EHL | September 15, 2022
By Dr Luciano Lopez, Dr Florent Girardin Customer perception Anyone visiting hotels this past decade will have seen the message in the bathroom asking guests to help save resources by putting the towel on the floor only if a new towel is needed. Some clients may perceive this message positively as they will associate the hotel as an eco-friendly company. Some others may have a totally different perception and understand this message as a way for the hotel to reduce costs by cleaning less towels daily, to the detriment of guest comfort. Thus, depending on the client's perception, the impact on the hotel (brand perception, willi...
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