Where exactly are you? A map link and the nearest well-known landmark.
- How far is the airport or station? Distance, usual travel time and how guests usually travel.
- Can you arrange a pick-up? Whether it is offered, the cost and how far ahead to ask.
- What is nearby? The beach, restaurants and places guests ask about most.
- Is the area quiet at night? An honest answer helps the right guests choose you.
Policies and payment
- What is your cancellation policy? The deadline, any fee and how a change of dates works.
- How do I pay and when? Accepted methods, any deposit and when the balance is due.
- Do you need ID or a deposit at check-in? Say so before arrival.
- Are children or pets welcome? The rule, plus any charge.
- Do you offer invoices? For business guests, how to request one and what details you need.
Where each answer belongs
| Type of answer | Best place | Why |
|---|---|---|
| Prices, room types, policies | Your website, one page each | Guests and search engines can find and trust them |
| Directions, parking, check-in steps | Website plus the booking confirmation | Guests need them again on the day |
| Availability and dates | A live answer from your real room list | It changes every day and must never be guessed |
| Special requests and complaints | A person on your team | They need judgement and responsibility |
A 24/7 hotel assistant can answer these from your own room list, hours and policies at any hour, and hand anything unusual to your staff. Our website development service can put the same answers on a clear FAQ page.
Frequently asked questions
Should the FAQ be on my website or in my replies?
Both. The website lets guests find answers on their own, and your replies cover the questions they still ask.
How often should I review the answers?
Whenever a price, hour or policy changes, and at least before each busy season.
What if I do not know the answer to a guest question?
Say you will check and come back quickly, rather than guess. A wrong answer costs more than a short delay.