Poor toilets costing UK venues £500m annually in lost trade

Summarised from 2 outlets · Updated 5 Nov, 13:34 · Archive

Substandard toilets are costing UK venues up to £491.8m a year as unhappy customers spend less and leave bad reviews.

Research commissioned by hygiene firm Essity found that poor toilet standards are costing UK venues up to £491.8 million annually. A survey of 5,010 consumers and 1,000 managers across hospitality, leisure, entertainment and travel sectors revealed that 69% of venues do not meet customer expectations for washroom facilities.

Customers who encounter toilets exceeding expectations—well stocked with toilet roll, soap and sanitary products—spend an average of £4.50 more per visit. The potential revenue boost breaks down as £98 million for restaurants, £63.5 million for hotels and £61.8 million for pubs, with additional gains from cinemas, gyms and museums.

The research identified significant gaps in provision. Fourteen per cent of managers admitted they do not properly cater for women during periods, while 22% lack confidence their facilities support guests with sensitive skin conditions. Nineteen per cent expressed concern over supporting people with incontinence, and 15% were uncertain their toilets accommodate visitors with restricted mobility. Managers also noted gaps for neurodivergent guests (21%) and those with anxiety or sensory difficulties (23%). Additionally, 23% of venues run out of toilet roll daily and 19% regularly run out of paper towels.

Meanwhile, 86% of adults surveyed said 'inclusive hygiene' is important to their experience, and 48% said they would leave negative reviews for poor washroom standards.

How it is being reported

• UK venues lose out on £500m as unhappy customers turn away over 1 major oversightMillions of customers are turning away from UK venues due to one area that's overlooked - and businesses are paying a heavy price.Daily Express · 5 Nov, 13:07
• UK venues losing £500m a year over 1 crucial customer detailSubstandard toilets are costing UK venues up to £491.8m a year as unhappy customers spend less and leave bad reviews.The Mirror · 5 Nov, 12:57

In this story: UK · Essity

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