New research into hotel guests’ experiences commissioned by P&G Professional (the away-from-home division of Procter & Gamble), shows the importance of cleanliness to improve online ratings and customer loyalty.
A study of 2000 UK residents who regularly stay in hotels has revealed that dirty bed sheets (71%) were the most likely hotel faux pas to make a guest walk out, followed by a disgusting bathroom (69%) or a smelly room (65%). Further findings show a resounding 97% are 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% can’t handle the sight of a stranger’s hair lingering in the plughole of the hotel shower.
In fact, lack of cleanliness keeps people awake at night, with over three quarters (78%) saying they sleep better in an impeccably clean room. And savvy travellers won’t make the same mistake twice, with 84% of guests claiming they would not return for a second visit if the accommodation was unclean.
Ensuring issues are rectified is vital to maintaining a spotless reputation when attracting new customers, with one third of those surveyed relying on recommendations from friends or family. Overcoming setbacks related to cleanliness will also be critical to providing a positive experience for guests with three quarters (72%) revealing they would leave a bad online review themselves if their hotel stay was unclean. This can be damaging to hospitality businesses, as most (93%) read online reviews before booking.
Greg Elmore, UK and 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. P&G Professional is committed to helping businesses capture the value of clean and achieve a spotless reputation. By providing innovative products and systems that are simple to use, P&G Professional can help streamline cleaning practices to get the job done right the first time.”