Free Guest Experience Audit Template – 15 Touchpoints from Booking to Review, Scored 1 to 5 with Average, Excel & Sheets, No Canva
Free Guest Experience Audit Template – 15 Touchpoints from Booking to Review, Scored 1 to 5 with Average, Excel & Sheets, No Canva
See your stay through the guest's eyes with this free guest experience audit template. Walk through 15 touchpoints in five stages (booking, before arrival, arrival, stay, check-out and review) and score each one from 1 to 5. The sheet works out your average score and shows which stage is the weakest.
A guest does not judge your home in one moment. They judge a chain: how fast you replied, how clear the check-in message was, whether the door opened the first time, whether the welcome book answered their question and whether anyone said thank you after they left. One weak link can pull a review down even when the home itself is great. The sheet comes with a sample audit so you can see how the averages react before you replace the scores with your own.
What you get
- 1 tab with 15 pre-written touchpoints in 5 stages, from booking to review
- A 1 to 5 score dropdown for each touchpoint and a Fix first, Improve or Strong status
- An overall average score and a count of touchpoints scored
- An average by stage and the weakest stage picked out for you, plus an idea column for each touchpoint
- Blank touchpoints are skipped, so the averages never show an error. Light yellow input cells, gray formula cells and print setup for Letter and A4, one page
Files in the download
- Free-Guest-Experience-Audit.xlsx (editable, US Letter print setup)
- Free-Guest-Experience-Audit.pdf (print-ready, Letter)
- Free-Guest-Experience-Audit-A4.pdf (print-ready, A4)
- START-HERE-How-to-Edit.pdf
How to edit it (no Canva needed)
- Download the ZIP and unzip it.
- Open the editable file in Excel, Google Sheets (free) or Numbers. No Canva account and no subscription are needed.
- Type into the light yellow input cells. The gray formula cells update by themselves.
- Replace the sample scores with your own, write an idea for every touchpoint scored 3 or lower and score again after you make the changes.
The START-HERE guide in the ZIP walks you through each app step by step and explains how to print at the right size.
Score each touchpoint from the guest's point of view, ideally right after your own stay in the home or from recent guest messages and reviews. Sample scores are for illustration only.
Want the full version?
This free template is a sample of the Guest Experience Audit Template. The full workbook is a 50-touchpoint guest journey scorecard with a stage summary, a gap list that shows what to fix first and a before and after view, so you can track how the guest experience improves. Running several listings or want everything at once? The Host Mega Bundle includes every paid Welcome Desk Co. template in one download.
FAQ
Is it really free? Yes. Add it to your cart, complete the free checkout and download the ZIP.
Do I need Canva? No. The file opens in Excel, Google Sheets (free) or Numbers.
Can I change the wording, colors and fonts? Yes. Every word is real, editable text, and you can change colors and fonts like in any other document.
How should I score? Use 1 for poor, 3 for okay and 5 for excellent. Score from the guest's side: recent messages and reviews are a better guide than how you feel about your own home.
Can I change the touchpoints? Yes. Every touchpoint and stage name is plain editable text. Keep the stage name the same in each row of a group so the average by stage still works.
Is there an A4 version? Yes. The ZIP has a Letter workbook plus Letter and A4 PDFs. The workbook is set to fit one page; choose A4 in your print settings for A4 paper.
License
Free for personal use on your own rental property. You may edit, print and share the finished pages with your guests. Please do not resell or redistribute the template files. Airbnb, VRBO and Booking.com are trademarks of their respective owners; Welcome Desk Co. is not affiliated with Airbnb, VRBO or Booking.com and this template is not endorsed by them.