Secrets to the perfect hotel guest experience revealed

The bed tops guests essentials list above a warm welcome, an attractive view and quality facilities as the most important factor for a good stay, according to a survey of UK hospitality staff by the professional division of Miele.

However, the survey also found that bedding quality and cleanliness are often not living up to guest expectations.

Respondents identified bedroom and bedding cleanliness as the number one priority for their guests – beating a welcoming reception, facilities and star rating and even good value for money. In fact, 88% said the bedroom was more important than any other part of the hotel and a well-run laundry also vital to a positive guest experience in many UK establishments. Yet, despite the obvious importance of room hygiene, hotel workers identified stained bed linen as the second most likely customer cleanliness complaint.

The survey, produced for Miele by market research company Sapio, found that managing laundry operations in-house is key to maintaining the standard of the laundry, with 54% of respondents identifying ‘reliability’ as the top associated factor with an on-premise laundry (OPL).

Stained bedding is the most common customer complaint, according to 18% of respondents, with make-up, bodily fluids and food and drink adding further complexities to laundry.  In turn, 74% of workers found that changing the bedding is the most common reaction when dealing with a cleanliness complaint. Improving laundry quality can therefore reduce complaints and the need for bedding changes, leaving guests with a more positive perception of the hotel.

While housekeeping strive to keep rooms ship shape, guests don’t often help, leaving all sorts of strange lost property behind to clear up, including valuable documents, sex toys, false teeth and even prosthetics.

Sam Bailey, sales and marketing director of the Professional division of Miele, commented, “The market research revealed a number of critical insights – most notably how important a well-operated laundry is to the guest experience. An on-premise laundry solution can give employees greater control over the standard of their laundry and could reduce customer complaints around the cleanliness of linen and therefore the need for bedding changes. While the main on-premise laundry challenge highlighted was a lack of space, we find that many of our customers are pleasantly surprised at how little room is actually required.”