Hotel room cleanliness the key to customer retention

04 August 2015 by
Hotel room cleanliness the key to customer retention

More than 55% of hotel guests worry about the cleanliness of the hotel room they are staying in, with 76% stating that an unclean room would put them off returning, new research has shown.

Nearly eight in 10 respondents to a recent survey by Miele Professional stated that cleanliness is the main factor that influences their perception of a hotel's values.

Unsurprisingly, more than a third (34%) of the 2,000 consumers surveyed stated that 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.

69% of those polled had written, or would write a review on TripAdvisor and 57% would use recommendations to try out a new restaurant or hotel based on cleanliness.

Les Marshall, sales and marketing director at Miele Professional, said: "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.

"Having laundry facilities on-site is one way that hotel managers can be safe in the knowledge that their laundry is clean, ready on time and meets customer expectations."

Miele Professional is running a competition to win a £15,000 ‘Miele Makeover' for a hotel laundry room by simply completing the sentence "My hotel/B&B deserves a Miele Makover because…". Visit their website to enter.

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