It can influence reviews, lower ratings and shape guest satisfaction and future bookings.
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.
Make Cleanliness a Strategic Advantage
Make cleanliness an operational discipline—and deliver guest‑ready stays every time.
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.
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.
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.
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.
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.
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.
With unparalleled expertise and cutting-edge technology, we partner with customers to deliver world-class results and optimized operations. Contact us to learn how we can help you.
Ecolab Inc.
1 Ecolab Place
St. Paul, MN 55102
Ecolab Customer Service
Phone: +1-800-352-5326
Nalco Water Customer Service
Phone: +1-800-288-0879
If you have an urgent request, please call Customer Service at +1-800-352-5326
