50 Questions Hotel Guests Ask Most (+ How to Answer Them)

Every front desk knows the pattern. The same questions arrive again and again: at check-in, by phone from the room, in messages before arrival and at 11pm when the desk is down to one person.

None of them are hard. But answered one by one, they take up hours of your team's time every week, time that could go on the guests and problems that actually need a person.

Below are the 50 questions hotel guests ask most, grouped by stage of the stay, followed by how to prepare answers so guests get them instantly.

Before arrival

What time is check-in?
Can I check in early?
Do you offer airport transfers, and how much are they?
How far are you from the airport?
Is parking available, and is it free?
Can I store my luggage if I arrive early?
Do you have a room with two beds / a king bed / a sea view?
Can you add a baby cot or extra bed?
Is breakfast included in my booking?
Can you arrange something for a birthday or anniversary?

Arrival and room

What's the Wi-Fi password?
How do I use the air conditioning / TV / safe?
Can I get extra towels / pillows / toiletries?
Where is the gym / pool / spa?
Is there a kettle or coffee machine in the room?
Can I get an iron or ironing board?
Is the tap water safe to drink?
Can I change rooms?
What's the voltage, and do I need an adapter?
Is there a minibar, and what does it cost?

Food and drink

What time is breakfast, and where is it served?
Is room service available, and until what time?
Can I see the room service menu?
Do you cater for vegetarian / vegan / halal / gluten-free diets?
Do I need to book the restaurant?
What are the restaurant and bar opening hours?
Is there a happy hour?
Can you recommend restaurants nearby?

Facilities and services

What are the pool hours? Are towels provided?
How do I book a spa treatment, and what's available today?
Is there a laundry service, and how long does it take?
Do you have a kids' club or babysitting?
Can I rent a scooter / bike / car?
Is there a shuttle to the beach or town?
Do you have a business centre or printer?

Local area and activities

What is there to do nearby?
Can you book tours or day trips?
How do I get to {main attraction}?
Where is the nearest pharmacy / ATM / convenience store?
Is it safe to walk around at night?
What's the best way to get a taxi, and what should it cost?
What's the weather going to be like?

Problems and requests

My air conditioning isn't working. Can someone check it?
The Wi-Fi isn't connecting.
There's a noise problem next door.
I've locked myself out / lost my key card.
Can I get housekeeping now / later / not today?

Departure

What time is check-out?
Can I have a late check-out, and how much is it?
Can you book a taxi to the airport, and how early should I leave?

What these questions have in common

Look at the list and three things stand out.

Most have a fixed answer. Check-in time, Wi-Fi, pool hours and breakfast don't change day to day. They're perfect for self-service.

Many are sales opportunities. Airport transfers, early check-in, late check-out, spa, restaurant, tours, celebrations and scooter rental: nearly a third of the list is a guest asking to spend money. Answer those slowly, or not at all, and the revenue walks out to a competitor down the road.

Some need a person. Maintenance problems, noise complaints and room changes need a staff member to act. The goal is to get those to the right person fast, with the room number and details, rather than answered by a bot.

How to answer these faster

1. Write one master answer sheet

Take the 50 questions above and write your hotel's answer to each in one or two sentences. Include times, prices, locations and how to book. This one document becomes the source for your website FAQ, your in-room directory, your staff training and any guest assistant you use.

Keep it current. When the pool hours change, update it in one place.

2. Put answers where guests look

Website FAQ page for pre-arrival questions
Booking confirmation and pre-arrival email for check-in, transfers, parking and breakfast
In-room QR code for everything in-stay: Wi-Fi, hours, room service, requests
Front desk: the same answers, so every staff member gives the same information

3. Turn sales questions into offers

For every question that's really a purchase, such as an airport transfer, late check-out or spa treatment, the answer should include the price and an easy way to book. "Late check-out until 2pm is available for 800 THB. Would you like me to arrange it?" converts far better than "please ask at reception".

4. Route problems, don't just answer them

For the problem questions (43–47), the answer isn't information. It's action. Make sure requests are captured with the room number and sent to the right team, and that someone follows up if nobody responds.

5. Answer in the guest's language

Several of these questions come from guests who are struggling to find the words in English, such as a leaking bathroom, a dietary need or a lost key. Answering in their own language is the difference between a quick fix and a frustrated guest. (See why most hotel chatbots fail multilingual guests.)

Where an AI guest assistant fits

An AI guest assistant does all of the above in one place. It's trained on your master answer sheet, available by in-room QR code and on your website, replies in the guest's language, suggests your paid services when guests ask, and sends requests to your team.

That's what GuestLume is built for. Setup can start from your existing hotel website, pulling in hours, facilities and policies, which you then review and complete. Your team approves every answer before it goes live.

Try asking these questions on the live demo →

Want to set up in-room ordering too? Read our QR code room service ordering guide.

FAQ

What are the most common questions hotel guests ask? Check-in and check-out times, the Wi-Fi password, breakfast times, pool hours, airport transfers, late check-out, room service and local recommendations are among the most frequent, along with requests like extra towels or maintenance issues.

How can hotels reduce repetitive guest questions at the front desk? Write one master answer sheet for your most common questions, then put those answers where guests look: your website FAQ, pre-arrival emails, in-room QR codes and an AI guest assistant if you use one.

What should be in a hotel FAQ page? Check-in and check-out times, parking, airport transfers, breakfast, Wi-Fi, facilities and hours, dietary options, pets, cancellation policy, and how to contact the hotel. Keep answers short and up to date.

Can an AI chatbot answer hotel guest questions? Yes. A hotel-specific AI assistant trained on your own information can answer most routine guest questions instantly, in the guest's language, and pass requests that need a person to your staff.

Which guest questions are upselling opportunities? Questions about airport transfers, early check-in, late check-out, spa treatments, restaurant bookings, tours and special occasions are all chances to offer a paid service, if the answer includes the price and an easy way to book.

This guide is published by GuestLume.