Hotel cleanliness crucial in customer retention


By Ishaan Tugnait

More than half (55%) of hotel guests worry about the cleanliness of the hotel room they are staying in, according to an online survey of 2,065 consumers by laundry equipment firm Miele.

According to the data, an unclean room is the most pivotal factor in discouraging customers from staying in a hotel again (76%) — more than bad service, poor facilities or even a high price. Nearly eight in 10 respondents to the survey stated that cleanliness is the main factor that influences their perception of a hotel.

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To further strengthen this claim, almost two-thirds (59%) said a clean hotel would be the main factor in encouraging them to return in the future.

Of the consumers surveyed, more than a third (34%) stated their favourite thing about staying at a hotel is having clean, crisp sheets on their bed. However, bed sheets are also the top concern when it comes to cleanliness, named by 70% of those surveyed; followed by pillows, bed covers and blankets, and towels.

More than two thirds of consumers (69%) have written, or would write a review on TripAdvisor about the hotel. With 57% using recommendations to try out a new restaurant or hotel; cleanliness is fundamental in ensuring existing customers return and new customers stay at the hotel in the future.

Les Marshall, sales and marketing director at Miele Professional, commented: “Our figures show just how important cleanliness is to hotel guests. Hoteliers need to ensure the best processes are in place to achieve customers’ high expectations. “

Marshall also added: “One way to guarantee the crisp, clean sheets and fluffy towels that customers love is by looking into the benefits of an on-premise laundry. Having laundry facilities on-site means that any hotel manager can be safe in the knowledge that their laundry is clean, ready on time and meets customer expectations.”


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