How to Reduce Guest Complaints with Better Cleaning Standards
- Servloop Team
- Jul 9
- 6 min read
Whether you manage an Airbnb, holiday rental, serviced apartment, or short-term accommodation in Australia, one thing is certain—cleanliness has a direct impact on guest satisfaction. Today's travellers expect more than just a comfortable place to stay; they expect a spotless, hygienic, and welcoming environment from the moment they walk through the door.
According to hospitality industry trends, cleanliness is consistently one of the top reasons guests leave positive or negative reviews. A single overlooked detail, such as dust on a bedside table, hair in the bathroom, or an unpleasant odour, can quickly turn an otherwise enjoyable stay into a disappointing experience.
The good news is that most cleaning-related complaints are preventable. By implementing consistent cleaning standards, following detailed checklists, and paying close attention to the areas guests notice most, property owners and managers can significantly reduce complaints, improve online ratings, and encourage repeat bookings.
In this guide, we'll explain why guests complain about cleanliness, the most common issues they report, and practical strategies to help you maintain exceptional cleaning standards across every stay.
Why Cleanliness Matters More Than Ever
Cleanliness is often the first thing guests evaluate when they enter a property. Before they admire the décor or enjoy the amenities, they notice whether the space feels fresh, organised, and hygienic.
High cleaning standards help you:
Increase guest satisfaction
Earn more 5-star reviews
Reduce refund requests
Encourage repeat bookings
Build trust with future guests
Protect your property's reputation
In Australia's competitive short-term accommodation market, maintaining exceptional cleanliness is no longer optional—it's essential.
Why Guests Complain About Cleanliness
Most guests don't expect perfection, but they do expect consistency. Small cleaning oversights can make guests question the overall hygiene of the property.
Common reasons guests leave cleanliness-related complaints include:
Dusty furniture or shelves
Hair in bathrooms or on bedding
Dirty kitchen appliances
Sticky floors
Unpleasant smells
Overflowing rubbish bins
Dirty windows and mirrors
Stained towels or bed linen
Mould in showers
Forgotten rubbish from previous guests
These issues may seem minor, but they can quickly affect guest confidence and result in negative reviews.
The 12 Most Common Cleaning Complaints from Guests
1. Hair in Bathrooms
Finding hair in the shower, sink, or toilet is one of the quickest ways to lose a guest's confidence. Always inspect bathrooms carefully after cleaning.
2. Dust on Furniture
Guests often check bedside tables, TV units, shelves, and lamps. Regular dusting helps maintain a fresh appearance.
3. Dirty Kitchen Appliances
Microwaves, ovens, kettles, coffee machines, and refrigerators should be cleaned after every checkout. Food residue or grease creates a poor impression.
4. Unpleasant Odours
Bad smells from bins, drains, refrigerators, or carpets can immediately make a property feel unclean. Ventilate rooms and use odour-neutralising products between stays.
5. Sticky Floors
Kitchen and bathroom floors should always be vacuumed and mopped thoroughly. Sticky or greasy surfaces are instantly noticeable.
6. Stained Linen and Towels
Guests expect crisp, fresh bedding and clean towels. Replace any linen showing stains, discolouration, or excessive wear.
7. Dirty Windows and Mirrors
Fingerprints, water spots, and smudges reduce the overall appearance of cleanliness. Polish all glass surfaces before every check-in.
8. Overflowing Rubbish Bins
Always empty internal and external bins, replace liners, and ensure no rubbish has been left behind.
9. Mould and Soap Scum
Bathrooms should be inspected for mould around grout lines, shower screens, and silicone seals. Regular deep cleaning prevents build-up.
10. Forgotten Areas
Guests often notice dust under beds, behind furniture, and along skirting boards. Include these hidden spaces in every cleaning routine.
11. Dirty Outdoor Areas
If your property includes a balcony, patio, or BBQ area, ensure these spaces are clean and ready for use. Outdoor cleanliness contributes to the overall guest experience.
12. High-Touch Surfaces
Light switches, door handles, remote controls, cupboard handles, and taps should be disinfected after every guest to maintain hygiene standards.
Areas Guests Notice Within the First Five Minutes
First impressions are incredibly important. Guests typically inspect these areas almost immediately:
Entryway
A clean entrance, tidy pathways, and a welcoming presentation create confidence before guests even step inside.
Bathroom
Bathrooms should smell fresh, sparkle, and be free from hair, mould, soap residue, and water stains.
Kitchen
Guests expect spotless benchtops, clean sinks, polished appliances, and empty bins.
Bedroom
Fresh linen, neatly arranged pillows, and dust-free furniture help guests feel comfortable and relaxed.
