The hidden cost of odour complaints in hotels: protect your reviews, protect your revenue

In the hospitality industry, guest experience is everything. One of the most common (and damaging) complaints across review platforms relates to unpleasant odours. Whether from smoking, food, damp, or poor washroom hygiene, these smells undermine perceptions of cleanliness and professionalism.

Why odour complaints matter
Bad smells create a lasting impression. Even if the room is spotless, a lingering odour can suggest that it is unclean or poorly maintained. Guests may not mention it at reception, but it often appears in public reviews, reducing your rating and deterring future bookings.

According to recent industry surveys (for example, the Ecolab Hotel Cleanliness Consumer Survey), cleanliness and odours are key drivers of guest reviews: odours rank among the top negatives.
• Cleanliness is one of the top three drivers of hotel reviews
• Even one negative review can significantly lower average ratings
• Many guests interpret odours as signs of poor hygiene

What causes persistent smells?
Common causes of persistent odours in hotels:
• Smoke from tobacco or vaping
• Food from in-room dining or guest leftovers
• Pets and pet bedding in pet-friendly rooms
• Mould and damp in older or poorly ventilated spaces
• Poorly ventilated washrooms and waste areas
Sprays and fragrances might mask these temporarily but do not remove the cause.

AIRsteril: the solution for odour complaints
AIRsteril units eliminate odours and volatile organic compounds whilst neutralising bacteria. In guest rooms, washrooms, corridors or back of house areas, AIRsteril helps:
• Maintain a consistently fresh environment
• Support cleaning teams in fast turnaround scenarios
• Prevent recontamination and lingering smells

Many hotels use the MP100 rapid decontamination unit between guests to restore room freshness in under 30 minutes. Fixed units provide 24/7 control in shared areas.

Protect your brand reputation
Odour issues do not just affect one night’s stay. They influence word-of-mouth, online reviews and brand perception. With AIRsteril:
• Guests are less likely to post negative reviews
• Staff spend less time re-cleaning or responding to complaints
• Properties uphold brand standards across all locations

Want to reduce complaints and protect your ratings?

Get in touch to explore AIRsteril solutions for odour and hygiene control in your hotel.