5 Ways to Meet Post-Pandemic Guest Hygiene and Cleanliness Expectations

Post-pandemic “generation clean” guests expect enhanced health and cleanliness protocols.

Now that COVID fears and concerns have eased and people are traveling again, hotels must meet the post-pandemic cleanliness and hygiene expectations of “generation clean” hotel guests who need to feel safe and healthy in their accommodations, according to hospitality software company Amadeus.

To gain the confidence of post-pandemic travelers, hotels must prioritize hygiene and sanitization, social distancing options and contactless service options.

“These heightened cleanliness expectations may also influence shopping and booking decisions,” says Amadeus. “Therefore, evolving operating procedures to address health and safety concerns from both staff and guests will be crucial.”

Today’s travelers prefer hotels that offer the following post-pandemic practices, according to survey results from the 2022 State of the Industry Report from hospitality software company RMS North America:

• Enhanced cleaning in communal spaces: 67 percent
• Mask wearing indoors: 39 percent
• Contactless check-in and check-out: 52 percent
• Acrylic or other barriers to limit staff and guest interactions: 20 percent
• Social distancing: 38 percent

“Mask mandates, travel bans, and occupancy restrictions may be slowly going down, but expect some reminders of the pandemic to stick around,” says the RMS report. “Increased cleaning protocols and self-service technology, like contactless check-in, are still in demand.”

Looking for ways to meet guests’ new post-pandemic expectations or want to check whether your practices are already in line with what guests want?

Here are five tips for making sure guests know that your hotel is on top of sanitization, disinfection, hygiene and overall cleanliness.

1. Use contactless check-in and check-out

Allow guests to check in and out by using your hotel’s or another mobile phone app. This practice limits contact with staff and other guests while waiting in line.

“Gone are the days when guests exchanged pleasant banter with the reservation desk clerk at check-in,” according to hospitality technology solutions company Stayntouch. “In a post-COVID-19 world, they want to lower contact with strangers. 

“If you haven’t already, you should invest in self-check-in kiosks or guest mobile check-in to minimize interactions. You benefit, too [since] you can program the screen to upsell and generate revenue when guests book additional services.”

2. Implement a cleaning plan of action

Create a cleaning plan of action that includes a checklist for deep-cleaning hotel rooms, meeting spaces and restaurants, advises Amadeus. Do the same for the lobby, fitness center, pool and other common areas. In addition to enhanced guest room cleaning protocols, Amadeus recommends the following checklist items:

• Regular cleaning and maintenance of filters and ventilation systems for optimal air quality
• Scheduled checks of equipment to ensure machinery is working properly to keep air quality high and areas of the hotel clean
• Ask staff to red-flag areas of concern around hygiene and sanitization
• Clearly communicate hotel hygiene and cleanliness protocols to guests in all communications

3. Provide contactless room keys

Using a keyless entry system that lets guests use their smartphone as a room key is another contactless method that today’s hygiene-conscious guests appreciate.

“Your guests no longer want to grasp door handles. They’re among the most frequently touched surfaces,” says Stayntouch. “Spare them the hand sanitizer with touchless keycard entry systems that don’t require them to manipulate a handle.”

4. Provide plenty of hand sanitizer

Install additional hand sanitizer stations in the lobby, hallways, at elevators, in public restrooms and all common areas of the hotel. Also place hand sanitizer stations or bottles in guest rooms.

5. Boost cleanliness visibility

“To make the most out of your new cleanliness processes, ensure that you’re making your standards clear at all customer touchpoints,” advises Amadeus. “This will act as both a potential differentiator against the competition and a value-added benefit for guests.

“Make cleanliness a part of your brand promise to deliver subconscious reassurance for shoppers that your property will be clean, safe, and secure.”

Place information about sanitization practices in guest rooms and on your website. Mention your hotel’s high cleaning standards and contactless service options in social media posts.