bedroom with a city view

When you’re ready to travel again,
we’ll be ready to welcome you.

As the world adjusts to new travel norms and expectations, we’re enhancing the experience for you – our hotel guests – by redefining cleanliness and supporting wellbeing throughout your stay. We are expanding our commitment to cleanliness by: Using new science-led protocols and service measures, Partnering with industry-leading experts Cleveland ClinicEcolab and Diversey, and Launching a global IHG Clean Promise. These strengthened procedures are designed to give you greater confidence and hotel teams the protection needed.

IHG Way of Clean

We have a long-standing commitment to rigorous cleaning procedures and launched our IHG Way of Clean program in 2015 – developed in partnership with Ecolab and Diversey – both world leaders in hygiene and cleaning technologies and services. This program is now being expanded with additional COVID-19 protocols and best practices – many of which are already in place – to reflect the advice of the World Health Organization, Centers for Disease Control & Prevention, and local public health authorities in markets around the world.

IHG Way of Clean  already includes deep cleaning with hospital-grade disinfectants, and going forward, guests can expect to see evolved procedures in every area of the hotel, which may include:

  • Reception: Reduced contact at check-in, touchless transactions, front desk screens, sanitizer stations, sanitized key-cards, paperless check-out
  • Public Spaces and Facilities: Additional deep cleaning of high touch surfaces, social distancing, ‘last cleaned’ charts, best practices for pools, fitness centers and lounges
  • Guest Room: Visible verification of sanitized items (e.g. glassware, remote control), reduction of in-room furnishings/high-touch items, new laundry protocols, use of electrostatic technology
  • Food & Beverage: New standards and service approach to buffets, banquets, room-service , and catering

Supporting the Wellbeing of Guests and Colleagues

Enabling the personal wellbeing of guests and colleagues is key. IHG is working closely with a team of medical experts at the world-renowned Cleveland Clinic to develop guidance and resources for hotel teams on returning to work and keeping guests safe in this new environment, which may include:

  • Cleanliness information in hotels and on IHG’s booking channels
  • Social distancing operating procedures and signage
  • Guidance on the use of protective equipment as necessary by hotel colleagues
  • Updated colleague training and certification
  • Availability of individual guest amenity cleaning kits
  • Hand sanitizer and disinfecting wipes available in guest rooms and at high-touch points throughout hotels

IHG Clean Promise

With updated measures in place, we are launching an IHG Clean Promise. Rolling out globally from June 1, 2020, guests can be reassured that: 

Good isn’t good enough – we’re committed to high levels of cleanliness. That means clean, well maintained, clutter-free rooms that meet our standards. If this isn’t what you find when you check-in then we promise to make it right.

Global Cleanliness Board & Clean Champions

Leading this work is our Global Cleanliness Board – a group of IHG experts in operations, health, safety and guest experience colleagues working with external specialists to define solutions, best practice and implement processes including James Merlino, Chief Clinical Transformation Officer, and team from the Cleveland Clinic, who will provide expert counsel on translating clinical concepts, infectious disease management, and overall health optimization.

Our hotel teams will also appoint Clean Champions to continue building the culture of clean instilled in IHG hotels around the world. These champions will focus on guests and colleagues as they navigate the new environment and help on-property teams to consistently deliver these elevated cleanliness standards.