The Guest Experience is All About Cleanliness and Not Much Else

Luxury amenities and lavish interiors don’t mean much unless it’s spotless and pristine. Think about it. One stain, one overlooked piece of trash makes an immediate impact and one that’s hard to come back from. Not to mention COVID created an even higher standard of cleanliness, pushing bed bugs from the top worst case scenarios for guests, at least for now.

Research consistently shows that cleanliness can make up a significant portion of a guest's impression —estimates range from 70% to 85% of what shapes a positive or negative experience in hotels, resorts, and other hospitality settings. Here’s why:

1. First Impressions Matter: It’s the first thing guests notice when they arrive at the property, make the anticipated walk to the room and then enter through that hotel room door. The look and smell sets the tone, immediately giving guests confidence they’ve made the right choice. They can easily cut their stay short or choose another property.
2. Trust Breeds More Active and Repeat Guests: Guests want to feel that their space is safe, especially with high-touch surfaces and bedding. A clean room ensures a guest’s comfort and makes them more likely to trust and explore additional experiences during their stay. When guests experience a consistently clean environment, they’re more likely to return to that establishment and recommend it to others.
3. Guests Read Reviews Before Booking: Take a look at negative reviews for a hotel property and most of them are photos of subpar living spaces. Even one negative mention of an unclean room or facility can hurt future bookings. Guests are likely to forgive minor inconveniences, but an unclean room is harder to overlook and often leads to negative reviews or complaints.
4. Guests want to Stay Healthy – and Happy: Cleanliness is crucial for guest health, especially in shared spaces like lobbies, gyms, and pools. Hotels that prioritize hygiene with regular, thorough cleaning routines can prevent the spread of germs and illness. The last thing any hotel wants is the spread of flu and guests confined to their room AND miserable.

Hotels, restaurants, resorts, and event venues are held to higher cleanliness standards than just about any other industry. Here’s how hotels can benefit from hiring the best when it comes to commercial cleaning:

Enhanced Guest Experience and Satisfaction

The hospitality industry thrives on positive guest experiences, which lead to higher customer satisfaction and increased loyalty. When a guest enters a clean property, they’re immediately put at ease and feel more relaxed, knowing the establishment is reputable and competent. Clean, fresh-smelling rooms and bathrooms signal that management cares about guest comfort, which can lead to favorable reviews and repeat visits.

An unclean environment can have the opposite effect, leading to complaints and negative feedback that can harm the establishment's reputation. By investing in professional commercial cleaning, hotels and other hospitality businesses can create a consistently positive environment that meets guests’ expectations and makes them feel valued.

Healthier Environment than Home – And a Compliant One 

High-traffic areas in hotels, such as lobbies, gyms, spas, pools, and guest rooms, can quickly become breeding grounds for germs and bacteria. Commercial cleaning companies employ specialized techniques and products to sanitize these areas effectively, helping prevent the spread of illness among guests and staff. Many professional cleaning services use hospital-grade disinfectants and employ rigorous protocols to reduce the presence of viruses, bacteria, and other pathogens.

In addition to health concerns, cleanliness is a critical part of compliance with regulatory standards. Many hospitality businesses must meet strict health and safety requirements set forth by local health departments. A professional cleaning company ensures that all areas of the establishment meet these standards, protecting both guests and employees from potential health risks and avoiding costly fines or temporary closures.

Increased Employee Productivity and Morale

It rubs off on the staff too. A clean, organized workplace isn’t just good for guests – it’s also essential for employees. Staff who work in a clean and well-maintained environment tend to be more productive and have higher morale. Employees in hotels, for example, work long hours to meet the demands of guests, and a cluttered or dirty environment can contribute to stress and fatigue. When spaces are kept clean, it allows workers to focus on providing quality service without the added burden of dealing with unsanitary or disorganized areas.

Moreover, employees who see management prioritizing cleanliness and hygiene often take pride in their workplace. This can lead to lower turnover rates, as well as better teamwork and a more positive workplace culture. When staff members are happier, they’re more likely to provide exceptional service, which in turn enhances the guest experience.

Protection of Brand Reputation and Loyalty

Brand reputation is everything in the hospitality industry. Reviews, ratings, and word-of-mouth recommendations are crucial for attracting new business and retaining loyal customers. In today’s digital world, a single negative review can reach thousands of potential customers, making it essential to uphold high standards of cleanliness. A clean and well-maintained environment communicates professionalism and reliability to guests, and it can directly impact online reviews and guest ratings.

Hiring a professional cleaning company that understands the unique demands of the hospitality sector helps to ensure that every corner of the establishment reflects positively on the brand. Guests who experience consistently high standards are more likely to become repeat customers and recommend the business to friends, family, or even their online followers. This loyalty can lead to increased bookings and a stronger market position.

Preventative Measures

Routine, professional cleaning extends the lifespan of furniture, carpeting, fixtures, and equipment by preventing buildup of dirt, dust, and grime that can lead to damage. For instance, regular carpet cleaning can help maintain its appearance and avoid premature replacement, saving the business thousands of dollars.

Additionally, regular maintenance and cleaning reduce the likelihood of major issues, such as mold infestations or pest problems, which could require costly repairs or even a temporary closure. By investing in preventative maintenance through commercial cleaning, hospitality businesses can avoid these unexpected expenses and budget more effectively for the long term.

Flexibility and Customization

Commercial cleaning services can be customized to meet the specific needs of each business, allowing hospitality establishments to design cleaning plans that fit their operations. For example, some hotels might need daily deep cleaning of high-traffic areas, while others might only need periodic maintenance cleaning for guest rooms. With a flexible commercial cleaning contract, businesses can adjust their services as needed, scaling up during peak seasons and scaling down during slower periods.

Customized cleaning schedules mean businesses can receive the exact services they need without overspending on unnecessary tasks. This flexibility is invaluable, allowing hospitality businesses to remain efficient and adaptable to their guests' needs.

Conclusion

In the highly competitive hospitality industry, cleanliness is a powerful differentiator. It has a direct impact on guest satisfaction, employee productivity, health and safety, brand reputation, and long-term profitability. By investing in commercial cleaning, hospitality businesses can ensure they’re creating a welcoming environment that exceeds guest expectations and supports the well-being of everyone involved.