Hotel cleanliness impacts customer perception, study finds

A hotel’s cleanliness impacts guests’ decisions to book a return stay, according to a new study.

A new survey has found that a hotel’s cleanliness impacts guests’ decisions to book a return stay.

In an online Harris Poll of 2047 adults conducted on behalf of Whittaker Co, 53 per cent of respondents stated that the level of cleanliness in a hotel they visit would influence their intent to book a future reservation at the property.

The survey also found that the level of a hotel’s cleanliness would influence:

  • More than two in five (44 per cent) of respondents’ desire to recommend the hotel
  • How much time 39 per cent of the survey participants would spend in the hotel
  • How much money nearly one-third (32 per cent) of respondents would spend in the hotel
  • More than one-quarter (28 per cent) of participants’ intent to book a future event at the hotel.

“Most hotels can’t afford to send half of their guests packing if the level of cleanliness is not up to their expectations,” said Joe Bshero, Whittaker director of technical services.

“Maintaining clean rooms, lobbies, dining areas, and fitness centers is key, especially given new concerns about cleanliness amid the pandemic.”

Whittaker Co. is a Pennsylvania-based manufacturer of low-moisture carpet cleaning equipment and solutions.

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