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Revealed: The hotel cleanliness issues that frustrate Brits the most

  • Majority of Brits would feel inclined to complain to a hotel if they can clearly spot stains in the rooms bed (e.g. linen, mattress etc.) and/or towels (81%)
  • Thereafter, 78% will have a grievance if their rooms bathroom has extensive mould
  • Most British holidaymakers believe a complimentary meal (29%) is the most reasonable goodwill gesture a hotel can provide for a valid complaint about room cleanliness
  • Contrastingly, only 4% consider more than one-nights free or discounted stay as fair compensation for a room cleanliness related problem(s)
  • Interestingly, British travellers would leave a negative testimonial/review of a hotel on social media (56%) as well as hospitality focused websites (48%) if their complaint about a room cleanliness issue(s) was not taken seriously and/or resolved

The summer is officially here and for many across the country, it finally means the time to go on a much-needed holiday domestically or abroad.

Hotels form a fundamental part of the holiday experience. Holidaymakers want their stay to be relaxing and hassle-free as possible. This though, does not always seem to be the case, as hotels do not always meet the expectations of their guests. One of the most important factors which may lead to hotels underdelivering on quality and satisfaction is poor cleanliness.

Interested in hotel hygiene, surveyed 1,448 Brits who have booked a trip this summer to identify the cleanliness issues they would most likely complain about should they encounter any in their hotel room.

End of Tenancy London found that majority of Brits feel inclined to complain if they can clearly spot stains on the bed (e.g. linen, mattress etc.) and towels (81%) of their hotel room.

Thereafter, extensive mould in the bathroom would be a cause of concern for 78% of travellers. Rightfully so, as prolonged exposure to mould could trigger health conditions such as nasal congestion, throat irritation and wheezing.

Considering holidaymakers want to make themselves as comfortable as possible by unpacking and organising their belongings (e.g. clothes, shoes etc), so they can easily be accessed for the duration of their trip – 70% would complain if they found the cupboards/drawers in their hotel room to be overly dirty/stained.

Interestingly, for those relying on the air conditioning unit (AC) in their room to keep them cool from the scorching sun– 66% would make a complaint if they experience any unpleasant odours coming from the AC. Whilst 62% will have a grievance with the hotel if their room bathroom showerhead, toilet and/or tap is infested in limescale.

Opposingly, Brits would be least worried about making an issue of dirty/stained curtains and/or drapes (25%) in their hotel room. Slightly above, only 29% state they will make a complaint if the carpet in their room is very dirty and/or stained.

Additionally, End of Tenancy London also sought to find out what Brits think is the most reasonable compensation hotels can offer when complaining about any serious cleanliness issues.

End of Tenancy discovered that Brits believe a complimentary meal (29% – at the hotel restaurant or at a selected external restaurant) is the most appropriate goodwill gesture a hotel can provide to guests for receiving a valid complaint about room cleanliness. Subsequently, 23% view free or discounted tickets for a popular tourist attraction as fair compensation from a hotel.

Contrastingly, just 4% feel hotels should offer their guests more than one-night’s free or discounted stay for a room cleanliness related problem(s). Though 11% do feel that a one-night free or discounted stay (11%) is more reasonable.

Moreover, the survey revealed that 56% of Brits would leave a negative testimonial of a hotel on social media (e.g. Facebook, Twitter etc.) if their complaint about room cleanliness was not taken seriously and/or resolved. Similarly, 48% would intend to post a negative review of a hotel on a hospitality focused website (e.g. TripAdvisor, Yelp etc.), if their room cleanliness criticism was not taken seriously and/or resolved by management/employees.

Ivan Ivanov, the Managing Director of End of Tenancy Cleaning London commented:

“A good hotel is central to many individuals holiday plans. For a short period of time, it essentially becomes their home away from home. Consequently, they want their stay to be enjoyable as possible. One significant aspect which may deter them from doing so is the cleanliness of a hotel. If cleanliness is less than adequate, than travellers will naturally feel disappointed. This research highlights the aspects of a hotel room which if not cleaned or attended to properly would concern British holidaymakers the most. Certainly, enough to complain and when they do, the levels of compensation they feel are the most acceptable from hotels for the trouble and inconvenience. The takeaway for hotels is that they should make every effort to thoroughly clean all their rooms on a regular schedule and provide their housekeeping services the appropriate training as well as equipment to do so”.