A hotel website FAQ should answer the questions guests need settled before they book or arrive. Start with check-in, parking, breakfast, room suitability, accessibility and booking policies. Ask reception which questions actually come up, then put each answer where it helps someone make a decision.
Start with the questions reception keeps getting
For a week, tally recurring topics from calls and messages without recording guest details. Group the entries by decision: can I get there, does the room fit, what’s included and what happens if plans change? Write the answers with the team that will deliver them.
| Guest question | What the answer should clarify |
|---|---|
| Can I park at the hotel? | Location, cost if any, whether spaces can be reserved and the alternative if full |
| Can I arrive late? | Check-in window and who to contact if plans change |
| Is breakfast included? | Which rates include it and where guests can check their selected rate |
| Which rooms fit a family? | Actual occupancy, bed configuration and room types |
| Is there step-free access? | The route and facilities you can verify, plus who can answer specific needs |
Answer the question in the first sentence
Here’s an illustrative parking answer: “We have six spaces behind the hotel, available first come, first served. If they’re full, use the public car park on Station Road, a five-minute walk away.” Copy the structure, not the facts. Confirm your own capacity, access and walking directions before publishing.
For rate-dependent questions, say so. “Breakfast is included with our breakfast rate; check the inclusions beside the room price” is more useful than “Breakfast available,” which leaves both price and eligibility unclear.
Where should the answers go?
Put occupancy and beds beside the room photos. Put the parking directions on the arrival page and link to them from the FAQ. Place a short summary of cancellation terms next to the rate where possible; the selected rate’s conditions still apply. A central FAQ is useful for browsing, but guests should not have to leave the point where the answer matters.
Publish the answers as visible text. Agree who will update them and review them when policies, facilities or seasonal arrangements change. A chatbot can be considered later if the approved information is already accurate and maintained.
Start with five questions your reception team heard this week. For a wider review, use our hotel website maintenance checklist.