Q
We see negative reviews for properties that guests perceive are not clean. How
impactful are these reviews on business?
A
Guest experience is the primary driver of guest loyalty. If guests feel like they can depend upon a hotel for a clean, healthy and enjoyable stay, then guest loyalty will be earned. Some hoteliers will skimp on cleaning and maintaining facilities to save on business costs; however, they will end up losing guests and RevPAR by not investing in their hotel environment.
Q
How can hoteliers assure guests that their property is clean and healthy?
A
Guest spend a minimum of 6-8 hours daily in a hotel bed. Ensuring the guest experiences quality materials with a clean, protected mattress is essential. Ensuring the room environment is organized and odor-free is also essential. Then, friendly, supportive, responsive and knowledgeable housekeeping staff completes the offering. Achieve success across those three points, and you are bound to reap the benefits of repeat guest business and positive reviews.
Q
What opportunities do hoteliers
have to express the steps taken to ensure a great stay?
A
Never underestimate the power of simple signage. A tent card reading “Your mattress is kept healthy by Protect-A-Bed” or “Your TV remote had been disinfected and cleaned for your health” can go a long way to increasing awareness and communicating your commitment to a comfortable and healthy guest experience.