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Survey: Travelers expect visible sanitation

Two new surveys from P&G Professional examine ways businesses will need to reassure customers and guests as they emerge from COVID-19 shutdowns. 

In May, P&G Professional, the away-from-home division of Procter & Gamble, surveyed 850 frequent business and leisure travelers and 974 diners about how COVID-19 has impacted their expectations about future travel and dining experiences. The surveys revealed that more than 70 percent of hotel guests and 80 percent of diners believe COVID-19 will have a medium to large impact on their expectations, even as nearly 50 percent of each group plans to return to their routines within the next three months.

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Seventy percent of travelers and 58 percent of diners, respectively, said they would patronize a hospitality or foodservice establishment if they knew the business was using a manufacturer or brand of cleaning products they personally knew and trusted. In addition, 55 percent of travelers would be willing to pay more for a hotel room and one in three diners would be willing to pay more for a meal if they knew the business was using a personally recognizable and trusted brand of cleaning products. 

Virtual Roundtable

Post COVID-19: The New Guest Experience

Join Hotel Management’s Elaine Simon for our latest roundtable—Post COVID-19: The New Guest Experience. The experts on the panel will share how to inspire guest confidence that hotels are safe and clean and how to win back guest business.

By the Numbers

  • Fifty-seven percent of travelers expect more transparency around what hotels are doing to keep guests safe and rooms clean, both in-person and on the company website
  • Sixty-seven percent expect to see more thorough and frequent cleaning and 61 percent expect to see more visible methods of cleaning, like pamphlets and signage
  • Cleanliness and housekeeping procedures were ranked as most the important attributes for hotel guests, surpassing both the price of the room and location of the hotel 
  • More than 70 percent of diners expect more thorough and frequent cleaning, saying bathrooms, buffets, tables, chairs and counters are the most important areas to clean
  • Diners support changes to staff procedures to ensure safety, testing sick employees before they return to work, and having employees wear masks and gloves 
  • Cleanliness ranked as the second most important attribute for a diner’s experience behind only the quality and taste of food, however, 74 percent want to know how restaurants are cleaned and sanitized and what is being done to ensure food safety
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