Why Towel and Linen Quality and Cleanliness Matter When it comes to staying competitive within the hospitality industry, keeping customers happy is undoubtedly a key priority. But you might be surprised to hear how much of a big role towels play in this.
June 2017
EAT. DRINK. SLEEP
Housekeeping & Laundry Services
A recent study by revolutionary washing system Xeros, found that 94% of hotel guests think towel quality, in particular cleanliness, is important for overall customer satisfaction. In addition, the study found 73% of people think the quality of a hotel’s towels influences their decision as to whether or not to make a return visit, whilst 84% think towel quality influences brand perception. Cleanliness was identified as the most important attribute in towels followed by softness. Surprisingly, high thread counts, the attribute that is generally associated with expensive luxury towels, came in last. Joe Bazzinotti, Global President of Commercial Laundry at Xeros, said: “Savvy hoteliers should consider rethinking the role of towels in their overall brand story. Towels are a relatively unexplored branding touch point in the customer journey and has the potential to be an emotional tipping point turning a visitor into a loyal customer.”
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Whilst 80% of British hotels outsource their laundry operations they could be missing a trick. This is because the most effective way of ensuring your towels and linens stay as clean, soft and fluffy for as long as possible is to invest in an on-premise laundry facility that harnesses the revolutionary technology of the near-waterless polymer bead system, Xeros. The Xeros machine uses 80% less water than conventional washers. Rather than the traditional ‘drop and slop’ method which uses copious amounts of hot water to get materials clean, Xeros uses polymer technology which gently removes soil and stains from fabrics. Lower water temperatures, less harsh chemicals and a gentler cleaning action allow your fabrics to look like new longer, keeping both your bottom line and customers happy. Two years ago, a Hotel & Spa in the Midlands were looking for a trusted service provider who could support their sustainability drive whilst
delivering significant operational savings. The General Manager decided to invest in an on-premise laundry facility using Xeros. They commented: “The Xeros Machine has worked wonders in our laundry. As well as saving a huge amount of water which has contributed to significant cost savings, our towels and robes remain soft and fluffy after hundreds of washes. Even the stains and smells from spa oils are completely removed.”