TrustYou has released the 'Cleanliness Benchmark Report 2026 Based on Hotel Reviews,' an analysis of review data for hotels in Japan. The report analyzes ratings regarding hotel 'cleanliness' over a three-year period from August 2023 to July 2026, categorized by hotel class and type, based on review data aggregated by TrustYou CXP. The study covered 669 properties across six hotel classes in Japan, analyzing approximately 3.17 million reviews.

An analysis of 30 major hotel brands and groups in Japan revealed a correlation coefficient of 0.77 between ‘guest room cleanliness scores’ and ‘overall rating scores,’ which means that efforts to ensure cleanliness are likely to contribute to improving a hotel's overall reputation.

Out of the approximately 3.17 million reviews analyzed over the three-year period, 424,731 (approximately 13%) referred to housekeeping (guest room cleaning).

By category, high proportions of critical comments were observed regarding furniture (76.9%), shower areas (73.8%), beds (55.9%), and bathrooms (53.1%). Notably, bathrooms and shower areas consistently received lower ratings than guest rooms across all hotel classes, ranging from economy to luxury.

Furthermore, even the luxury class, which held the highest overall ratings, ranked fourth out of the six classes in terms of ‘hotel cleanliness’ scores. This demonstrates that cleanliness quality cannot be judged based on hotel price point alone.

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