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A Selection of our Customers

Cleanliness revealed as a top priority of hotel guests

Customer loyalty

A report by the Mystery Dining Company has revealed the importance of cleanliness to hotel guests, reports Big Hospitality. Of 320 people surveyed, the survey found that 60 per cent had at some point in the past been "forced" to complain about the cleanliness standards of their hotel room. Hotel cleanliness was also revealed to be a top three priority for hotel guests, alongside the price and the location of the establishment.

Crucially, the cleanliness of the hotel – or how quickly a complaint is dealt with – is the swaying factor in getting customers to return, as 90 per cent said it would influence future trips. Cleanliness can be rated out of five on consumer review sites such as TripAdvisor, affecting the overall rating of the hotel.

Making an impression

According to the Mystery Dining Company Survey, 40 per cent were more influenced by the condition of the bathroom and towels; 28 per cent focused on the bedroom and bedding; and 21 per cent were swayed by their first impression of the hotel reception and entrance. However, the furniture could be most important, as the University of Virginia discovered in 2006 that when someone with a cold stays in a hotel room, the rhinovirus is present on 35 per cent of surfaces after they leave.

Meanwhile, Consumer Reports led a survey of complaints from American travellers and hotel guests, rating each out of ten. Among the top complaints were airport delays (6.8) "insufficient or chintzy hotel bedding" (7.2 for women, 6.2 for men) and unhelpful staff at hotels (7.8).

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