The Most Important Factor for Hotels to Get Positive Online Reviews

August 4, 2023

It’s not location, location, location. It’s cleanliness, cleanliness, cleanliness. Hotel cleanliness and housekeeping are essential factors that significantly impact guest satisfaction and positive reviews. Among the various factors that shape a guest’s hotel experience, cleanliness stands out as the one that carries the most weight in the eyes of guests.

Numerous research studies and surveys suggest that a hotel’s cleanliness is one of the main factors guests consider when deciding whether to return or recommend a hotel to others. For example, a 2016 study found that cleanliness and comfort were two of the top-rated factors influencing hotel guest satisfaction.

Hotel guests assume their room will be clean. To them, it’s a given, a sure thing, no ifs, ands, or buts about it. It’s the very basic thing guests expect. From fresh sheets, tidy bathrooms, dust-free surfaces, and a spotless floor to clean and inviting common areas, such as a lobby or restaurant, cleanliness in all areas of your hotel is vital for winning over guests. 

Cleanliness is a direct reflection of your hotel’s image and how guests see you and compare you to other hotels. A well-maintained and clean environment tells your guests that you care about their comfort and wellbeing and can lead to higher guest satisfaction, positive reviews, and return stays.

Online reviews and ratings are more important than ever for a hotel. Past guests can easily share good and bad experiences they had at your hotel with potential guests from around the world. Both positive and negative reviews can influence whether or not someone shopping for a hotel in your area chooses yours. A single negative review about your hotel’s cleanliness can make a potential guest book a room somewhere else, and worse, damage your reputation.

Hotel cleanliness is closely tied to how effective and efficient your housekeeping operations are. A well-trained, quick, and professional housekeeping staff can have a big impact on creating a positive guest experience.

Staff should have the technical skills to maintain cleanliness, but also be trained in soft skills, like politeness, attention to detail, prompt service, and the ability to handle guest queries and complaints efficiently. Personalized and attentive service can leave a lasting positive impression on guests and contribute to positive reviews.

Housekeeping apps, like MOP, can go a long way to help housekeeping and maintenance staff stay ahead of problems, deliver on the promise of cleanliness, and respond to guest requests quickly and without delay.

Continuous investment in housekeeping operations, including back-office technology, staff training, and adopting high cleanliness standards, is crucial for your hotel to succeed in today’s highly competitive hospitality industry.

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