How Important Is the 'Free' Shampoo and Towel Cart?
By Frank Meek International Technical & Training Director, Orkin, LLC | May 19, 2010
Hair on the pillow, lipstick on the glass, cockroach in the bathtub. They're three scenarios of which hotel urban legends can be made. But which one bothers guests most? To find the answer to this question, Orkin, Inc. fielded a poll to consumers and hotel insiders to learn their perceptions of housekeeping issues and uncovered some interesting attitudes in the process.
When it comes to regular hotel users (i.e., those who spend at least one night a month in a hotel), they may not be the most forgiving lot if their bathroom is dirty: they rated bathroom cleanliness as a top concern, and when asked to select conditions that might cause them not to return to an establishment, more than nine out of every 10 (92 percent) chose "visibly unclean bathtub."
Orkin found that pests aren't far behind in their ability to turn off guests. Eighty-five percent of regular hotel-goers reported they might never return to an establishment if they saw or heard a mouse, while 80 percent indicated they might never return to an establishment if they found a cockroach in the bathroom.
On the other hand, linen cleanliness is not as great a concern for hotel guests, though half (51 percent) of regular hotel-goers said a hair on the pillowcase of a "freshly-made bed" might stop them from returning to an establishment.
Perhaps the most important point for chain hospitality brands is that a bad experience at one hotel in the chain has a ripple effect. Over 70 percent of all poll respondents reported that housekeeping problems at one hotel would impact the way they felt about its sister hotels.
Insiders and Consumers Agree on Bathroom Cleanliness but Not on Pest Control
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