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The hotel cleanliness issues that frustrate Brits the most

13 August 2019

New research has highlighted the aspects of a hotel room which, if not cleaned or attended to properly, would concern British holidaymakers the most.

end-of-tenancy-london.co.uk surveyed 1,448 Brits who have booked a trip this summer. It found that 81 per cent are inclined to complain if they can clearly spot stains on the bed and on towels in their hotel room.

Extensive mould in the bathroom would be a cause of concern for 78 per cent of travellers, while 70 per cent would complain if they found the cupboards/drawers in their hotel room to be overly dirty/stained.

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

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

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.

It discovered that Brits believe a complimentary meal (29 per cent – 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 per cent view free or discounted tickets for a popular tourist attraction as fair compensation from a hotel.

Just four per cent feel hotels should offer their guests more than one-night’s free or discounted stay for a room cleanliness related problem(s). Though 11 per cent do feel that a one-night free or discounted stay (11 per cent) is more reasonable.

The survey revealed that 56 per cent 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 per cent 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, said: “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.”