Get the latest hospitality news and inspiration straight to your inbox. Subscribe to our newsletter.

Miele reveals the secrets to the perfect hotel guest experience

Written by:
Written by:
Miele reveals the secrets to the perfect hotel guest experience

Hotel guests are happy to trade a room with a view for a decent bed and good clean sheets, according to a recent survey conducted with UK Hotel worker by laundry specialists Miele Professional.

Although hotel guests cited a warm welcome, an attractive view and quality facilities as important factors for a good stay, it was the bed, bed linen quality and cleanliness which often fell short. 

88% of those surveyed said the bedroom was more important than any other part of the hotel and a well-run laundry also vital to a positive guest experience in many UK establishments. Yet, despite the obvious importance of room hygiene, hotel workers identified stained bed linen as the second most likely customer cleanliness complaint. 

The survey, produced for Miele by market research company Sapio, found that managing laundry operations in-house is key to maintaining the standard of the laundry, with 54% of respondents identifying ‘reliability’ as the top associated factor with an on-premise laundry (OPL). 


Stained bedding was the most common customer complaint, according to 18% of respondents, with make-up, bodily fluids and food and drink adding further complexities to laundry.  74% of workers reported that changing the bedding was the most common reaction when dealing with a cleanliness complaint. 

Sam Bailey, sales and marketing director of the Professional Division of Miele, commented, “The market research revealed a number of critical insights that hotels striving to be top of their game should be aware of – most notably how important a well-operated laundry is to the guest experience. An on-premise laundry solution can give employees greater control over the standard of their laundry and could reduce customer complaints around the cleanliness of linen and therefore the need for bedding changes. While the main on-premise laundry challenge highlighted was a lack of space, we find that many of our customers are pleasantly surprised at how little room is actually required.”

Start the discussion

Sign in to comment or register new account

Start the working day with

The Caterer’s free breakfast briefing email

Sign up now for:

  • The latest exclusives from across the industry
  • Innovations, new openings, business news and practical advice
  • The latest product innovations and supplier offers
Sign up for free