Not long ago, I returned to my hotel room and found someone cleaning my toilet with a washcloth. As someone who recycles textiles, I can appreciate the property’s repurposing of product. However, being a customer, and noticing the same style of washcloth neatly folded with the rest of the towels, I was none too happy. 
 
I recently read a study by the Chubb Group of Insurance Companies that asked, “What do guests value most in a hotel?” Out of 1,000 respondents, 43% said cleanliness (price and location were second and third). This doesn’t surprise me, since according ...