Best Western re-engineers housekeeping

Best Western International is rolling out its “I Care Clean” program that will bring advanced cleaning technologies used in hospitals, such as UV wands and black lights, to clean guestrooms and common areas at its North American hotels.

Housekeeping staff will use the following tools: 

  • Ultra violet (UV) sterilization wands: Wands are used to sterilize “high touch points” in the hotel such as telephones, clocks, light switches, door handles, bathroom fixtures and common areas that can be difficult to clean with traditional cleaning supplies.
  • UV inspection black lights: These black lights are used as part of the housekeeper inspection process to detect any biological matter, food particles, and more that the human eye cannot see.
  • Clean remotes or wraps for the remote control device: These seamless remote controls are designed specifically to make them easy to clean and disinfect.
  • Pillow and blanket wraps: Extra pillows, blankets and towels are wrapped in 100% recyclable and biodegradable single-use wraps to ensure guests know these products have been cleaned just for them.

Best Western originated this new cleaning initiative after research identified a lack of consumer confidence regarding hotel cleanliness within the mid-scale hotel market. Further research indicated a clean and well-maintained hotel has become the number one priority for guests — surpassing customer service.

Prior to the comprehensive program rollout in 2012, Best Western implemented a pilot program to test the new cleaning tools at select properties across North America. Guest satisfaction scores at properties trained to use the new tools increased substantially, including a 13.3% increase in “overall experience,” a 12% increase in “cleanliness of room” and a 12.4% jump in “intent to recommend.”

In addition to implementing the cleaning program, Best Western is also exploring a “collaborative service” program for housekeeping to better serve its guests and their unique needs. Best Western-led research showed its guests at times perceive housekeeping as an inconvenience during their stay. Given this, the brand is building a “collaborative service” process so guests can choose the time they want their room cleaned (morning or afternoon) and the level of service they would like performed.