Latest News
HomeRegional NewsEuropeOne in three customer complaints ignored by hotels
Research

One in three customer complaints ignored by hotels

Room cleanliness tops list of grievances from disgruntled guests. Respondents reported to new research from hotel health and safety expert CheckSafetyFirst.com, noticeably dirty sheets as well as cases of strong or funny smells in bedrooms.

Staff take no action in almost a third (29 per cent) of cases when a guest has complained about their hotel room, according to new research from hotel health and safety expert CheckSafetyFirst.com. This is worrying news for the hotel industry given that 68 per cent of travellers view room hygiene as the most influential factor of brand image.

The research included guest experiences that have been so bad visitors have refused to stay despite having pre-paid with no chance of a refund. And to make matters worse for hotel managers, disgruntled travellers commented on several health and safety issues including the presence of mould/ damp, broken furniture and dirty bathrooms, putting far more than brand reputation at stake.

Respondents reported noticeably dirty sheets as well as cases of strong or funny smells in bedrooms. One traveller stated, “On a family trip abroad, my wife and I found the sheets in our room were markedly dirty on arrival. Despite complaining to hotel staff, who claimed they would ‘look into the issue’, an unacceptably little amount of action was taken to rectify the situation.”

Another anonymous respondent commented, “On numerous different trips I have had to contact the reception desk immediately upon entering my hotel room, because the room has just been disgusting.”

“We are shocked to learn that so many customer complaints are being ignored by hotels around the world,” says Steve Tate, chairman at CheckSafetyFirst.com. “Many hotel bookings are paid for in advance, meaning guests have little leverage when complaining. But it still goes without saying that customer satisfaction should be the primary focus of every hotel.

“This survey shows that basic cleanliness and hygiene issues are being ignored by hotel staff. Hotel managers must emphasise checking standards regularly to ensure they keep customers happy, and above all safe, by taking a proactive approach to monitoring health and safety criteria. Measureable checks set against an objective standard are essential to improving quality.

“With the amount of information that is available over the internet, travellers have more opportunities than ever to share their experiences – be they good or bad. Guests need to do their homework and use the online tools available to them to check that a hotel is meeting international standards for cleanliness and hygiene; not doing so will risk their enjoyment of a holiday or worse, compromise their health and safety,” Tate concludes.

The research by Checksafetyfirst.com was conducted independently with 100 participants, all of whom are British travellers.

Co-Founder & Chief Editor - TravelDailyNews Media Network | Website | + Posts

Vicky is the co-founder of TravelDailyNews Media Network where she is the Editor-in Chief. She is also responsible for the daily operation and the financial policy. She holds a Bachelor's degree in Tourism Business Administration from the Technical University of Athens and a Master in Business Administration (MBA) from the University of Wales.

She has many years of both academic and industrial experience within the travel industry. She has written/edited numerous articles in various tourism magazines.

28/03/2024
27/03/2024
26/03/2024
25/03/2024
22/03/2024
21/03/2024