Infographic explaining that hotel cleanliness is essential for guest satisfaction, featuring survey insights and a housekeeping image.

A recent study shows what guests are saying – learn what issues have the greatest impact on guest satisfaction, reviews and likeliness to return.

A third-party survey of 598 hotel guests conducted on behalf of Ecolab in November, 2025 examines what drives hotel selection, what leads guests to return or not and which factors most often result in negative reviews or reduced guest satisfaction scores. 

The findings are clear: cleanliness is one of the top factors that guests use to choose a hotel, and it is one that hotels can directly control.

 

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Cleanliness is critical to drive repeats stays and reduce negative rating and reviews

Graphic showing top issues that prevent hotel guests from returning, including cleanliness, pests, odors, stains, and security concerns.
Statistic graphic stating that 72% of guests would give low ratings due to odor, mold, pests, or stained linens.
Negative reviews rating chart
Professional in a white lab coat with an Ecolab logo, standing with arms crossed in a modern indoor hallway.

Make Cleanliness a Strategic Advantage

Make cleanliness an operational discipline—and deliver guest‑ready stays every time.

  • Set clear standards for housekeeping.

  • Prevent issues through maintenance and pest programs.

  • Equip teams with the training and the tools to resolve problems before guests arrive.
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Solutions for Critical Cleanliness Challenges

Housekeeping staff with cleaning cart in hallway near room 1134, engaged in cleaning duties.

Room Cleanliness is the #1 reason guests leave negative hotel reviews

Cleanliness is also the #1 issue that would prevent a 5-star rating and return visit.

Clean, Disinfect and Freshen Faster
Lodging

Odor is a top issue that prevents return stays and leads to negative reviews and reduced ratings

Odor drives 84% of hotel guests to lower guest satisfaction ratings by at least 2 stars.


Eliminate Biological OdorsTackle Common Stubborn Odors
Lodging

Mold or Mildew in the shower or tub is the #1 cleanliness issue preventing a 5-star rating

Plus, 60% of hotel guest would consider staying at another hotel on a return visit.

Remove Mold and Mildew
Hospitality Images

Evidence of Pests is a leading reason guests leave negative reviews and may not return

72% of guests would also reduce their guest satisfaction rating by at least 3 stars.


Reduce your Risk of Bed BugsProtect Against Common Pests
Hotel Lenin

Stained Linens impact guest satisfaction scores and return stays

Stained linens lead 73% of guests to give a 2-star rating or less and 54% to reconsider a return stay.


Tackle Tough StainsSave Water, Energy and Time
Lodging

68% of guests say pool availability is an important factor in choosing a hotel

Cleanliness of the pool area is the #1 factor leading guests to believe they will have a safe, enjoyable pool experience.

Keep your Pool in Balance

One miss can outweigh an otherwise great stay.

Connect with an Ecolab expert and make cleanliness a strategic advantage

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