Living Area
Vacuumed floors, clean furniture, organised décor, and fingerprint-free glass create a positive first impression.
Create a Cleaning Checklist That Prevents Complaints
A detailed cleaning checklist helps ensure consistency between every guest stay.
Before Guest Arrival
Vacuum and mop all floors
Dust every surface
Sanitise bathrooms
Clean kitchen appliances
Replace bed linen and towels
Empty all rubbish bins
Check windows and mirrors
Restock toiletries and essentials
Test lights and appliances
Complete a final inspection
Weekly Maintenance
Deep clean bathrooms
Wash windows
Dust ceiling fans
Clean skirting boards
Vacuum furniture
Inspect outdoor spaces
Monthly Deep Cleaning
Steam clean carpets
Clean upholstery
Wash curtains where required
Deep clean ovens
Clean air-conditioning filters
Pressure wash outdoor entertaining areas
Room-by-Room Cleaning Standards
Kitchen
Sanitise all benchtops.
Degrease the cooktop and splashback.
Wipe cupboards and drawer handles.
Empty and disinfect the fridge.
Check inside the microwave and oven.
Polish stainless steel appliances.
Bathroom
Disinfect the toilet, basin, shower, and bath.
Remove soap scum and mould.
Polish mirrors and chrome fittings.
Replace towels and toiletries.
Mop floors using disinfectant.
Bedroom
Replace bed linen with freshly laundered sets.
Dust bedside tables and wardrobes.
Vacuum under the bed.
Check for forgotten guest belongings.
Ensure pillows and mattresses are clean and in good condition.
Living Areas
Dust all furniture and décor.
Vacuum rugs and carpets.
Mop hard flooring.
Clean windows and mirrors.
Sanitise remote controls and light switches.
Outdoor Areas
Sweep patios and balconies.
Clean outdoor furniture.
Empty outdoor bins.
Wipe BBQ surfaces if provided.
Remove leaves and debris.
Common Cleaning Mistakes That Lead to Bad Reviews
Even experienced hosts can overlook details that affect guest satisfaction. Avoid these common mistakes:
Rushing the turnover between bookings.
Reusing dirty cleaning cloths.
Forgetting to inspect under beds and behind furniture.
Ignoring unpleasant odours.
Leaving fingerprints on mirrors and glass.
Skipping high-touch surfaces.
Failing to replace stained linen.
Overlooking outdoor entertaining areas.
DIY Cleaning vs Professional Cleaning
DIY Cleaning | Professional Cleaning |
May miss hidden areas | Uses detailed cleaning checklists |
Basic household products | Commercial-grade equipment and products |
Time-consuming | Faster and more efficient turnovers |
Quality varies | Consistent cleaning standards |
Greater risk of guest complaints | Lower risk of negative reviews |
Professional cleaning services help maintain consistency, especially for Airbnb hosts and property managers handling frequent guest turnovers.
Tips for Maintaining High Cleaning Standards Year-Round
To consistently reduce guest complaints:
Train all cleaning staff using the same checklist.
Carry out a final inspection before every check-in.
Schedule seasonal deep cleaning.
Replace worn towels and linen regularly.
Encourage guest feedback and act on recurring issues.
Keep cleaning supplies and equipment in excellent condition.
Review cleaning procedures regularly to ensure they meet guest expectations.
Frequently Asked Questions
How can I reduce guest complaints about cleanliness?
The best way to reduce complaints is to follow a detailed cleaning checklist, inspect the property before every check-in, sanitise high-touch surfaces, replace linen after every stay, and schedule regular deep cleaning.
What do guests notice first when entering a holiday rental?
Guests typically notice the property's smell, entrance, bathroom, kitchen, bedroom, and overall presentation within the first few minutes of arrival.
How often should an Airbnb or holiday rental be deep cleaned?
Routine cleaning should be completed after every guest stay, while a comprehensive deep clean is recommended every one to three months, depending on occupancy levels.
Why is professional cleaning important for short-term rentals?
Professional cleaners follow consistent procedures, use commercial-grade equipment, and pay attention to details that are often missed during routine cleaning, helping reduce guest complaints and improve review ratings.
What areas are most commonly overlooked during cleaning?
Hidden areas such as under beds, behind furniture, skirting boards, ceiling fans, air-conditioning vents, window tracks, and outdoor spaces are frequently overlooked but can significantly impact guest perceptions.
Can better cleaning standards improve online reviews?
Yes. Cleanliness is one of the most common factors guests mention in online reviews. Maintaining consistently high cleaning standards can lead to better ratings, more positive feedback, increased repeat bookings, and stronger trust from future guests.
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