Britain’s hospitality industry could be missing out on £500MILLION over unclean toilets, report reveals

A survey commissioned by hygiene company Essity estimates that Britain’s hospitality and leisure venues could gain nearly £492 million in additional revenue if their toilets better met customers’ expectations. The report says washroom quality affects how much people spend, whether they return and the reviews they leave, making cleanliness and accessibility part of the wider customer experience.

The research drew on responses from 5,010 consumers and 1,000 venue managers. It found 69 per cent of venues do not meet consumer standards across all areas, while 56 per cent of consumers said they might spend more where washrooms are excellent. Up to 48 per cent would consider leaving a negative review over unacceptable facilities, and 65 per cent would take their money elsewhere; the report estimates potential losses from unsuitable washrooms at £645 million.