OYO launches ‘Spotless Stay’ program; to conduct 3000+ hotel audits per month
Chennai: Global hospitality technology company OYO has launched a flagship customer experience program, ‘Spotless Stay,’ to deliver an enhanced stay experience. The program was initiated after the company’s consumer research findings revealed that clean and hygienic room was the topmost feature in customer experience journey, followed by property aesthetics. As a part of the Spotless Stay program, hotels with high cleanliness ratings from customers will be awarded benefits such as high search rankings.
The property owners will be asked to conduct an overhaul and thorough deep cleaning, including replacement of upholstery, linen, sheets, and pillow covers. A follow-up audit will be conducted within one week to track the progress in case any area is found lacking. In case the issue persists, such hotels will be put on performance improvement plan to ensure that the required parameters are met.
The company has already implemented the Spotless Stay initiative across 250+ OYO hotels. Post the audits overall customer satisfaction score improved by 35%. The same will be implemented across all OYO properties by the end of July.
Talking about the new initiative, Shreerang Godbole, Chief Service Officer – OYO said: “We are committed to addressing one of the biggest issues that our customers face, head-on. There is no denying that in-room hygiene and property upkeep has been a persistent pain-point for many of our customers. However, we realised that without physical presence on the ground and assuming direct responsibility, we couldn’t effectively tackle this issue. By conducting regular audits and addressing any areas of concern by engaging with property managers, we hope to promptly address cleanliness issues and provide a consistent experience to our guests.”
OYO has consistently been undertaking initiatives to improve customer experience. Currently, 70% of the customer queries are resolved within 30 minutes, a metric that OYO is trying to further improve upon. Recently, the company also launched Super OYO, a strategic program which recognizes hotels that provide the most consistent and high-quality customer experience. OYO is planning to launch multiple initiatives in coming months which will further help in ensuring smoother customer journeys.
About OYO
OYO is a global platform that aims to empower entrepreneurs and small businesses with hotels and homes by providing full-stack technology products and services that aim to increase revenue and ease operations, bringing easy-to-book, affordable, and trusted accommodation to customers around the world. OYO offers 40+ integrated products and solutions to patrons who operate over 168,711 hotel and home storefronts in more than 35 countries including India, Europe and Southeast Asia, as of September 30, 2022. For more information, visit – https://www.oyorooms.com/
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