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Hygiene and cleanliness is the most important factor for 70 per cent of guests who stay in
hotels, a new study has found.
According to the Hague hotel school, guests who believe their accommodation is clean are more likely to respond with
positive feedback. This may sound like common sense, but it is an important consideration as any slip-up in the
hygiene stakes could undo all the other good work achieved by those operating a hotel.
Areas which are the most important for customers are the bedrooms and the bathrooms and neglecting these areas can prevent customers from making all important recommendations to friends. Hotels must make sure there are comprehensive procedures in place so that good hygiene standards are met all of the time. Not only must areas, bed linen and such items be cleaned regularly but spot checks are a good idea as hygiene is an area where despite the best efforts anomalies can creep through.
A stray hair on a pillow case does not mean the linen has not been cleaned, but can give guests the impression that cleanliness is not up to scratch.
Respondents to the survey also noted that the presence of unfortunate smells is an area which can put them off, so careful choosing of cleaning products should be undertaken. Employing the services of amystery guest is a good idea as they will be able to pick up on any areas of perceived hygiene from the customer's point of view.
Those who already work in the hotel will be less likely to notice these things as they are so familiar with the rooms.
Photos taken during mystery guest visits can highlight these areas and be used to demonstrate to staff the impression they give.
The most lavishly decorated hotel, populated with kind and friendly staff can be let down by perceived lack of cleanliness.
