Keeping your hotel clean will keep your guests
Filthy bedsheets, hairy plugholes and unidentifiable room smells are some of the top factors likely to cause Brits to walk out of their hotel and never return.
Research into hotel guests’ experiences shows the importance of cleanliness to improve online ratings and customer loyalty.
A study of 2,000 Brits who regularly stay in hotels has revealed that dirty bedsheets were the most likely hotel faux pas to make a guest walk out, followed by a disgusting bathroom or a smelly room.
Almost everyone – 97 per cent – is disturbed by evidence of previous guests in their room, with two thirds stating they feel their skin crawl at the thought of old drool marks on their pillow.
And 66 per cent can’t handle the sight of a stranger’s hair lingering in the plughole of the hotel shower.
Savvy travellers won’t make the same mistake twice though, with 84 per cent of guests claiming they would not return for a second visit if the accommodation was unclean.
The study was commissioned by P&G Professional to highlight the importance of cleanliness in the hotel industry.
Greg Elmore, UK & Ireland country sales manager at P&G Professional, said: “It is clear from this research that for hotels, the key to guest happiness is maintaining a high level of hygiene.
“An unclean experience can damage a hotel’s reputation, from negative reviews to the risk of losing repeat business.
“It is critical to ensure cleanliness is the starting point of a great guest experience.”
The study also found that while Brits may be horrified by an unclean room, many admit to less than favourable habits when staying away from home.
Over a quarter admit to dribbling on hotel pillows, 25 per cent leave hair in the shower, and a fifth drop food on the carpet.
Shockingly, five per cent admit to boiling food like eggs in the kettle and four per cent have let children draw on hotel walls with crayons.
It also emerged that when it comes to looking for a spotless hotel, one third of those surveyed rely on recommendations from friends or family.
And three-quarters would leave a bad review online if their hotel stay was unclean.
This can be damaging to hospitality businesses though, as 93 per cent read online reviews before booking.
For potential guests, cleanliness has been revealed as the most important factor when checking reviews, more than location or service.
Only one in eight of those surveyed, via OnePoll, would consider staying in an establishment which has received less-than-stellar ratings for its hygiene.
These negative experiences can impact hotels with immediate effect as 55 per cent will want to talk to management if they come across a rude member of staff.
And three-quarters of guests will even ask for a refund or discount because their room was not clean.
Top 20 attributes Brits look for in a hotel room
- A fresh smelling bedroom
- An immaculate bathroom
- Fresh smelling bed linen
- No stray hairs in the bedroom or bathroom
- Bright, white sheets
- No dirty ring around the bathtub
- Comfortable room temperature
- Natural light
- A decent sized bed
- A lovely view from the window
- A good sized room
- Stylish décor
- Fluffy towels
- A good amount of pillows
- Plug sockets near the bed
- Bright, white bathrobes
- No fingerprints on the mirror or window
- Good bathroom size
- Smart TV with plenty of channels
- Free beauty products in the bathroom